CME Basic Automatic Call Distribution and Auto-Attendant Service (B-ACD)

Basic Automatic Call Distribution (B-ACD) in Cisco Unified CME

What is B-ACD?

Basic Automatic Call Distribution (B-ACD) is a feature within Cisco Unified CME that provides fundamental call handling and queuing services. When an incoming call is received, CME routes the call to an Interactive Voice Response (IVR) system. The caller can choose from various options like “Press 1 for Sales”, “Press 2 for Advertisement”, and “Press 3 for Operator.” Based on the caller’s choice, the call is routed to the appropriate department. If agents are unavailable, the call is placed in a queue until an agent is free or sent to voicemail.

How to Configure B-ACD in Cisco CME:

This guide assumes that you have already set up Cisco Unified CME with basic telephony functionality and have registered phones. The following scenario demonstrates how calls are routed based on DTMF input:

• Phone A (1000), Phone B (1001), Phone C (1002)
• Option 1 (Sales): Routed to 1000, 1001 (Agents)
• Option 2 (Advertisement): Routed to 1001, 1002 (Agents)

Pre-Requisites

• Ensure that the TCL file and audio files are downloaded in your system. If not, try to search it in Cisco Website “cme-b-acd-3.0.0.2.zip” and download the file.
• Upload the files which is inside the .zip to the router’s Flash:
• Once the files are uploaded, now you need to begin with the configuration.

Configuration Steps:

1. • Configure Application and Parameters:

application
  service queue flash:app-b-acd-3.0.0.2.tcl
  param queue-len 15
  param aa-hunt1 7000
  param number-of-hunt-grps 2
  param aa-hunt2 7050
  param queue-manager-debugs 1
!
service aa flash:app-b-acd-aa-3.0.0.2.tcl
  paramspace english index 1
  param number-of-hunt-grps 2
  param handoff-string aa
  param dial-by-extension-option 3
  paramspace english language en
  param max-time-vm-retry 2
  param aa-pilot 5000
  paramspace english location flash:
  param second-greeting-time 60
  param welcome-prompt bacd_welcome.au
  param call-retry-timer 15
  param max-time-call-retry 600
  param voice-mail 4005
  param service-name queue

• Configure Dial Peers:

dial-peer voice 301 voip
  service aa
  incoming called-number 5000
  dtmf-relay h245-alphanumeric
  codec g711ulaw
  no vad
!
dial-peer voice 300 voip
  destination-pattern 5000
  session target ipv4:10.1.1.50
  dtmf-relay h245-alphanumeric
  codec g711ulaw
  no vad

• Configure Hunt Groups:

ephone-hunt 1 sequential
  pilot 7000
  list 1000, 1001
  timeout 10
!
ephone-hunt 2 sequential
  pilot 7050
  list 1001, 1002
  timeout 10

• Reload the Service: Reload the application in enable mode (not config mode) using the following command:

call application voice load <word>

Testing the Configuration:

Once configured, dial 5000 from any of the phones. You will hear an IVR menu with the following options:

• Press 1 for Sales (routes to Phone A or B)
• Press 2 for Advertisement (routes to Phone B or C)

Based on the input, the call will be routed to the appropriate hunt list.

Avinash Karnani

I am working in an IT company and having 10+ years of experience into Cisco IP Telephony and Contact Center. I have worked on products like CUCM, CUC, UCCX, CME/CUE, IM&P, Voice Gateways, VG224, Gatekeepers, Attendant Console, Expressway, Mediasense, Asterisk, Microsoft Teams, Zoom etc. I am not an expert but i keep exploring whenever and wherever i can and share whatever i know. You can visit my LinkedIn profile by clicking on the icon below.

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