Cisco CME – B-ACD and Auto Attendant services

Hey people,

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 Smile

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

135237.ps


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:

  • Dial Peer
    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)#direct-inward-dial
    Router(config-dial-peer)#port 0/1/0:15
    Router(config-dial-peer)#forward-digits all
    Router(config-dial-peer)#exit

  • Router(config)#dial-peer voice 222 voip
    Router(config-dial-peer)#service aa     ! — Enables AA service on dial-peer
    Router(config-dial-peer)#destination-pattern 6000
    Router(config-dial-peer)#session target ipv4:10.10.254.3
    Router(config-dial-peer)#incoming called-number 6000
    Router(config-dial-peer)#dtmf-relay h245-alphanumeric
    Router(config-dial-peer)#codec g711ulaw
    Router(config-dial-peer)#no vad

Hunt Groups
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)#pilot 6100
Router(config-ephone-hunt)#list 6001, 6002


Router(config)#ephone-hunt 2 sequential
Router(config-ephone-hunt)#pilot 6101
Router(config-ephone-hunt)#list 6001, 6002

Queue
Queues are responsible for routing the call to a Hunt Group and queue the call when members of the Group are all busy.

application
  service queue flash:app-b-acd-2.1.2.3.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
  

Auto Attendant
Time to configure the auto attendant part of the script.

application
  service aa flash:app-b-acd-aa-2.1.2.3.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!

See ya Smile

Bruno

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