B-ACD and the Drop-through

Ran this exercise in the Lab today. Focus was to us CUCME Embedded B-ACD (Call-queue) TCL script for a call application that will play a welcome greeting, route calls to agents (phones registered to CME), queue up to 2 calls and if no agent answer notify the user all agents are busy. The embedded B-ACD has positives and negatives based on how simple the call flows is.

Overall the main benefit of using the embedded si that is come with the Router IOS and offers the  convenience of not having to load additional TCL scripts. In a controlled environment this maybe the only practical method for standing up B-ACD.

Draw-back are that not all options (param) will function with the embedded Call-queue such as exit call queue options. Additionally, you are limited with number of option you can develop with the Embedded Call-queue

Most configuration is completed in the call application configuration:

application
service app-b-acd-aa
 param voice-mail 566
paramspace english index 0
param max-time-call-retry 700
param service-name app-b-acd
param number-of-hunt-grps 1
param drop-through-option 1
paramspace english language en
param handoff-string app-b-acd-aa
param max-time-vm-retry 2
param aa-pilot 555
paramspace english location flash:
param drop-through-prompt _greeting.au
param second-greeting-time 60
param welcome-prompt _bacd_allagentsbusy.au
param call-retry-timer 60
!
service app-b-acd
 param queue-len 2
param number-of-hunt-grps 1
param queue-manager-debugs 1
param aa-hunt1 410

The next critical component is the the hunt pilot or ephone-hunt to distribute the calls to the agent phones.

ephone-hunt 10 longest-idle
pilot 410
list 411, 412
final *411
timeout 10, 10

Final configuration component is the dial-peer routing that will engage the B-ACD.

dial-peer voice 555 pots
service app-b-acd-aa
incoming called-number 555
port 0/0/0:23
dial-peer voice 556 voip
service app-b-acd-aa
destination-pattern 555
session target ipv4:142.102.66.254
incoming called-number 555
dtmf-relay h245-alphanumeric
codec g711ulaw
no vad

 

Resources used:

http://blog.ipexpert.com/2009/01/24/b-acd-in-a-nutshell/
http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/bacd/configuration/guide/40bacd.html#wp1083384

Troubleshooting:

show run | sec application

show call application session

call application session stop id NN

debug voice application session

debug voip dialpeer all

 

One Response to “B-ACD and the Drop-through”

  1. Thank you so much for the post. Helped me a lot.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: