© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Configuring Additional Cisco CallManager Express Features Understanding Call Center Features

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Ephone Hunt Groups Hunt groups have a pilot number. A hunt group is composed of a list of ephone-dns. Selection behavior of the ephone-dn can be set to either sequential, peer, or longest idle. Hunt groups should have a default behavior at the end of the hunt group, such as going to voice mail or another hunt group.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v ephone-hunt hunt-tag {sequential | peer | longest idle} CMERouter(config)# Enters ephone-hunt configuration mode and defines the ephone hunt group pilot number [secondary number] CMERouter(config-ephone-hunt)# Defines the pilot number, which is the number that is dialed to reach the hunt group list dn-number,dn-number[,dn-number...] CMERouter(config-ephone-hunt)# Defines the list of directory numbers that are associated with the hunt group (range is two to ten numbers) Configuring Ephone Hunt Groups

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v final final-number CMERouter(config-ephone-hunt)# Defines the last number to which a call to an ephone hunt group may be directed timeout seconds CMERouter(config-ephone-hunt)# Sets the number of seconds after which an unanswered call is sent to the next selection in the hunt group Configuring Ephone Hunt Groups (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v preference preference-number [secondary secondary-order] CMERouter(config-ephone-hunt)# Defines the preference order for the ephone that is associated with the ephone hunt group (range is zero to eight) no-reg [both | pilot] CMERouter(config-ephone-hunt)# Specifies that the pilot number for the hunt group will not register to the H.323 gatekeeper or SIP proxy server Configuring Ephone Hunt Groups (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v telephony-service CMERouter(config)# Enters telephony-service mode max-redirect number CMERouter(config-telephony-service)# Sets the number of times that a call can be redirected within the Cisco CallManager Express system Configuring Ephone Hunt Groups (Cont.) hops number CMERouter(config-ephone-hunt)# Sets the number of hops before a call proceeds to the final number

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Example: Sequential Ephone Hunt Group First choice if busy or no answer: go to next Second choice if busy or no answer: go to next Third choice if busy or no answer: go to next Fourth choice if busy or no answer: go to destination defined by final command Top Down Selection Final The Phone dials 1400, the pilot number of ephone hunt group 1.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Sequential Ephone Hunt Group Configuration ephone-hunt 1 sequential pilot 1400 list 1007,1005,1002,1003 final 1500 timeout 6 ! telephony-service max-redirect 10

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Example: Peer Ephone Hunt Group The call will go to extension number 1001 since the last went to extension number The previous call went to extension number Round Robin Selection Final If hops setting is exceeded. The Phone dials 1401, the pilot number of ephone hunt group 2.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Peer Ephone Hunt Group Configuration ephone-hunt 2 peer pilot 1401 list 1002,1001,1000,1003 final 1500 timeout 6 hops 4 ! telephony-service max-redirect 10

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Example: Longest Idle Ephone Hunt Group The Phone dials 1402, the pilot number of ephone hunt group is active has been idle for 1:30 minutes has been idle for 4:46 minutes has been idle for 39 seconds. The next call will go to extension 1002 because it has the longest idle time. The second call will go to extension 1001 and the third will go to st 2nd 3rd

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Longest Idle Ephone Hunt Group Configuration ephone-hunt 3 longest idle pilot 1402 list 1000,1001,1002,1003 final 1500 timeout 6 hops 4 ! telephony-service max-redirect 10

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Using DND for Hunt Group Login and Logout Use the DND softkey button to toggle the ephone-dn between available and unavailable for any ephone hunt groups to which it belongs. Idle Alerting

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v no dnd feature ring CMERouter(config-ephone)# Allows ephone-dns with the feature ring set to sound even when DND turned on dnd feature ring Command ephone-phone 3 button 1:10 button 2f11 no dnd feature ring

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Automatic Logout of a Hunt Group Member If a call is unanswered for the timeout value of the ephone hunt group, the ephone-dn is put into the DND state. Automatic logout is the same as if the Phone user had pressed the DND softkey button. Automatic logout must be enabled on the ephone hunt group. There are no shared line appearances. Automatic logout is supported on Cisco IP Phones 7905G, 7912G, 7940G, 7960G, and 7970G.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v auto logout CMERouter(config-ephone-hunt)# Allows an ephone-dn to be logged out of the hunt group by the system when it does not answer a hunt group call Configuring Automatic Logout of a Hunt Group Member ephone-hunt 3 longest idle pilot 1402 list 1000,1001,1002,1003 final 1500 timeout 6 hops 4 auto logout

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v B-ACD Service Provides automated attendant and call queuing functions if no agent is available Has tools for collecting and obtaining call statistics Requires two scripts, one for the automated attendant function and the other the call queuing function Uses Cisco Systems TCL scripts

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Configuring B-ACD Service Configure the B-ACD automated attendant function Configure the B-ACD call queuing function Configure the dial peer to use the B-ACD service Customize the audio files Configure the system to collect and report B-ACD statistics

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v call application voice application-name flash:tcl-filename CMERouter(config)# Defines the name of the application as well as the location of the TCL script call application voice application-name language digit language-code CMERouter(config)# Specifies the language for the dynamic prompts that are used by the automated attendant functions Configuring the B-ACD Automated Attendant TCL Script call application voice application-name set-location language-code category location Defines the category and location of audio files used

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v call application voice application-name aa-pilot pilot- number CMERouter(config)# Assigns a pilot number to the B-ACD service call application voice application-name number-of-hunt- groups number CMERouter(config)# Declares the maximum number of ephone hunt group menus that are supported by the B-ACD service Configuring the B-ACD Automated Attendant TCL Script (Cont.) call application voice application-name service-name call- queue-script-name Associates the B-ACD automated attendant script with the B-ACD call queuing script

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v call application voice application-name second-greeting- time seconds CMERouter(config)# Sets the time a call sits in a queue before the second greeting is played call application voice application-name dial-by-extension- option number CMERouter(config)# Enables direct extension access and sets the option number call application voice application-name call-retry-timer seconds CMERouter(config)# Sets the amount of time in queue before a call can be transferred to an ephone hunt group or voice mail Configuring the B-ACD Automated Attendant TCL Script (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v call application voice application-name max-time-call- retry seconds CMERouter(config)# Assigns the maximum period of time a call can stay in a queue call application voice application-name voic number CMERouter(config)# Assigns a pilot number to the B-ACD voice mail call application voice application-name max-time-vm-retry number CMERouter(config)# Sets the number of times that calls can attempt to reach voice mail Configuring the B-ACD Automated Attendant TCL Script (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Example: B-ACD Automated Attendant TCL Script Configuring B-ACD automated attendant TCL script and naming the application AutoAtt call application voice AutoAtt flash:app-b-acd-aa tcl call application voice AutoAtt aa-pilot call application voice AutoAtt call-retry-timer 15 call application voice AutoAtt second-greeting-time 60 call application voice AutoAtt max-time-call-retry 600 call application voice AutoAtt max-time-vm-retry 2 call application voice AutoAtt service-name queue call application voice AutoAtt dial-by-extension-option 5 call application voice AutoAtt voic 1999 call application voice AutoAtt number-of-hunt-grps 2 call application voice AutoAtt language 1 en call application voice AutoAtt set-location en 0 flash:

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v call application voice application-name aa-name aa-script- name CMERouter(config)# Associates call queuing with automated attendant call application voice application-name number-of-hunt- groups number CMERouter(config)# Sets the maximum number of hunt groups that the call queuing function will manage call application voice application-name aa-huntmenunumber pilot-number CMERouter(config)# Sets the menu number and associates it with the pilot number of an ephone hunt group Configuring the B-ACD Call Queuing TCL Script

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v call application voice application-name queue-len number CMERouter(config)# Sets the maximum number of calls allowed in the queue of each ephone hunt group call application voice application-name queue-manager- debugs [0 | 1] CMERouter(config)# Enables or disables the collection of call queuing debug information Configuring the B-ACD Call Queuing TCL Script (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Example: B-ACD Call Queuing TCL Script Configuring B-ACD call queuing TCL script for an application named Queuing call application voice Queuing flash:app-b-acd tcl call application voice Queuing queue-len 10 call application voice Queuing aa-hunt call application voice Queuing aa-hunt call application voice Queuing number-of-hunt-grps 2 call application voice Queuing aa-name aa call application voice Queuing queue-manager-debugs 1

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v application application-name CMERouter(config-dial-peer)# Assigns the automated attendant application to the dial peer Configuring the Dial Peer for the B-ACD Service dial-peer voice 17 pots application AutoAtt incoming called-number port 1/0:23 ! dial-peer voice 18 voip application AutoAtt destination-pattern session target ipv4: incoming called-number dtmf-relay h245-alphanumeric codec g711ulaw no vad

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Customizing B-ACD Audio Files Customized audio files can be used instead of the default prompts There are seven audio files. File names cannot be changed. All prompts must be in G.711 with 8-bit, mu-law, and 8kHz encoding. Save in.au file format using a tool such as Adobe Audition. Upload to flash of Cisco CallManager Express router.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Example: Typical Call to B-ACD Service Pilot Number PSTN 1. The B-ACD automated attendant service answers the outside call to the pilot number. 2. The automated attendant plays the en_bacd_welcome.au file, then the en_bacd_options_menu.au file, which informs callers of their options. 3. The caller selects the option for the sales department. 4. The sales department option points to ephone hunt group If there are available hunt group members, the call is sent to the hunt group pilot number. 6. If no hunt group members are available (they are all on calls or in the DND state), the B-ACD call queuing service activates. 7. The en_bacd_allagentsbusy.au file plays followed by the en_bacd_music_on_hold.au file. 8. The call is placed in a queue until a hunt group member becomes available.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Monitoring and Reporting on the B-ADC Service Enable collection of statistics. Use show commands to view the collected statistics. Collected statistics can be stored on a TFTP server.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v statistics collect CMERouter(config-hunt-group)# Enables the collection of B-ACD statistics for this ephone hunt group Configuring Monitoring and Reporting on the B-ACD Service ephone hunt-group 1 statistics collect

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v show ephone-hunt [tag] [summary] [tag statistics last hours hours] [tag [statistics start day hours] CMERouter# CMERouter#show ephone-hunt 1 statistics last 2 hours Wed 20: :00 Max Agents:2 Min Agents:2 Total Calls:5 Abandoned Calls:2 Average Time to Answer (secs):3 Longest Time to Answer (secs):6 Average Time in Call (secs):1 Longest Time in Call (secs):1 Average Time before Abandon (secs):11 Per agent statistics: Agent: Displays ephone hunt group configuration, current status, and statistics information Configuring Monitoring and Reporting on the B-ACD Service (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v hunt-group report url [prefix tftp://url-address/ directory-name.../ prefix | suffix from-number to to- number] CMERouter(config-telephony-service)# Sets filename parameters and URL path hunt-group report every number hours CMERouter(config-telephony-service)# Sets the hourly interval at which the B-ACD call statistics are collected for the report hunt-group report delay number hours CMERouter(config-telephony-service)# Delays the report time Configuring Monitoring and Reporting on the B-ACD Service (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Example: Configuring Monitoring and Reporting on the B-ACD Service hunt-group report url prefix ftp:// /dirname1/data hunt-group report url suffix 0 to 200 hunt-group report every 3 hours hunt-group report delay 1 hours Statistics collection begins at 18:20. At 19:00, statistics have been collected for 40 minutes; no statistics have been sent because it is less than the configured 3 hours. At 20:00, statistics have been collected for 1:40 hours; no statistics have been sent because it is less than the configured 3 hours. At 21:00, statistics have been collected for 2:40 hours; no statistics have been sent because it is less than the configured 3 hours. At 22:00, statistics have been collected for 3:40 hours; however, because of the delay command, the statistics will not be written to a file until 23:00.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Summary Ephone hunt groups contain members. The hunt group member can be selected based upon a sequential, peer, or longest idle criteria. Members can log in to or log out of a hunt group by using the DND softkey button. If a member of a hunt group does not answer the call, the Cisco CallManager Express system can be configured to log out the member automatically. The B-ACD service is composed of automated attendant and call queuing functions. The B-ACD service can be customized to fit the needs of the deployment. Statistics concerning B-ACD service calls can be gathered and written to a file on a TFTP server.