This is a very basic sample configuration guide to implementing B-ACD functionality on your UC-500/520, it is in a generic format and will require alteration to suit your running configuration, however use the notes as a guide.
Also keep in mind that this is just a basic guide, it does not take into consideration any higher level customization to your configuration that might be in place, implementing this feature may require some debugging in order to narrow down on call-flow routing issues.
NOTE: Do not modify the B-ACD TCL script, cisco TAC only support the default one issue, any modification of the TCL script issued by Cisco "MAY" be refused support by TAC personal.
NOTE2: This is an "Out of Band" Configuration in some cases. If you are using other tools to manage your system, it "MAY" not recognize the code and in some cases "MAY" remove it, be mindful of any advisories that might pop-up advising you of this.
If there are any requests for help, i will do my best to try and assist you with this.
(PS) This is not a perfect guide, it is something i decided to put together myself based on the implementation problems i come across when applying this to various systems and configuration, there might already be more suitable guides out there, that are more thorough in details, and more specific to your needs.
Cheers,
David.
###################Application Section Configuration Guide#####################
application
service aa flash:app-b-acd-aa-2.1.2.3.tcl
paramspace english language en
paramspace english index 1
paramspace english location flash:
param service-name queue
param drop-through-option 1
param handoff-string aa
param aa-pilot
param number-of-hunt-grps 1
param second-greeting-time 60
param call-retry-timer 15
param max-time-call-retry 600
param voice-mail
param max-time-vm-retry 3
param menu-timeout 4
##The aa-pilot number needs to be a unique number, this can not be shared with any other pilot number##
##The voice-mail Pilot number can be any number you designate, even an extension that is on CFWD-ALL##
##To Voice-Mail if this is a preferred method, the drop through option can also be further customised##
##To have the B-ACD pick the call up after the Voice-HG as finished, or even to have it picked up##
##When incoming calls come in, you can play the welcome message and then pilot it away##
##Make sure you specify the correct TCL script, otherwise it will not work correctly##
###################Service Configuration Guide#################################
service queue flash:app-b-acd-2.1.2.3.tcl
param queue-len 10
param number-of-hunt-grps 1
param aa-hunt1
param queue-manager-debugs 1
##This setup is based upon a single point Hunt-Group, however you can designate more then one if you want##
##Make sure you have an ephone-hunt created and that this section is pointing to it##
##Keep in mind that the ephone-hunt can not do Call Blasting "Parallel", it works on Peer/Sequential/Long-Idle##
##Again make sure you point this to the right TCL script, failure to do so will break the operation##
###################Dial-Peer Voice Configuration Guide#########################
dial-peer voice voip
service aa
destination-pattern
session target ipv4:10.1.1.1
incoming called-number
codec g711ulaw
##The destination pattern needs to be the same as the one listed in applications-param-aa-pilot##
##Incoming Call-Number is the same as above, make sure they are pointing to the correct reference point##
##Service aa is the issued name, its best to just continue to use the default##
###################Ephone-Hunt Configuration Guide#############################
ephone-hunt 1 sequential
pilot
list XXX,XXX,XXX,XXX,XXX
timeout 12
no-reg pilot
statistics collect
##Issue a pilot number that is not already in use, list also 2 or more numbers for the hunt##
##NOTE: refer to the Night-Service configuration for further customization for this section##
##You are not restricted to any particular structure when implementing this feature##
