Basic Automatic Call Distribution (B-ACD) on UC500/SBCS
We have the ability to configure B-ACD using the Cisco Configuration Assistant (CCA) version 2.0.1 (point release required) and the Smart Business Communication System (SBCS) version 1.5 software bundles. This new SW includes fully integrated and tested TCL scripts and voice prompts (version 18.104.22.168), which are copied to UC520 system flash memory and invoked by a simple IOS dial-peer (a hunt group pilot number dialed from any phone). This is completely configurable from CCA and there is no need to perform any manual IOS CLI commands as a Partner to get this working for your customers.
Many Partners have meetings with end customers and are asked why is it called "Basic" and what dont I get with it. I read all the documents and set it up in my lab, and operated it for a couple days and realized it has alot of basic functions. I think this information could be used as source material for a Partner Questionnaire, so please feel free to use it as you wish.
There can be up to 10 BACD Hunt Groups supported on a single UC520 system.
BACD uses Ephone hunt groups, not voice hunt groups and as such, cannot support agent phones assigned across a multisite (in other words, can not have some in site 1 and some in site 2), but each site can send calls across a multisite to pilot ACDs unique to each site.
Up to 30 callers are supported per BACD queue.
Up to 20 Cisco IP Phones can be assigned as member ‘agents’ to each BACD hunt group in any order you like.
The hunt group algorithms include:
Sequential: Calls are routed to Basic ACD hunt group members in the order they are listed in the Members dialog.
Peer: Calls are routed to Basic ACD hunt group members in round-robin order (circular).
longest-idle: Calls are routed to the member of the BACD hunt group with the longest idle time.
A maximum of 168 hours of statistics can be accumulated for all BACD groups.
The BACD groups can be accessed from a PSTN DID, a DID SIP Trunk, FXO line mapping or via the Automated Attendant (AA).
All Agent Phones will have their MWI flash in a meaningful way when a call is ringing into the BACD hunt group as well as display a text message indicating the number of calls that are currently in queue.
The AA may be configured to work with multiple BACD groups as shown in this example:
‘dial 1 for plumbing, dial 2 for Electrical, dial 3 for air conditioning and heating’ and behind each of those selections, is a call to one of the BACD groups.
(Be advised that you will be constrained to 6 concurrent calls in this case handled at the AA at any given time)
We can configure the destination for calls unanswered by the B-ACD hunt group, either because all agents are logged out or busy, or the maximum call retry limit is exceeded. Unanswered calls can be forwarded to:
Voice Mail – a General Delivery Mailbox all agents can access
Internal extension on the UC520
Other Number (external PSTN number).
We can configure the number of seconds to wait before re-sending the call back to the local hunt group for each BACD service from 1-30 seconds.
We can configure the number of times to retry the destination specified for “No answer forward to” before any call is dropped with the BACD disconnect prompt. Valid values range from 1 to 3. The default value is 1.
We can configure the number of seconds to wait before playing the Basic ACD busy prompt (en_bacd_allagentsbusy.au) between when a caller joins the BACD queue and when the second greeting is played or replayed. The same time interval is used between repeats of the second greeting. Valid values range from 30 to 120 seconds. The default busy prompt file can be modified.
We can configure the maximum amount of time for call retries before the call is forwarded to the final “No answer forward to” destination. This is the maximum amount of time that the call can stay in the queue. Valid values range from 60 to 3600 seconds. The default value is 600 seconds (10 minutes).
We can configure the number of seconds before a call that is unanswered by a member (agent) of the hunt group is directed to the next member of that group. The default is 8 seconds.
We can enable (or not) auto-logout, by specifying the number of attempts with no answer by any agent, which when exceeded the agent phone is logged automatically logged out of the BACD hunt group (Range 1-20).
We can customize what message is displayed on all agent phones when all of them unknowingly log out at the same time (i.e. All Agents Logged Out)
We can choose from on of the default BACD prompts or custom record the following promots:
Transfer to Basic ACD Prompt
Finally, we can define a local PC on the UC520 data LAN to act as a TFTP server to receive BACD reports in .csv file format. They will have to be formated by the partner.