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What is Basic Automatic Call Distribution on UC500 (B-ACD or BACD)

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Basic Automatic Call Distribution  (B-ACD) on UC500/SBCS

We have the ability to  configure B-ACD using the Cisco Configuration Assistant (CCA) version 2.0.1 (point release required) and  the Smart Business Communication System (SBCS) version 1.5 software bundles.    This new SW includes fully integrated and tested TCL scripts and voice prompts (version 3.0.0.2),  which are copied to UC520 system flash memory and invoked by a simple IOS  dial-peer (a hunt group pilot number dialed from any phone).  This is completely  configurable from CCA and there is no need to perform any manual IOS CLI  commands as a Partner to get this working for your  customers.

Many Partners have meetings with end customers and are asked why is it called "Basic" and what dont I get with it.   I read all the documents and set it up in my lab, and operated it for a couple days and realized it has alot of basic functions.  I think this information could be used as source material for a Partner Questionnaire, so please feel free to use it as you wish.

Summary/  Highlights

There can be up to 10 BACD  Hunt Groups supported on a single UC520 system.

BACD uses Ephone hunt groups, not voice hunt groups and as such, cannot support agent phones assigned across a multisite (in other words, can not have some in site 1 and some in site 2), but each site can send calls across a multisite to pilot ACDs unique to each site.

Up to 30 callers are  supported per BACD queue.

Up to 20 Cisco IP Phones  can be assigned as member ‘agents’ to each BACD hunt group in any order you  like.

The hunt group algorithms  include:

  • Sequential: Calls are routed to Basic ACD hunt  group members in the order they are listed in the Members  dialog.

  • Peer: Calls are routed to Basic ACD hunt group  members in round-robin order (circular).

  • longest-idle: Calls are routed to the member of the  BACD hunt group with the longest idle time.

A maximum of 168 hours of  statistics can be accumulated for all BACD groups.

The BACD groups can be  accessed from a PSTN DID, a DID SIP Trunk, FXO line mapping or via the Automated Attendant  (AA).

All Agent Phones will have  their MWI flash in a meaningful way when a call is ringing into the BACD hunt  group as well as display a text message indicating the number of calls that are  currently in queue.

The AA may be configured  to work with multiple BACD groups as shown in this  example:

‘dial 1 for plumbing, dial  2 for Electrical, dial 3 for air conditioning and heating’ and behind each of  those selections, is a call to one of the BACD groups.

(Be advised that you will be constrained to 6 concurrent calls in this case handled at the AA at any given time)

We can configure the  destination for calls unanswered by the B-ACD hunt group, either because all  agents are logged out or busy, or the maximum call retry limit is exceeded.  Unanswered calls can be forwarded to:

  • Auto Attendant

  • Hunt Group

  • Blast Group

  • Voice Mail – a General Delivery Mailbox all agents  can access

  • Internal extension on the UC520

  • Other Number (external PSTN  number).

We can configure the  number of seconds to wait before re-sending the call back to the local hunt  group for each BACD service from 1-30 seconds.

We can configure the  number of times to retry the destination specified for “No answer forward to”  before any call is dropped with the BACD disconnect prompt. Valid values range  from 1 to 3. The default value is 1.

We can configure the  number of seconds to wait before playing the Basic ACD busy prompt  (en_bacd_allagentsbusy.au) between when a caller joins the BACD queue and when  the second greeting is played or replayed. The same time interval is used  between repeats of the second greeting. Valid values range from 30 to 120  seconds. The default busy prompt file can be modified.

We can configure the  maximum amount of time for call retries before the call is forwarded to the  final “No answer forward to” destination. This is the maximum amount of time  that the call can stay in the queue. Valid values range from 60 to 3600 seconds.  The default value is 600 seconds (10 minutes).

We can configure the  number of seconds before a call that is unanswered by a member (agent) of the  hunt group is directed to the next member of that group. The default is 8  seconds.

We can enable (or not)  auto-logout, by specifying the number of attempts with no answer by any agent,  which when exceeded the agent phone is logged automatically logged out of the  BACD hunt group (Range 1-20).

We can customize what  message is displayed on all agent phones when all of them unknowingly log out at  the same time (i.e. All Agents Logged Out)

We can choose from on of  the default BACD prompts or custom record the following  promots:

  • Welcome Prompt

  • Transfer to Basic ACD Prompt

Finally, we can define a  local PC on the UC520 data LAN to act as a TFTP server to receive BACD reports  in .csv file format.  They will have to be formated by the partner.

How to configure:

https://supportforums.cisco.com/docs/DOC-9721

Comments
Beginner

B-ACD can be configured on the CCA tool but for additional features in auto attendant such as english/spanish, dial by name, or to download scripts....the user would have to go into the CUE GUI correct? Thanks for the help.

Collaborator

CCA has the ability to localize AA and upload CUE scripts.


Marcos

Beginner

You mentioned the following...

(Be advised that you will be constrained to 6 concurrent calls in this case handled at the AA at any given time)

Is that still the case with the current versions of CME/CUE on the UC platform?  In the current softtware/hardware verison of the UC560 an AA will support up to 12 sessions, does sessions mean concurrent calls?

Regards,

Kevin D. Soliz

UC560 is 12.

UC540 is 6.

That means concurrent access to CUE.. Once a call is handed to an agent, its not counted anymore.

Steve

Beginner

Right on, thanks Steven!

Regards,

Kevin D. Soliz

Beginner

It is worth mentioning that the configuration guide contains a disabled link. The reporting excel sheet is only available at Cisco Support:

Beginner

After reading this a I have a few questions:

•1)      Does the 30 caller limit per BACD group include all callers either waiting in queue or connected with an agent?

•2)      Can an agent be a logged-in member of multiple BACD groups? (For instance an AA prompt to press 1 for English or 2 for Spanish but we have some bilingual agents that can handle calls for either language)

•3)      Is the ‘all agents busy’ prompt specific per BACD group or global for all groups?

•4)      Can we only have one ‘all agents busy’ prompt or is there a way to have successive prompts that further stress our apologies for making the caller wait?

•5)      Can the ‘all agents busy’ prompt include the ability for callers to press a key to be directed to a general delivery voice mailbox?

•6)      What would the caller hear in between prompts? Is it a global MOH input or is there a way to play a custom recorded message from the beginning for each caller?

•7)      Could our Operations Manager have the ability to see calls currently in queue and/or longest hold times per group either on his phone or PC screen (without having to be a member of each group)?

•9)      What other real-time monitoring capabilities does the system offer?