How many of you have ever used CME B-ACD (Basic Automatic Call Distribution)?
This is a very popular feature within Cisco Unified CME for locations that don’t have the luxury of either having a Cisco Unity Express, Unity or IPCC Auto Attendant. Its purpose is to provide basic call handling service for incoming calls to a CME.
When a call arrives either internally or from the PSTN, a caller is sent to an IVR where the caller hears a voice that provides options for the caller to choose from. For example, “Press 1 for Sales, press 2 for Engineering or press 3 for the Operator”. If the caller presses 2 and no one is available in the engineering department, the caller is placed in a queue. In the queue, the caller waits for an agent to become available while waiting music-on-hold is played. If the caller sits in the queue for a specified time, the call is sent to back retry. If there is still no answer, the caller is then sent to a final destination number, generally a general delivery mailbox associated with the department.
B-ACD is a basic function of an IPCC Express, but in no way does it compare to IPCC Express. CME B-ACD is typically used for remote locations that are integrated with an IPCC solution, with the IPCC components being located at the main site. B-ACD acts as a backup when the link between the main and remote site is down. In addition, it can be used as a basic Auto Attendant for customers that don’t have a need to install Cisco Unity Express.
Configuring B-ACD is actually very simple, but at first glance it looks pretty complex. It is configured using scripts called Tool Command Language (TCL) which are located on the flash of the CME. Here are several steps needed to configure CME B-ACD:
- Download TCL Scripts and Audio Prompts
- Set up incoming Dial Peers for AA Pilot Numbers
- Set up Ephone Hunt Groups
- Set up Call-Queue and AA service
A typical configuration looks like this:
service callq tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd.tcl
param queue-manager-debugs 1
param aa-hunt1 5071
param aa-hunt2 5072
param number-of-hunt-grps 2
param queue-len 10
service acdaa tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd-aa.tcl
paramspace english location tftp://192.168.254.254/user1/prompts/
paramspace english index 0
paramspace english language en
param aa-pilot 8005550121
param service-name callq
param max-time-vm-retry 2
param voice-mail 5007
param call-retry-timer 10
param number-of-hunt-grps 1
param drop-through-prompt _bacd_welcome.au
param drop-through-option 2
param acdaa second-greeting-time 60
param handoff-string acdaa
param max-time-call-retry 60
Author: Chris Foster