Lab 6: Basic Acd - Cisco UC500 Series Technical Training Manual

LAB 6: Basic ACD

Cisco Unified CME B-ACD and AA service (hereinafter referred to as Cisco Unified CME B-ACD) is
configured via CLI only using ephone hunt groups and Tool Command Language (Tcl) scripts: an
AA script that handles AA call flow and a call queue script that directs call queue traffic to available
directory numbers in a hunt group.
The AA script provides an audio menu with up to five options. Three of these options provide the
ability to transfer callers to the pilot numbers of ephone hunt groups. The forth option, routes calls
to an operator hunt group. The remaining option triggers an audio message that tells callers to
enter an extension number. For example, callers to a newspaper might hear "Thank you for calling
the Times. If you know your party's extension, press one; to place an advertisement or subscribe
to the Times, press two; for the editorial department, press three; for distribution, press 4 or for
the operator, press 0." Callers who do not select an option will hear the greeting and menu options
repeated. If the number of retries exceeds a configurable number of retries (default is 4,) the call
will automatically be transferred to operator hunt-group.
Cisco Unified CME B-ACD operation is based on ephone hunt group configurations. When a caller
selects a menu option, the AA script is instructed to either allow callers to enter an extension
number or call the corresponding ephone hunt groups pilot number. If it is the latter, the call
queue script is activated and the call is placed in a queue so it can to be transferred to an ephone-
dn when it becomes available.
Each of the ephone-dns can be assigned to sets of ephones in meaningful ways. For example, the
reporters at the Times might each have a phone with a button configured with an ephone-dn for
personal calls and a second button configured with ephone-dns listed under the ephone hunt group
that handles calls to the editorial department (menu option 2). When callers select option 2, their
call will be forwarded to a call queue, sent to an ephone-dn when it becomes available, and ring on
the second button of all of the reporters phones.
After a menu selection has been made, the AA and call queue scripts work together to do the
following:
Add each call to the call queue of the selected menu option's ephone hunt group.
o
Note that the length of the call queues is set by configuring the call queue script
parameters
Periodically attempt to transfer calls to an available ephone-dn in menu selections
o
ephone hunt group
Issue a second greeting at designated intervals. For example, you could configure
o
Cisco Unified CME B-ACD to repeat every 30 seconds, "Your call is very important to
us. Please continue to hold and a representative will be with you shortly"
Transfer calls to voice mail after they have been in a call queue for a specified period
o
of time
The AA and call queue scripts are configured using a set of call application voice commands that
allow you to enter file names and set parameters, such as the length of call queues. Editing of a
script's contents is not recommended nor supported by the Cisco Technical Assistance Center
(TAC). If you want Cisco to develop customized scripts for you, contact the developer support
group at developer-support@cisco.com. This is a fee-based service. If you are interested in
developing TCL scripts yourself, you can join the Cisco Developer Support Program. This fee-based
service provides you with a consistent level of support and provides an easy process for opening,
updating, and tracking issues using the Online Case tracking tool available at Cisco.com Please
note that to participate in the Cisco Developer Support Program, you must have a signed
Developer Support Agreement. For more details and for access to this agreement, go to
LAB6: Basic ACD