10-02-2014 01:48 AM - edited 03-17-2019 12:24 AM
Hi,
Our company have 5 different department and each of those have separate reception.
They requested to assign one single pstn number for each reception, with separate IVR and separate call handling.
each 5 departments need only few options via IVR for outside dialer(coming via the PSTN) (no need agents and contact center functions as current requirement)
1.dial by extensions
2.press 1 for xxxx
3.press 2 for xxxx
4. dial by name
5."0" for operator ( reception)
can you please clarify me, what type of license required for implement this solution? ( number of agent license, ivr port etc..)
Does ccx IVR included dial by extension as unity call handler?
CUCM 8.6
no unity and voicemail function
Thanks..
10-02-2014 06:21 AM
CUCM cannot provide IVR capability such as this, you would need to do this either in voicemail (i.e. Unity Connection) or contact center solution i.e. UCCX or UCCE.
Chris
10-02-2014 09:40 AM
Thanks Chris,
Please let me know, what type of license required to implement this solution in contact center (UCCX)
(agent, seat, cti RP, IVR port.. )
does uccx have dial by extension feature?
Thanks.
10-02-2014 09:48 AM
All you would need is the IP-IVR license or UCCX standard, either one will provide what you are looking for.
Chirs
10-02-2014 11:16 AM
Hi.
An alternative to what Chris suggested, could be tcl scripts on voice gateway.
It could do all required fuctions just working a little with call routing.
It also can add a basic call queuing.
You can start looking at BACD package available on cisco software center.
HTH
Regards
Carlo
10-26-2014 01:44 PM
hi all,
Can we implement B-ACD on voice gateway to treat extensions on cucm ?
router 2921 with E1 and cucm 8.6
thanks
10-27-2014 05:48 AM
Hi,
Any idea on that.
Thanks.
10-28-2014 01:08 AM
Hi Frank.
Sorry for late replay.
Yes, I've implemented a similar solution in the past.
Here is an example
service aa flash:app-b-acd-aa-2.1.0.0.tcl
paramspace english index 0
param number-of-hunt-grps 3
param handoff-string aa
param dial-by-extension-option 1 <-- This option for dial by extension
paramspace english language en
param max-time-vm-retry 2
param aa-pilot 3400 <--- this is the application pilot
paramspace english location flash:/
param second-greeting-time 60
param welcome-prompt _bacd_welcome.au
param call-retry-timer 15
param voice-mail 200
param max-time-call-retry 20
param service-name queue2
!
service queue2 flash:app-b-acd-3.0.0.2.tcl
param aa-hunt9 9000 <----- This is the operator
param aa-hunt2 9100 <----- this is an Hunt Group Defined on CUCM
param aa-hunt3 9101 <----- this is an Hunt Group Defined on CUCM
param queue-manager-debugs 1
param number-of-hunt-grps 3
param queue-len 30
param queue-cme-debugs 1
dial-peer voice 10 pots
incoming called-number XXXXX3400
service aa
dierct-inward-dial
dial-peer voice 100 voip
destination-pattern 9...
session-terget ipv4:10.10.10.10
session protocol sipv2
dtmf-relay rtp-nte
codec g711ulaw
no vad
As reference on configuring BACD application, you can look at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucme/bacd/configuration/guide/cme40tcl.html
HTH
Regards
Carlo
10-28-2014 02:48 AM
Thanks carlo.
I will implement this and get back to you.
Thanks.
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