Cisco UC500 Series Technical Training Manual page 68

http://www.cisco.com/warp/public/570/index.html
or contact developer-support@cisco.com.
In addition to basic call answering and distribution, the Cisco Unified CME B-ACD service for the
UC520 also provides the following features:
Drop-Through Mode
o
Multiple Auto-Attendant Services
o
Drop-through mode can be selected for an AA service. When an AA is configured for drop-through
mode, the AA sends incoming calls directly to a call queue. Once in the queue, a caller hears
ringback if an agent is available or music on hold (MOH) if all agents are busy. If a prompt for
drop-through mode is configured, a caller hears the prompt before being sent to the queue as
described. Note that customers cannot make interactive choices in drop-through mode; calls are
simply answered and routed to a call queue. Refer to the documentation for additional details and
configuration.
The UC500 supports the creation of multiple AA services that feed into a single call-queue
application that services up to ten hunt groups (individual call queues). Each of the AAs can be set
up to use particular options or to reach particular hunt groups, and AAs can share hunt groups.
For instance, you can have three AAs that each use three hunt groups, or you can have five AAs
that share some of the nine hunt groups, or nine AAs that each use one hunt group. The tenth
hunt group is always reserved for a shared operator hunt group. This flexibility allows companies
to create different automatic attendant treatment for different classes of callers. Refer to the
documentation for additional details and configuration.
Additional Configuration Information & Documentation links:
1. For complete B-ACD configuration guidance, download the "Cisco Unified CMA B-ACD and
TCL Call-Handling Applications Guide"
http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/bacd/configuration/guide/cme40t
cl.html
2. CUE custom scripts quick start guide
http://www.cisco.com/en/US/products/sw/voicesw/ps5520/products_tech_note09186a0080
41d950.shtml
3. CME B-ACD and CUE AA interop configuration examples
http://www.cisco.com/en/US/products/sw/voicesw/ps5520/products_configuration_example
09186a0080566c4a.shtml
Basic ACD Functional Limitations
1. Up to 10 hunt groups
2. Up to 30 callers per hunt group queue
3. Up to 20 agents (DNs) assigned to each queue
Agent ringdown configurations:
1. Sequential – hunt in sequence from 1 thru N
2. Peer – hunt in sequence beginning to the right of the last agent to take a call
3. Longest Idle – ring the longest-idle agent first and continue sequentially through the hunt
group from there
4. Parallel / Blast – rings all agents at once
Cisco Unified Communications Technical Training
LAB6: Basic ACD
Page 68 of 171