05-17-2013 03:34 PM - edited 03-21-2019 07:22 AM
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
Solved! Go to Solution.
05-20-2013 04:45 AM
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.
05-18-2013 02:00 AM
Please state IOS and B/ACD version that you're using.
05-18-2013 06:37 PM
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
05-18-2013 06:46 PM
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
05-18-2013 10:32 PM
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.
05-18-2013 11:25 PM
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.
05-19-2013 07:15 PM
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
05-20-2013 04:45 AM
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.
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