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Shaijala
Beginner

CUEAC -Queue waiting message

Can any one answer for following queries?

1- Is it possible to change queue waiting message (like “please wait until the next available person can answer your call” ) , if possible let me know the procedure

2- If Attendant console application crashes is it possible to route EAC calls to any other destination?

3- Also when operator is not available at desk (Lunch Break ..) is it possible to route EAC calls to any other destination?


CUEAC Version -8.6
CUCM version - 8.6

Thanks in advance

1 ACCEPTED SOLUTION

Accepted Solutions

  1. The Cisco OEM versions of the Arc product do not support IVR-like functionality. All they can do is play MoH if you enable it through the arrival mode. You would need to use Unity Connection or CCX/IPIVR if you wanted to play announcments.
  2. While it would technically be possible to modify the Call Forward CTI Failure/Unregistered events on the Queue DDI CTI Route Points in CUCM the CUEAC server will overwrite these changes whenever it is synchronized. This would make such a design unreliable and illadvisable. The 9.0 release has added a Premium license option which supports a HA node for failover purposes.
  3. Yes, you can use the Emergency overflow condition. The operator can selectively engage this to forward calls elsewhere.

Please remember to rate helpful responses and identify helpful or correct answers.

View solution in original post

3 REPLIES 3

  1. The Cisco OEM versions of the Arc product do not support IVR-like functionality. All they can do is play MoH if you enable it through the arrival mode. You would need to use Unity Connection or CCX/IPIVR if you wanted to play announcments.
  2. While it would technically be possible to modify the Call Forward CTI Failure/Unregistered events on the Queue DDI CTI Route Points in CUCM the CUEAC server will overwrite these changes whenever it is synchronized. This would make such a design unreliable and illadvisable. The 9.0 release has added a Premium license option which supports a HA node for failover purposes.
  3. Yes, you can use the Emergency overflow condition. The operator can selectively engage this to forward calls elsewhere.

Please remember to rate helpful responses and identify helpful or correct answers.

View solution in original post

Many thanks for the quick replay

Jonathan Schulenberg wrote:

  1. The Cisco OEM versions of the Arc product do not support IVR-like functionality. All they can do is play MoH if you enable it through the arrival mode. You would need to use Unity Connection or CCX/IPIVR if you wanted to play announcments.
  2. While it would technically be possible to modify the Call Forward CTI Failure/Unregistered events on the Queue DDI CTI Route Points in CUCM the CUEAC server will overwrite these changes whenever it is synchronized. This would make such a design unreliable and illadvisable. The 9.0 release has added a Premium license option which supports a HA node for failover purposes.
  3. Yes, you can use the Emergency overflow condition. The operator can selectively engage this to forward calls elsewhere.

Please remember to rate helpful responses and identify helpful or correct answers.

1. Correct but you could also record your own MoH source and confgure this to play on the Gateway Devices (CTI Ports) used by the CUAC server

2. Configuring the fowards on the CTI Route Points would work and this is not overwritten on a new sync, there is a tick box option when you run a sync to not overwrite these, as mentioned Premium Edition would give you HA. If you want the calls to redirect somewhere if the client crashed then you can configure one of the overflows

3. That is one way to do it, the other would be to configure No Operator overflow, this way you can leave the Emergency Overflow for a real emergency situation and the operator simply needs to go unavailable (by pressing F10) or log out of the console for the No Operator overflow to forward the calls.

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