Help with B-ACD configuration setup

[lisandro]

Dear I hope you are well, I would like you to help me with what I want to do if it is possible.

I currently have a Cisco 1861 router with the following configuration:

application

!

service queue flash:/aa/app-b-acd-3.0.0.2.tcl
param queue-len 30
param aa-hunt10 7200
param number-of-hunt-grps 1
param queue-manager-debugs 1
!
service aa flash:/aa/app-b-acd-aa-3.0.0.2.tcl
param number-of-hunt-grps 1
paramspace english index 1
param menu-timeout 0
param dial-by-extension-option 1
param handoff-string aa
paramspace english language en
param max-time-vm-retry 1
param max-extension-length 4
param aa-pilot 7200
paramspace english location flash:/aa/
param second-greeting-time 60
param call-retry-timer 10
param voice-mail 7500
param max-time-call-retry 180
param service-name queue

This works very well for me when I call I listen to the audios and the options (1 to dial the intern and 0 to speak to the operator). But what I need is only to use an audio (which I already have) the audio says "you have a communication with the company X wait and it will be attended". That is, I do not need to mark options, I need to be referred with my operator directly, which will be the search group that I already have created.

My question is if it is possible to configure or change that script to only use an audio with the features that I mention ??

Thank you so much

[Roger Kallberg]

You need to configure drop-through mode for the call to go automatically to a destination. That is explained in the B-ACD documentation.

[Roger Kallberg · Accepted solution]

More details on drop-through mode. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucme/bacd/configuration/guide/cme40tcl/40bacd.html#45680

Configuration example. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucme/bacd/configuration/guide/cme40tcl/40bacd.html#17121

[lisandro]

Thank you very much for the information it has been very useful,

I have another question to see if you can help me, I have audios in .WAV format, with what application can I transform them into .au and with the necessary requirements indicated in the guide: Cisco Unified CME B-ACD prompts require a G.711 audio file ( .au) with 8-bit, mu-law, 8 kHz encoding

Thank you so much

[Roger Kallberg]

I would recommend you to use Audacity.

[lisandro]

Dear, I need your help again,

I want to load the audio in the flash of the router but when I use the command audio-prompt load
it throws me the following error:

Router Audio Indicator Loading Flash: en_dt_prompt.au
Flash reload: status en_dt_prompt.au failed

audio warning flash: en_dt_prompt.au not loaded - open (or format) failure

my configuration in the router is the following:

trunk group 1
translation-profile incoming pstn-in

voice translation-rule 50
rule 15 /^\(.*\)$/ /100/

voice translation-profile pstn-in
translate called 50

application
service aa flash:/aa/app-b-acd-aa-3.0.0.2.tcl
paramspace english index 0
param number-of-hunt-grps 1
param drop-through-option 1
param handoff-string aa
paramspace english language en
param max-time-vm-retry 2
param aa-pilot 100
paramspace english location flash:/aa/
param drop-through-prompt  _dt_prompt.au
param second-greeting-time 60
param call-retry-timer 15
param max-time-call-retry 700
param voice-mail 398
param service-name callq
!
service queue flash:/aa/app-b-acd-3.0.0.2.tcl
param queue-len 10
param aa-hunt1 301
param number-of-hunt-grps 1
param queue-manager-debugs 1

voice-port 0/1/0
trunk-group 1
supervisory disconnect dualtone mid-call
supervisory custom-cptone AR-CUSTOM-1
no battery-reversal
output attenuation 0
compand-type a-law
cptone AR
timeouts call-disconnect 0
timeouts wait-release 5

dial-peer voice 1 pots
service aa
incoming called-number 100

dial-peer voice 1000 voip
preference 1
destination-pattern .T
session target ipv4:192.168.5.190
voice-class codec 10
dtmf-relay h245-alphanumeric

In the flash I have the audios:

#show flash:
-#- --length-- -----date/time------ path
1 1721647 Apr 20 2021 20:37:46 aa.rar
2 46551140 Feb 13 2020 15:19:44 c1861-advipservicesk9-mz.151-2.T5.bin
3 36109420 Feb 13 2020 15:13:20 c1861-spservicesk9-mz.124-24.T2.bin
4 6336 Apr 20 2021 13:30:44 running-config
5 6336 Apr 20 2021 13:31:30 startup-config.txt
6 7607 Jan 02 2006 13:55:56 Test.txt
7 496521 Apr 21 2021 21:32:22 aa/en_bacd_music_on_hold.au
8 40911 Apr 21 2021 21:32:20 aa/en_bacd_invalidoption.au
9 23236 Apr 21 2021 21:32:18 aa/en_bacd_enter_dest.au
10 52024 Apr 21 2021 21:32:18 aa/en_bacd_disconnect.au
11 42447 Apr 21 2021 21:32:16 aa/en_bacd_allagentsbusy.au
12 55599 Apr 21 2021 21:32:16 aa/app-b-acd-aa-3.0.0.2.tcl
13 30421 Apr 21 2021 21:32:16 aa/app-b-acd-3.0.0.2.tcl
14 358234 Apr 21 2021 21:54:30 aa/en_dt_prompt.au.au
15 358234 Apr 21 2021 21:52:08 aa/en_bacd_welcome.au
16 48024 Apr 21 2021 21:32:24 aa/en_bacd_options_menu.au
17 0 Apr 21 2021 21:15:38 aa
18 358234 Apr 21 2021 21:55:26 aa/en_dt_prompt.au

41881600 bytes available (86302720 bytes used)

[lisandro]

Dear, I wanted to inform you that I was able to fix it.

I had two errors:

the first an error in the command:

Bad: audio message loading flash: en_dt_prompt.au

Correct: audio message loading flash: aa / en_dt_prompt.au

And the second error in the application settings
Bad: param service-name callq

Success: param service name queue

Thank you so much for everything

[Roger Kallberg]

Glad to hear that you got this to work and thank you for letting us know.

It is as they say “The devil is in the details”.