Call Transfer from B-ACD?

Paul Santabarbara · ‎09-27-2012

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

paolo bevilacqua · ‎09-28-2012

Yes, it's possible.

http://www.cisco.com/en/US/products/sw/voicesw/ps5520/products_tech_note09186a00802ab979.shtml

Paul Santabarbara · ‎09-28-2012

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

btmulgrew · ‎09-28-2012

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

paolo bevilacqua · ‎09-28-2012

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.

Rob Huffman · ‎09-28-2012

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

Paul Santabarbara · ‎09-28-2012

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

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#

btmulgrew · ‎09-28-2012

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