B-ACD on CME Not working

zarafa.nicolas · ‎01-18-2012

Hi,

I have configured B-ACD on CME. the problem is when i call the hut pliote number(300) , i dont hear any thing , and after 10 sec i m redirected to the Ephone-DN (1100).

The scenario that i want to use is : when the caller call the hunt pilote number (3000) , the caller hear the welcome message, and after 10 sec , the call is redirected to the ephone-dn 1100.

Please , find the configuration :

application

service aa flash:app-b-acd-3.0.0.2.tcl

paramspace english index 1

param number-of-hunt-grps 1

param queue-len 15

param dial-by-extension-option 1

paramspace english language en

param max-time-vm-retry 2

param aa-hunt1 3000

param aa-pilot 3000

paramspace english location flash:

param second-greeting-time 60

param welcome-prompt en_bacd_welcome.au

param call-retry-timer 15

param max-time-call-retry 700

param service-name queue

!

service queue flash:app-b-acd-aa-3.0.0.2.tcl

param queue-len 15

param aa-hunt1 3000

param queue-manager-debugs 1

param number-of-hunt-grps 1

dial-peer voice 1000 voip

service aa

destination-pattern 3000

session target ipv4:100.80.50.254

incoming called-number 3000

dtmf-relay h245-alphanumeric

codec g711ulaw

no vad

!

ephone-dn 1 dual-line

number 1100

label STANDARD

description 1100

name STANDARD

corlist incoming INTERNE

corlist outgoing INTERNE

hold-alert 30 originator

!

ephone-dn 2

number 5000

label appelant

description appelant

name appelant

hold-alert 30 originator

telephony-service

sdspfarm units 5

sdspfarm tag 1 confprof1

conference hardware

moh-file-buffer 10000

authentication credential secretname psswrd

max-ephones 265

max-dn 250

ip source-address 100.80.50.254 port 2000

auto assign 1 to 10

auto assign 1 to 20

service phone webAccess 0

system message TTTT

cnf-file location flash:

cnf-file perphone

load 7962 SCCP42.9-1-1SR1S.loads

load 6921 SCCP69xx.9-1-1-0.loads

load 6961 SCCP69xx.9-1-1-0.loads

time-zone 22

time-format 24

date-format dd-mm-yy

max-conferences 8 gain -6

moh hold1.wav

multicast moh 239.10.16.4 port 16384

web admin system name admin password admin

dn-webedit

time-webedit

transfer-system full-consult

directory last-name-first

create cnf-files version-stamp Jan 01 2002 00:00:00

#######################################""

Please , would you help me to resolve this issue

Thanks in advance

Nicolas

paolo bevilacqua · ‎01-18-2012

You need to configure drop-through mode for the call to go automatically to a destination. That is explained in the B-ACD documentation.

Chris Deren · ‎01-18-2012

You are using the wrong tcl scripts for the applications

AA should be using AA script, and queue should be using acd script, you have:

service aa flash:app-b-acd-3.0.0.2.tcl

service queue flash:app-b-acd-aa-3.0.0.2.tcl

Also, the queue script aa-hunt 1 should point to the hunt pilot, you are pointing back to the AA:

param aa-hunt1 3000

Chris

habouzyad · ‎01-20-2012

Hi all ,

i have the same issue

i m using Cisco CME and i want to use B-ACD Script. i want only when the caller ( outside our inside) can call the number 4000 and then hear the "welcome message". and after that, the call go the the number 1000.

The problem, is when i call the number "4000", the call can't be established.

Please find the Configuration of the B-ACD :

---------------------------------------------------------------------------

application
service aa flash:app-b-acd-aa-3.0.0.2.tcl
param second-greeting-option 1
paramspace english language en
param call-time-call-retry 700
paramspace english index 0
param number-of-hunt-grps 1
paramspace english location flash:
param handoff-string aa
param service-name queue
param welcome-prompt en_bacd_welcome.au
param aa-pilot 4000
!
service queue flash:app-b-acd-3.0.0.2.tcl
param queue-len 10
param aa-hunt1 7000
param number-of-hunt-grps 1
param queue-manager-debugs 1

dial-peer voice 1000 voip
service aa
destination-pattern 4000
session target ipv4:192.168.100.1

incoming called-number 4000
dtmf-relay h245-alphanumeric
codec g711ulaw
no vad

ephone-hunt 1 sequential
pilot 7000
list 1000
timeout 10
!

------------------------------------

Plase, would mind tohelp to resolve this usse

Thanks in advance

Hicham

paolo bevilacqua · ‎01-20-2012

Please read my post above.

habouzyad · ‎01-27-2012

Hi all , the Script work .

application

service aa flash:app-b-acd-aa-3.0.0.2.tcl

paramspace english index 0

param number-of-hunt-grps 1

param drop-through-option 1

param handoff-string aa

paramspace english language en

param max-time-vm-retry 2

param aa-pilot 8000

paramspace english location flash:

param second-greeting-time 60

param drop-through-prompt _bacd_welcome.au

param call-retry-timer 15

param voice-mail 5000

param max-time-call-retry 700

param service-name queue

!

service queue flash:app-b-acd-3.0.0.2.tcl

param queue-len 10

param aa-hunt1 5071

param number-of-hunt-grps 1

param queue-manager-debugs 1

dial-peer voice 1000 pots

service aa

incoming called-number 8000

port 0/1/0

!

dial-peer voice 2000 voip

service aa

destination-pattern 8000

session target ipv4:100.80.50.254

incoming called-number 8000

dtmf-relay h245-alphanumeric

codec g711ulaw

ephone-hunt 1 sequential

pilot 5071

list 1100

timeout 10

#####################################################################

Another question if it’s possible. I want that for the External incoming calls, the caller hear the Welcome message and in parallel the phone ring (1100) ?

thanks

Chris Deren · ‎01-27-2012

>>Another question if it’s possible. I want that for the External incoming calls, the caller hear the Welcome message and in parallel the phone ring (1100) ?

I don't see how this would be possible.

Chris

Davy Ad · ‎04-10-2012

Could you help please ?

I have the same problem and is not working till now

Sent from Cisco Technical Support iPhone App

DOUG GODING · ‎04-12-2012

I am having similar issues to those described here, in my case the calls are accepted by the aa and are forwarded to the hunt group, they ring until the hunt list times out and then the call terminates. The call is not pulled back into the queue after the 'param call-retry-timer' expires.

I have a working configuration at another site where the call flow behaves as expected, my sw versions and config is identical as far as I can tell.

I do notice one small difference with the 'sh call application session' command

The working system, while idle has the following

CMEworking#sh call application sess

Session ID 2

App: RetrProxy

Type: Service

Url: builtin:RetrievalProxy_Service.C

Session ID 259

Session name: 1

App: callq

Type: Service

Url: flash:/bacdprompts/app-b-acd-3.0.0.2.tcl

While the other unit only has the one Session up

CME-not-working#sh call application sess

Session ID 259

Session name: 1

App: callq

Type: Service

Url: flash:/bacdprompts/app-b-acd-3.0.0.2.tcl

Config as below

application service aa flash:/bacdprompts/app-b-acd-aa-3.0.0.2.tcl

paramspace english index 0

param number-of-hunt-grps 1

param drop-through-option 1

param handoff-string aa

paramspace english language en

param max-time-vm-retry 2

param aa-pilot 70030

paramspace english location flash:/bacdprompts/

param second-greeting-time 30

param drop-through-prompt not_set

param call-retry-timer 20

param voice-mail 70000

param max-time-call-retry 90

param service-name callq

service callq flash:/bacdprompts/app-b-acd-3.0.0.2.tcl

param queue-len 10

param number-of-hunt-grps 1

param queue-manager-debugs 1

param aa-hunt1 70040

session

start 1 callq

dial-peer voice 70030 voip

description pilot for ACD Queue

service aa

destination-pattern 70030

session protocol sipv2

session target ipv4:172.30.129.254

incoming called-number 70030

dtmf-relay h245-alphanumeric

codec g711ulaw

no vad

ephone-hunt 1 sequential

pilot 70041

list 70201, 70202, 70203

timeout 3, 3, 3

description Reception Hunt Group

paolo bevilacqua · ‎04-13-2012

Which IOS are you running on the two sites?

DOUG GODING · ‎04-13-2012

I am running 15.1(4)M3 at both sites

TCL Scripts 3.0.0.2

I have logged a TAC case, will post back early next week with the outcome

paolo bevilacqua · ‎04-13-2012

Can you take "debug voice application scripts" and "debug ephone hunt", with "terminal monitor".

You can also try a reload just fo the sake of it.

Unrealated, as an improvement for call qwuality, you can tie aa service to pots DP. You can keep the voip DP for testing from internal phones.

DOUG GODING · ‎05-10-2012

Thanks all for the input

I worked out the resolution for this one while I was setting up another CME router

If MOH is not configured this issue comes up

Once MOH was configured, this issue went away

Looking back through the following document

'Cisco Unified CME B-ACD and Tcl Call-Handling Applications'

I found this statement which explains the issue I have been experiencing

Prerequisites

In Cisco Unified CME 4.2 and later versions, music on hold (MOH) must be configured for services using MOH. If an MOH server is not available, incoming calls disconnect. For configuration information, see “Configuring Music on Hold” in the Cisco Unified CME System Administrator Guide.