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Table Of Contents
Cisco Unified CME Basic Automatic Call Distribution and Auto-Attendant Service
Information About Cisco Unified CME B-ACD
Cisco Unified CME B-ACD Overview
Cisco Unified CME B-ACD Components
Cisco Unified CME B-ACD Call Activity Reports
Custom Cisco Unified CME B-ACD AA and Call-Queue Scripts
How to Configure Cisco Unified CME B-ACD
Planning the Cisco Unified CME B-ACD Call Flow
Downloading Tcl Scripts and Audio Prompts
Setting Up Incoming Dial Peers for AA Pilot Numbers
Setting Up Call-Queue and AA Services
Monitoring and Maintaining Cisco Unified CME B-ACD Service
Verifying Cisco Unified CME B-ACD Status
Updating Script Parameters and Audio Prompts
Troubleshooting Tips for Cisco Unified CME B-ACD
Cisco Unified CME B-ACD with One AA: Example
Cisco Unified CME B-ACD with Drop-Through Option: Example
Cisco Unified CME B-ACD with Two AAs Set Up for Drop-Through Option: Example
Cisco Unified CME B-ACD with Multiple AAs and Drop-Through Option: Example
Cisco Unified CME Basic Automatic Call Distribution and Auto-Attendant Service
Revised: September 25, 2007, OL-11944-01
Note
Prior to version 4.0, the name of the product was Cisco CallManager Express (Cisco CME). Prior to version 3.0, the name was Cisco IOS Telephony Services (Cisco ITS).
For Cisco CME 3.2.1 and later versions, basic automatic call distribution (B-ACD) and auto-attendant (AA) service is available to provide the following functionality:
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The Cisco Unified CME B-ACD and AA service (hereinafter referred to as Cisco Unified CME B-ACD) is described in the following sections:
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Information About Cisco Unified CME B-ACD
This section describes what Cisco Unified CME B-ACD is and how it works. It contains the following sections:
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Cisco Unified CME B-ACD Overview
Cisco Unified CME B-ACD provides automatic answering and call distribution for calls through the use of interactive menus and local hunt groups. Each Cisco Unified CME B-ACD application consists of one or more auto-attendant (AA) services and one call-queue service.
The call flow for a simple Cisco Unified CME B-ACD service is shown in Figure 1. An incoming call dials the B-ACD AA pilot number and hears a prompt that provides a greeting and instructions to help the caller automatically route the call.
For example, callers to a newspaper might hear: "Thank you for calling the Times. To place an advertisement or to subscribe to the Times, press 1; for the editorial department, press 2; for the operator, press 0; if you know your party's extension, press 4." Callers who do not select an option will hear the greeting and menu options repeated.
After a caller presses a digit to be connected to a particular department or service, the call is routed to a call queue for an ephone hunt group that has been set up to answer calls for that department or service. If a phone is available in the hunt group, the call is connected. If no phone is available in the hunt group, the call remains in the call queue. While the call is in the queue, the caller hears music on hold (MOH). At intervals, the caller hears a second greeting audio prompt. From the queue, the call periodically reattempts to connect to a phone in the hunt group. If no phone becomes available within a specified period, the call is routed to an alternate, configurable destination.
The Cisco Unified CME B-ACD application is specified by two Tool Command Language (Tcl) scripts: an AA script that handles the welcome prompt and menu choices, and a call-queue script that manages call routing and queuing behavior.
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Figure 1 illustrates a call flow that is directed by the Tcl AA and call-queue scripts.
Figure 1 Cisco Unified CME B-ACD Service Call Flow
Cisco Unified CME B-ACD Components
As mentioned, the Cisco Unified CME B-ACD application consists of a call-queue service and one or more AA services. The configurable components of these services are described in the following sections:
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Pilot Number
Each AA service has its own AA pilot number that callers dial to reach the AA. This number is specified in the param aa-pilot command. The AA pilot number is not associated with an ephone or physical phone, but you do need to define a dial peer with the AA pilot number as the incoming called number so that this number is reachable by outside callers.
Welcome Prompt and Other Audio Files
The welcome prompt is an audio file that is played when a call is answered by the pilot number. This audio file is one of a number of audio files that are used with the B-ACD service to inform callers of their status and any actions that they may take. In particular, you will want to create personalized audio files to describe the menu choices that are available to your callers. Cisco Unified CME B-ACD audio files are described in the following sections:
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Rerecording Default Audio Files
Default audio files are provided for each point in the script at which prompts are given to callers. You download the default audio files from the Cisco Unified CME Software Download website and copy them to a place that can be reached by the Cisco Unified CME router, such as flash memory or a TFTP server. The audio files and the script files are bundled in a tar archive called cme-b-acd-x.x.x.tar on the website. The default files and their messages are listed in Table 2. You can rerecord personalized messages over the default messages, but you should not change the names of the audio files, except as specifically described in the "Changing Language Codes and Filenames" section.
To rerecord and install the default audio prompts before using a Cisco Unified CME B-ACD service for the first time, follow the steps in the "Downloading Tcl Scripts and Audio Prompts" section. To rerecord audio prompts in an existing Cisco Unified CME B-ACD service, follow the steps in the "Updating Script Parameters and Audio Prompts" section.
If you do rerecord any of the audio files, note that the Cisco Unified CME B-ACD prompts require a G.711 audio file (.au) format with 8-bit, mu-law, and 8-kHz encoding. We recommend the following audio tools or others of similar quality:
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For more information, see the "Configuring Audio File Properties for TCL IVR and VoiceXML Applications" chapter in the Cisco IOS Tcl IVR and VoiceXML Application Guide.
Changing Language Codes and Filenames
Audio prompts can be recorded in any language. Default files are supplied in English (see Table 2).
The names of audio prompt files consist of two parts: a prefix, which is a language code, and an identifier that tells you the file's function. For example, en_bacd_welcome.au consists of a prefix, en, and an identifier, _bacd_welcome.au, which indicates that the file contains the welcome prompt. Note that the identifier always begins with an underscore. The prefix can be changed to represent any of the following built-in language packages:
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In the audio files, you may record a prompt in any language. It is not necessary to change the prefix of a file that contains a prompt in a different language because the language-code prefixes are used for features that are not a part of the Cisco Unified CME B_ACD service. But it is important that the language-code prefixes for your files match the language code that is specified in the language-code parameter in the paramspace language command, regardless of the language actually used in the audio file. For more information, see the "Configuring Audio File Properties for TCL IVR and VoiceXML Applications" chapter in the Cisco IOS Tcl IVR and VoiceXML Application Guide.
The identifier part of the name of an audio file should not be changed, with the exception of the _bacd_welcome.au file, as explained in the following paragraphs. The scripts will be looking for audio files that have the same identifying names as those in Table 2 and that have the same prefix that you specify in the paramspace language command.
The two exceptions to the general filenaming rules are the welcome-prompt audio file (default is en_bacd_welcome.au) and the drop-through-option prompt audio file (no default supplied). The identifying parts of the filenames for these two audio prompts are specified explicitly during configuration and are completely user-configurable. These files may use any filenames as long as the names observe the following conventions:
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More information about the welcome-prompt file and its contents is available in the "Using Audio Files to Describe Menu Choices" section. More information about the drop-through-prompt file is available in the "Drop-Through Mode" section.
Using Audio Files to Describe Menu Choices
By default, two audio files are supplied to provide initial caller orientation and guidance about the menu choices that are available: en_welcome_prompt.au and en_bacd_options_menu.au. You can rerecord customized messages over the default messages that are supplied in these files, as explained in Table 3.
If your Cisco Unified CME B-ACD service uses a single AA service, record a welcome greeting in en_welcome_prompt.au and record instructions about menu choices in en_bacd_options_menu.au.
If your Cisco Unified CME B-ACD service uses multiple AA services, you will need separate greetings and instructions for each AA, using the following guidelines:
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Table 3 Audio Files That Describe Menu Choices
en_welcome_prompt.au
Filename can be changed; must match the name specified in the param welcome-prompt command.
To change the language prefix or identifier part of the filename, follow the guidelines in the "Changing Language Codes and Filenames" section.
Default is "Thank you for calling."
When you have a single AA service, use this audio file to record a customized greeting.
When you have multiple AAs, use this audio file to record a customized greeting and menu options for customers to use.
en_bacd_options_menu.au
Only the language prefix can be changed; the identifying part of the filename must remain the same.
Default is "For sales press 1, (pause) for customer service press 2 (pause), to dial by extension press 3 (pause), to speak to an operator press zero."
When you have a single AA service, use this audio file to record menu options for customers.
When you have multiple AAs, record silence in this file. A minimum of one second of silence must be recorded.
Menu Options
The purpose of a Cisco Unified CME B-ACD service is to automatically route calls to the correct destination in your organization. Interactive AA services enable you to provide menu options to callers so that they can make the appropriate choices for their calls. The types of menu options that are available in Cisco Unified CME B-ACD are described in Table 4. Menu options are announced to callers by audio prompts, which are described in the "Welcome Prompt and Other Audio Files" section.
Hunt Group Option and Ephone Hunt Groups
Most often, a Cisco Unified CME B-ACD service will connect callers to hunt groups, as shown by menu options 1, 2, and 3 in Figure 1. To use the newspaper example, one of the hunt groups might be a group of editorial writers who take turns answering the calls that select the option to speak to the editorial group. A maximum of ten hunt groups can be used with a B-ACD call-queue service.
A Cisco Unified CME B-ACD hunt group is an ephone hunt group that has been configured without the final command. The final destination for a call in an ephone hunt group used with the B-ACD service is determined by the configuration of the B-ACD service and is controlled by the call-queue service rather than by the hunt group configuration.
The hunt group option is configured using the aa-hunt parameter that associates menu numbers with the pilot numbers of hunt groups. For example, the following command associates menu option 2 (aa-hunt2) with the ephone hunt group pilot number 1111. In this example, when callers dial 2 after hearing the menu-choices audio prompt, they are put in the call queue for the hunt group with the pilot number 1111.
param aa-hunt2 1111An operator hunt group is a special case of hunt group. It is a group of phones that is prepared to provide lookup and connection services to callers. For this purpose, the B-ACD script assumes that the hunt group with the highest aa-hunt number is the operator group and allows this group to be reached when a caller dials 0 or dials the aa-hunt option number. For example, in a B-ACD application with two hunt groups, aa-hunt1 and aa-hunt2, a caller who dials 0 will be connected to aa-hunt2.
Figure 2 shows how B-ACD menu options work together with hunt groups. When a caller selects a menu option associated with a hunt group, the AA service calls the corresponding ephone hunt group pilot number. The B-ACD call-queue service is activated and the call is placed in a queue so that it can to be transferred to an ephone-dn when one becomes available.
It is important to note that, while the hunt group configuration specifies the type of hunt group and its membership, the B-ACD service controls call queuing and the alternate destination of B-ACD calls when a hunt group is unavailable. For more information on call-queue behavior, see the "Call Queues" section. For more information about alternate destinations, see the "Alternate Destination for Unavailable Hunt Groups" section.
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For information about ephone hunt groups and their configuration, see the "Hunt Groups" section in the "Call-Coverage Features" chapter of the Cisco Unified CallManager Express System Administrator Guide.
Figure 2 Example of Cisco Unified CME B-ACD Hunt Groups
Dial-by-Extension Option
The Cisco Unified CME B-ACD service can also have a dial-by-extension option, which allows callers to dial internal extension numbers when they already know the extension number. The dial-by-extension option is shown as menu option 4 in Figure 1.
The dial-by-extension option is configured by specifying a menu option number for the dial-by-extension parameter. When the following command is used, callers can dial 1 and then an extension number.
param dial-by-extension-option 1Within a B-ACD call-queue service, the dial-by-extension option number and the hunt group option numbers must be mutually exclusive. This restriction means that the option number used for the dial-by-extension option cannot be the same as any of the option numbers used with the aa-hunt options. For example, if you use aa-hunt1 to aa-hunt5 to specify hunt groups in your call-queue service configuration, then you can use option 6 for the dial-by-extension option but not any of the numbers 1 to 5. If all ten aa-hunt numbers are used for hunt groups in the call-queue service, there is no option left for the dial-by-extension option. Note that this restriction is based on all the option numbers (aa-hunt numbers) used with the call-queue service and not on the option numbers used with an AA application.
Drop-Through Mode
Most AAs that are used with Cisco Unified CME B-ACD are set up for interactive mode, in which callers make choices about the routing of their calls on the basis of the menu information that is provided to them in an audio prompt. In Cisco CME 3.2.1 and later versions, an AA can be set up for drop-through mode instead of interactive mode.
When an AA is configured for drop-through mode, the AA sends incoming calls directly to a call queue without providing menu choices to callers. Once in the queue, a caller hears ringback if an agent is available or music on hold (MOH) if all agents are busy. If a prompt for drop-through mode is configured, the caller hears the prompt before being sent to the queue as described. The drop-through prompt is simply a greeting to callers; it might say "Thank you for calling XYZ, Inc. An agent will be with you shortly." Note that customers cannot make interactive choices in drop-through mode; calls are simply answered and routed to a call queue.
Multiple Auto-Attendant Services
Cisco CME 3.2.1 and later versions support the creation of multiple AA services that feed into a single call-queue service that manages up to ten ephone hunt groups (individual call queues). Each of the AAs can be set up to use different options or to reach different hunt groups, and AAs can also share hunt groups. For instance, you can have three AAs that each use three hunt groups, or you can have five AAs that share some of the ten hunt groups, or ten AAs that each use one hunt group. This flexibility allows companies to create different automatic-attendant treatment for different classes of callers.
For example, you can set up an AA in interactive mode to answer calls using a prerecorded message that offers various menu choices to callers. One type of menu choice is to allow a caller to press a digit to be connected to a department or service (hunt group). Another type of menu choice can allow the caller to dial a known extension number directly.
Alternatively, you can set up an AA in drop-through mode, a new feature with Cisco CME 3.3, which is described in the "Drop-Through Mode" section. An AA that is set up in drop-through mode transfers incoming calls directly into a call queue for a hunt group without allowing any interactive choice by the caller. A prompt is optional in drop-through mode. When you configure multiple AAs, each AA can be independently assigned to interactive or drop-through mode.
When you set up multiple interactive AAs, separate welcome prompts must be recorded for each AA. With multiple AAs, the welcome prompt is used to inform callers about the menu choices that are available to them. (With a single AA, a different audio file performs that function.) For more information, see the "Welcome Prompt and Other Audio Files" section.
A maximum of ten call queues and ephone hunt groups can be used with the call-queue script. An AA can use a maximum of three hunt groups from those ten, but an AA can also use fewer than three hunt groups or several AAs can share one or more hunt groups. A shared operator hunt group is not included in that maximum; you can add a shared operator hunt group in addition to the three hunt groups that an AA uses, or it can be part of the three hunt groups. The maximum number of calls that can be in queue for each of the ten possible hunt groups is 30, so a potential of 300 calls can be queued.
In the Cisco Unified CME B-ACD configuration, hunt groups are labeled aa-hunt1 to aa-hunt10. The digit following the "aa-hunt" part of the label corresponds to a digit that callers are instructed to dial when they reach an interactive AA. For example, if a caller is told to "dial 1 for sales," the caller will be routed to the hunt group labeled aa-hunt1 after dialing 1.
When a caller presses 0 for the operator, the digit 0 maps to the highest hunt group (aa-hunt1 to aa-hunt10) that has been configured. The hunt group aa-hunt10 is always reserved for the operator, and the default operator option is 0. Therefore, if you have set up hunt group aa-hunt7 to be the operator hunt group, a caller can dial either 7 or 0 to reach the operator hunt group. If you set up ten hunt groups, aa-hunt10 will always be the operator hunt group because it has the highest aa-hunt number.
Figure 3 illustrates a Cisco Unified CME site with multiple AAs. The first AA (AA1) is reached when customers dial the DID number 800 555-0155. AA1 can forward calls to hunt group 1 (pilot number 1010), hunt group 2 (2010), hunt group 3 (3010), or the operator hunt group (hunt group 7 or pilot number 1030).
The second automated attendant service (AA2) is reached when customers dial the DID number 800 555-0177. AA2 can forward calls to hunt group 3 (pilot number 3010), hunt group 4 (1020), hunt group 5 (2020), or the operator hunt group (hunt group 7 or 1030).
The third automated attendant service (AA3) is reached when customers dial the DID number 800 555-0188. AA3 can forward calls to hunt group 6 (pilot number 3020) only.
Figure 3 Multiple AA Hunt Group Assignment
The following characteristics summarize Cisco Unified CME B-ACD properties:
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Call Queues
As shown in Figure 1, most incoming calls to a Cisco Unified CME B-ACD service are transferred to call queues associated with hunt groups. If a member of the hunt group is available to take a call, the call is connected. If no member of the hunt group is available, the call remains in the call queue for that hunt group. Note that a call queue, although dedicated to a particular hunt group, is managed by the B-ACD call-queue script and not by the hunt group itself.
While a call is in queue, the caller hears music on hold. (Note that for Cisco Unified CME B-ACD, music on hold from a live feed is not available in Cisco CME 3.3.) While in the call queue, the call periodically retries the hunt group to see if a hunt group member is available to answer the call. A second greeting is played to reassure callers that they are still in line to be answered. For example, the second greeting might say: "Thank you for waiting. Calls are answered in the order they are received. Please remain on the line." For more information about recording a customized second greeting, see the "Welcome Prompt and Other Audio Files" section.
When the maximum time in queue expires without a successful retry to connect the call to the hunt group, the call-queue service considers the call unanswerable and sends it to an alternate destination outside the Cisco Unified CME B-ACD service, as described in the "Alternate Destination for Unavailable Hunt Groups" section.
Call-queue parameters are configurable. You can specify the amount of time that passes between hunt-group retries and the maximum amount of time that a call can be held in queue. You can record your own second-greeting audio file. You can also specify the maximum number of calls that queues can contain and enable the collection of information for debugging the call queue.
Figure 4 shows how an AA and a call-queue service handle the following three calls when the call-queue length is set to ten calls:
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In summary, B-ACD calls that are intended for a hunt group are handled as follows:
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Figure 4 Cisco Unified CME B-ACD Call Queues with Queue Length Set to 10
Alternate Destination for Unavailable Hunt Groups
Figure 1 shows that calls are diverted to an alternate destination in two circumstances:
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The alternate destination can be any number at which you can assure call coverage, such as a voice-mail number, a permanently staffed number, or a number that rings an overhead night bell. After a call is diverted to an alternate destination, it is no longer controlled by the B-ACD service. This parameter is set with the param voice-mail command.
The B-ACD call-queue service relinquishes control of a call only when the alternate destination answers the call. If the call cannot be connected, it remains in the queue. If the param max-time-vm-retry command is set to a number higher than one, the call-queue service retries to connect that number of times. If no connection can be made to the alternate destination, the call is disconnected.
If you send calls to a voice-mail system as an alternate destination, be sure to set up the voice-mail system as specified in the documentation for the system. In addition, see the "Integrating Voice Mail" chapter of the Cisco Unified CallManager Express System Administrator Guide.
Whatever number is specified for an alternate destination must be associated with a dial peer that is reachable by the Cisco Unified CME system.
Configuring for Voice Mail
An external voice-mail system is not part of a Cisco Unified CME B-ACD application, but if you have such a system, the following steps must be used in Cisco Unified CME to enable that voice-mail system to receive calls from the B-ACD service.
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param voice-mail 5000Step 2
dial-peer voice 100 voipdestination-pattern 5000session protocol sipv2session target ipv4:192.168.10.1codec g711ulawdtmf-relay sip-notifyno vadFor information about dial peer configuration, see the Dial Peer Configuration on Voice Gateway Routers guide.
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voice service voipallow-connections h323 to h323allow-connections h323 to sipno supplementary-service h450.2no supplementary-service h450.3Step 3
ephone-hunt 1 longest-idlepilot 1111list 1001,1002,1003,1004timeout 10ephone-hunt 2 longest-idlepilot 2222list 2001,2002,2003,2004,2005,2006,2007,2008,2009,2010timeout 10Step 4
param queue aa-hunt1 1111param queue aa-hunt2 2222Step 5
ccn application voicemaildescription "voicemail"enabledmaxsessions 8script "voicebrowser.aef"parameter "logoutUri" "http://localhost/voicemail/vxmlscripts/mbxLogout.jsp"parameter "uri" "http://localhost/voicemail/vxmlscripts/login.vxml"end applicationccn engineend engineccn subsystem jtapiccm-manager address 10.0.0.0end subsystemccn subsystem sipgateway address "192.168.10.1" ;This is the address used in the Cisco Unified CME;session target command in the voice-mail dial peer.end subsystemccn trigger sip phonenumber 5000 ;This is the voice-mail pilot number.application "voicemail"enabledmaxsessions 8end triggergroupname hunt1 phonenumber "1111" ;This is hunt group 1's pilot number.groupname hunt2 phonenumber "2222" ;This is hunt group 2's pilot number.voicemail mailbox owner "hunt1 " size 3000end mailbox<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" />voicemail mailbox owner "hunt2 " size 3000end mailboxFor more information about configuring mailboxes for your voice-mail application, see the documentation for your application.
For information about integrating with Cisco Unity, see the Cisco CallManager Express Integration Guide for Cisco Unity.
For more information about integrating with Cisco Unity Express, see Integrating Cisco CallManager Express with Cisco Unity Express.
Cisco Unified CME B-ACD Call Activity Reports
Two call report methods allow you to monitor call activity. One is the show ephone-hunt command, which displays call statistics with descriptions. The other uses TFTP to automatically create comma-delimited call-statistics files for reports. The statistics can be merged into charts or graphs for easier reading with applications such as Microsoft Access and Excel.
For example, a newspaper could measure caller response to an editorial by issuing the show ephone-hunt command for a specific period of time. If the newspaper wanted to collect statistics about the occurrence and duration of peak call times, it could use TFTP reports to gather data at hourly intervals. The newspaper could also use either method to gather information about the average time and longest time it took for calls to be answered, the number of callers that hung up or left voice-mail messages, and so forth. For more information, see the "Collecting Statistics" section.
Custom Cisco Unified CME B-ACD AA and Call-Queue Scripts
The set of Cisco IOS software commands that are described in this document allow you to set values for parameters that are used with the Cisco Unified CME B-ACD AA and call-queue Tcl scripts. Direct editing of the Tcl scripts that support the applications is not recommended or supported by the Cisco Technical Assistance Center (TAC). If you want us to develop customized application scripts for you, contact the Developer Support group at developer-support@cisco.com. This is a fee-based service. If you are interested in developing Tcl scripts yourself, you can join the Cisco Developer Support Program. This fee-based service provides you with a consistent level of support and provides an easy process for opening, updating, and tracking issues using the Online Case tracking tool available at Cisco.com.
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In Cisco IOS Release 12.4(15)T and later releases, Cisco Unified CME B-ACD AA and call-queue Tcl scripts are embedded in the Cisco IOS software which are functionally the same as the scripts available in the Cisco Unified CME B-ACD tar archives. Use these embedded, or built-in, scripts as a baseline for testing and debugging customized scripts.
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How to Configure Cisco Unified CME B-ACD
This procedure sets up a Cisco Unified CME B-ACD service on the Cisco Unified CME router to handle the automatic receipt and distribution of incoming calls. It consists of the following tasks:
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Planning the Cisco Unified CME B-ACD Call Flow
In this task, you will make decisions about how incoming calls should be handled. The decisions that you make will determine the type and number of AAs and call queues (ephone hunt groups) that you need to set up, as well as routing options and an alternate destination to offer callers if a hunt group is unavailable.
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DETAILED STEPS
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Select a name to use for the call-queue service.
During configuration, the call-queue service name is used in the commands that pertain to the call-queue service. There is only one call-queue service for a Cisco Unified CME B-ACD. You can use any name.
Step 2
Decide whether more than one AA application is needed.
If you want some callers to have different menu options than other callers, set up multiple AA applications. For instance, you might want some callers to be directly connected to a hunt group, and you might want other callers to have the option of dialing an extension or choosing among several hunt groups. For more information about multiple AAs, see the "Cisco Unified CME B-ACD Components" section.
Step 3
Select a name and pilot number to use for each AA application.
During configuration, the AA application name is used to specify that certain commands pertain to an AA application. You can use any name, and you need a different name for each AA that you define.
Each AA needs its own pilot number, which must be reachable from outside the Cisco Unified CME system.
Step 4
Select the number and type of call-routing (menu) options to offer callers for each AA application.
For each AA application, decide what options to offer callers and what hunt groups you will use.
You can designate that an AA application will operate in interactive mode, in which callers make active choices on the basis of the menu choices that you offer. By pressing the specified digit, a caller can take any of the following actions:
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Alternatively, you can designate that an AA application will operate in drop-through mode, in which calls are directly sent to a hunt group without giving callers the opportunity to make choices.
There is one call-queue service per B-ACD, which can handle up to ten ephone hunt groups. Each AA application can handle up to three hunt groups, in addition to a shared operator hunt group. For more information, see the "Menu Options" section and the "Hunt Group Option and Ephone Hunt Groups" section.
Step 5
Decide on the wording for your customized prompts.
Each default audio prompt from the Cisco Unified CME Software Download website can be rerecorded with custom information for your application. Plan the wording that you want to use for each prompt. For more information, see the "Welcome Prompt and Other Audio Files" section.
Step 6
Decide on the call-retry parameters that you want to set.
You can change the defaults for the following values:
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For more information, see the "Call Queues" section.
Step 7
Choose an alternate destination for calls that are unanswered because a hunt group is unavailable or because the maximum call-retry timer has expired.
The alternate destination that you choose might be a pilot number for voice mail, or a number that is assigned to an overhead bell, or some other number that you are sure will be answered. For more information, see the "Alternate Destination for Unavailable Hunt Groups" section.
Downloading Tcl Scripts and Audio Prompts
In this task, you prepare the script files and prompt files that are necessary for your Cisco Unified CME B-ACD service.
SUMMARY STEPS
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Step 1
Download the Cisco Unified CME B-ACD tar archive to a TFTP server that is accessible to the Cisco Unified CME router.
Go to the Cisco Unified CME Software Download website at http://www.cisco.com/cgi-bin/tablebuild.pl/ip-iostsp.
Download the Cisco Unified CME B-ACD tar archive called cme-b-acd-2.1.0.0.tar (or a later version) to a TFTP server that is accessible to the Cisco Unified CME router.
This tar archive contains the AA Tcl script, the call-queue Tcl script, and the default audio files that you need for Cisco Unified CME B-ACD service.
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Step 2
enable
Example:Router> enable
Enables privileged EXEC mode on the Cisco Unified CME router.
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Step 3
archive tar /xtract source-url flash:
Example:Router#
archive tar /xtract tftp://192.168.1.1/cme-b-acd-x.x.x.tar flash:Uncompresses the files in the Cisco Unified CME B-ACD file archive and copies them to flash memory. The following files are contained in the cme-b-acd-x.x.x.tar archive:
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Step 4
Rerecord audio files if necessary.
Rerecord audio files with your custom messages, but do not change the audio filenames except as specified here.
Note that each audio filename is composed of two parts: a language code prefix and an identifier portion that begins with an underscore. (For example, for en_bacd_invalidoption.au, en is the prefix and _bacd_invalidoption.au is the identifier portion.)
The prefix portion of the audio filename can be changed to match any of the language codes that are allowed in the paramspace language command. The prefix must match the language code that you specify in that command, regardless of the language actually used in the audio file. For example, if you use the Spanish language code for the invalid option file, the filename would be sp_bacd_invalidoption.au.
The identifier portion of the filename must not be changed, except for the en_bacd_welcome.au file. That filename must be changed when you have multiple AAs because you need a different welcome message, and therefore a different audio file, for each AA. You can use any name that follows the same format as the default file: start the filename with a prefix that matches the specified language code, and start the identifier portion with an underscore. Use a .au suffix for the filename.
For more information about audio files, see the "Welcome Prompt and Other Audio Files" section.
Examples
The following example extracts files from the archive called cme-b-acd-2.1.0.0 on the server at 192.168.1.1 and copies them to the Cisco Unified CME router flash memory.
archive tar /xtract tftp://192.168.1.1/cme-b-acd-2.1.0.0.tar flash:Setting Up Incoming Dial Peers for AA Pilot Numbers
In this task, you associate dial peers for incoming calls with the AA service that you want them to use.
Cisco Unified CME B-ACD is available for outside calls through voice ports and trunks, for which dial peers must be set up. When you set up a dial peer, you use the service command to associate it with the name of the Cisco Unified CME B-ACD AA service that you want callers to that dial peer to reach. The service name is the one that you create in Step 3 in the "Planning the Cisco Unified CME B-ACD Call Flow" section and that you assign to the AA script in Step 10 in the "Setting Up Call-Queue and AA Services" section.
Note
To determine how many ports or trunks you must have for your Cisco Unified CME B-ACD service, consider the following:
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The number of simultaneous calls that Cisco Unified CME B-ACD can handle is limited by the number of PSTN ports, but these ports may not always be in use. For example, you could have three queues with ten slots per queue, but configure only 10 ports instead of 30 because you do not expect the three queues to ever be full at one time.
SUMMARY STEPS
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dial-peer voice tag voip4.
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DETAILED STEPS
Step 1
enable
Example:Router> enable
Enables privileged EXEC mode on the Cisco Unified CME router.
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Step 2
configure terminal
Example:Router# configure terminal
Enters global configuration mode.
Step 3
dial-peer voice tag pots
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dial-peer voice tag voip
Example:Router(config)# dial-peer voice 234 pots
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Example:Router(config)# dial-peer voice 25 voip
Enters dial-peer configuration mode.
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Step 4
service aa-service-name
Example:Router(config-dial-peer)# service aa1
Associates this dial peer with an AA service.
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Step 5
incoming called-number number
Example:Router(config-dial-peer)# incoming called-number 8005550100
Specifies a digit string that can be matched by an incoming call to associate the call with a dial peer.
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Step 6
port slot/port
Example:Router(config-dial-peer)# port 1/0:23
Associates a dial peer with a specific voice port.
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Step 7
exit
Example:Router(config-dial-peer)# exit
Exits dial-peer configuration mode.
Step 8
Repeat Step 3 to Step 7 for each additional dial peer that will receive incoming calls to be directed to an AA service.
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Examples
The following example enables a Cisco Unified CME B-ACD AA service called aa on dial peers that are associated with incoming voice ports 1/1/0 and 1/1/1. The calls over these voice ports are sent to the Cisco Unified CME B-ACD pilot number (800 555-0100).
dial-peer voice 1000 potsservice aaincoming called-number 8005550100port 1/1/0dial-peer voice 1001 potsservice aaincoming called-number 8005550100port 1/1/1The following example enables a Cisco Unified CME B-ACD AA service called aa on an incoming dial peer that is associated with a T1 voice trunk. The calls over these voice ports are sent to the Cisco Unified CME B-ACD pilot number (800 555-0100).
dial-peer voice 1003 potsservice aaincoming called-number 8005550100direct-inward-dialport 1/0:23forward digits-allThe following is a VoIP dial peer, and 192.168.1.1 is a loopback IP address defined on the router. This dial peer is associated with the Cisco Unified CME B-ACD AA service called aa.
dial-peer voice 1004 voipservice aadestination-pattern 8005550100session target ipv4:192.168.1.1incoming called-number 8005550100dtmf-relay h245-alphanumericno vadcodec g711ulawSetting Up Ephone Hunt Groups
In this task you set up ephone hunt groups to receive calls from the call-queue service. A maximum of ten hunt groups can be associated with Cisco Unified CME B-ACD call-queue service. Of those ten hunt groups, a maximum of three can be associated with any one AA service, in addition to a shared operator hunt group that is available to all the AAs. Each hunt group can be assigned to a single AA, or it can be shared among multiple AAs. This task describes only the required commands to set up a hunt group. Additional, optional hunt-group commands are described in the "Hunt Groups" section in the "Call-Coverage Features" chapter in the Cisco Unified CallManager Express System Administrator Guide.
Note
SUMMARY STEPS
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DETAILED STEPS
Examples
The following two hunt groups are defined for a single AA. Note that the final command is not used in these hunt groups. Each group is a sequential hunt group with a pilot number and a secondary number. Each group contains four members.
ephone-hunt 25 sequentialpilot 7000 secondary 4085550100list 7001, 7002, 7003, 7004timeout 10ephone-hunt 26 sequentialpilot 7050 secondary 4085550101list 7051, 7052, 7053, 7054timeout 10Setting Up Call-Queue and AA Services
In this task you set parameters for the call-queue script and for each AA service that you are using. The values that you enter perform the following functions:
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This section contains the following examples:
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SUMMARY STEPS
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DETAILED STEPS
Step 1
enable
Example:Router> enable
Enables privileged EXEC mode.
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Step 2
configure terminal
Example:Router# configure terminal
Enters global configuration mode.
Step 3
application
Example:Router(config)# application
Enters application configuration mode to configure packages and services.
Step 4
service [alternate | default] queue-service-name location
Example:Router(config-app)# service queue flash:app-b-acd-2.1.0.0.tcl
In Cisco IOS Release 12.4(15)T or later releases, to use the embedded call-queue script:
Example:Router(config-app)# service queue builtin:app-b-acd
Enters service parameter configuration mode to configure parameters for the call-queue service.
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Step 5
param number-of-hunt-grps number
Example:Router(config-app-param)#
param number-of-hunt-grps 2Declares the maximum number of hunt groups supported by the Cisco Unified CME B-ACD call-queue script.
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Step 6
param aa-huntmenu-number pilot-number
Example:Router(config-app-param)#
param aa-hunt1 1111Associates a menu number with an ephone hunt group pilot number.
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Step 7
param queue-len number
Example:Router(config-app-param)#
param queue-len 15Sets the maximum number of calls allowed in each ephone hunt group's call queue used by Cisco Unified CME B-ACD.
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Step 8
param queue-manager-debugs [0 | 1]
Example:Router(config-app-param)#
param queue-manager-debugs 1Enables or disables the collection of call-queue debug information from the Cisco Unified CME B-ACD call queue service.
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Step 9
exit
Example:Router(config-app-param)# exit
Exits service parameter configuration mode for the call-queue service.
Step 10
service [alternate | default] aa-service-name location
Example:Router(config-app)# service aa flash:app-b-acd-aa-2.1.0.0.tclIn Cisco IOS Release 12.4(15)T or later releases, to use the embedded AA script:
Example:Router(config-app)# service aa builtin:app-b-acd-aa
Enters service parameter configuration mode to configure parameters for an AA service.
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Step 11
paramspace language-package location url
Example:Router(config-app-param)# paramspace english location flash:
Defines the location of audio files that are used for dynamic prompts by an interactive voice response (IVR) application.
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Step 12
paramspace language-package index number
Example:Router(config-app-param)# paramspace english index 1
Defines the category of audio files that are used for dynamic prompts by an IVR application.
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Step 13
paramspace language-package language language-code
Example:Router(config-app-param)# paramspace english language en
Defines the language code of audio files that are used for dynamic prompts by an IVR application.
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Step 14
param service-name queue-service-name
Example:Router(config-app-param)#
param service-name queueAssociates the Cisco Unified CME B-ACD AA script with the Cisco Unified CME B-ACD call queue script.
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Step 15
param handoff-string aa-service-name
Example:Router(config-app-param)#
param handoff-string aaSpecifies the AA service name to be given to the call-queue script. This is a mandatory parameter.
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Step 16
param aa-pilot aa-pilot-number
Example:Router(config-app-param)#
param aa-pilot 8005550123Associates a telephone number with this AA service.
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Step 17
param welcome-prompt audio-filename
Example:Router(config-app-param)#
param welcome-prompt _bacd_welcome.au(Optional) Assigns an audio file for the welcome greeting used by this AA service.
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The _bacd_welcome.au audio file is used by default. It announces "Thank you for calling" and includes a 2-second pause after the message. To rerecord a customized greeting in this file, see the instructions in the "Welcome Prompt and Other Audio Files" section.
Step 18
param number-of-hunt-grps number
Example:Router(config-app-param)#
param number-of-hunt-grps 2Specifies the number of hunt groups that are used with this AA service.
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Step 19
param dial-by-extension-option menu-number
Example:Router(config-app-param)#
param dial-by-extension-option 1(Optional) Enables callers to dial extension numbers after dialing the specified menu number.
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Step 20
param max-extension-length number
Example:Router(config-app-param)#
param max-extension-length 4(Optional) Restricts the number of digits that can be dialed by callers using the dial-by-extension option.
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Step 21
param drop-through-option menu-number
Example:Router(config-app-param)#
param drop-through-option 2(Optional) Assigns the drop-through option to a menu number for this AA service.
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Step 22
param drop-through-prompt audio-filename
Example:Router(config-app-param)#
param drop-through-prompt _dt_prompt.au(Optional) Associates an audio prompt file with the drop-through option for this AA service.
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To record a customized drop-through prompt, see the instructions in the "Welcome Prompt and Other Audio Files" section.
Step 23
param second-greeting-time seconds
Example:Router(config-app-param)#
param second-greeting-time 45(Optional) Defines the time delay before the second greeting is played after a caller joins a Cisco Unified CME B-ACD call queue. The same time period is used for the interval between repeats of the second-greeting message. The second greeting is stored in the audio file named en_bacd_allagentsbusy.au. To record a customized second greeting, see the instructions in the "Welcome Prompt and Other Audio Files" section.
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Step 24
param call-retry-timer seconds
Example:Router(config-app-param)#
param call-retry-timer 10(Optional) Assigns the amount of time that calls must wait between retries to connect to an ephone hunt group pilot number or to the alternate destination number.
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Step 25
param max-time-call-retry seconds
Example:Router(config-app-param)#
param max-time-call-retry 700(Optional) Sets the maximum amount of time for the call-retry timer. This is the maximum period of time for which a call can stay in a call queue and retry to connect with a hunt group before the call is sent to an alternate destination number.
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Step 26
param max-time-vm-retry number
Example:Router(config-app-param)#
param max-time-vm-retry 2(Optional) Assigns the number of times that calls to Cisco Unified CME B-ACD can attempt to reach the alternate destination number.
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Step 27
param voice-mail number
Example:Router(config-app-param)#
param voice-mail 5003Defines an alternate destination for calls that are not answered by a hunt group because all members of the hunt group are logged out or because the call was still in a call queue when the maximum-time call-retry timer expired. This is a mandatory parameter.
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Note
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Step 28
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Call-Queue and AA Tcl Scripts in Flash Memory: Example
The following example sets up a single AA service, called aa, and a call-queue service, called queue, using the Tcl scripts in flash memory. The service command specifies the location of the scripts. The call flow for this example is as follows:
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applicationservice queue flash:app-b-acd-2.1.0.0.tclparam number-of-hunt-grps 2param aa-hunt2 1111param aa-hunt3 1222param queue-len 15param queue-manager-debugs 1!service aa flash:app-b-acd-aa-2.1.0.0.tclparamspace english index 1paramspace english language enparamspace english location flash:param service-name queueparam handoff-string aaparam aa-pilot 8005550123param welcome-prompt _bacd_welcome.auparam number-of-hunt-grps 2param dial-by-extension-option 1param second-greeting-time 60param call-retry-timer 15param max-time-call-retry 700param max-time-vm-retry 2param voice-mail 5003!dial-peer voice 222 voipservice aadestination-pattern 8005550123session target ipv4:192.168.1.1incoming called-number 8005550123dtmf-relay h245-alphanumericcodec g711ulawno vadEmbedded Call-Queue and AA Tcl Scripts: Example
The following example sets up the same single AA service, called aa, and call-queue service, called queue, as in the previous example but uses embedded Tcl scripts. The service command specifies the location of the scripts. All other configuration and call flow is the same as in the previous example.
applicationservice queue builtin:app-b-acdparam number-of-hunt-grps 2param aa-hunt2 1111param aa-hunt3 1222param queue-len 15param queue-manager-debugs 1!service aa builtin:app-b-acd-aaparamspace english index 1paramspace english language enparamspace english location flash:param service-name queueparam handoff-string aaparam aa-pilot 8005550123param welcome-prompt _bacd_welcome.auparam number-of-hunt-grps 2param dial-by-extension-option 1param second-greeting-time 60param call-retry-timer 15param max-time-call-retry 700param max-time-vm-retry 2param voice-mail 5003!dial-peer voice 222 voipservice aadestination-pattern 8005550123session target ipv4:192.168.1.1incoming called-number 8005550123dtmf-relay h245-alphanumericcodec g711ulawno vadMonitoring and Maintaining Cisco Unified CME B-ACD Service
The following tasks may be used during ongoing operation of a Cisco Unified CME B-ACD service.
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Verifying Cisco Unified CME B-ACD Status
Use the show call application sessions command to verify that Cisco Unified CME B-ACD is active.
The following example shows a session with active AA and call-queue applications. Note that the "App" field is the service name that was specified in the service command for the call-queue script in Step 4 and for the AA script in Step 10 in the "Setting Up Call-Queue and AA Services" section. The "Url" field is the location of the script file for the application.
Router# show call application sessionsSession ID 16App: DefaultType: ServiceUrl: builtin:Session_Service.CSession ID 4App: DefaultType: ServiceUrl: builtin:Session_Service.CSession ID 8App: DefaultType: ServiceUrl: builtin:Session_Service.CSession ID 17App: aaType: ServiceUrl: flash:app-b-acd-aa-2.1.0.0.tclSession ID 12App: queueType: ServiceUrl: flash:app-b-acd-2.1.0.0.tclThe following example shows a session with only the queue application active. Note that the AA script does not appear in the output from the show call application sessions command because there are no active calls. The name of the AA service appears in the output only when there is an active call. The call-queue script activates after the first incoming call and stays active even if there are no active calls.
Router# show call application sessionsSession ID 4App: DefaultType: ServiceUrl: builtin:Session_Service.CSession ID 8App: DefaultType: ServiceUrl: builtin:Session_Service.CSession ID 12App: queueType: ServiceUrl: flash:app-b-acd-2.1.0.0.tclUpdating Script Parameters and Audio Prompts
You can update Cisco Unified CME B-ACD script parameters by making changes to the Cisco IOS configuration that was described in the "How to Configure Cisco Unified CME B-ACD" section. For the parameter changes to take effect, you must stop and reload the Cisco Unified CME B-ACD scripts to which you have made changes as explained in the following steps. If you rerecord audio prompts, you must reload the audio prompt files that have changed.
SUMMARY STEPS
1.
2.
3.
4.
DETAILED STEPS
Step 1
Use the show call application sessions command in privileged EXEC mode to obtain session ID (SID) numbers of AA and call-queue services. If the AA session has no active calls, the AA script name does not appear in the output from the show call application sessions command.
The following example shows a session with active calls. Note that the "App" field is the service name given to the call-queue script and AA script in Step 4 and Step 10 in the "Setting Up Call-Queue and AA Services" section. You can also see the service names in the output for the show running-config command.
Router# show call application sessionsSession ID 16App: DefaultType: ServiceUrl: builtin:Session_Service.CSession ID 4App: DefaultType: ServiceUrl: builtin:Session_Service.CSession ID 8App: DefaultType: ServiceUrl: builtin:Session_Service.CSession ID 17App: aaType: ServiceUrl: flash:app-b-acd-aa-2.1.0.0.tclSession ID 12App: queueType: ServiceUrl: flash:app-b-acd-2.1.0.0.tclStep 2
Using the session ID numbers from Step 1, stop the Cisco Unified CME B-ACD AA service and call-queue service sessions. Use the call application session stop command in global configuration mode to stop the AA and call-queue sessions. In the following example, the IDs are the SID numbers from the example in Step 1.
Router(config)# call application session stop id 17Router(config)# call application session stop id 12When you use the call application session stop command for an AA service, the following actions occur:
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If an AA service name does not appear in the output for the show call application sessions command, it means that there are no call sessions and you do not have to issue a call application session stop command for it.
Step 3
Use the call application voice load command in privileged EXEC mode to reload the scripts.
Router#call application voice load aaRouter#call application voice load queueStep 4
Use the audio-prompt load command in privileged EXEC mode to reload an audio file. Repeat this command for each audio file that has been changed.
Router# audio-prompt load flash:en_bacd_welcome.auReload of flash:en_bacd_welcome.au successfulCollecting Statistics
Several different types of statistics can help you determine whether your current Cisco Unified CME B-ACD service is meeting your call-coverage needs or whether some adjustment is necessary. Statistics collection is a two-step process: you first start the collection at the beginning of the statistics-collection period, and then you obtain the statistics at the end of the period. If normal hunt group statistics collection is interrupted, perhaps because of TFTP server failure, you can write out all the ephone hunt group statistics for the past seven days.
Call statistics tasks are described in the following sections:
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Starting Statistics Collection
At the start of the period for which you want to collect statistics, you must start statistics collection by using the statistics collect command.
A maximum of one week (168 hours) of statistics can be stored at a time.
Statistics are in the following categories:
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Direct Calls for the Hunt Group
Statistics include:
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Direct Calls and Queued Calls for each Agent in the Hunt Group
Statistics include:
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Queued Calls for the Hunt Group
Statistics include:
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The no statistics collect command deletes all statistics that have been collected.
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To display the collected statistics, see Obtaining Call Statistics.
To transfer statistics automatically to files using TFTP, see Obtaining Call Statistics Using TFTP.
Obtaining Call Statistics
The show ephone-hunt command displays call statistics for statistics described in the "Starting Statistics Collection" section.
Sample output is shown below.
Router#show ephone-hunt 2 stat last 1 hThu 02:00 - 03:00Max Agents: 3Min Agents: 3Total Calls: 9Answered Calls: 7Abandoned Calls: 2Average Time to Answer (secs): 6Longest Time to Answer (secs): 13Average Time in Call (secs): 75Longest Time in Call (secs): 161Average Time before Abandon (secs): 8Calls on Hold: 2Average Time in Hold (secs): 16Longest Time in Hold (secs): 21Per agent statistics:Agent: 8004From Direct Call:Total Calls Answered : 3:Average Time in Call (secs) : 70Longest Time in Call (secs) : 150Total Calls on Hold : 1:Average Hold Time (secs) : 21Longest Hold Time (secs) : 21From Queue:Total Calls Answered : 3Average Time in Call (secs) : 55Longest Time in Call (secs) : 78Total Calls on Hold : 2:Average Hold Time (secs) : 19Longest Hold Time (secs) : 26Agent: 8006From Direct Call:Total Calls Answered : 3:Average Time in Call (secs) : 51Longest Time in Call (secs) : 118Total Calls on Hold : 1:Average Hold Time (secs) : 11Longest Hold Time (secs) : 11From Queue:Total Calls Answered : 1Average Time in Call (secs) : 4Longest Time in Call (secs) : 4Agent: 8044From Direct Call:Total Calls Answered : 1:Average Time in Call (secs) : 161Longest Time in Call (secs) : 161From Queue:Total Calls Answered : 1Average Time in Call (secs) : 658Longest Time in Call (secs) : 658Queue related statistics:Total calls presented to the queue: 5Calls answered by agents: 5Number of calls in the queue: 0Average time to answer (secs): 2Longest time to answer (secs): 3Number of abandoned calls: 0Average time before abandon (secs): 0Calls forwarded to voice mail: 0Calls answered by voice mail: 0For descriptions of each data field used by the show ephone-hunt command, see the Cisco Unified CallManager Express Command Reference.
The statistics collection must be active for each ephone hunt group. Otherwise, there will be no statistics and the show ephone-hunt command will have nothing to display. If the statistics collect command is not issued for an ephone hunt group, an error message will occur. For example:
Router#show ephone-hunt 1 stat last 1 hHunt Group 1 stat collect not enabledThe show ephone-hunt command is described in the Cisco Unified CallManager Express Command Reference. In addition to B-ACD data, this command provides ephone hunt group information such as search method (longest idle, peer, or sequential), preference order, and the number to which unanswered calls were routed.
To obtain call statistics, perform the following steps.
SUMMARY STEPS
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DETAILED STEPS
Step 1
enable
Example:Router> enable
Enables privileged EXEC mode.
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Step 2
configure terminal
Example:Router# configure terminal
Enters global configuration mode.
Step 3
ephone-hunt hunt-tag {longest-idle | peer | sequential}
Example:Router(config)# ephone-hunt 1 peer
Enters ephone-hunt configuration mode.
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statistics collect
Example:Router(config-hunt-group)# statistics collect
Enables the collection of Cisco Unified CME B-ACD call statistics for an ephone hunt group.
Step 5
exit
Example:Router(config-hunt-group)# exit
Exits ephone-hunt configuration mode.
Step 6
Repeat Step 3 to Step 5 to collect statistics for other ephone hunt groups.
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Step 7
exit
Example:Router(config)# exit
Exits global configuration mode.
Step 8
show ephone-hunt [tag] statistics [last hours hours | start day time [to day time]]
Example:Router# show ephone-hunt 1 statistics last 1 hours
Displays ephone-hunt configuration information and current status and statistic information.
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Obtaining Call Statistics Using TFTP
To transfer statistics to a set of files using TFTP, you must do the following:
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You can create up to 201 files to which statistics can be sent, and you can configure the intervals in which the statistics are collected. The files must be blank, read-and-write files. The filename extension does not matter. The data transfer mechanism searches for files with a prefix and numeric suffix that match the parameters configured in the hunt-group report url command. For example, for the configuration that requires that a file start with "data" and end with a numeric range of 0 to 9, you must have a set of files named data1, data2, ... data9. For a suffix range of 1 to 30, you must have a set of files named data01, data02, ... data30. For a suffix range of 1 to 100, you must have a set of files named data001, data002, ... data100.
The location of the files must match the directory configured in the hunt-group report url command. For example, if the file location were configured to be tftp://239.1.1.1/dirname1/dirname2/filename, the files would have to be located in dirname1/dirname2.
To configure how and when statistics will be transferred, you must use the hunt-group report url command to name the files to which the data will be transferred and the hunt-group report every hours command to set the intervals of time at which the statistics are collected. For example, if you configured hunt-group report every 2 hours, statistics would be sent to a file every two hours. You can also configure statistics collection to begin one or more hours later with the hunt-group report delay hours command.
The reason that you may want to delay data collection is that calls are counted when they end. For example, if there is a call from 1:35 p.m. to 3:30 p.m., the interval is every 1 hour, and there is no delay, TFTP will write the 1 p.m. to 2 p.m. statistics at 3 p.m. However, at 3 p.m., the 1:35 p.m. call is still active, so the call will not be counted at that time as occurring in the 1 p.m. to 2 p.m. time slot. When the call finishes at 3:30 p.m., it will then be counted as occurring from 1 p.m. to 2 p.m. The show ephone-hunt command will report it, but TFTP will have already sent out its report. To include the 1:35 p.m. call, you could use the hunt-group report delay hours command to delay TFTP statistics reporting for an extra hour so that the 1 p.m. to 2 p.m. report will be written at 4 p.m. instead of at 3 p.m.
The statistics transferred to files using TFTP are sent every n hour(s) with the hunt-group report every hours command. (The range for n is from 1 to 84.) The following is an example of the statistics that are sent to a file:
04:00:00 UTC Thu Mar 15 2007,
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02, Thu 02:00 - 03:00, HuntGp, 03, 03, 00009, 00007, 00002, 0006, 0013, 000075, 000161, 0008, 00002, 000016, 000021,02, Thu 02:00 - 03:00, Agent, 8004, 00003, 000070, 000150, 00001, 000021, 000021, 00003, 000055, 000078, 00002, 000019, 000026,02, Thu 02:00 - 03:00, Agent, 8006, 00003, 000051, 000118, 00001, 000011, 000011, 00001, 000004, 000004, 00000, 000000, 000000,02, Thu 02:00 - 03:00, Agent, 8044, 00001, 000161, 000161, 00000, 000000, 000000, 00001, 000658, 000658, 00000, 000000, 000000,02, Thu 02:00 - 03:00, Queue, 00005, 00005, 00000, 00002, 00003, 00000, 00000, 00000, 00000,These statistics can be sent to an application such as Microsoft Access or Microsoft Excel, so they can be merged into a chart or graph for easier reading. The TFTP statistics correspond to the show ephone-hunt output as follows:
04:00:00 UTC Thu Mar 15 2007, ;This is the time that the data was collected,02, Thu 02:00 - 03:00, HuntGp, ;Thu 02:00 - 03:0003 ;Max Agents:303 ;Min Agents:300009 ;Total Calls:900007 ;Answered Calls:700002 ;Abandoned Calls:20006 ;Average Time to Answer [secs]:60013 ;Longest Time to Answer [secs]:13000075 ;Average Time in Call [secs]:75000161 ;Longest Time in Call [secs]:1610008 ;Average Time before Abandon [secs]:800002 ;Total Calls on Hold:2000016 ;Average Hold Time [secs]:16000021 ;Longest Hold Time [secs]:2102, Thu 02:00 - 03:00, Agent, 8004,00003 ;From direct call: Total calls answered :3:000070 ;From direct call: Average Time in Call [secs] :70000150 ;From direct call: Longest Time in Call [secs] :15000001 ;From direct call: Total Calls on Hold :1:000021 ;From direct call: Average Hold Time (secs) :21000021 ;From direct call: Longest Hold Time (secs) :2100003 ;From queue: Total calls answered :3:000055 ;From queue: Average Time in Call [secs] :55000078 ;From queue: Longest Time in Call [secs] :7800002 ;From queue: Total Calls on Hold :2:000019 ;From queue: Average Hold Time (secs) :19000026 ;From queue: Longest Hold Time (secs) :2602, Thu 02:00 - 03:00, Agent,8006,00003 ;From direct call: Total calls answered :3:000051 ;From direct call: Average Time in Call [secs] :51000118 ;From direct call: Longest Time in Call [secs] :11800001 ;From direct call: Total Calls on Hold :1:000011 ;From direct call: Average Hold Time (secs) :11000011 ;From direct call: Longest Hold Time (secs) :1100001 ;From queue: Total calls answered :1:000004 ;From queue: Average Time in Call [secs] :4000004 ;From queue: Longest Time in Call [secs] :400000 ;From queue: Nothing appeared in the show output because no calls were answered000000 ;From queue: Nothing appeared in the show output because no calls were answered000000 ;From queue: Nothing appeared in the show output because no calls were answered02, Thu 02:00 - 03:00, Agent,8044,00001 ;From direct call: Total calls answered :1:000161 ;From direct call: Average Time in Call [secs] :161000161 ;From direct call: Longest Time in Call [secs] :16100000 ;From queue: Nothing appeared in the show output because no calls were answered000000 ;From queue: Nothing appeared in the show output because no calls were answered000000 ;From queue: Nothing appeared in the show output because no calls were answered00001 ;From queue: Total calls answered :1:000658 ;From queue: Average Time in Call [secs] :658000658 ;From queue: Longest Time in Call [secs] :65800000 ;From queue: Nothing appeared in the show output because no calls were answered000000 ;From queue: Nothing appeared in the show output because no calls were answered000000 ;From queue: Nothing appeared in the show output because no calls were answered02, Thu 02:00 - 03:00, Queue,00005 ;Total calls presented to the queue:500005 ;Calls answered by agents: 500000 ;Calls exited the queue: 000002 ;Average time to answer [secs]: 200003 ;Longest time to answer [secs]: 300000 ;Number of abandoned calls: 000000 ;Average time before call abandoned (secs): 000000 ;Calls forwarded to voice mail: 000000 ;Calls answered by voice mail: 0To obtain call statistics using TFTP, perform the following steps.
SUMMARY STEPS
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DETAILED STEPS
Step 1
enable
Example:Router> enable
Enables privileged EXEC mode.
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Step 2
configure terminal
Example:Router# configure terminal
Enters global configuration mode.
Step 3
ephone-hunt hunt-tag
Example:Router(config)# ephone-hunt 1
Enters ephone-hunt configuration mode.
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Step 4
statistics collect
Example:Router(config-hunt-group)# statistics collect
Enables the collection of Cisco Unified CME B-ACD statistics data for an ephone hunt group.
Step 5
exit
Example:Router(config-hunt-group)# exit
Exits ephone-hunt configuration mode.
Step 6
Repeat Step 3 to Step 5 to collect statistics for other ephone hunt groups.
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Step 7
telephony-service
Example:Router(config)# telephony-service
Enters telephony-service configuration mode.
Step 8
hunt-group report url [prefix tftp://ip-address/directory-name.../
prefix | suffix from-number to to-number]Example:Router(config-telephony)#
hunt-group report url prefix tftp://239.1.1.1/dirname1/dirname2/dataRouter(config-telephony)#
hunt-group report url suffix 0 to 100Sets filename parameters and the URL path where Cisco Unified CME B-ACD call data is to be sent using TFTP.
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Step 9
hunt-group report every number hours
Example:Router(config-telephony)#
hunt-group report every 2 hoursSets the hourly interval at which Cisco Unified CME B-ACD call statistics are collected for a report.
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Step 10
hunt-group report delay number hours
Example:Router(config-telephony)#
hunt-group report delay 2 hours(Optional) Delays the stop time configured with the hunt-group report every hours command and continues to collect Cisco Unified CME B-ACD overflow call statistics.
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Step 11
exit
Example:Router(config-telephony)# exit
Exits telephony-service configuration mode.
Examples
The following example sets up the hunt-group report mechanism to use TFTP to send call statistics every three hours to the files named data000, data002, ... data200, located at the 239.10.10.10 IP address under dirname1/dirname2. No delay has been configured.
telephony-servicehunt-group report url prefix tftp://239.10.10.10/dirname1/dirname2/datahunt-group report url suffix 0 to 200hunt-group report every 3 hoursThe following is an example of a report that the previous configuration might send to a file if the statistics collect command was entered at 18:20:
22:00:00 UTC Tue Dec 20 2004,,01, Tue 18:00 - 19:00, HuntGp, 02, 01, 00005, 00002, 0003, 0006, 000001, 000001, 0011,01, Tue 19:00 - 20:00, HuntGp, 02, 02, 00000, 00000, 0000, 0000, 000000, 000000, 0000,01, Tue 20:00 - 21:00, HuntGp, 02, 02, 00006, 00003, 0003, 0009, 000001, 000003, 0012,Statistics collection has to take place for at least three hours for the statistics to be written to a file. The following is a chronology of events:
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If the previous example were configured for a delay of one hour using the hunt-group report delay 1 hours command, the statistics would be written one hour later at 23:00.
Writing Out Statistics When Normal Collection is Interrupted
The ephone-hunt statistics write-all command writes out in hourly increments all the ephone hunt group statistics for the past seven days. This command is intended be used when normal hunt group statistics collection is interrupted, perhaps due to TFTP server failure. Use this command when the connection to your TFTP server is restored after a long down-time to capture statistics from that period.
The ephone-hunt statistics write-all command writes out the whole statistics buffer at one time (24 hours a day for 7 days). You do not have to enable statistics collection to use this feature. Statistics are written out starting from the current time. For example, if the command is used at 9:30 a.m. on Monday, statistics are written out from Mon 9:00 - 10:00, Mon 10:00 - 11:00, and so forth, finally to Mon 8:00 - 9:00. The data and formatting for the reports generated by this command are identical to the reports that are written to file using TFTP, which is described in the "Obtaining Call Statistics Using TFTP" section.
As mentioned, the ephone-hunt statistics write-all command is intended for use during interruptions to normal statistics collection. The commands that provide normal statistics collection allow you to specify shorter, more precise reporting periods and file-naming conventions. These commands are described in the "Starting Statistics Collection" section, the "Obtaining Call Statistics" section, and the "Obtaining Call Statistics Using TFTP" section.
SUMMARY STEPS
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DETAILED STEPS
Examples
The following example writes the ephone hunt group statistics buffer to a file in flash called "intestates." See the hunt-group report url command for explanations of the output fields.
Router# ephone-hunt statistics write-all flash:huntstatsWriting out all ephone hunt statistics to tftp now.11:13:58 UTC Fri Apr 29 2005,, 01, Fri 11:00 - 12:00, HuntGp, 01, 01, 00000, 00000, 00000, 0000, 0000, 000000, 000000, 0000, 00000, 000000, 000000,01, Fri 12:00 - 13:00, HuntGp, 00, 00, 00000, 00000, 00000, 0000, 0000, 000000, 000000, 0000, 00000, 000000, 000000,01, Fri 13:00 - 14:00, HuntGp, 00, 00, 00000, 00000, 00000, 0000, 0000, 000000, 000000, 0000, 00000, 000000, 000000,01, Fri 14:00 - 15:00, HuntGp, 00, 00, 00000, 00000, 00000, 0000, 0000, 000000, 000000, 0000, 00000, 000000, 000000,01, Fri 15:00 - 16:00, HuntGp, 00, 00, 00000, 00000, 00000, 0000, 0000, 000000, 000000, 0000, 00000, 000000, 000000,...Troubleshooting Tips for Cisco Unified CME B-ACD
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Configuration Examples
This section contains the following examples:
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Cisco Unified CME B-ACD with One AA: Example
The following configuration is for a Cisco Unified CME B-ACD service with two ephone hunt group menu options. When callers press 3, they will be transferred to the pilot number for ephone hunt group 1; pressing 4 transfers callers to the pilot number for ephone hunt group 2.
The AA pilot number to the Cisco Unified CME B-ACD AA script is 800 555-0100. Ephone hunt group 1 supports four ephone-dns (list 1001...1004 command); ephone hunt group 2 supports ten ephone-dns (list 2001...2010 command). Each of set of ephone hunt group's ephone-dns is overlaid on button 1 and button 2 on ephones 1 to 14.
If callers press 5, they will be permitted to enter their extension directly. If 3 is pressed, the call will go to ephone hunt group pilot number 1111 (and then go to one of ephone hunt group 1's ephone-dns). If 4 is pressed, the call will go to ephone hunt group pilot number 2222 (and then go to one of ephone hunt group 2's ephone-dns). Ephone-dns are selected by their availability and by the search methods used by each ephone hunt group. For this example, calls to ephone hunt group 1 will go to the available ephone-dn that has been idle the longest (ephone-hunt 1 longest-idle command).
If callers press 3 or 4, their calls will be transferred to the corresponding ephone hunt group's call queue. In this example, each ephone hunt group is configured to have up to ten calls in its individual queues. If all of the ephone-dns are unavailable, the calls will wait in queues and try to transfer to the ephone hunt group pilot numbers every 15 seconds. As they are waiting, they will hear a second greeting every 60 seconds. After 600 seconds have elapsed, they will be sent to voice mail (5000). If voice mail is busy, the call will attempt twice more to reach voice mail after 15-second intervals. If voice mail is still unavailable, the caller will hear a busy signal.
Because the ephone-dns in this example are overlaid (for example, button 1o1,2,3,4), calls that go through will ring on all available ephones configured with the available ephone-dn.
Note
dial-peer voice 1000 potsservice aaincoming called-number 8005550100port 1/0:23ephone-dn 1number 1001...ephone-dn 4number 1004ephone-dn 5number 2001...ephone-dn 14number 2010ephone 1mac-address 1111.1111.1111button 1o1,2,3,4ephone 4mac-address 2222.2222.2222button 1o1,2,3,4ephone 5mac-address 4444.4444.4444button 1o5,6,7,8,9button 2o10,11,12,13,14...ephone 14mac-address 1414.1414.1414button 1o5,6,7,8,9button 2o10,11,12,13,14ephone-hunt 1 longest-idlepilot 1111list 1001,1002,1003,1004timeout 10ephone-hunt 2 longest-idlepilot 2222list 2001,2002,2003,2004,2005,2006,2007,2008,2009,2010timeout 10applicationservice queue flash:app_b_acd_x.x.x.x.tcl ;Defines the service-name of the;the call-queue script as "queue."param queue-len 10 ;Declares the queue length per ephone;hunt group.param aa-hunt3 1111 ;Declares menu option 3 and associates;it with the ephone hunt group pilot;number 1111.param aa-hunt4 2222param number-of-hunt-grps 2 ;Number of hunt-group menu options.param queue-manager-debugs 1 ;Enables collection of call statistics;for debugging.service aa flash:app_b_acd_aa_x.x.x.x.tcl ;Defines the service name of;the AA script as "aa."paramspace english location flash: ;Declares use of English package;and location of audio files.paramspace english index 1 ;Defines category 1 for English.paramspace english language en ;Specifies language code to be en.param aa-pilot 8005550100 ;Access number to Cisco Unified CME ;B-ACD.param call-retry-timer 15 ;Time interval in which call in queue;can attempt to access available;ephone-dns and voice mail.param second-greeting-time 60 ;Delay before second greeting is played.param max-time-call-retry 600 ;Maximum time calls can wait in queue.param max-time-vm-retry 2 ;Maximum time calls can attempt to be;transferred to voice mail.param service-name queue ;Associates AA script with queue script.param dial-by-extension-option 5 ;Declares menu option number for;extension dial.param voice-mail 5000 ;Declares B-ACD alternate destination.param number-of-hunt-grps 2 ;Declares the number of ephone hunt;group menu options.param handoff-string aa ;Passes AA name to queue script.Cisco Unified CME B-ACD with Drop-Through Option: Example
The following example sets parameters for an AA service called aa and a call-queue service called callq. The direct-dial number to reach the AA service is 800 555-0100. Callers to this number drop through to the ephone hunt group that has a pilot number of 5071 after hearing the initial prompt from the file en_dt_prompt.au.
dial-peer voice 1000 potsservice aaport 1/1/0incoming called-number 8005550100ephone-hunt 10 sequentialpilot 5071list 5011, 5012, 5013, 5014, 5015timeout 10applicationservice callq tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd.tclparam queue-manager-debugs 1param aa-hunt1 5071param number-of-hunt-grps 1param queue-len 10service aa tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd-aa.tclparamspace english location tftp://192.168.254.254/user1/prompts/paramspace english index 0paramspace english language enparam aa-pilot 8005550100param number-of-hunt-grps 1param service-name callqparam handoff-string aaparam second-greeting-time 60param drop-through-option 1param drop-through-prompt _dt_prompt.auparam call-retry-timer 15param max-time-call-retry 700param voice-mail 5000param max-time-vm-retry 2Cisco Unified CME B-ACD with Two AAs Set Up for Drop-Through Option: Example
The following example shows two AA services, both of which are configured in drop-through mode. Callers who dial 800 555-0121 reach the first AA service, named acdaa, and hear a welcome prompt before they drop through to the call queue for ephone hunt group 11. Callers to 800 555-0123 reach the second AA service, named aa-bcd, and directly drop through to the call queue for ephone hunt group 10. Both AA services are handled by the same call-queue service, which is named callq.
dial-peer voice 1010 potsservice acdaaport 1/1/0incoming called-number 8005550121dial-peer voice 1020 potsservice aa-bcdport 1/1/1incoming called-number 8005550123ephone-hunt 10 sequentialpilot 5071list 5011, 5012, 5013, 5014, 5015timeout 10ephone-hunt 11 sequentialpilot 5072list 5021, 5022, 5023, 5024, 5025timeout 10applicationservice callq tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd.tclparam queue-manager-debugs 1param aa-hunt1 5071param aa-hunt2 5072param number-of-hunt-grps 2param queue-len 10!service acdaa tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd-aa.tclparamspace english location tftp://192.168.254.254/user1/prompts/paramspace english index 0paramspace english language enparam aa-pilot 8005550121param service-name callqparam max-time-vm-retry 2param voice-mail 5007param call-retry-timer 10param number-of-hunt-grps 1param drop-through-prompt _bacd_welcome.auparam drop-through-option 2param acdaa second-greeting-time 60param handoff-string acdaaparam max-time-call-retry 60!service aa-bcd tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd-aa.tclparamspace english location tftp://192.168.254.254/user1/prompts/paramspace english index 0paramspace english language enparam aa-pilot 8005550123param service-name callqparam second-greeting-time 60param max-time-call-retry 180param max-time-vm-retry 2param voice-mail 5007param call-retry-timer 5param handoff-string aa-bcdparam drop-through-option 1param number-of-hunt-grps 1Cisco Unified CME B-ACD with Multiple AAs and Drop-Through Option: Example
The following extended example demonstrates a Cisco Unified CME site with three AA services, two of which use drop-through mode.
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dial-peer voice 1000 potsservice AA1port 1/1/0incoming called-number 8005550111dial-peer voice 1002 potsservice AA2port 1/1/1incoming called-number 8005550122dial-peer voice 1003 potsservice AA3port 1/1/2incoming called-number 8005550133•
ephone-hunt 10 sequentialpilot 1001list 1011, 1012, 1013, 1014, 1015timeout 10ephone-hunt 11 sequentialpilot 2001list 2011, 2012, 2013, 2014, 2015timeout 10ephone-hunt 12 sequentialpilot 3001list 3011, 3012, 3013, 3014, 3015timeout 10ephone-hunt 13 sequentialpilot 4001list 4011, 4012, 4013, 4014, 4015timeout 10ephone-hunt 14 sequentialpilot 5001list 5011, 5012, 5013, 5014, 5015timeout 10•
applicationservice CQ tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd.tclparam queue-manager-debugs 1param aa-hunt1 1001param aa-hunt2 2001param aa-hunt3 3001param aa-hunt4 4001param aa-hunt5 5001param number-of-hunt-grps 5param queue-len 10•
service AA1 tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd-aa.tclparamspace english location tftp://192.168.254.254/user1/prompts/paramspace english index 0paramspace english language enparam aa-pilot 8005550111param number-of-hunt-grps 3param service-name CQparam welcome-prompt _bacd_welcome.auparam handoff-string AA1•
service AA2 tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd-aa.tclparamspace english location tftp://192.168.254.254/user1/prompts/paramspace english index 0paramspace english language enparam aa-pilot 8005550122param number-of-hunt-grps 1param service-name CQparam drop-through-option 4param handoff-string AA2•
service AA3 tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd-aa.tclparamspace english location tftp://192.168.254.254/user1/prompts/paramspace english index 0paramspace english language enparam aa-pilot 8005550133param number-of-hunt-grps 1param service-name CQparam drop-through-option 5param drop-through-prompt _dt_prompt.auparam handoff-string AA3
Posted: Tue Sep 25 10:24:34 PDT 2007
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