Today I’m going to change the Topic and talk about other thing…… which is the CME.
I particularly like CME, and enjoy working on it
There is a feature on CME, which seems not to be so popular, but it’s really useful: B-ABC.
In case you only have a CME in your IPT Infrastructure, B-ACD can easily be a good alternative for Cisco UCCX or Cisco Unity (for a basic IVR).
The only limitation we have is related to Codec. You must use same codec on incoming and outgoing dial peers when transferring calls.
B-ACD is a Basic automatic call distribution (B-ACD) and auto-attendant (AA), and it provides:
- Automatic answering of outside calls with greetings and menus that allow callers to select the appropriate department or to dial known extension numbers.
- Managed call queues for hunt groups that route calls for different menu options.
Each Cisco Unified CME B-ACD application consists of one or more auto-attendant (AA) services and one call-queue service. From version 11.5 onwards, B-ACD introduces support for voice hunt group that includes SIP, SCCP, PSTN, and FXS.
Cisco Unified CME B-ACD Service Call Flow
Configuring Cisco Unified CME B-ACD
- Downloading TCL Script and Prompts
Download the Cisco Unified CME B-ACD tar archives to a TFTP server that is accessible to the Cisco Unified CME router (Download it HERE).
Go to your CME and extract it using this command:
archive tar /xtract tftp://X.X.X.X/cme-b-acd-X.X.X.X.tar flash:
Let’s configure the dial-peer that will be used reach the Application we are going to create. I’m going to add 2 Dial-peers, as usually we have one only for all incoming calls, and the second one will be used to send the call to the application.
Router(config)#dial-peer voice 11 pots
Router(config-dial-peer)#incoming called-number .
Router(config)#dial-peer voice 222 voip
Router(config-dial-peer)#service aa ! — Enables AA service on dial-peer
Router(config-dial-peer)#session target ipv4:10.10.254.3
Router(config-dial-peer)#incoming called-number 6000
In the below example, I’m creating Hunt Groups for SCCP phones.
A maximum of ten hunt groups can be associated with Cisco Unified CME B-ACD call-queue service. The final command is not used with hunt groups that are part of Cisco Unified CME B-ACD services. Instead, the param voice-mail command specifies the alternate destination for calls that cannot be connected to a hunt group because all hunt-group agents are unavailable or because a hunt-group agent does not become available within the configured maximum retry time.
Router(config)#ephone-hunt 1 sequential
Router(config-ephone-hunt)#list 6001, 6002
Router(config)#ephone-hunt 2 sequential
Router(config-ephone-hunt)#list 6001, 6002
Queues are responsible for routing the call to a Hunt Group and queue the call when members of the Group are all busy.
service queue flash:app-b-acd-22.214.171.124.tcl ! — Point to where you extracted the files
param number-of-hunt-grps 3 ! — Max number of hunt groups
param queue-len 15 ! — Size of the queue (1 to 30)
param aa-hunt1 6100 ! — Option 1 – Goes to Hunt 6100
param aa-hunt2 6101 ! — Option 2 – Goes to Hunt 6100
Time to configure the auto attendant part of the script.
service aa flash:app-b-acd-aa-126.96.36.199.tcl ! — Point to where you extracted the files
paramspace english location flash: ! – Defines the languages and where the files are
paramspace english language en ! — Defines the code (en) to the audio files
param service-name queue ! — Associate AA with the Queue we configured above
param handoff-string aa ! –Specifies the name of the service
param aa-pilot 6000 ! — Declares the Pilot Number (Must be the same as the Dial Peer)
param welcome-prompt _bacd_welcome.au ! — Prompt of the Welcome Message
param menu-timeout 5 ! — Sets the number of times the AA service will loop the menu prompt
param dial-by-extension-option 9 ! — Enables callers to dial extension numbers after dialing the specified menu number
param max-extension-length 4 ! — Restricts the number of digits that can be dialed
param number-of-hunt-grps 3
param queue-overflow-extension 3999 ! — If queue is full, sends the call to 3999
param second-greeting-time 45 ! — Defines the time delay before the second greeting is played
param call-retry-timer 10 ! — Assigns the time that calls must wait between retries to connect to a hunt group pilot number or to the alternate destination number.
param max-time-call-retry 90 ! — This is the maximum period of time for which a call can stay in a call queue
param max-time-vm-retry 2 ! — Assigns the number of times that calls can attempt to reach the alternate destination number.
param voice-mail 3999 ! — Defines an alternate destination for calls that are not answered by a hunt group
param send-account true ! — Generates call detail records for calls that are handled by B-ACD
Hope you enjoyed this post!