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Highlighted

Call Transfer from B-ACD?

Hello, is it possible to configure B-ACD in a UC560 so that a caller has the option to transfer "out" to leave a VM in a GDM?

I see no options in CCA Basic ACD to choose anything but different prompts.

We'd like to be able to let the caller press a "digit" after so long in the queue to leave a voicemail if they can no longer stay on the call.

We are seeing abaondoned calls when the queue agents are all busy.

Please advise.  Thank you, Paul

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7 REPLIES 7
Highlighted
Hall of Fame Master

Call Transfer from B-ACD?

Highlighted

Call Transfer from B-ACD?

Paolo, thank you for your response, but the link references earlier CUE's.

Also, I am looking specifically for a way to add a transfer a caller out of a Call Queue.

Regards, Paul

Highlighted
Enthusiast

Call Transfer from B-ACD?

Hi Paul - can you provide IOS (show ver) and b-cd version (show call application voice summary) details.  Also, are you using drop-through mode?

Thanks

Brian

Highlighted
Hall of Fame Master

Call Transfer from B-ACD?

The link that I have provided shows two  methods to transfer a call directy into VM without using a DN iwit CFA.

The first method does not use CUE at all.

The second, works with any version of CUE.

Highlighted
Hall of Fame Community Legend

Call Transfer from B-ACD?

Hi Paul,

Have a read of this excellent thread, I don't believe the info has

changed over time, but you may want to post up the query over

in the UC500 section of the forums to verify

https://supportforums.cisco.com/message/3088670#3088670

Cheers!

Rob

"Why not help one another on the way" - Bob Marley

Highlighted

Call Transfer from B-ACD?

Brian, here is info you asked for: (edited)

We are using drop-through mode.

------------------ show version ------------------

Cisco IOS Software, UC500 Software (UC500-ADVIPSERVICESK9-M), Version 15.1(2)T4, RELEASE SOFTWARE (fc1)

Technical Support: http://www.cisco.com/techsupport

Copyright (c) 1986-2011 by Cisco Systems, Inc.

Compiled Tue 12-Jul-11 22:01 by prod_rel_team

ROM: System Bootstrap, Version 15.0(1r)XA3, RELEASE SOFTWARE (fc1)

UC560 uptime is 3 days, 14 hours, 41 minutes

System returned to ROM by error - a Software forced crash, PC 0x802D392C at 18:19:04 EDT Fri Sep 21 2012

System restarted at 18:23:25 EDT Fri Sep 21 2012

System image file is "flash:uc500-advipservicesk9-mz.151-2.T4"

Last reload type: Normal Reload

Cisco UC560-T1E1-K9 (MPC8378) processor (revision 0x100) with 497664K/26624K bytes of memory.

Processor board ID FGL1550114J

MPC8378 CPU Rev: Part Number 0x80C4, Revision ID 0x21

122 User Licenses

4 Gigabit Ethernet interfaces

48 Serial interfaces

2 terminal lines

2 Channelized T1/PRI ports

1 Virtual Private Network (VPN) Module

4 Voice FXO interfaces

4 Voice FXS interfaces

1 Voice MoH interface

1 cisco service engine(s)

256K bytes of non-volatile configuration memory.

250880K bytes of ATA CompactFlash (Read/Write)

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

Device#            PID                              SN

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

*0              UC560-T1E1-K9         FGLXXXXXXXX

<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<

UC560#show call application voice summary

SERVICES (standalone applications):

  name                      type            description

  ipsla-responder           Tcl Script      builtin:app_test_rcvr_script.tcl

  aaservice0                Tcl Script      flash:/bacdprompts/app-b-acd-aa-3.0.0.2.tcl

  aaservice1                Tcl Script      flash:/bacdprompts/app-b-acd-aa-3.0.0.2.tcl

  CALLIndSs_SErviCe         C Script        builtin:CallIndSs_Service.C

  RetrProxy                 C Script        builtin:RetrievalProxy_Service.C

  session                   Tcl Script      builtin:app_session_script.tcl

  clid_authen_npw           Tcl Script      builtin:app_clid_authen_npw_script.tcl

  app-b-acd-aa              Tcl Script      builtin:app_b_acd_aa_script.tcl

  clid_authen_collect       Tcl Script      builtin:app_clid_authen_collect_script.tcl

  app-b-acd                 Tcl Script      builtin:app_b_acd_script.tcl

  clid_col_npw_3            Tcl Script      builtin:app_clid_col_npw_3_script.tcl

  clid_authen               Tcl Script      builtin:app_clid_authen_script.tcl

  clid_col_npw_npw          Tcl Script      builtin:app_clid_col_npw_npw_script.tcl

  TOLLFRAUD_APP             C Script        builtin:TollFraud_Service.C

  clid_authen_col_npw       Tcl Script      builtin:app_clid_authen_col_npw_script.tcl

  ipsla-testcall            Tcl Script      builtin:app_test_place_script.tcl

  bacd                      Tcl Script      flash:/bacdprompts/app-b-acd-3.0.0.2.tcl

  AFW_THIRD_PARTY_CC        C Script        builtin::Third_Party_CC_Service.C

  CTAPP                     C Script        builtin:CallTreatment_Service.C

  fax_hop_on                Tcl Script      builtin:app_fax_hop_on_script.tcl

  dsapp                     C Script        builtin:DSESS_Service.C

  Default                   C Script        builtin:Session_Service.C

  DEFAULT.C.OLD             CCAPI           Obsolete system session application

  lib_off_app               CCAPI           Libretto Offramp

  CTIAPP                    CCAPI           CTI Application

  stcapp                    CCAPI           SCCP Call Control Application

  fax_on_vfc_onramp_app     CCAPI           Fax onramp for VFC

PACKAGES:

  name                      type            description

  chinese                   C Script        builtin:package_chinese.C

  ThirdPartyCC              C Script        builtin:Third_Party_CC.C

  deviceControl             C Script        builtin:Dev_ctrlSession.C

  vxmlmodule                C Script        builtin:VxmlModule.C

  tcl20base                 C Script        builtin:tcl20base_package.C

  destination               C Script        builtin:Destination.C

  vxmlbase                  C Script        builtin:vxmlbase_package.C

  callindss                 C Script        builtin:CallIndSs.C

  spanish                   C Script        builtin:package_spanish.C

  media                     C Script        builtin:package_media.C

  medianeg                  C Script        builtin:MediaNeg.C

  appcommon                 C Script        builtin:AppCommon.C

  callsetup                 C Script        builtin:CallSetup.C

  session_xwork             C Script        builtin:Session_XWork.C

  callsnr                   C Script        builtin:CallSnr.C

  consult                   C Script        builtin:Consult.C

  callfeature               C Script        builtin:CallFeature.C

  tclmodule                 C Script        builtin:TclModule.C

  CallXfor                  C Script        builtin:CallXfor.C

  tclcore                   C Script        builtin:tclcore_package.C

  digitcollect              C Script        builtin:DigitCollect.C

  english                   C Script        builtin:package_english.C

  httpios                   C Script        builtin:package_httpios.C

  mpconf                    C Script        builtin:MPConf.C

  preempt                   C Script        builtin:Preempt.C

  Retrieval                 C Script        builtin:Retrieval.C

  MRCPV2Module              C Script        builtin:MRCPV2Module.C

  consultresp               C Script        builtin:ConsultResp.C

UC560#

Highlighted
Enthusiast

Call Transfer from B-ACD?

Thanks Paul - my understanding (though I havent tested this) is that this version of the tcl script will support the two queue exit params in drop through mode e.g.:

param queue-exit-option1  3

param queue-exit-extension1  5000

the second greeting will say something like "press 1 to be transferred to vmail" and  5000 is a dn with a cfwdall to the cue vmail, cue is then configured with a GDM.

If drop through isnt supported you could try the solution described in the great find by Rob; the call coming in on a drop through, but transfer a second aa to present the option for transfer.

hth

Brian

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