Setting Up IVR Features on Cisco CME

[sanjinz85]

Hi teams,

I need to set up IVR features on Cisco CME and was wondering if you could help me with the configuration steps. Additionally, could you let me know if any extra licenses are required for this setup? Do you have experience with this, and could you share how stable it is? Your assistance would be greatly appreciated.

[Roger Kallberg · Accepted solution]

This would be what you’re looking for. Cisco Unified CME Basic Automatic Call Distribution and Auto-Attendant Service (B-ACD) 

[Nithin Eluvathingal · Accepted solution]

B-ACD is the available option to have an IVR natively and B-ACD doesn’t require any additional licenses. However, for more flexibility compared to B-ACD, you can use CME with a Unity Connection and set up the IVR using a call handler option on Unity Connection. This requires an additional server to run Unity Connection and Unity licenses.

Follow the link shared by @Roger Kallberg  for B-ACD configurations.

[Elliot Dierksen]

B-ACD is quite different from most other stuff you will work with. If you have a router platform that supports some flavor of CUE module then you could also use Unity Express. I don't if CUE is EOL or just de-emphasized, but I don't hear much about that any more.

[sanjinz85]

Here are the specifications of our system:

• IP Router: Cisco ISR4431/K9
• Software Version: 17.6.5a
• CME Version: 14.1
• IP Phones: 7821, 8851

We are currently using Smart Licensing with the following entitlements:

• CME_EP (CME_EP)
• uck9 (ISR_4400_UnifiedCommunication)

The system is functioning well, and now we are considering adding an IVR solution to our company. We are currently exploring the best options for this implementation.

[Nithin Eluvathingal]

The best option is to use Unity Connection with CME, as Unity Connection is not EOL, whereas Unity Express has gone EOL. If you are not interested in investing and prefer to use a native option, try B-ACD and see if it meets your expectations.

[BalajiSivaraj49175]

Need to configure the TCL script in cme voice gateway 

https://www.cisco.com/c/en/us/td/docs/ios-xml/ios/ios_tcl/configuration/12-4t/ios-tcl-12-4t-book/nm-script-tcl.html

[Roger Kallberg]

For B-ACD there is no need for a separate TCL script.