B-ACD, Auto-Attendance, and IVR

[Ahmed Zein]

Dear All,

     how are you, i always learn many things from you and your discussions, so i need to increase my knowledge with your help and support.

could you clarify the difference between B-ACD, Auto-Attendance, and IVR? with configuration example, and situation which need each of them to be implemented.

thanks for your interest.

[shalushar · Accepted solution]

Hi Ahmed,

Cisco Unified CME B-ACD provides automatic answering and call distribution for calls through the use of interactive menus and local hunt groups. Each Cisco Unified CME B-ACD application consists of one or more auto-attendant (AA) services and one call-queue service.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucmbe/admin/6_0_1/ccmfeat/fsaa.html

Cisco Unified Communications Manager Auto-Attendant, a simple automated attendant, allows callers to locate people in your organization without talking to a receptionist. You can customize the prompts that are played for the caller, but you cannot customize how the software interacts with the customer.

http://www.cisco.com/en/US/products/sw/voicesw/ps5520/products_configuration_example09186a00803f82eb.shtml

http://www.cisco.com/en/US/docs/voice_ip_comm/cucmbe/admin/6_0_1/ccmfeat/fsaa.html

http://www.cisco.com/en/US/products/sw/voicesw/ps5520/products_configuration_example09186a0080566c4a.shtml

https://supportforums.cisco.com/docs/DOC-16934

Hope this helps.

Tx,

Shalu

[Ahmed Zein]

thank you very much for reply, could you explain what is IVR?

also when to use b_ACD and IVR and autoattendance, just simple examples.

thanks again for your interest.

[shalushar · Accepted solution]

Hi Ahmed,

AA guides a caller through options of voice menu to answer and route incoming calls . It has feature such as 'dial by name" and provide message recording or prompts, business hours as well. It is included with cue.

Autoattendant scenario---let's take a scenario where incoming calls are directed to the Cisco CME Auto Attendant (main number xxxxx), which provides a welcome greeting (i.e Welcome to Cisco) and a menu with three options to the caller(press 1 for sales,2 for service etc).

In addition:-

Repeat Choices
'0' - for operator
Timeout - what to do if the caller does nothing
Default mailbox - where to send calls if '0' is not answered (or is not pointing to a live person)

Now again the same scenario with B-acd

Incoming calls are directed to the Cisco Unity Express custom Auto Attendant (main number xxxxx), which provides a welcome greeting and a menu with four options to the caller. Based on the caller’s choice, the call is directed to the Cisco CME ACD (option 1), one of two announcements (options 2 and 3), or to a general business mailbox associated with the receptionists (option 4).

If the caller chooses option 1, the call is handed off to the Cisco CME B-ACD where the Cisco AA provides a second tier menu.So, AA will be first-tier and B-acd will be 2nd tier.

Now 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. or have them listen to some recordrd message and then deliver to next available line.

IVR automates call andling by autonomously interacting with contact.You can create applications that answer calls,provide menu choices for callers,obtain caller data and passwords or account identification and then transfer calls to caller-selected extensions.

Hope this helps.

Tx,

Shalu