10-21-2015 01:29 PM - edited 03-17-2019 04:38 AM
I am setting up multiple AA services for a client, all linking back to a single queue service. I have two questions about the config I am working on. Thus far, I have been using http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucme/bacd/configuration/guide/cme40tcl/40bacd.html as my guide, but these two questions don't seem to present obvious answers:
1. I am defining 8 different hunt groups to the queue service. I will have 6 different AA services, each using different combinations of hunt groups (using customized en_bacd_welcome.au). My question is, are the menu options fixed on the queue service with the param aa-hunt1 <pilot> command, or can they be mapped AA by AA? That is, can hunt group 1 be menu option 1 on the first AA and option 3 on the second AA? I hope that question makes sense.
2. We will have multiple inbound numbers feeding each AA. I only see an option to specify a single number in param aa-pilot <number>. Is there any way to specify multiple pilots for a single AA, or should I just apply transformation rules/profiles to return a single pilot for each group of inbound numbers?
Any assistance is greatly appreciated!
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10-26-2015 04:17 PM
Hi Shahzad.
Script editor you are mentioning is available only with CUE not with b-acd application.
To answer to original post there is an undocumented parameter which is "option-index" that allows you to create multiple aa services sharing the same queue (keep in mind that a gateway can manage only one queue application)
option-index is a decimal value that have to be summed to option dialled and the result will be the aa-hunt id that will be used to redirect the call
Eg
Usually if I select option 1 by dialing digit 1 , bacd queue script will use this hunt option
aa-hunt1 1000
If aa service has defined an option-index 10 and I dial option 1 , script will use
aa-hunt11 (dialed option + option-index value)
Here an example
Assuming:
Company A
pilot 1000
option 1 Sales 5501
option 2 Technical Service 5502
Option 3 Commercial 5503
Company B
Pilot 2000
option 1 Sales 6001
option 2 Technical Service 6002
Option 3 Commercial 6003
***** Application For Company A ***********
service CompanyA flash:app-b-acd-aa.tcl
paramspace english index 0
param welcome-prompt CompanyAwelcome.wav
param call-retry-timer 5 <---- No param index here
param service-name Queue <----This will be the queue service
param second-greeting-time 60
paramspace english location flash:
param max-time-vm-retry 2
param max-time-call-retry 600
param voice-mail 9999
param aa-pilot 1000
param max-extension-length 4
paramspace english prefix en
param handoff-string CompanyA
***** Application For Company B ********
service CompanyB flash:app-b-acd-aa.tcl
paramspace english index 0
param welcome-prompt CompanyBwelcome.wav
param call-retry-timer 5
param option-index 10
param service-name Queue <----This will be the queue service (The same of CompanyA)
param second-greeting-time 60
paramspace english location flash:
param max-time-vm-retry 2
param max-time-call-retry 600
param voice-mail 9999
param aa-pilot 2000
param max-extension-length 4
param number-of-hunt-grps 5
paramspace english prefix en
param handoff-string CompanyB
*****And Now The queue service ********
service redirect flash:app-b-acd-2.1.2.2-20.tcl
param number-of-hunt-gras 20 <---- set this parameter to at least 20
param queue-len 30
param aa-hunt1 5501 ****Sales Company A******
param aa-hunt2 5502 ****Technical Service Company A******
param aa-hunt3 5503 ****Commercial Company A ****
param aa-hunt11 6001 ****Sales Company B******
param aa-hunt12 6002 ****Technical Service Company B******
param aa-hunt13 6003 ****Commercial Company B *****
param queue-cme-debugs 1
param queue-manager-debugs 1
Note that Company B option 1 has value 11... this mean "Option 1 + Option index Value.
That's the trick ;)
Hope this helps
Regards
Carlo
10-22-2015 12:02 AM
Hi,
For your first question, for each hunt pilot we can specify only one welcome-prompt.
You could record the message mentioning all options in this prompt
With regards to your second question: Its better you configure translations in the gateway for the multiple numbers you will be dialing to convert it to the one hunt pilot number you are going to use for AA.
HTH,
Rajan
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10-22-2015 05:05 AM
Thanks so much for answering.
For question 1, what I was getting at was this:
If my hunt groups are:
1. commercial sales
2. retail sales
3. service
How do I achieve:
AA1: Press 1 for commercial sales, press 2 for service
AA2: Press 1 for retail sales, press 2 for service
Can aa-hunt1 <pilot> be configured on the AA itself, or only in the queue service, and if not, how do I get the desired result above?
10-26-2015 12:44 PM
10-26-2015 04:17 PM
Hi Shahzad.
Script editor you are mentioning is available only with CUE not with b-acd application.
To answer to original post there is an undocumented parameter which is "option-index" that allows you to create multiple aa services sharing the same queue (keep in mind that a gateway can manage only one queue application)
option-index is a decimal value that have to be summed to option dialled and the result will be the aa-hunt id that will be used to redirect the call
Eg
Usually if I select option 1 by dialing digit 1 , bacd queue script will use this hunt option
aa-hunt1 1000
If aa service has defined an option-index 10 and I dial option 1 , script will use
aa-hunt11 (dialed option + option-index value)
Here an example
Assuming:
Company A
pilot 1000
option 1 Sales 5501
option 2 Technical Service 5502
Option 3 Commercial 5503
Company B
Pilot 2000
option 1 Sales 6001
option 2 Technical Service 6002
Option 3 Commercial 6003
***** Application For Company A ***********
service CompanyA flash:app-b-acd-aa.tcl
paramspace english index 0
param welcome-prompt CompanyAwelcome.wav
param call-retry-timer 5 <---- No param index here
param service-name Queue <----This will be the queue service
param second-greeting-time 60
paramspace english location flash:
param max-time-vm-retry 2
param max-time-call-retry 600
param voice-mail 9999
param aa-pilot 1000
param max-extension-length 4
paramspace english prefix en
param handoff-string CompanyA
***** Application For Company B ********
service CompanyB flash:app-b-acd-aa.tcl
paramspace english index 0
param welcome-prompt CompanyBwelcome.wav
param call-retry-timer 5
param option-index 10
param service-name Queue <----This will be the queue service (The same of CompanyA)
param second-greeting-time 60
paramspace english location flash:
param max-time-vm-retry 2
param max-time-call-retry 600
param voice-mail 9999
param aa-pilot 2000
param max-extension-length 4
param number-of-hunt-grps 5
paramspace english prefix en
param handoff-string CompanyB
*****And Now The queue service ********
service redirect flash:app-b-acd-2.1.2.2-20.tcl
param number-of-hunt-gras 20 <---- set this parameter to at least 20
param queue-len 30
param aa-hunt1 5501 ****Sales Company A******
param aa-hunt2 5502 ****Technical Service Company A******
param aa-hunt3 5503 ****Commercial Company A ****
param aa-hunt11 6001 ****Sales Company B******
param aa-hunt12 6002 ****Technical Service Company B******
param aa-hunt13 6003 ****Commercial Company B *****
param queue-cme-debugs 1
param queue-manager-debugs 1
Note that Company B option 1 has value 11... this mean "Option 1 + Option index Value.
That's the trick ;)
Hope this helps
Regards
Carlo
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