CUCME B-ACD Menu Mapping & AA Pilot

[David Wolgast]

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!

[Rajan]

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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[David Wolgast]

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?

[Shahzad Ayub]

Hi,

You can customize the order of hunt groups per  AA script as shown in the attached image.

Thanks

Shahzad

pls rate helpful post

[Carlo Poggiarelli · Accepted solution]

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