Preface: Cisco Unified CME B-ACD and Tcl Call-Handling Applications

This preface discusses the objectives, audience, organization, and conventions of this document. It also provides sources for obtaining documentation, technical assistance, and additional publications and information from Cisco Systems.

Documentation Objectives

This document describes the tasks and commands necessary to configure and maintain Tool Command Language (Tcl) call-handling services to be used with Cisco CallManager Express (Cisco CME), including the Cisco CME Basic Automatic Call Distribution (B-ACD) and Auto-Attendant (AA) service.

Note This guide describes Cisco Unified CME applications that use Tcl scripts version 2.1.0.0 or later. These scripts use "param" commands rather than the older "call application voice" commands. For applications that use an earlier version of the Tcl scripts than 2.1.0.0, see the " Configuring an Attendant for Primary Call Coverage" chapter in the Cisco CME 3.2 System Administrator Guide.

Audience

This document is intended primarily for system administrators who configure and maintain Cisco Unified CME but who may not be familiar with the tasks, the relationship between tasks, or the Cisco IOS software commands necessary to install and use the Tcl call-handling applications.

Documentation Organization

Table 1 Document Organization
Title	Description
Overview of Tcl Applications for Cisco Unified CME	A brief description and a list of additional references.
Cisco Unified CME Basic Automatic Call Distribution and Auto-Attendant Service	The Basic Automatic Call Distribution (B-ACD) and Auto-Attendant (AA) applications provide automatic call answering and interactive menus through which callers can route their calls appropriately, as well as queuing mechanisms to ensure call coverage. Note The Cisco CME B-ACD service described in this document uses Tcl script version 2.1.0.0 or a later version. For information about earlier versions of the script, see the Cisco CME 3.2 System Administrator Guide.
Direct Inward Dial Digit Translation Service	This application provides number transformation for DID calls when the range of DID numbers provided by the PSTN Central Office (CO) does not match the range of Cisco CME extension numbers in the internal dial plan.

Document Conventions

Within Cisco IOS software documentation, the term router is generally used to refer to a variety of Cisco devices (for example, routers, access servers, and switches). Routers, access servers, and other networking devices that support Cisco IOS software are shown interchangeably within examples. These devices are used only for illustrative purposes; that is, an example that shows one device does not necessarily indicate that other devices are not supported.


Convention	Description
^ or Ctrl	The ^ and Ctrl symbols represent the Control key. For example, the key combination ^D or Ctrl-D means hold down the Control key while you press the D key. Keys are indicated in capital letters but are not case sensitive.
string	A string is a nonquoted set of characters shown in italics. For example, when setting an SNMP community string to public, do not use quotation marks around the string or the string will include the quotation marks.


Convention	Description
boldface	Boldface text indicates commands and keywords that you enter literally as shown.
italics	Italic text indicates arguments for which you supply values.
[x]	Square brackets enclose an optional element (keyword or argument).
\|	A vertical line indicates a choice within an optional or required set of keywords or arguments.
[x \| y]	Square brackets enclosing keywords or arguments separated by a vertical line indicate an optional choice.
{x \| y}	Braces enclosing keywords or arguments separated by a vertical line indicate a required choice.
[x {y \| z}]	Braces and a vertical line within square brackets indicate a required choice within an optional element. Nested sets of square brackets or braces indicate optional or required choices within optional or required elements.


Convention	Description
`screen`	Examples of information displayed on the screen are set in Courier font.
`boldface screen`	Examples of text that you must enter are set in Courier bold font.
< >	Angle brackets enclose text that is not printed to the screen, such as passwords.
!	An exclamation point at the beginning of a line indicates a comment line. (Exclamation points are also displayed by the Cisco IOS software for certain processes.)
[ ]	Square brackets enclose default responses to system prompts.

Note Means reader take note. Notes contain helpful suggestions or references to materials not contained in this manual.

Timesaver

Means the described action saves time. You can save time by performing the action described in the paragraph.

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. This section explains the product documentation resources that Cisco offers.

Cisco.com

Product Documentation DVD

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The Product Documentation DVD is created and released regularly. DVDs are available singly or by subscription. Registered Cisco.com users can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation Store at this URL:

Ordering Documentation

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Documentation Feedback

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Cisco Product Security Overview

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Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability in a Cisco product, contact PSIRT:

An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.

Tip

We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.x.

Never use a revoked encryption key or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

The link on this page has the current PGP key ID in use.

If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending any sensitive material.

Product Alerts and Field Notices

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Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Support website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Support Website

The Cisco Support website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day at this URL:

Access to all tools on the Cisco Support website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

Note Before you submit a request for service online or by phone, use the Cisco Product Identification Tool to locate your product serial number. You can access this tool from the Cisco Support website by clicking the Get Tools & Resources link, clicking the All Tools (A-Z) tab, and then choosing Cisco Product Identification Tool from the alphabetical list. This tool offers three search options: by product ID or model name; by tree view; or, for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.

Tip

Displaying and Searching on Cisco.com

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Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

Asia-Pacific: +61 2 8446 7411
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EMEA: +32 2 704 55 55
USA: 1 800 553 2447

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—An existing network is "down" or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of the network is impaired while most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

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The Cisco Online Subscription Center is the website where you can sign up for a variety of Cisco e-mail newsletters and other communications. Create a profile and then select the subscriptions that you would like to receive. To visit the Cisco Online Subscription Center, go to this URL:

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The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco channel product offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:

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Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

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Cisco Press publishes a wide range of general networking, training, and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

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Internet Protocol Journal is s a quarterly journal published by Cisco for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

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Networking products offered by Cisco, as well as customer support services, can be obtained at this URL:

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Networking Professionals Connection is an interactive website where networking professionals share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

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"What's New in Cisco Documentation" is an online publication that provides information about the latest documentation releases for Cisco products. Updated monthly, this online publication is organized by product category to direct you quickly to the documentation for your products. You can view the latest release of "What's New in Cisco Documentation" at this URL:

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World-class networking training is available from Cisco. You can view current offerings at this URL:

Table Of Contents

Preface