B-ACD Query

[syed.mohsin86]

hi

i want to implement B-ACD such that it just ask "if u know extension  dial now or wait for operator". no other option, so is it possible?

I also want it to make time based.

[paolo bevilacqua]

Yes, configure drop-through-mode to dial by extension. Not sure if you will have timout to operator, anyway.

For time based B-ACD, you can aquire the expanded version I wrote, on the website present in my profile.

[syed.mohsin86]

Thanks for the reply

Ok so is it neccessory to creat hunt groups? and to associate Queue services with AA? becz in my case caller just needs to dial extension if he knows it or wait for operator.

[paolo bevilacqua]

No hunt groups is needed. You need to configure the queue service anyway.

Please remember to rate useful posts clicking on the stars below.

[syed.mohsin86]

Hi, i tried to implement it with my custom voice prompt, but facing few problems

1. I cannot enter extension during prompt

2. at the end of my custom prompt I still cannot enter extension and it plays default prompt "all agents are busy...."

here is my configuration:

application

service aa flash:app-b-acd-aa-2.1.2.3.tcl

  paramspace english index 1

  param number-of-hunt-grps 1

  param drop-through-option 1

  param menu-timeout 2

  param dial-by-extension-option 1

  param handoff-string aa

  paramspace english language en

  param max-time-vm-retry 2

  param aa-pilot 0218103711

  param max-extension-length 4

  paramspace english location flash:

  param drop-through-prompt _welcome.au ----->this is my custom prompt

  param call-retry-timer 15

  param voice-mail 2001

  param max-time-call-retry 90

  param service-name queue

!

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

  param queue-len 15

  param aa-hunt1 7000

  param number-of-hunt-grps 1

  param queue-manager-debugs 1

dial-peer voice 11 voip

service aa

destination-pattern 0218103711

session target ipv4:192.168.1.1

incoming called-number 0218103711

dtmf-relay h245-alphanumeric

codec g711ulaw

no vad

could u please tell me where im wrong?

[paolo bevilacqua]

Try changing dtm-relay to rtp-nte.

In any case, when calling from pots, you should be able to enter digits.

[syed.mohsin86]

Done, but no success... still same result.. currently im calling from my CIPC registered with CME.

[paolo bevilacqua]

If you need this AA from POTS, try calling from POTS.

[syed.mohsin86]

Thanks for continuous support.

ok i tried from POTS, here is the call flow:

Analog PHONE-->PSTN-->ITSP-->SIP TRUNK--->B-ACD Gatway--> dial-peer voice 11 voip--->B-ACD Service activated

dial-peer voice 11 voip

service aa

destination-pattern 0218103711

session target ipv4:192.168.1.1

incoming called-number 0218103711

dtmf-relay rtp-nte

voice-class codec 1

no vad

voice class codec 1

codec preference 1 g711ulaw

codec preference 2 g711alaw

codec preference 3 g729r8

This time POTS caller is unable to here any prompt..complete silence ..while if i call from CIPC I can here prompts from B-acd.

here is the debug voice application script

*Jun 15 11:38:20.206: //4271//TCL :/tcl_PutsObjCmd: TCL B-ACD:  >>> B-ACD Service Running <<<

*Jun 15 11:38:23.994: //6234//Dest:/DestStartMediaNegotiation: Interworking Leg does not need renegotiation

*Jun 15 11:38:36.450: //-1//AFW_:/AFW_Util_GetTgCicValue: CIC Not  found for tag(56)

*Jun 15 11:38:38.486: //6238//TCL :/tcl_PutsObjCmd:

proc init_perCallvars

*Jun 15 11:38:38.486:

*Jun 15 11:38:38.490: //6238//TCL :/tcl_PutsObjCmd: preced info : 0:-1:5 ,index : 2 ,return value: 5

*Jun 15 11:38:38.490:

*Jun 15 11:38:38.490: //6238//TCL :/tcl_PutsObjCmd: is mlpp = 5

*Jun 15 11:38:38.490:

*Jun 15 11:38:38.490: //6238//TCL :/tcl_PutsObjCmd:

>>>>>>>>>legstate = lg_001<<<<<<<<<<<

*Jun 15 11:38:38.490:

*Jun 15 11:38:38.490: //6238//TCL :/tcl_PutsObjCmd: TCL AA: ++ Playing Drop Through Prompt ++

*Jun 15 11:38:40.662: //6236//Dest:/DestStartMediaNegotiation: Interworking Leg does not need renegotiation

*Jun 15 11:39:02.394: //6238//TCL :/tcl_PutsObjCmd: preced info : 0:-1:5 ,index : 2 ,return value: 5

*Jun 15 11:39:02.394:

*Jun 15 11:39:02.394: //4271//TCL :/tcl_PutsObjCmd: TCL B-ACD: +++ New incoming call to queue 7000 +++

*Jun 15 11:39:02.394: //4271//TCL :/tcl_PutsObjCmd: TCL B-ACD:  >>> THE QUEUE IS {TclModule_4C6579DC_0_28484004 {CALL_NEW} {1308137942}} <<<

*Jun 15 11:39:02.398: //4271//TCL :/tcl_PutsObjCmd: TCL B-ACD: +++ 7000 Queue Length = 1 +++

*Jun 15 11:39:02.398: //4271//TCL :/tcl_PutsObjCmd: TCL B-ACD:  >>> THE QUEUE IS {TclModule_4C6579DC_0_28484004 {CALL_HOLD} {1308137942}} <<<

*Jun 15 11:39:02.398: //6238//TCL :/tcl_PutsObjCmd: TCL AA: >>> No Agents are available; Forwarding to Voice Mail <<<

*Jun 15 11:39:02.402: //6238//TCL :/tcl_PutsObjCmd: preced info : 0:-1:5 ,index : 0 ,return value: 0

*Jun 15 11:39:02.402:

*Jun 15 11:39:02.402: //6238//TCL :/tcl_PutsObjCmd: preced info : 0:-1:5 ,index : 1 ,return value: -1

*Jun 15 11:39:02.402:

*Jun 15 11:39:02.402: //6238//TCL :/tcl_PutsObjCmd: TCL AA: >>> Incoming Leg GUID = D89206D2.967A11E0.BAD2E19E.3EAB99A7 <<<

any idea why pstn caller cant hear b-acd prompts from gateway?

Thanks again..

[paolo bevilacqua]

Try:

dial-peer voice 11 voip

protocol sipv2

dtmf-relay rtp-nte sip-notify

codec g711u

[syed.mohsin86]

well i traced out POTS problem, here we have g711alaw at pstn, and prompt files are coded in g711ulaw.. thats why couldnt hear prompts on pstn phone.

transcoding may solve it. or prompts files need to be save in g711alaw..

but real problem is proper working of B-ACD according to requirement, I dont want caller to hear cisco default prompts .. and caller should dial extension while listening welcome prompt... i think tcl script itself needs to be modified only then it is possible. default behaviour of script will not allow me to do what i want.

so is there any way to build custom tcl script for b-acd?

[paolo bevilacqua]

ITSP should also offer codec g711u because that's the international standard.

Yes as mentioned above I make modifications to B/ACD-AA, need to be contacted privately about that.