Introduction to Basic A utom atic C al l D istrib ution in C isco U nif ie d C om m unications M anag e r E x p re ss

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

W e l c o m e t o t h e I n t r o d u c t i o n t o B a s i c A u t o m a t i c C a l l D i s t r i bu t i o n ( B -A C D ) i n C is c o U n if ie d C o m m u n ic a t io n s M a n a g e r E x p r e s s Q u ic k L e a r n in g M o d u le .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

Agenda
Comparison of basic automatic call distribution (B-A CD ) in Cisco U nifie d Communications M anag e r E x pre ss and Cisco U nifie d Contact Ce nte r E x pre ss Basic compone nts of B-A CD
A u t o -a t t e n d a n t C a ll q u e u in g H u n t g ro u p s

C a ll a g e n t c o n f ig u r a t io n

S ummary
Introduction to B-A C D

B-A C D s t a t i s t i c s c o l l e c t i o n

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

T h is is th e a g e n d a th a t w e w ill f o llo w d u r in g t h is q u ic k le a r n in g m o d u le . W e w ill M a n a g e E x p re s s th e n u m be s t f i t . s ta r E . W be r t by l o o k i n x p re s s a n d e w ill lo o k r s o f c a ll a g g a c o a t e n t B -A C m p a re th e fe a ts s u p p in it w tu re o rte D C is c o U n if ie d C o m it h C is c o U n if ie d C s th a t e a c h a p p lic a d , a n d th e e n v ir o n m u n ic o n ta c t t io n c a m e n ts

a t io n s C e n te r n s u p p o rt, th a t e a c h

N e x t w e w i l l l o o k a t t h e c o m p o n e n t s o f B -A C D . T h e s e c o m p o n e n t s i n c l u d e t h e a u t o -a t t e n d a n t , c a l l q u e u i n g , h u n t g r o u p s , c a l l a g e n t c o n f i g u r a t i o n , a n d B -A C D s t a t i s t i c s c o l l e c t i o n . W e w i l l f i n i s h w i t h a s u m m a r y o f B -A C D .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

C o m p ar i s o n o f B-AC D i n U ni f i ed C M E and U ni f i ed C o nt ac t C ent er E x p r es s

B-A CD Cisco I O S route r-base d application th at prov ide s basic automatic answ e ring and call distribution. in U nifie d CM E

U se s one or more auto-atte ndants and T ool Command L ang uag e (T cl) prompts to support inte ractiv e me nus.

Can be inte g rate d w ith Cisco U nity and Cisco U nity E x pre ss v oice -mail sy ste ms.

A sing le q ue ue se rv ice supports all auto-atte ndants and se nds calls to h unt g roups to h andle calls.

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

T h e B E x p re i n t e ra U n if ie s e rv i c T h b y w e a n e C tw lc o d q

T h e a s e rv i c c o n f ig s e n d s m e m b (M O H f re e h

is c o o T o o m e p u e u in

-A C D s s to p c tiv e m d C o m e s th a

T h e s i n g l e c a l l -q u e u e s e rv i c e s u p g ro u p s . A n a u t o -a t t e n d a n t c a n u s a u t o -a t t e n d a n t c a n a l s o u s e f e w e a u t o -a t t e n d a n t s t o s h a re o n e o r m g ro u p i s c o n s i d e re d a s h a re d h u n o f e p h o n e h u n t g ro u p s . T h i s m e a g ro u p s , a n d t h e o p e ra t o r h u n t g ro m a x im u m n u m b e ro f c a lls th a t c a i s 3 0 , s o w i t h 1 0 h u n t g ro u p s , a p

p p l i c a t i o n c o n s i s t s o f o n e o r m o re e . T h e c a l l -q u e u e s e rv i c e h a n d s o u re d o n t h e C i s c o U n i f i e d C o m m u c a l l s d i re c t l y t o c o n f i g u re d h u n t g e rs o f a h u n t g ro u p a re b u s y . I f a ) , a n d t h e c a l l -q u e u e s e rv i c e p e ri o u n t g ro u p m e m b e r.

U n l C ro m g b

a p p lic a ro v i d e e n u s a m u n ic a n th e la if ie d o m m p t a e h a

C o a n n d v io

tio n w a u to m n d lo c tio n s rg e r C

m m u n i c a t i o n s M a n a g e r E x p re s s B -A C D a p p l i c a t i o n i s s p e c i f i e d d L a n g u a g e ( T c l ) s c ri p t s : a n a u t o -a t t e n d a n t s c ri p t t h a t h a n d l e s t h e m e n u c h o i c e s , a n d a c a l l -q u e u e s c ri p t t h a t m a n a g e s c a l l ro u t i n g r. u t o -a t t e n d a n t s e rv i c e s a n d o n e c a l l s t o i n d i v i d u a l h u n t g ro u p s i c a t i o n s M a n a g e r E x p re s s . T h e u p s o rh o ld s c a lls in th e q u e u e c a l l i s q u e u e d , t h e c a l l e r h e a rs m d ic a lly a tte m p ts to c o n n e c t th e c a ff n ro c a l l -q u e u t h a t a re c a ll q u e u if a ll o f th u s ic o n h a lle r w ith e e e

o rk s a tic a l h M a n is c o

w a n u n a g U

ith th s w e t g ro e rE n if ie

C is c o g a n d s . B e re s s , d C o n ta

e ri n u p x p

U n c a c a u th is c t C

if ie ll d s e a p e n

d is th p te

C o m m u t ri b u t i o n is a p p lic lic a tio n s r E x p re s

n ic a tio n s f o rc a lls a tio n w o u p p o rt s s .

M a n a g t h ro u g h rk s w i t h fe w e rc a

e r th e u s e o f C is c o lls a n d

o ld a

C i s c o U n i t y a n d C i s c o U n i t y E x p re s s v o i c e m a i l c a n b e i n t e g ra t e d i n t o t h e B -A C D t h ro u g h t h e h u n t g ro u p s . T h i s a l l o w s e a c h h u n t g ro u p t o p ro v i d e c a l l e rs w i t h a f i n a l d e s t i n a t i o n f o r i n c o m i n g c a l l s , i n t h e e v e n t t h a t a l l m e m b e rs o f t h e h u n t g ro u p a re b u s y .

p o rt s a m a x i m u m o f 1 0 c e a m a x im u m o f 3 h u n t g r t h a n 3 h u n t g ro u p s . I t i s o re h u n t g ro u p s . F o r e x a t g ro u p a n d i s n o t i n c l u d e n s t h a t a n a u t o -a t t e n d a n t u p c a n b e p a rt o f t h e t h re n b e in q u e u e f o re a c h o f o te n tia l o f 3 0 0 c a lls c a n b

a ll q u e u e s a n d e p h o n e h u n t ro u p s f ro m t h o s e 1 0 , b u t a n a l s o p o s s i b l e f o r s e v e ra l m p l e , t h e o p e ra t o r h u n t d in th a t m a x im u m n u m b e r c a n s u p p o rt t h re e h u n t e h u n t g ro u p s . T h e t h e 1 0 p o s s i b l e h u n t g ro u p s e q u e u e d .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

C o m p ar i s o n o f B-AC D i n U ni f i ed C M E and U ni f i ed C o nt ac t C ent er E x p r es s

U nifie d Contact Ce nte r E x pre ss
T h e C is c o U n ifie p la tfo r m th a t p r o e n a b le d , c u s to m e ffic ie n c y o f c o n d C v id e e r -c ta c t o n ta s a a re c e n c t C e n t e r E x p r e s s i s a s e r v e r -b a s e d m u ltim e d ia ( v o ic e , d a ta , a n d w e b ) IP a p p lic a tio n e n v ir o n m e n t th a t e n h a n c e s th e te rs .

T y p ic a lly u s e d fo r la r g e r c o n ta c t c e n te r a p p lic a tio n s a n d s c a le s to h u n d re d s o f c o n ta c t c e n te r a g e n ts . C is c o U n ifie d IP In te r a c tiv e V o ic e R e s p o n s e ( IV R ) C is c o U n ifie d C o n ta c t C e n te r E x p r e s s s e r v e r

T h e C is c o U n ifie d C o n ta c t C e n te r E x p r e s s p r o d u c t fa m ily in c lu d e s th e fo llo w in g c o m p o n e n ts :

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

T h e a n d e ff ic a d m T h a u a p a s Y o o u

T h i s s o l u t i o n i s d e s i g n e d f o r t h e m e d i u m -t o -l a rg e c o n t a c t c e n t e r e n v i ro n m e n t s a n d s c a l e s t o h u n d re d s o f a g e n t s . e U to n p lic p a u c tb o n i f i e d I P I n t e ra c t i v e V o m o u s l y i n t e ra c t i n g w a tio n s th a t a n s w e rc a s s w o rd s o r a c c o u n t i d a n a l s o c re a t e U n i f i e d u n d c a llin g , s e n d in g e o ic e R e s p o n s e ( IV ith c o n ta c ts . U s in g l l s , p ro v i d e m e n u c e n t i f i c a t i o n , a n d t ra IP IV R a p p lic a t io n -m a i l , a n d p ro c e s s re te s U s s is a n IP s in c o m in g o f C is c o U n if ie d C o m R ) a u to m a te s c a ll h a n d lin g U n i f i e d I P I V R , y o u c a n c re h o i c e s f o r c a l l e rs , o b t a i n c a n s f e r c a l l s t o c a l l e r-s e l e c t e s t h a t re s p o n d t o H T T P re q in g V X M L 2 .0 c o m m a n d s . a u U o m tio to m n if ie m u n s M a tic d C n ic a n c a ll d o n ta c a tio n s a g e rE

C is c o w e b ) ie n c y i n i s t ra

U n I P -e o f c tio n

if ie d n a b o n ta , in c

C o n ta le d , c u c t c e n re a s i n

c t C s to m t e rs g a g

e n t e r E x p re s s p l a e r-c a re a p p l i c a t i o b y s im p lif y in g b u s e n t f le x ib ilit y , a n d

t f o rm p ro v n e n v i ro n in e s s in te e n h a n c in

id e m e g ra g n

s a m u n t th a t tio n , e a e t w o rk

ltim e d e n h a n s in g a h o s tin

ia c g g

( v o ic e , d a ta , e s th e e n t .

b y a te lle rd a ta s u c h d e x te n s io n s . u e s ts , A C D p re s s e rs rs f o ) s

T h e U n if ie d C o n ta s y s te m th a t q u e u e a g e n ts , w h o c a n b U n i f i e d C M i n t e g ra U n if ie d C M E in te g

- Y o u c a n u s e U n i f i e d C o n t a c t C e n t e r E x p re s s a p p l i c a t i o n s t o ro u t e c a l l s t o s p e c i f i c a g e n t s . Y o u c a n a l s o i n t e g ra t e U n i f i e d C o n t a c t C e n t e r E x p re s s w i t h U n i f i e d I P I V R t o g a th e rc a lle rd a ta a n d c la s s if y in c o m in g c a lls .

c t C e n te rE x p s a n d d i s t ri b u e e i t h e r g ro u p tio n o rC is c o ra t i o n .

-b a s e d c a lls to n if ie d C m u n ic a

i s t ri b u t i o n ( t C e n te rE x M a n a g e ru x p re s s u s e

fo r r

T h e C S Q a p p l i c a t i o n p ro g ra m p l a c e s i n c o m i n g c a l l s i n a q u e u e a n d d i s t ri b u t e s t h e m t h e a p p ro p ri a t e s e t o f a g e n t s a s t h e a g e n t s b e c o m e a v a i l a b l e .

U n i f i e d C o n t a c t C e n t e r E x p re s s i n c l u d e s a w e b -b a s e d re a l -t i m e a n d h i s t o ri c a l re p o rt i n g s y s t e m t h a t y o u c a n u s e t o m o n i t o r s y s t e m , C o n t a c t S e rv i c e Q u e u e ( C S Q ) , a n d re s o u rc e p e rf o rm a n c e . to

T h e re s o u rc e m a n a g e r m o n i t o rs U n i f i e d C o n t a c t C e n t e r E x p re s s a g e n t p h o n e s a n d a l l o w s y o u t o o rg a n i z e a g e n t s i n t o re s o u rc e g ro u p s o r s k i l l s -b a s e d p a rt i t i o n s a c c o rd i n g t o t h e t y p e s o f c a l l s t h a t e a c h g ro u p c a n h a n d l e .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D
Call 1 selects menu option 1. T h e f ir st ex tension in h unt g r oup 1 is b usy , so th e call is f or w ar d ed to th e nex t ex tension in th e h unt g r oup.

Call 2 selects menu option 2 . A ll of th e ex tensions in eph one h unt g r oup 2 ar e b usy , so th e call is sent to th e call q ueue f or h unt g r oup 2 .

i n U ni f i ed C M E C al l F l o w s
Call 3 d ial-b y th en d and th

selects menu option 3 , th e -ex tension option. T h e caller d ials, ials th e appr opr iate 4 -d ig it ex tension, e call is sent to th at ex tension. Call 4 selects menu option 0 , th e oper ator option. T h e caller is connected to one of th e ex tensions in th e h unt g r oup th at contains th e oper ator ex tensions.

M enu O ption 1

Auto-Atte n d a n t P i l ot N um b e r Auto-Atte n d a n t S c r i p t W e l c om e P r om p t M enu O ption 2

M enu O ption 3 M enu O ption 0

Call Queue Script

Call Q ueue 1 B usy Call Q ueue 2 Call 2 is q ueued and is per iod ically sent b ack to r etr y th e h unt g r oup. W h ile th e call is q ueued , th e caller h ear s M O H , and a second g r eeting pr ompt af ter a conf ig ur ab le inter v al.

B usy E ph one H unt G r oup 1

B usy

B usy

E ph one H unt G r oup 4 O per ator P h ones

E ph one H unt G r oup 2 V oice-mail option is an alter nate d estination f or calls w h en a ch osen h unt g r oup is unav ailab le b ecause all of its h unt g r oup memb er s ar e log g ed out, or w h en th e calls max imum r etr y inter v al h as b een ex ceed ed .
Introduction to B-A C D in C is co U nif ie d C om m unica tions M a na g e r E x p re s s 2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d. C re a te d f or C is co L e a rning N e tw ork

T h is is a c a ll f lo w f o r a in c o m in g c a ll d ia ls t h e p r o m p t th a t p r o v id e s a a u to m a tic a lly r o u te th e t e le p h o n e n e t w o r k ( P S bo t h .

s im p le C is c o U n B -A C D a u t o -a t t e g r e e t in g a n d in s c a ll. T h is c a ll c a T N ) o r fro m a n o

i f i e d C M E B -A n d a n t p ilo t n u t r u c t io n s t o h e n be f r o m t h e th e r o ffic e o v e

C D s e m be r a lp t h e p u bl i c r a n IP

r v ic e . A n n d h e a rs a c a lle r s w itc h e d W A N o r

F o r e x a m p le , c a lle r s to a m a n u f a c tu r in g c o m p a n y m ig h t y o u f o r c a llin g t h e A c m e C o r p o r a t io n . T o c o n ta c t s a le s , p t e c h n ic a l s u p p o r t , p r e s s 2 ; if y o u k n o w y o u r p a r t y 's e x t e n f o r t h e o p e r a to r , p r e s s 0 . " C a lle r s w h o d o n o t s e le c t a n o t h e g r e e t in g a n d m e n u o p t io n s r e p e a t e d . N o t ic e t h a t th e h a s t h r e e h u n t g r o u p s a s s o c i a t e d w i t h i t a n d a d i a l -by -n u O n e o f th e h u n t g r o u p s is th e o p e r a to r h u n t g r o u p , w h ic h s h a r e d h u n t g r o u p , o r i t c a n be a m e m be r o f t h e t h r e e h u n e c e s s a ry . A f t e r a c a l l e r p r e s s e s a d i g i t t o be c o n n e c t e d t o o r s e r v ic e , th e c a ll is r o u te d to a c a ll q u e u e fo r t h a t h a s be e n s e t u p t o a n s w e r c a l l s f o r t h a t d e p h o n e i s a v a i l a bl e i n t h e h u n t g r o u p , t h e c a l l i s a v a i l a bl e i n t h e h u n t g r o u p , t h e c a l l r e m a i n s i n c a ll is in t h e q u e u e , t h e c a lle r h e a r s M O H . A t in s e c o n d g r e e t in g a u d io p r o m p t . F r o m th e q u e u e r e a t te m p t s to c o n n e c t t h e c a ll t o a p h o n e in th e be c o m e s a v a i l a bl e w i t h i n a s p e c i f i e d p e r i o d , t h a l t e r n a t e , c o n f i g u r a bl e d e s t i n a t i o n .

h e a r: "T h a n k re s s 1 ; fo r s io n , p r e s s 3 ; p tio n w ill h e a r a u t o -a t t e n d a n t m be r o p t i o n . is c o n s id e r e d a n t g r o u p s , if

a p a r tic u la r d e p a r tm e n t a n e p h o n e h u n t g ro u p p a r tm e n t o r s e r v ic e . If a c o n n e c te d . If n o p h o n e is t h e c a ll q u e u e . W h ile t h e t e r v a ls , t h e c a lle r h e a r s a , t h e q u e u e p e r io d ic a lly h u n t g ro u p . If n o p h o n e e c a ll is r o u te d to a n

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-A C D C om p one nts

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

N o w l e t s l o o k a t t h e c o m p o n e n t s o f B -A C D .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D

P ilot N umbe rs

C o m p o nent s : Au t o -At t endant

E ach auto-atte ndant se rv ice h as its ow n auto-atte ndant pilot numbe r th at calle rs dial to re ach th e autoatte ndant. T h e auto-atte ndant pilot numbe r is not associate d w ith an e ph one or ph y sical ph one , but y ou do ne e d to de fine a dial pe e r w ith th e auto-atte ndant pilot numbe r as th e incoming calle d numbe r, so th at th is numbe r is re ach able by outside calle rs.

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

T h e f i r s t c o m p o n e n t w e w i l l r e v i e w i s t h e p i l o t n u m be r s . P ilo t n o f p ilo a u t o -a a tte n d u m t n tte a n be u m n d t is rs p be r s a n ts a c c r o v id th a t th a t e s s e e a c y o u y o u d by c e s s n e e d n e e d a s in t o a u t o -a t t e n to c o n f ig u r e to s u p p o rt. R g le p ilo t n u m

d a n t s f o r c a l l e r s . T h e n u m be r w i l l d e p e n d o n t h e n u m be r o f e m e m be r t h a t e a c h a u t o be r .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

D ial P e e rs Cisco U nifie d CM E B-A CD is av ailable for outside calls th roug h v oice ports and trunk s, for w h ich dial pe e rs must be se t up.

H ow y ou w ant calle rs to acce ss th e auto-atte ndants dictate s if th e dial pe e rs w ill be plain old te le ph one se rv ice (P O T S ) , V oI P , or both .

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

W h e n t h e n u m be r o f p i l o t n u m be r s t h a t w i l l be n e c e s s a r y t o s u p p o r t t h e a u t o -a t t e n d a n t s i s d e t e r m i n e d , y o u n e e d t o c o n f i g u r e d i a l p e e r s s o t h a t c a l l s c a n be r o u t e d p r o p e r l y i n U n i f i e d C M E . F o r e x a m p l e , y o u m a y w a n a n a u t o -a t t e n d a n t t h a t p r o v i d e s a s e t o f p u bl i c m e n u o p t i o n s f o r c a l l e r s w h o a r e c o m i n g i n f r o m t h e P S T N . T h e d i a l p e e r t h a t w o u l d be a s s o c i a t e d w i t h t h i s a u t o -a t t e n d a n t m a y u s e a t o l l -f r e e n u m be r . Y o u h a v e t o be c a r e f u l h e r e , be c a u s e t h e D i a l e d N u m be r I d e n t i f i c a t i o n S e r v ic e ( D N I S ) t h a t y o u r e c e iv e f r o m t h e P S T N m a y n o t p r o v id e a ll o f t h e d ig it s , s o y o u w ill n e e d to c o n s id e r h o w t o m a t c h th e in c o m in g d ig it s A s i m p l e s o l u t i o n i s t o u s e t h e incoming called-nu mb er c o m m a n d w i t h t h e e x p l i c i t d i g i t s t h a t y o u w o u l d be r e c e i v i n g f r o m t h e P S T N . D e p e n d i n g o n h o w t h e l o c a l P S T N i s s e n d i n g d i g i t s , y o u m a y be a bl e t o u s e t h i s d i a l p e e r f o r l o c a l , l o n g d i s t a n c e , a n d t o l l -f r e e c a l l s , i f t h e y a l l a r e t o g o t o t h e s a m e a u t o -a t t e n d a n t . A s e p a r a t e d i a l p e e r i s r e q u i r e d f o e a c h t y p e o f c a l l i f y o u w a n t t o d i f f e r e n t i a t e be t w e e n l o c a l , l o n g d i s t a n c e a n d t o l l -f r e e c a l l s . E a c h d i a l p e e r w o u l d u s e a d i f f e r e n t incoming called-nu mb er c o m m a n d t o m a t c h e a c h d i a l p e e r . . Y o o n T h d ia u m ly f r is a lin g a y o m u to o r a ls o n e e d in s id e th e -a t t e n d a n t s o m e o th e a d ia l o rg a n w o u ld r fo rm p e e r fo r iz a tio n ( u s e a d o f a bbr a n a u t o -a t t e n d a n t t h a t c a n be d i a l e d f o r t h e I T d e p a r tm e n t , f o r e x a m p le ) . i a l p e e r t h a t m a y s u p p o r t 4 -d i g i t e v ia te d d ia lin g .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

D ial P e e r E x ample s P O T S D ial P e e r
! d i a l -p e e r v o i c e 1 1 1 1 p o t s i n c o m i n g c a l l e d -n u m b e r 1 1 1 1 a p p l i c a t i o n a a -s a l e s !

V oI P D ial P e e r
d i a l -p e e r v o i c e 8 8 8 8 v o i p i n c o m i n g c a l l e d -n u m b e r 8 8 8 8 a p p l i c a t i o n a a -i t ! !

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

T h e f ir s t e x a m p le s h o w s a P O T S d ia l p e e r . W h e n a c a ll is p la c e d f r o m t h e P S T N , y o u f i r s t h a v e t o k n o w h o w m a n y d i g i t s w i l l be p r e s e n t e d by t h e P S T N c a r r ie r . W h e n t h e c a lle r s t o th e A c m e C o r p o r a t io n w a n t to p l a c e a n o r d e r o r s p e a k w i t h t e c h n i c a l s u p p o r t , t h e y d i a l 8 0 0 555-1 1 1 1 . T h e P S T N c a r r ie r is p r e s e n t in g A c m e w it h f o u r d ig it s . T h e d ia l p e e r t h a t h a s be e n c r e a t e d w i l l m a t c h t h e f o u r d i g i t s 1 1 1 1 t h a t t h e P S T N i s s e n d i n g a n d a s s o c i a t e t h e d i a l p e e r w i t h t h e a u t o -a t t e n d a n t A A -S a l e s . W h e n c a l l e r s d i a l 8 0 0 555-1 1 1 1 , t h e y w i l l h e a r t h e o p e n i n g g r e e t i n g a n d t h e n be p r e s e n t e d w i t h t h e m e n u o f o p t i o n s f r o m w h i c h t h e y c a n c h o o s e t o r e a c h t h e A c m e S a le s d e p a r t m e n t . T h e s e c o n d e x a m p le is a V a u t o -a t t e n d a n t f o r t h e I T d e 8 8 8 8 , th e V o IP d ia l p e e r is a t t e n d a n t A A -I T . T h e c a l l e r d e p a r tm e n t a n d is th e n p r e IT s u p p o rt te a m . o IP d ia l p a rtm e n m a tc h e d h e a rs th s e n te d w p e e r t h a t a llo w s u s e r s to r e a t . W h e n th e in t e r n a l c a lle r d , a n d th a t is a s s o c ia te d w ith e o p e n in g g r e e t in g f o r t h e A ith th e o p tio n s to r e a c h th e c h a ia ls th e c m e c o rre n a u to IT c t

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

T cl S cripts and A udio P rompts T h e auto-atte ndant use s a T cl 2 . 0 script so th at it can act as an I V R sy ste m to colle ct information th roug h th e te le ph one in re sponse to use r input in th e form of spok e n w ords or dual tone multifre q ue ncy (D T M F ) sig naling . T h e re is one script, and se th e . tar file th U nifie d CM E

auto-atte ndant script, one call q ue ue v e n de fault audio file s th at are include d in at is av ailable for dow nload from th e Cisco S oftw are dow nload site on cisco. com.

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

10

T h e a u to th e fo rm a re u s e d o p tio n s a h a v e s e v a n d y o u in te r fa c e d if f e r e n t

T c l s c r i p t s a r e n o t t y p i c a l l y c u s t o m i z e d , bu t i f y o u n e e d a c u s t o m T c l s c r ip t , p le a s e c o n ta c t y o u r C is c o S a le s te a m f o r a s s is ta n c e . C is c o c a n d e v e lo p c u s t o m T c l s c r ip t s t o m e e t y o u r s p e c if ic n e e d s .

-a t t e n d a n t a c t s a s a n o f d u a l to n e m u ltif r e q t o p r o v id e t h e c a lle r r e f o r a s p e c if ic a u t o e r a l IV R a p p lic a t io n s c a n c u s to m iz e th e IV s t o v a r io u s c a lle r s . T m e n u s .

I V R to c o lle c t in f o r u e n c y ( D T M F ) s ig n w ith o p tio n s a n d to -a t t e n d a n t . A C i s c o to a c c o m m o d a te m R a p p lic a t io n s to p r h e c u s to m iz a tio n is

m a tio n f r o m a ls . T h e a u d id e n t if y w h a v o ic e g a te w a n y d iffe r e n e s e n t d if f e r e a c c o m p lis h

a c a lle io p r o m t th e a y c a n t s e r v ic n t e d th ro

r in p ts e s , u g h

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

T cl S cripts and A udio P rompts
Navigate to www.cisco.com and locate the Cisco Unified Communications M anager E x p r ess S oftwar e D ownload site. T hen locate the Cisco Unified CM E B -A CD tar ar chive called cme-b-acd-2 .1 .0 .0 .tar . E x tr act the tar ar chive to the r outer flash memor y . T cl scr ip ts that ar e included in the .tar file:
a p p -b-a c d -x . x . x . x . t c l ( c a l l q u e u e s c r i p t ) e n _ ba c d _ a l l a g e n t s bu s y . a u ( a u d i o f i l e ) e n _ ba c d _ d i s c o n n e c t . a u ( a u d i o f i l e ) a p p -b-a c d -a a -x . x . x . x . t c l ( a u t o -a t t e n d a n t s c r i p t )

A udio p r omp ts that ar e included in the .tar file:

e n _ ba c d _ o p t i o n s _ m e n u . a u ( a u d i o f i l e ) e n _ ba c d _ m u s i c _ o n _ h o l d . a u ( a u d i o f i l e ) e n _ ba c d _ i n v a l i d o p t i o n . a u ( a u d i o f i l e ) e n _ ba c d _ w e l c o m e . a u ( a u d i o f i l e ) e n _ ba c d _ e n t e r _ d e s t . a u ( a u d i o f i l e )
Introduction to B-A C D in C is co U nif ie d C om m unica tions M a na g e r E x p re s s 2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d. C re a te d f or C is co L e a rning N e tw ork

11

T c l s C o m s c r ip th e C A lw a C o N e f la f ile s e a u a u d e s p

p y t h e t a r a r c h i v e t o a T F T P s e r v e r t h a t i s a c c e s s i bl e by t h e r o u t e r x t , e x t r a c t t h e c o n te n t s o f th e t a r a r c h iv e a n d p la c e th e o u t p u t in th s h m e m o r y o f t h e r o u t e r . T h e e x t r a c t e d ta r a r c h iv e c o n t a in s s e v e r a s : t w o T c l s c r i p t s , t h e a u t o -a t t e n d a n t a n d t h e c a l l q u e u e s c r i p t , a n d v e n d e f a u lt a u d io f ile s . T h e a u d io f ile s in c lu d e t h e w e lc o m e a n d m e d io f ile s . A t a m in im u m , y o u m u s t r e r e c o r d t h e w e lc o m e a n d m e n u d io f ile s to c u s to m iz e t h e m f o r y o u r s p e c if ic n e e d s . If y o u a r e g o in g p l o y m u l t i p l e a u t o -a t t e n d a n t s , t h e n e a c h a u t o -a t t e n d a n t n e e d s a e c if ic w e lc o m e a u d io f ile a n d a s p e c if ic m e n u f ile .

c r ip ts m u n ic ts a n d is c o U y s lo o

a n d a u a t io n s a u d io n if ie d k to u s

d io f ile s a r e d o w n lo a M a n a g e r E x p re s s S o f ile s a r e c o n t a in e d in C M E B -A C D t a r a r c h e th e la te s t v e r s io n .

d e d ftw a a ta iv e

fro m th e re D o w n r a r c h iv e c a lle d c m

C is c o lo a d s . Y o u e -b-a

U ite m c d

n if ie d . T h e T c l u s t lo c a te -2 . 1 . 0 . 0 . t a r . . e l n u to

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o At t endant ( C o nt . )

Customiz ing A udio P rompts
T he names of audio p r omp t files consist of two p ar ts: a p r efix , which is a language code, and an identifier that tells y ou the file' s function. F or ex amp le, en_ bacd_ welcome.au consists of a p r efix , en, and an identifier , _ bacd_ welcome.au, which indicates that the file contains the welcome p r omp t. Note that the identifier alway s begins with an under scor e. T he p r efix can be changed to r ep r esent any of the following built-in language p ack ages:
c h C h in e s e e n E n g lis h s p S p a n is h

A udio p r omp ts can be r ecor ded in any language. D efault files ar e sup p lied in E nglish .

Note: D o not change the names of audio files ex cep t for the following cases:

a a A ll t h r e e

T h e p r e f ix o f a n y f ile n a m e m a y b e c h a n g e d t o c h , e n , s p , o r a a . T h e p r e f ix m u s t m a t c h t h e c o d e t h a t is s p e c i f i e d i n t h e l a n g u a g e -c o d e p a r a m e t e r i n t h e paramspace language c o m m a n d , r e g a r d l e s s o f t h e a c t u a l la n g u a g e u s e d in t h e f ile . F o llo w in g it s p r e f ix , t h e w e lc o m e p r o m p t f ile n a m e ( d e f a u lt is e n _ b a c d _ w e lc o m e . a u ) m a y h a v e a n y i d e n t i f y i n g n a m e , a s d e f i n e d i n t h e param w elco me-pro mpt c o m m a n d . F o l l o w i n g i t s p r e f i x , t h e d r o p -t h r o u g h p r o m p t f i l e n a m e ( n o d e f a u l t s u p p l i e d ) m a y h a v e a n y i d e n t i f y i n g n a m e , a s d e f i n e d i n t h e param d ro p-t h ro ugh -pro mpt c o m m a n d .
2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

Introduction to B-A C D

I f y o u d o re re c o rd a n y o f t h e a u d i o f i l e s , n o t e t h a t t h e C i s c o U n i f i e d C M E B -A C D p ro m p t s re q u i re a G . 7 1 1 a u d i o f i l e ( . a u ) f o rm a t w i t h 8 -b i t , m u -l a w , a n d 8 -k H z e n c o d i n g . C i s c o re c o m m e n d s t h e f o l l o w i n g a u d i o t o o l s o r o t h e rs o f s i m i l a r q u a l i t y : - A d o b e A u d i t i o n f o r M i c ro s o f t W i n d o w s b y A d o b e S y s t e m s I n c . ( f o rm e rl y c a l l e d C o o l E d i t b y S y n t ri l l i u m S o f t w a re C o rp . ) - A u d i o T o o l f o r S o l a ri s b y S u n M i c ro s y s t e m s I n c .

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

C re a te d f or C is co L e a rning N e tw ork

12

Y o u m a y re c o rd a p ro m p t i n a n y l a n g u a g f i l e t h a t c o n t a i n s a p ro m p t i n a d i f f e re n t l a a re u s e d f o r f e a t u re s t h a t a re n o t a p a rt o i s i m p o rt a n t t h a t t h e l a n g u a g e -c o d e p re f i x i s s p e c i f i e d i n t h e l a n g u a g e -c o d e p a ra m e re g a rd l e s s o f t h e l a n g u a g e a c t u a l l y u s e d T h e id e n t if ie r p a e x c e p tio n o f th e s c ri p t s w i l l b e l o lis te d a b o v e a n d language c o m m T h e tw o e ( d e f a u lt is d e fa u lt s u s p e c if ie d f ile s m a y rt o f t h e _ b a c d _ o k in g f o th a t h a a n d . n a w e ra v e m e lc o m u d io th e o f a e .a f ile s a m

n a u d io f ile u f ile , a s e s th a t h a v e e p re f i x t h

e . I t i s n o t n e c e s s a ry t o c h a n g e t h e p re f i x o f a n g u a g e , b e c a u s e t h e l a n g u a g e -c o d e p re f i x e s f t h e C i s c o U n i f i e d C M E B -A C D s e rv i c e . B u t i t e s f o r y o u rf ile s m a tc h th e la n g u a g e c o d e th a t t e r i n t h e paramspace language c o m m a n d , in th e a u d io f ile . s x p th a t h o la e y o u ld n o in e d in s a m e u s p e t b th id e c if y e c h a n g e d , w ith th e e f o l l o w i n g p a ra g ra p h s . T h e n tif y in g n a m e s a s th o s e i n t h e paramspace a u f ile ro m . T v e

- T h e p re f i x p a rt o f t h e f i l e n a m e m u s t b e t h e s a m e a s t h e l a n g u a g e c o d e t h a t i s s p e c i f i e d i n t h e paramspace language c o m m a n d . F o r e x a m p l e , e n .

x c e p tio n e n _ b a c p p lie d ) . e x p lic it ly u s e a n y

s to th e g e n e d _ w e lc o m e .a T h e id e n tif y in d u ri n g c o n f i g f ile n a m e s , a s

ra l f i l e n a u ) a n d th g p a rt s o u ra t i o n a lo n g a s

m i n g ru l e s a re e d ro p -t h ro u g h f th e f ile n a m e s n d a re c o m p l e th e n a m e s o b s

t h e w e l c o m e -p ro m p t -o p t i o n p ro m p t a u d i o f o rth e s e tw o a u d io p t e l y u s e r-c o n f i g u ra b l e e rv e t h e f o l l o w i n g c o n

d io file (n o p t s a re h e s e n tio n s :

- T h e i d e n t i f i e r p a rt o f t h e f i l e n a m e m u s t s t a rt w i t h a n u n d e rs c o re . F o r e x a m p l e , _ w e lc o m e _ to _ x y z .a u .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

13

U si ng A ud i o F i les t o D escri b e M enu C h o i ces B y d e f a u lt, a b o u t th e m e n _ b a c d _ o m e s s a g e s tw o a u d io e n u c h o ic p tio n s _ m e t h a t a re s u f ile e s n u p p s a th a .a u lie d re s u t a re . Y o u in th p p a v c a e s

- I f y o u r C i s c o U n i f i e d C M E B -A C D s e rv i c e u s e s a s i n g l e a u t o -a t t e n d a n t s e rv i c e , re c o rd a w e l c o m e g re e t i n g i n e n _ w e l c o m e _ p ro m p t . a u a n d re c o rd i n s t ru c t i o n s a b o u t m e n u c h o ic e s in e n _ b a c d _ o p tio n s _ m e n u .a u . - I f y o u r C i s c o U n i f i e d C M E B -A C D s e rv i c e u s e s m u l t i p l e a u t o -a t t e n d a n t s e rv i c e s , y o u w i l l n e e d s e p a ra t e g re e t i n g s a n d i n s t ru c t i o n s f o r e a c h a u t o -a t t e n d a n t , u s i n g t h e f o llo w in g g u id e lin e s : R n a a n in c e c m e d e lu d o rd a s fo rth e n _ w e lc e b o th e p a a u o m th e ra t e w e l c d io f ile f o e _ a a 2 .a u g re e t i n g o m re . T a n e p ro a c h w h e w e d th e m p e lc lc o in s t fo re a c o m e p ro m e p ro m t ru c t i o n s h a u m p t. p ts a b o t o -a t t e n d F o re x a m th a t y o u u t m e n u a n p re o p t s e le , e c o rd tio n

l i e d t o p ro v i d e i n i t i a l c a l l e r o ri e n t a t i o n a n d g u i d a n c e a i l a b l e : e n _ w e l c o m e _ p ro m p t . a u a n d n re re c o rd c u s t o m i z e d m e s s a g e s o v e r t h e d e f a u l t e f ile s .

R e c o rd s i l e n c e i n t h e a u d i o f i l e e n _ b a c d _ o p t i o n s _ m e n u . a u . A m i n i m u m o f o n e s e c o n d o f s i l e n c e m u s t b e re c o rd e d . N o t e t h a t t h i s f i l e d o e s n o t c o n t a i n t h e m e n u i n s t ru c t i o n s w h e n t h e re a re m u l t i p l e a u t o -a t t e n d a n t s e rv i c e s .

rv i c e , u s i n g a d i f f e re n t n _ w e lc o m e _ a a 1 .a u in th e s e f ile s s h o u ld s .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

M e nu O ptions and D rop-T h roug h T h e purpose of a Cisco U nifie d CM E B-A CD se rv ice is to automatically route calls to th e corre ct de stination in y our org aniz ation. I nte ractiv e auto-atte ndant se rv ice s e nable y ou to prov ide me nu options to calle rs so th at th e y can mak e th e appropriate ch oice s for th e ir calls. T h e ty pe s of me nu options th at are av ailable in Cisco U nifie d CM E B-A CD include :
E p h o n e h u n t g r o u p D i a l -b y -e x t e n s i o n O p e r a t o r h u n t g r o u p D r o p -t h r o u g h m o d e
Introduction to B-A C D in C is co U nif ie d C om m unica tions M a na g e r E x p re s s 2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d. C re a te d f or C is co L e a rning N e tw ork

14

D r o p -t h r o u g h h u n t -g r o u p . D y o u w a n t to p a u t o -a t t e n d a n e x te n s io n s y o lin e th a t u s e s th e m to th e A o r q u e u e d fo r M O H .

D a m b w p

O p e ra to r h u n t g ro c o n n e c te d to a h u s e r v ic e s to c a lle r s th e A c m e C o rp o ra g r o u p a s s o c ia te d C o r p o r a tio n . i a l -b y -e x t e s s o c ia te d e n u ( a a -h y -e x t e n s i o o u ld a llo w a rty th e y a

E p h a in to to

T h e p u r p o s e o f a C i s c o U n i f i e d C M E B -A C D s e r v i c e i s t o a u t o m a t i c a l l y r o u t e c a l l s t o t h e c o r r e c t d e s t i n a t i o n i n y o u r o r g a n i z a t i o n . I n t e r a c t i v e a u t o -a t t e n d a n t s e r v i c e s e n a b l e y o u t o p r o v i d e m e n u o p t i o n s t o c a l l e r s s o t h a t t h e y c a n m a k e t h e a p p r o p r ia t e c h o ic e s f o r t h e ir c a lls . h o n v e b a c a b e e b e c e h u n t g e e n d e s ll q u e u e s ta b lis h o n n e c te ro u p s ig n a te o r s e n e d . F o d w ith a llo d in t to r e x te c w a c a lle r to a n e p h o n e a n a lte r n a te a m p le , th e A h n ic a l s u p p o a s p e w ith o n e h w s c a o p tio p re h u n , c o c m rt. s s a s p t g ro u p n fig u r a e C o rp e c if ie d . If a ll b le d e o r a tio n d ig it to b e c e x te n s io n s in s tin a tio n . T h a llo w s c a lle o n n e th e is o p rs to c te h u n tio n p re d to a g t g ro u p r e q u ir e s s 1to ro u p o f e a re b u s y s a n e p h p la c e a n x te n , c a o n e o rd e s io lls h u r o n s a re n t r p th h g r re

a t e ld o u p s s 2

u p s n t g . A n tio n w ith

a re ro u p e p h a llo th is

c ia l c a s th e s p e u n t g ro lle r s to n in c lu d

e o c ia u p p re e s

f e p h o n e l p u rp o s e to p r o v id s s 0 to b a ll o f th e ig it to n u m b u e u e 4 in th to p re

h u o f e o e c a d

n t g r o u p s . A c a lle r p r o v id in g o p e r a to r p e r a to r s e r v ic e s m o n n e c te d to th e c o m in is t r a t iv e a s s is t a

p re , o r u s t rp o n ts

s s e s a s p e c lo o k u p a n d b e e s ta b lis h ra te o p e ra to , u p t o 10 , w e x te n o t m e n a m p it e x n s b e u le te

ifie d d ig it o r c o n n e c tio n , e d . F o r e x a m r. T h e e p h o n ith in th e A c m e re m e is a p u t u m is a a s a 4 fo in to b e r o

0 to b e p le , e h u n t e

n s io n a llo w s a c a lle w ith th is m e n u o p tio u n t) n u m b e rs u s e d n , y o u c a n n o t h a v e c a lle r s to th e A c m e r e tr y in g to r e a c h .

r to p re s s a d n . T h e m e n u w i t h t h e c a l l -q a h u n t g ro u p C o r p o r a tio n

b e a llo w e e r u s e d fo s e r v ic e . F e c a ll q u e s s 4 a n d

d to d ia l a k n o r th is o p tio n m o r e x a m p le , if u e s e r v ic e . A n th e n d ia l th e 4

w n u s t th e e x -d i g

io n . T h th e s a o p tio n o f t h is n s io n n

c a v e a t n y r d ia lp r a c t ic e f th e

m o d e p la y s a n o p tio n a l w e lc o m e g r e e tin g a n d th e n c o n n e c ts c a lle r s d ir e c tly to a n e p r o p -t h r o u g h , w h e n a s s i g n e d t o a n a u t o -a t t e n d a n t , i s t h e o n l y o p t i o n f o r t h a t a u t o -a t t e r o v i d e b o t h a m e n u o f o p t i o n s a n d d r o p -t h r o u g h m o d e t o c a l l e r s , y o u n e e d t o c r e a t e t s . T h is o p t io n d o e s r e q u ir e a n e p h o n e h u n t g r o u p t o b e e s t a b lis h e d t h a t c o n t a in s t h u w a n t c a l l e r s t o b e a b l e t o r e a c h . F o r e x a m p l e , t h e A c m e C o r p o r a t i o n h a s a t o l l -f r e e d r o p -t h r o u g h m o d e . W h e n c a l l e r s p l a c e a c a l l t o t h i s n u m b e r , t h e y h e a r a g r e e t i n g w c m e C o r p o r a t io n in t e r n a l s a le s lin e . T h e c a lle r is t h e n e it h e r s e n t t o a n a v a ila b le s a le t h e n e x t a v a ila b le s a le s a g e n t in t h e s a le s h u n t g r o u p . I f t h e c a ll is q u e u e d , t h e c a lle

s a le e lc o m s a g e r h e a

h o n e n d a n t. If m u lt ip le in g n t rs s

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

Q ue uing T h e call q ue ue s are associate d w ith e ph one h unt g roups but are manag e d by th e B-A CD call-q ue ue script.

Call-q ue ue parame te rs th at can be config ure d include :

T h e a m o u n t o f t i m e t h a t p a s s e s b e t w e e n h u n t g r o u p r e t r i e s . T h e m a x i m u m T h e m a x i m u m A s e c o n d g r e e t i n g a u d i o f i l e c a n b e c r e a t e d t h a t p l a y s t o c a l l e r s w h o a r e w a itin g in q u e u e fo r th e n e x t a g e n t. E n a b l i n g t h e c o l l e c t i o n o f i n f o r m a t i o n f o r d e b u g g i n g t h e c a l l q u e u e . n u m b e r o f c a lls th a t q u e u e s c a n c o n ta in . a m o u n t o f t im e t h a t a c a ll c a n b e h e ld in q u e u e .

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

15

D e p e n d in g c a lls to a C g ro u p s . If a m e m b e r o f N o te th a t a c a l l -q u e u e

W h ile a c a ll is in q f r o m a liv e f e e d is p e r io d ic a lly r e t r ie s A s e c o n d g r e e t in g e x a m p le , th e s e c o u s . C a lls a r e a n s w

o n th e n u m b e r is c o U n ifie d C M m e m b e r o f th e th e h u n t g ro u p c a ll q u e u e , a lth s c r ip t a n d n o t b u e n o th is n d e r

T h e c a l l -q u e u e p a r a m e t e r s a r e c o n f i g u r e d b y u s i n g t h e param c o m m a n d s . T o a d j u s t t h e t i m e b e t w e e n h u n t g r o u p r e t r i e s , u s e t h e c o m m a n d param c al l -re t ry -t i me r 3 0 . T h i s w i l l re try th e e p h o n e h u n t g ro u p e v e ry 3 0 s e c o n d s . T h e th e in a d e s c o m m c a l l -r e c a ll q tin a tio a n try u e u n n d t im e u m

u e , th e c a lle r t a v a ila b le in e h u n t g ro u p p la y e d to r e a g r e e tin g m ig e d in th e o r d e

o f c a lls a n d E B -A C D s h u n t g ro u p is a v a ila b le o u g h d e d ic y th e h u n t g

h e a rs C is c o to s e e s s u re h t s a y r th e y

c a ll a g e e r v ic e a r is a v a ila , th e c a ll a te d to a r o u p its e

M O H . (N o te th a t fo r C C M E 3 . 3 . ) W h ile in th if a h u n t g r o u p m e m b c a lle r s th a t t h e y a r e s : " T h a n k y o u f o r w a it in a r e r e c e iv e d . P le a s e

n ts e tr b le re m p a lf.

in e a c h e a n s fe rre d to ta k e a a in s in th r t ic u la r h u

p h o n e h u n t g ro to c a ll q u e u e s c a ll, t h e c a ll is e c a ll q u e u e fo n t g r o u p , is m a is c o U n ifie e c a ll q u e u e r is a v a ila t ill in lin e to g . Y o u r b u r e m a in o n

u p , m o s t in c o m in g a s s o c ia te d w ith h u n t c o n n e c te d . If n o r th a t h u n t g ro u p . n a g e d b y t h e B -A C D E B c a a n n s w s is e ." -A C ll q u s w e e re im p D , M e u e r th e d . F o o rta n r O H c a ll. t to

d C M e , th e b le t o b e a s in e s th e lin

T o a d j u s t t h e n u m b e r o f c a l l s h e l d i n e a c h e p h o n e h u n t -g r o u p s c a l l q u e u e , u s e t h e c o m m a n d param q u e u e -l e n 1 5 . T h i s s e t s t h e q u e u e l e n g t h t o 1 5 c a l l s . T h e d e f a u l t i s 1 0 c a l l s , a n d t h e r a n g e is b e t w e e n 1 a n d 3 0 c a lls . T o e n a b le t h q u e u e -man t o e n a b le d e c o m m a n d . B debugs c o m e c o lle c ag e r-d b u g g in g o th th e m a n d m

param max -t i me -c al l -re t ry 6 0 0 s e t s t h e m a x i m u m a m o u n t o f t i m e f o r e r to 6 0 0 s e c o n d s . T h is is th e m a x im u m p e r io d o f t im e fo r w h ic h a c a ll c a n s t a y a n d r e t r y t o c o n n e c t w it h a h u n t g r o u p b e f o r e t h e c a ll is s e n t t o a n a lt e r n a t e b e r.

t i o n o f i n f o r m a t i o n f o r d e b u g g i n g t h e c a l l q u e u e , u s e t h e c o m m a n d param e b u g s 1 . T h e o p t io n s f o r t h is c o m m a n d a r e 0 t o d is a b le d e b u g g in g a n d 1 . N o t e : T h i s c o m m a n d i s u s e d w i t h t h e debug voip application script debug voip application script c o m m a n d a n d t h e param q ueue-m anageru s t b e e n a b le d t o g e th e r w h e n d e b u g t r a c e file s a r e c o lle c te d .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

H unt G roups
I n most cases, the B -A CD ser vice will connect caller s to hunt gr oup s thr ough the menu op tions in the auto-attendant or thr ough dr op -thr ough mode. A max imum of 1 0 hunt gr oup s can be used with the B -A CD call-q ueue ser vice.

p ar am

T he hunt gr oup op tion is configur ed using the aa-h u n t p ar ameter that associates menu number s with the p ilot number s of hunt gr oup s. F or ex amp le, the following command associates menu op tion 1 ( aa-hunt1 ) with the ep hone hunt gr oup p ilot number 1 1 1 1 . I n this ex amp le, when caller s dial 1 after hear ing the menu-choices audio p r omp t, they ar e p ut in the call q ueue for the hunt gr oup with the p ilot number 1 1 1 1 . Note: S har ed ep hone-dns cannot log in and out of ep hone hunt gr oup s. I f shar ed ep hone-dns ar e included as member s of hunt gr oup s, they must be listed as fix ed member s of the gr oup , and automatic logout cannot be enabled for the gr oup . aa-h u n t 1 1 1 1 1

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

16

I n m o s t c a s e s , a C i s c o U n i f i e d C M E B -A C D to h u n t g ro u p s .

s e r v ic e w ill c o n n e c t c a lle r s

W h e n c o n f i g u r i n g t h e B -A C D s e r v i c e , t h e aa-h u nt c o m m a n d a s s o c i a t e s m e n u n u m be r s w i t h t h e p i l o t n u m be r s o f a h u n t g r o u p . T o u s e t h e A c m e C o r p o r a t io n e x a m p le , if a c a lle r d ia ls 1 f r o m th e a u to a t t e n d a n t m e n u , t h e c a l l w i l l be s e n t t o c a l l q u e u e f o r t h e h u n t g r o u p w i t h t h e p i l o t n u m be r 1 1 1 1 . I f a l l o f t h e h u n t g r o u p m e m be r s w e r e bu s y o r l o g g e d o u t o f t h e h u n t g r o u p , t h e n t h e c a l l -q u e u e s e r v i c e f o r t h i s h u n t g r o u p w o u l d t r y t o p l a c e t h e c a l l w i t h a m e m be r o f t h e h u n t g r o u p u n t i l t h e r e t r y t im e e x p ir e d , a n d th e n it w o u ld s e n d t h e c a ll to t h e f in a l d e s t in a t io n . T h is f in a l d e s t in a t io n is c o n f ig u r e d a s p a r t o f th e h u n t g r o u p a n d c a n be a n o t h e r e x t e n s i o n t h a t i s t h e p i l o t n u m be r f o r a n o t h e r h u n t g r o u p , a n o p e r a t o r , o r t o a g e n e r a l d e l i v e r y v o i c e -m a i l bo x f o r t h e h u n t g ro u p . A m a x im u m s e r v ic e . o f 1 0 h u n t g r o u p s c a n be a s s o c i a t e d w i t h t h e B -A C D

O n e a r e a t h a t i s i m p o r t a n t i s t h e a bi l i t y f o r t h e m e m be r s g r o u p t o be a bl e t o l o g i n a n d l o g o u t o f t h e h u n t g r o u p w a t t h e i r d e s k s o r a r e o t h e r w i s e bu s y . I f y o u c o n f i g u r e t h e d u a l -l i n e e x t e n s i o n s a n d p l a c e t h o s e e x t e n s i o n s i n t o t h e u s e r s w o n t be a bl e t o l o g i n o r l o g o u t o f t h e h u n t g r o u p u s e r s f i x e d m e m be r s o f t h e h u n t g r o u p , w h i c h m e a n s c a be s e n t t o t h e i r e x t e n s i o n s , e v e n i f t h e y a r e n t a t t h e i r d e o t h e r w i s e bu s y . T h i s c a n l e n g t h e n t h e a m o u n t o f t i m e a t h e c a ll q u e u e f o r a s p e c if ic h u n t g r o u p .

o f th e h u n t h e n t h e y a r e n t c a ll a g e n ts w ith h u n t g ro u p , th e . It m a k e s th e s e lls w ill a lw a y s s k s o r a re c a lle r is h e ld in

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

H unt G roup E x ample
Acme#config terminal Acme( config) #ep h one-h u nt 1 Acme( config) #d es crip tion S ales longes t-id le H u nt G rou p 2 0 2 2 , 2 0 2 3 , 2 0 2 4

Acme( config-ep h one-h u nt) #d is p lay -logou t G rou p Acme( config-ep h one-h u nt) #ex it Acme( config-ep h one-h u nt) #au to logou t 1

Acme( config-ep h one-h u nt) #timeou t 1 5

Acme( config-ep h one-h u nt) #h op s

Acme( config-ep h one-h u nt) #lis t 2 0 2 1 , 8

Acme( config-ep h one-h u nt) #p ilot 1 1 1 1

V oicemail B ox

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

17

T h e d is p lay -logout c a re m e m b e rs o f a h u n b e u s e d to in fo r m h u n t a k e c a lls . H e r e , w h e n g r o u p v o i c e -m a i l b o x .

T h e timeout c o m m a m e m b e r o f th e h u n t g r o u p lis t . I n C is c o U c o m m a s ; th e n u m b e n u m b e r in a m u ltip le fo rw a rd e d to th e n e x e a c h e p h o n e -d n .

T h e h op c o m m a n d i s o p t i o n a l . D e p e n d i n g o n t h e h u n t i n g a l g o r i t h m , t h e h o p c o m m a n d w i l l d e t e r m i n e t h e n u m b e r o f h o p s a c a ll g o e s t h r o u g h in t h e e p h o n e h u n t lis t t o r e a c h a c a ll a g e n t b e f o r e it is s e n t t o a f in a l d e s tin a tio n . n d is a n o p tio n a l c o m g r o u p , a fte r w h ic h a n n ifie d C M E 4 .0 a n d la r o f e n tr ie s m u s t c o r r e e n t r y s p e c ifie s t h e t im t n u m b e r in th e lis t. If o m t g t g a m a n d ro u p w ro u p m ll o f th e

T h e lis t c o m m a n d i s n e x t . T h i s d e f i n e s t h e l i s t o f n u m b e r s ( f r o m 2 t o 2 0 ) t o w h i c h t h e e p h o n e h u n t g r o u p r e d ir e c t s t h e in c o m in g c a lls . T h e s e a r e t h e e x t e n s io n n u m b e r s f o r t h e c a ll a g e n t s .

T h e p ilot numb er c o m m a n d s e t s t h e n u m b e r t h a t t h e a u t o -a t t e n d a n t w i l l d i a l t o r e a c h t h e h u n t g r o u p .

U s e t h e d es crip tion c o m m a n d t o d e s c r i b e h o w t h e h u n t g r o u p i s b e i n g u s e d .

T h e n , y o u b e g i n t h e p r o c e s s o f c o n f i g u r i n g a h u n t g r o u p . T h e f i r s t c o m m a n d i s ep h one-h unt. Y o u n e e d t o a s s i g n a u n i q u e i d e n t i f i e r t o t h i s c o m m a n d , a n d w e h a v e c h o s e n 1. Y o u a l s o n e e d t o s e l e c t t h e t y p e o f h u n t i n g t h a t y o u w a n t t h e h u n t g r o u p t o p e r f o r m . T h e o p t i o n s a r e s e q u e n t i a l , p e e r a n d l o n g e s t -i d l e . W e h a v e c h o s e n l o n g e s t -i d l e f o r t h i s e x a m p l e . C a l l s w i l l g o f i r s t t o t h e n u m b e r i n t h e h u n t g r o u p t h a t h a s b e e n i d l e f o r t h e l o n g e s t n u m b e r o f h o p s w h e n t h e h u n t g r o u p w a s d e f i n e d . T h e l o n g e s t -i d l e t i m e i s d e t e r m i n e d f r o m t h e l a s t t i m e t h a t a p h o n e r e g i s t e r e d , r e r e g i s t e r e d , o r w e n t o n -h o o k . S e l e c t i n g t h e s e q u e n t i a l o p t i o n w i l l h a v e n u m b e r s a l w a y s r i n g i n t h e l e f t -t o -r i g h t o r d e r i n w h i c h t h e y a r e l i s t e d w h e n t h e h u n t g r o u p i s d e f i n e d . T h e f ir s t n u m b e r in t h e lis t is a lw a y s t h e f ir s t n u m b e r t o b e t r ie d w h e n t h e p ilo t n u m b e r is c a lle d . M a x im u m n u m b e r o f h o p s is n o t a c o n fig u r a b le p a r a m e te r fo r s e q u e n tia l h u n t g r o u p s . S e le c tin g th e p e e r h u n tin g o p tio n w ill c a u s e th e fir s t c a ll to th e h u n t g r o u p to r in g a t th e fir s t n u m b e r in th e e p h o n e h u n t lis t. S u b s e q u e n t c a lls w ill b e p la c e d t o t h e n e x t n u m b e r in t h e e p h o n e h u n t lis t c o m m a n d u n t il t h e c a lls r e a c h th e e n d o f th e lis t. If th e m a x im u m n u m b e r o f h o p s is g r e a te r th a n th e n u m b e r o f e x te n s io n s in th e e p h o n e h u n t lis t, th e n c a lls c a n g o th r o u g h th e e p h o n e h u n t lis t a g a in o r u n til th e m a x im u m h o p c o u n t h a s b e e n r e a c h e d . R in g in g p r o c e e d s in a c ir c u la r m a n n e r , le ft to r ig h t, fo r th e n u m b e r o f h o p s s p e c ifie d in th e h u n t g r o u p c o n fig u r a tio n . T h is h u n tin g a lg o r ith m is a ls o k n o w n a s c ir c u la r h u n tin g .

F i r s t , y o u g o i n t o c o n f i g u r a t i o n m o d e t h r o u g h t h e configure terminal c o m m a n d .

T h is is a n e x a m p le o f th e c o n fig u r a tio n o f a h u n t g r o u p .

m a n d , a n d it s e ts th e n u m b e r o f s e c o n d s a c a ll r in g s a t e a c h u n a n s w e r e d c a ll is r e d ir e c t e d t o t h e n e x t n u m b e r in t h e h u n t t e r v e r s io n s , m u lt ip le e n t r ie s c a n b e m a d e , s e p a r a t e d b y s p o n d t o t h e n u m b e r o f e p h o n e -d n s i n t h e l i s t c o m m a n d . E a c h e t h a t t h e c o r r e s p o n d i n g e p h o n e -d n w i l l r i n g b e f o r e a c a l l i s a s i n g l e n u m b e r i s e n t e r e d , i t i s u s e d f o r t h e n o -a n s w e r p e r i o d f o r a l c h u n e re o f th o m t g th e m a n d ro u p m e c a lls h u n t g . It d e m a re ro u p e fin b e rs b e in a re e s a g u th re s e n a e te in t h n t w v a ila x t th e n o h e n b le , a t w t -r e a ll m th e ill a d e c a a p p e a r o n y s ta tu s . T m b e rs a re lls a r e fo r w IP h is u n a r p h o n e s tr in g a v a ila b d e d to s th a t c a n le to th e

is a n o p tio n h e n a ll th e e m b e rs w h m e m b e rs

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

18

T h e auto logout c o m m a n d i s a n o p t i o n a l c o m m a n d . T h i s e n a b l e s t h e a u t o m a t i c c h a n g e o f a n e p h o n e h u n t g r o u p a g e n t ' s e p h o n e -d n t o n o t -r e a d y s t a t u s a f t e r a s p e c i f i e d n u m b e r o f h u n t g r o u p c a lls a r e n o t a n s w e r e d . H e r e , t h e r a n g e is f r o m 1 to 2 0 . O n e is t h e d e f a u lt . T h e r e a r e t w o o p t io n s t o th is c o m m a n d , d y n a m ic a n d s ta t ic . T h e d y n a m ic o p t io n s p e c if ie s th a t t h is c o m m a n d a p p lie s o n ly t o d y n a m ic h u n t g r o u p m e m b e r s ( t h o s e w h o a r e s p e c ifie d b y a n a s te r is k [ * ] w ild c a r d in t h e h u n t g r o u p c o n f ig u r a t io n ) . T h e s t a t ic o p tio n s p e c if ie s th a t t h is c o m m a n d a p p lie s o n ly to s t a tic h u n t g r o u p m e m b e r s ( t h o s e w h o s e e x t e n s io n n u m b e r s a r e e x p lic it ly n a m e d in t h e h u n t g r o u p c o n f ig u r a tio n ) . I f n e ith e r o p t io n is a p p lie d , t h e n a u t o m a tic lo g o u t a p p lie s t o b o th d y n a m ic a n d s t a t i c h u n t g r o u p m e m b e r s . T h e e x a m p l e w o u l d b e a s s o c i a t e d w i t h t h e f i r s t a u t o -a t t e n d a n t m e n u o p t i o n . S o i f y o u h a v e t w o , t h r e e , f o u r , o r m o r e a u t o -a t t e n d a n t o p t i o n s , a h u n t g r o u p w i l l n e e d to b e c o n fig u r e d fo r e a c h m e n u o p tio n . T h e e x i t c o m m a n d e x i t s t h e e p h o n e -h u n t g r o u p c o n f i g u r a t i o n .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

A g e nt Config uration A g e nts can log in and log out of th e h unt g roup th e y are assig ne d to so th at th e y can pe rform normal w ork dutie s and to re duce th e time th at a calle r spe nds in th e call-se rv ice q ue ue w aiting on a call ag e nt. T h e log in and log out functions are config ure d th roug h e ph one -h unt commands and th roug h e ph one -te mplate commands.

T h e use of th e se commands allow s only th ose e ph one dns th at are me mbe rs of a spe cific h unt g roup to be able to log in, log out, or to be come unav ailable to th e h unt g roup so th at oth e r w ork can be comple te d.
Introduction to B-A C D in C is co U nif ie d C om m unica tions M a na g e r E x p re s s 2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d. C re a te d f or C is co L e a rning N e tw ork

19

T h e o t h e r t w o m e t h o d s a r e t o c o n f i g u r e t h e h unt-group logout H log c o m m a n d o r t h e h unt-group logout D N D c o m m a n d u n d e r t e l e p h o n y -s e r v i c e s . W h e n t h e h unt-group logout H log c o m m a n d i s c o n f i g u r e d u n d e r t e l e p h o n y -s e r v i c e s , y o u a l s o n e e d t o c r e a te a s e p a r a te e p h o n e te m p la te s o th a t th e H lo g o r D o N o t D is tu r b ( D N D ) s o ftk e y s c a n b e d is p la y e d fo r t h e c o r r e c t e p h o n e -d n .

T h e r e a r e t h r e e w a y s f o r t h e c a l l a g e n t t o l o g o u t o f t h e h u n t g r o u p . T h e f i r s t w a y i s t o c o n f i g u r e t h e auto logout c o m m a n d u n d e r t h e h u n t g r o u p c o n f i g u r a t i o n . T h i s w a s d i s c u s s e d o n t h e p r e v i o u s s l i d e .

H u n t g r o u p a g e n ts n e e d to b e a b le to lo g in a n d lo g o u t o f th e h u n t g r o u p to w h ic h th e y a r e a s s ig n e d . T h is p r o v i d e s t h e c a l l a g e n t w i t h t i m e t o c o m p l e t e p o s t -c a l l r e p o r t s a n d t o p e r f o r m o t h e r t y p e s o f n o n -h u n t g r o u p w o r k . T h i s a l s o r e d u c e s t h e t i m e a c a l l e r w i l l s p e n d i n t h e c a l l -q u e u e w a i t i n g o n a n a g e n t .

W h e n A u t o m a t i c A g e n t S t a t u s N o t -R e a d y i s s p e c i f i e d f o r a n e p h o n e h u n t g r o u p , a n d i t i s t r i g g e r e d b e c a u s e a n e p h o n e -d n m e m b e r d o e s n o t a n s w e r a s p e c i f i e d n u m b e r o f e p h o n e h u n t g r o u p c a l l s , t h e f o l l o w i n g a c tio n s ta k e p la c e : -If th a g e n e x te n b y u s e h t 's s io in g unt-group logout H L p h o n e w ill n o t r e c e iv e n n u m b e rs . A n a g e n t th e H L o g fe a tu re a c c unt-group n u s e d , th e n o t r e c e iv e tu s . A n a g e a tu re A c c e s logout H L p h o n e o n a n y c a lls n t in D N D s C o d e . og c o m m s u b s e q u e i n n o t -r e a e s s c o d e

W h e n a n a g e n t r e t u r n s t o r e a d y s t a t u s , t h e e p h o n e h u n t g r o u p r e s u m e s s e n d in g c a lls t o t h e a g e n t 's e p h o n e -d n .

-If th h a s b d n d o D N D D N D

e h e e e s s ta F e

og c o w h ic h a t a ll, m o d e

m m a n d h th e e p h o in c lu d in g c a n re tu

a n d h a s b e e n u s e d , t h e a g e n t i s p l a c e d i n n o t -r e a d y s t a t u s . T h e n t h u n t g r o u p c a lls b u t w ill r e c e iv e c a lls t h a t d ir e c t ly d ia l t h e p h o n e 's d y s ta tu s c a n r e tu r n to r e a d y s ta tu s b y p r e s s in g th e H L o g s o ftk e y o r . a s n e h u rn n o t -d n n t -g to re b e e n u s e d a p p e a r s is r o u p c a lls . a d y s ta tu s o r p la T h b y if th c e d e re p re e h unt-group in to D N D m o d la m p o n th e s s in g th e D N D logout D N D d e , in w h ic h p h o n e lig h ts s o ftk e y o r b c o th e to y u

m m a n d e p h o n e in d ic a te s in g th e

Y o u c a n u s e t h e auto logout c o m m a n d w i t h a n y n u m b e r o f e p h o n e h u n t g r o u p s , b u t a n y e p h o n e -d n t o w h i c h t h e auto logout c o m m a n d a p p l i e s m u s t b e l o n g t o o n l y o n e e p h o n e . A u t o m a t i c A g e n t S t a t u s N o t R e a d y is n o t s u p p o r te d o n s h a r e d lin e s .

N o t e : W h e n a n a g e n t w h o i s a d y n a m i c m e m b e r o f a h u n t g r o u p i s i n n o t -r e a d y s t a t u s , t h e a g e n t ' s s l o t i n th e e p h o n e h u n t g r o u p is n o t r e lin q u is h e d . It r e m a in s r e s e r v e d b y th e a g e n t u n til th e a g e n t le a v e s th e g ro u p .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

Colle cting S tatistics
A m ax im um At the start of the period for which you want to collect statistics, you m ust start statistics collection b y using the statistics collect com m and. T here are three types of statistics that can b e collected. D irect calls for the hunt g roup of one week ( 1 6 8 hours) of statistics can b e stored at a tim e.

D irect calls and q ueued calls for each ag ent in the hunt g roup T here are two ways to ob tain call statistics: U se the show ephone-hu nt Q ueued calls for the hunt g roup

T ransfer statistics to a set of files using T F T P

com m and

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

20

T h e t y p e s o f s t a t is tic s t h a t c a n b e c o lle c t e d in c lu d e :

S e v e r a l d if f e r e n t t y p e s o f s t a t is t ic s c a n h e lp y o u d e t e r m in e w s e r v i c e i s m e e t i n g y o u r c a l l -c o v e r a g e n e e d s , o r w h e t h e r s o m i s a t w o -s t e p p r o c e s s : Y o u f i r s t s t a r t t h e c o l l e c t i o n a t t h e b e g th e n y o u o b ta in th e s ta tis tic s a t th e e n d o f th e p e r io d . If n o r m p e r h a p s b e c a u s e o f T F T P s e r v e r fa ilu r e , y o u c a n w r ite o u t a p a s t s e v e n d a y s .

h e th e r e a d ju s in n in g o a l h u n t ll o f th e

y o u tm e f th g ro e p h

r c u r r e n t C is c o U n ifie d C n t is n e c e s s a r y . S t a t is tic e s t a t i s t i c s -c o l l e c t i o n p e r u p s t a t is t ic s c o lle c t io n is o n e h u n t g r o u p s t a t is t ic s

M E s c o io d , in te fo r

B -A C D lle c t io n a n d rru p te d , th e

O b t a i n i n g s t a t i s t i c s c a n b e a c c o m p l i s h e d i n t w o w a y s . F i r s t , t h e s h ow ep h one-h unt c o m m a n d c a n b e u s e d . T h e s e c o n d m e t h o d is t o t r a n s f e r a s e t o f s t a t is t ic s u s in g T F T P . T o u s e t h is m e t h o d , y o u n e e d t o d o th e fo llo w in g : 2 . E n a b le s t a t is t ic s c o lle c tio n f o r t h e d e s ir e d e p h o n e h u n t g r o u p s . 1. C r e a t e a g r o u p o f f i l e s t o w h i c h t h e s t a t i s t i c s w i l l b e s e n t .

- Q u e u e d c a lls f o r t h e h u n t g r o u p , w h ic h in c lu d e s s t a t is t ic s o n t h e t o t a l n u m b e r o f c a lls p r e s e n t e d t o t h e q u e u e , t h e a v e r a g e t im e a c a ll w a s in t h e q u e u e , a n d t h e lo n g e s t t im e a c a ll w a s in t h e q u e u e .

- D ir e c t c a lls a n d q u e u e d c a lls f o r e a c h a g e n t in t h e h u n t g r o u p , w h ic h in c lu d e s s t a t is t ic s o n a v e r a g e t im e in a c a ll ( d ir e c t c a lls ) , a v e r a g e t im e th a t a c a ll is in t h e q u e u e ( q u e u e d c a lls ) , t o t a l c a lls o n h o ld ( q u e u e d c a lls ) , a v e r a g e h o ld t im e ( q u e u e d c a lls ) , a n d lo n g e s t h o ld t im e ( q u e u e d c a lls ) .

- D ir e c t c a lls t o t h e h u n t g r o u p , w h ic h in c lu d e s s t a t is tic s o n t h e a v e r a g e t im e f o r t h e c a ll a n d t h e a v e r a g e t im e a c a ll s p e n d s o n h o ld .

3 . C o n f i g u r e t h e s t a t i s t i c s -g a t h e r i n g p a r a m e t e r s .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

Colle cting S tatistics
A m ax im um At the start of the period for which you want to collect statistics, you m ust start statistics collection b y using the statistics collect com m and. T here are three types of statistics that can b e collected. D irect calls for the hunt g roup of one week ( 1 6 8 hours) of statistics can b e stored at a tim e.

D irect calls and q ueued calls for each ag ent in the hunt g roup T here are two ways to ob tain call statistics: U se the show ephone-hu nt Q ueued calls for the hunt g roup

T ransfer statistics to a set of files using T F T P

com m and

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

21

T h e t y p e s o f s t a t is tic s t h a t c a n b e c o lle c t e d in c lu d e :

S e v e r a l d if f e r e n t t y p e s o f s t a t is t ic s c a n h e lp y o u d s e r v i c e i s m e e t i n g y o u r c a l l -c o v e r a g e n e e d s o r w h i s a t w o -s t e p p r o c e s s : Y o u f i r s t s t a r t t h e c o l l e c t i o n th e n y o u o b ta in th e s ta tis tic s a t th e e n d o f th e p e r p e r h a p s b e c a u s e o f T F T P s e r v e r fa ilu r e , y o u c a n p a s t s e v e n d a y s .

e te r m in e w e th e r s o m a t th e b e g io d . If n o r m w r ite o u t a

h e e a in n a l ll o

th e r y o u r c u rre n t C d ju s tm e n t is n e c e s in g o f t h e s t a t is t ic s h u n t g r o u p s t a t is t ic f th e e p h o n e h u n t g

is c o U n ifie d C s a r y . S t a t is t ic -c o l l e c t i o n p e s c o lle c t io n is r o u p s t a t is t ic

M E B -A C D s c o lle c t io n r io d , a n d in te r r u p te d , s fo r th e

O b t a in in g s t a t is t ic s c a n b e a c c o m p lis h e d in t w o w a y s . F ir s t, y o u m u s t e n a b le s t a t is tic s c o lle c t io n o n t h e e p h o n e -h u n t g r o u p s . T h e s h ow ep h one-h unt c o m m a n d c a n b e u s e d . T h e s e c o n d m e t h o d i s t o t r a n s f e r a s e t o f s t a t is t ic s u s in g T F T P . T o u s e t h is m e t h o d , y o u n e e d t o d o t h e f o llo w in g : 2 . E n a b le s t a t is t ic s c o lle c tio n f o r t h e d e s ir e d e p h o n e h u n t g r o u p s . 1. C r e a t e a g r o u p o f f i l e s t o w h i c h t h e s t a t i s t i c s w i l l b e s e n t .

- Q u e u e d c a lls f o r t h e h u n t g r o u p , w h ic h in c lu d e s s t a t is t ic s o n t h e t o t a l n u m b e r o f c a lls p r e s e n t e d t o t h e q u e u e , t h e a v e r a g e t im e t h a t a c a ll w a s in t h e q u e u e , a n d t h e lo n g e s t t im e t h a t a c a ll w a s in t h e q u e u e .

- D ir e c t c a lls a n d q u e u e d c a lls f o r e a c h a g e n t in t h e h u n t g r o u p , w h ic h in c lu d e s s t a t is t ic s o n a v e r a g e t im e in a c a ll ( d ir e c t c a lls ) , a v e r a g e t im e th a t a c a ll is in t h e q u e u e ( q u e u e d c a lls ) , t o t a l c a lls o n h o ld ( q u e u e d c a lls ) , a v e r a g e h o ld t im e ( q u e u e d c a lls ) , a n d lo n g e s t h o ld t im e ( q u e u e d c a lls ) .

- D ir e c t c a lls t o t h e h u n t g r o u p , w h ic h in c lu d e s s t a t is tic s o n t h e a v e r a g e t im e f o r t h e c a ll a n d t h e a v e r a g e t im e a c a ll s p e n d s o n h o ld .

3 . C o n f i g u r e t h e s t a t i s t i c s -g a t h e r i n g p a r a m e t e r s .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

B-AC D C o m p o nent s : Au t o -At t endant ( C o nt . )

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A c m e( c onf i g ) # ephone-hu nt 1 l ong est i d l e A c m e( c onf i g -ephone-hu nt ) # st a t i st i c s c ol l ec t A c m e( c onf i g -ephone-hu nt ) # ex i t

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Y o u n e e d t o c o l l e c t s t a t i s t i c s o n e p h o n e -h u n t g r o u p 1 f o r t h e l a s t 1 0 h o u rs . show ephone-hu nt 1 st a t i st i c s l a st 8 hou r s Y o u n e e d t o c o l l e c t s t a t i s t i c s o n e p h o n e -h u n t g r o u p 1 f o r t h e n e x t 2 4 h o u r s , s ta r tin g a t 8 a .m . M o n d a y a n d s to p p in g a t 8 a .m . T u e s d a y . show ephone-hu nt

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

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22

Introduction to B-A C D

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

T h e s e c o n d e x a m p l e s h o w s c o l l e c t i n g s t a t i s t i c s f o r t h e s a m e e p h o n e h u n t g r o u p f o r a 2 4 -h o u r p e r i o d , s t a r t in g a t 8 a .m . M o n d a y a n d f in is h in g a t 8 a . m . T u e s d a y . I f y o u n e e d t o g a t h e r s t a t is t ic s f o r a lo n g e r p e r io d , a d ju s t th e d a y s a n d tim e s to m e e t y o u r r e q u ir e m e n ts .

N e x t , w e n e e d t o c o l l e c t s t a t i s t i c s f r o m t h e e p h o n e -h u n t g r o u p f o r w h i c h w e j u s t e n a b l e d s t a t i s t i c s c o l l e c t i o n . W e n e e d t o c o l l e c t s t a t i s t i c s f o r t h e l a s t e i g h t h o u r s f o r e p h o n e -h u n t g r o u p 1. T h e s y n t a x s h o w s e p h o n e -h u n t , t h e n t h e i d e n t i f i e r f o r t h e s p e c i f i c h u n t g r o u p f o r w h i c h y o u w a n t t o c o l l e c t s t a t i s t i c s . N e x t , a d d t h e w o r d s t a t i s t i c s s o t h a t t h e s h ow c o m m a n d w i l l d i s p l a y s t a t i s t i c a l i n f o r m a t i o n . N e x t , s i n c e y o u w a n t t h e l a s t e i g h t h o u r s , u s e t h e l a s t h o u r s o p t i o n . R e m e m b e r t h a t y o u c a n c o l l e c t u p t o 16 8 h o u r s i f n e c e s s a r y . T h e r e i s a n o t h e r o p t i o n , a s w e l l . I t a l l o w s y o u t o c o l l e c t s t a t i s t i c s u s i n g t h e s t a r t o p t i o n , w h i c h s p e c i f i e s a t i m e o f d a y t h a t y o u w a n t t o s t a r t c o l l e c t i n g s t a t i s t i c s f r o m a n d t h e n t h e t o o p t i o n , f o l l o w e d b y t h e d a y a n d t im e y o u w a n t t o s t o p c o lle c tin g s ta t is tic s . T h is g r a n u la r it y p r o v id e s y o u w it h t h e a b ilit y t o g a t h e r s t a t is tic s m o v in g f o r w a r d a s t h e y o c c u r . T h e la s t c o m m a n d is m o r e o f a h is t o r ic a l r e c o r d o f s t a t is t ic s in t h e r e c e n t p a s t.

T h e f i r s t s t e p i s t o e n a b l e s t a t i s t i c s c o l l e c t i o n o n s p e c i f i c e p h o n e -h u n t g r o u p s . Y o u e n t e r t h e c o m m a n d ep h one-h unt f o l l o w e d b y t h e t a g a n d t h e h u n t i n g a l g o r i t h m t h a t y o u a r e u s i n g . T h e n e n t e r t h e c o m m a n d s tatis tics collect a n d e x i t f r o m t h e e p h o n e -h u n t g r o u p .

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

S u m m ar y
B-A CD is targ e te d to th e Cisco U nifie d Communications M anag e r E x pre ss e nv ironme nts. B-A CD is made up of a numbe r of compone nts:
A u t o -a t t e n d a n t , w h i c h i n c l u d e s a p i l o t n u m b e r , a n e e d f o r d i a l p e e r s , T c l s c r ip ts a n d a u d io p r o m p ts , a n d s u p p o r ts m e n u a n d d r o p -t r o u g h m o d e s o f o p e r a t i o n A s i n g l e c a l l -q u e u i n g m e c h a n i s m H u n t g r o u p s f o r a l l o f t h e a u t o -a t t e n d a n t s

D i f f e r e n t m e t h o d s o f a g e n t l o g i n a n d l o g o u t S t a t i s t i c s c o l l e c t i o n

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

23

W e d if f e W e C o m

N e x t , w e d i s c u s s e d B -A C D i n C i s c o U n i f i e d C o m m u n i c a t i o n M a n a g e r E x p r e s s . W e i n c l u d e d t h e c o m p o n e n t s t h a t m a k e u p B -A C D , w h i c h in c lu d e : - P i l o t n u m be r s -D ia l p e e r s

s ta rte d re n c e s th e n re m u n ic

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d u le w it h a d is c u s s io n o f th e C is c o U n if ie d C o n t a c t C e n t e r E x p r e s s . m p l e o f B -A C D i n C i s c o U n i f i e d s s .

- T c l s c r ip t s a n d a u d io p r o m p t s ( W e d is c u s s e d h o w t o c u s t o m iz e t h e a u d io p r o m p t s t o m e e t d if f e r e n t r e q u ir e m e n t s .) - M e n u o p t i o n s a n d d r o p -t h r o u g h o p e r a t i o n a l m o d e s - C a ll q u e u in g a n d h o w t h e c a ll q u e u e s y s t e m - H u n t g r o u p o p e r a t io n a n d c o n f ig u r a t io n - A g e n t lo g in a n d lo g o u t o p t io n s - S t a t is t ic s c o lle c t io n a n d c o n f ig u r a t io n o p e ra te s

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r

Introduction to B-A C D

in C is co U nif ie d C om m unica tions M a na g e r E x p re s s

2 0 0 9 C is co S y s te m s , Inc. A l l rig h ts re s e rv e d.

C re a te d f or C is co L e a rning N e tw ork

24

2 0 0 6 , C is c o S y s t e m s , I n c . A ll r ig h t s r e s e r v e d . P r e s e n ta tio n _ ID .s c r