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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
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
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
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
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
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
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tio n w a u to m n d lo c tio n s rg e r C
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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
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 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
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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
B usy
B usy
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
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
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
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
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
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
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
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
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
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
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
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
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 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
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
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
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 .
C re a te d f or C is co L e a rning N e tw ork
12
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
- 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 .
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
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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
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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
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
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
0 to b e p le , e h u n t e
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
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
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
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
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
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
d C M e , th e b le t o b e a s in e s th e lin
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
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
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
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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 .
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
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
V oicemail B ox
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.
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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 .
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
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.
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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
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
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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 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
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
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
com m and
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
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 :
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
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
- 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 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
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
com m and
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
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 :
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
- 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 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
S t a r t b y e n a b l i n g s t a t i s t i c s c o l l e c t i o n o n t h e e p h o n e -h u n t g r o u p s .
command
st a t i st i c s st a r t
m on 8
t o t u es 8
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 .
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
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
th is be t w v ie w a t io n
q u ic k e e n e d a s M a
le a B -A c a ll n a g
r n in C D f lo w e r E
g m o a n d e x a x p re
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
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