09-27-2012 11:57 AM - edited 03-16-2019 01:25 PM
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
09-28-2012 01:09 AM
09-28-2012 06:26 AM
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
09-28-2012 07:04 AM
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
09-28-2012 10:21 AM
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.
09-28-2012 06:55 AM
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
09-28-2012 07:50 AM
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#
09-28-2012 08:25 AM
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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