cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
1211
Views
0
Helpful
7
Replies
Highlighted
Beginner

Problem with BACD on UC560

Hello everyone,

I have a UC560 with 3 Auto Attendants and BACD. We are having intermittent issues where calls are in queue and are not being delivered.  Some users in the hunt group receive the calls, but others intermittently will not. They will see the calls in queue accumulating, they are logged into the hunt, but calls aren't being delivered.  When another user then finishes their call, they will begin to receive the calls.  BACD is set to retry calls at 1 second.  We opened a case with Cisco SBSC and they stated that it is not a supported configuration forwarding to a BACD from an AA.  According to this post from Steven DiStefano located here https://supportforums.cisco.com/docs/DOC-9731/  it appears to me that it is supported. Any feedback would be appreciated. Below is how I have the AA pattern configured. I will post the relevant part to my config if needed. Our Cisco Case Number is SR 625944675

Other relevant things to consider are I am seeing intermittent high CPU on the UC, maybe 3 times a day where it reaches 100%.  Intermittent rebooting of phones that are in the BACD.

All incoming calls ring to Auto Attendant 1

Option 1 Rings to Auto Attendant 2

Option 2 Rings to Call Blast

Auto Attendant 2 is configured as follows    

Option 1 Rings to BACD

Option 2 Rings to Hunt Group

Option 3 Rings to Auto Attendant 3

Auto Attendant 3 is configured as follows

Option 1 Rings to Hunt Group

Option 2 Rings to Hunt Group

Option 3 Rings to BACD

If a digit is not dialed, it then auto forwards to BACD on all Auto Attendants.

thank you,

Steve Davis

1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted

I cannot comment on positions and answers given by Cisco STAC.

In my experience, and as described in the following Cisco document, it is fine and supported to have CUE AA to front-end calls to B/ACD-AA.

http://www.cisco.com/en/US/products/sw/voicesw/ps5520/products_configuration_example09186a0080566c4a.shtml

View solution in original post

7 REPLIES 7
Highlighted
Hall of Fame Master

Please state IOS and B/ACD version that you're using.

Highlighted

Hi Paolo,

I am on a UC560 with software pack 8.6.1.

IOS is  UC500 Software (UC500-ADVIPSERVICESK9-M), Version 15.1(4)M5, RELEASE SOFTWARE (fc1)

Hardware is as follows:

Cisco UC560-T1E1-K9 (MPC8378) processor (revision 0x100) with 497664K/26624K bytes of memory.
Processor board ID FGL170111MC
MPC8378 CPU Rev: Part Number 0x80C4, Revision ID 0x21
114 User Licenses
4 Gigabit Ethernet interfaces
48 Serial interfaces
2 terminal lines
2 Channelized T1/PRI ports
1 Virtual Private Network (VPN) Module
4 Voice FXO interfaces
4 Voice FXS interfaces
1 Voice MoH interface
1 cisco service engine(s)
256K bytes of non-volatile configuration memory.
250880K bytes of ATA CompactFlash (Read/Write)

I will post the BACD/AA config shortly

Highlighted

Here's the BACD/AA config. Let me know if you need the whole UC config and I will post.

ephone-hunt 50 longest-idle

pilot A3990

list 4901, 4902, 4903, 4906, 4905, 4907, 4908, 4909, 4910, 4911, 4912, 4913, 4914, 4904

timeout 7, 7, 7, 7, 7, 7, 7, 7, 7, 7, 7, 7, 7, 7

no-reg pilot

statistics collect

description *** CCA BACD ***

application

service aaservice0 flash:/bacdprompts/app-b-acd-aa-3.0.0.2.tcl

param aa-pilot 3990

paramspace english index 0

param second-greeting-time 60

paramspace english language en

param call-retry-timer 1

param voice-mail 3998

param max-time-call-retry 3600

param service-name bacd

param number-of-hunt-grps 1

paramspace english location flash:/bacdprompts/

param drop-through-option 1

param handoff-string aaservice0

param max-time-vm-retry 1

!

service cca_fax_detection flash:/applications/faxmail/app_fax_detect.2.1.2.2.tcl

param fax-dtmf 2

param mode listen-first

param voice-dtmf 1

param prompt flash:/applications/faxmail/en_listen_first.au

!

service bacd flash:/bacdprompts/app-b-acd-3.0.0.2.tcl

param number-of-hunt-grps 10

param queue-len 30

param queue-cme-debugs 1

param aa-hunt1 A3990

dial-peer voice 5000 voip

description *** CCA BACD ***

service aaservice0

destination-pattern 3990

session target ipv4:10.9.120.245

incoming called-number 3990

dtmf-relay h245-alphanumeric

codec g711ulaw

no vad

!

dial-peer voice 2006 voip

description ** cue auto attendant2 number **

translation-profile outgoing PSTN_CallForwarding

destination-pattern 3996

b2bua

session protocol sipv2

session target ipv4:10.1.10.1

voice-class sip outbound-proxy ipv4:10.1.10.1

dtmf-relay rtp-nte

codec g711ulaw

no vad

!

dial-peer voice 2007 voip

description ** cue auto attendant3 number **

translation-profile outgoing PSTN_CallForwarding

destination-pattern 3995

b2bua

session protocol sipv2

session target ipv4:10.1.10.1

voice-class sip outbound-proxy ipv4:10.1.10.1

dtmf-relay rtp-nte

codec g711ulaw

no vad

Highlighted

Paolo I did some more research on the forum and found another post that you commented on here:

https://supportforums.cisco.com/message/3802334#3802334

I should edit my original notes to say my AA's are CUE AA's and while not multi-layered, as I am using multiple CUE AA's rather than the BACD options, do you think this could be the issue?

All incoming calls ring to CUE Auto Attendant 1

Option 1 Rings to CUE Auto Attendant 2

Option 2 Rings to Call Blast

CUE Auto Attendant 2 is configured as follows    

Option 1 Rings to BACD

Option 2 Rings to Hunt Group

Option 3 Rings to CUE Auto Attendant 3

CUE Auto Attendant 3 is configured as follows

Option 1 Rings to Hunt Group

Option 2 Rings to Hunt Group

Option 3 Rings to BACD

I'm considering taking all but the first AA from CUE and using BACD for all prompt mgmt for example:

All incoming calls ring to CUE Auto Attendant 1

Option 1 Rings to BACD

Option 2 Rings to Call Blast

From there doing all my AA configuration on the BACD.  The problem I'm seeing now is that interactive BACD/AAs are not supported in CCA, only drop in.  If any change is performed on the BACD from CCA, it wipes it and reconfigures from scratch, so all methods of BACD configuration would need to be done via CLI and would likely negate STAC support.      

Highlighted

I don't thonk that usinc CUE AA is a problem. But I would set call retry more resonably to 5 secs.

I cannot comment on CCA. I've never used it and never needed STAC support.

Highlighted

From Cisco STAC:

Here is a description of the problem we have discussed:  Users unable to receive calls when part of a BACD.

Options to try for call routing to the BACD.

1.       Have a Inbound dial plan point directly to the BACD group

2.       Inbound call to a receptionist and have them transfer the caller to the BACD

3.       Have an option in the AA to play a prompt to call this phone number for the service the BACD provide

4.       Have an option in the AA to route the call out to the PSTN and route back into the BACD.  Example:  call other number  918666061866

I will provide documentation for this being an unsupported configuration as soon as possible.  My office hours are Thursday thru Monday 9am to 6pm, eastern time.   For immediate assistance please call us at 1-866-606-1866 for the next available engineer.

Cisco STAC previous email:

Here is a description of the problem we have discussed:

Users unable to receive calls when part of a BACD.

Next Steps:

We need to break the call from that goes from PSTN -> AA  -> BACD

We need to either send the calls directly to the BACD or utilize an hunt/blast group instead of an AA

Highlighted

I cannot comment on positions and answers given by Cisco STAC.

In my experience, and as described in the following Cisco document, it is fine and supported to have CUE AA to front-end calls to B/ACD-AA.

http://www.cisco.com/en/US/products/sw/voicesw/ps5520/products_configuration_example09186a0080566c4a.shtml

View solution in original post