Display transferred party caller ID on BACD call queue

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    This document was generated from CDN thread

    Created by: BARRY ZENG on 09-12-2009 10:27:30 PM
    Dear TCL support,
     
    I have a UC520 24 user with BACD setup for a small call center that answers phone calls for like 10 different companies.  My AA has setup a prompt to prompt the caller to dial the company by their extensions.  I've setup ephone-dn for each company name with their corresponding extensions and forwardAll to the BACD call pilot number.  When a phone call comes in to the queue, the phones belong to the queue will see on the phone how many calls are on the queue, but the customer will also like to be able to tell what company the caller has dialed to get to the queue.  Is it possible to configure the TCL script to post the ephone-dn name (or label) when a call is routed into to the queue?  Here is the routing scenario, call from PSTN is routed to a AA, then AA prompts for company name, call is then routed to ephone-dn extension, ephone-dn forwards the call to BACD pilot, and call is in queue.  Please advise how to configure the TCL script so that when the call gets into the queue, the system will display the ephone-dn name.
     
    I tested this on a regular huntgroup environment and it works, but not in a BACD environment (although BACD uses huntgroup also).  I think the information is override by the number of calls on queue instead, which is also very useful information that we will like to retain if possible.
     
    Attached please see my configuration file.
     
    Thank you very much.

    Subject: RE: Display transferred party caller ID on BACD call queue
    Replied by: Yawming Chen on 09-12-2009 11:58:11 PM
    You like to display calling or called ?
    You should get the caller ID too if it is presented to CME. There is nothing in BACD to configure that.
    What do you mean my AA, is it BACD AA script  or ...?
     
    What is the result of:
    Call from PSTN is routed to a AA, then AA prompts for company name, call is then routed to ephone-dn extension, ephone-dn forwards the call to "HUNTGROUP" ?

    Can you please detail the call flow, says call from PSTN to ... to BACD application...etc.
     
    Also Cisco TAC can help you configure your BACD application too as long as it is original Cisco offcial script.
     
    By the way you don't need these in service aaservice0, it's for queuing script only
     
    param aa-hunt1 A7000
    param queue-len 30
    param queue-cme-debugs 1
     
     
    Thanks,
     
    Yawming

    Subject: RE: Display transferred party caller ID on BACD call queue
    Replied by: BARRY ZENG on 10-12-2009 02:45:35 PM
    Hi Yawming,
     
    Here is the call flow, call from PSTN --> AutoAttendant ---> Extension (ephone-dn setup to forwardAll) ----> BACD application.  I would like to display the called extension's caller-id when the call hit the BACD pilot.  I opened a case with cisco TAC, but they told me this requires to modify the TCL script which they don't support, and recommend me to this site for help.  It is the original BACD script.
     
    The AA was created independently from BACD, BACD was only setup to queue calls.
     
    Like I mentioned in the previous post, when I test this on a regular huntgroup (not the BACD huntgroup), it was able to display the called DN's caller-id when it forwarded the call to the huntgroup (only works when the directory name is configured under telephony-service).  But when I test this on the BACD huntgroup, instead it displays the number of calls in the queue (eg: 1 calls in queue).  Is there anyway to configure it so that it can display both information?

    Subject: RE: Display transferred party caller ID on BACD call queue
    Replied by: Yawming Chen on 10-12-2009 04:04:27 PM
    Got it.
    Is "1 calls in queue" at the same position of where "called name" displayed when calling hunt-group ?
    If it is, maybe you are right, is override.

    Both of them are controlled by IOS, Tcl script doesn't do that so it not possible to do that by modified BACD script. Maybe AXML can do that since it can control where you like to display at screen, but sorry I am not familiar with AXML.

    Thanks,

    Yawming

    Subject: RE: Display transferred party caller ID on BACD call queue
    Replied by: BARRY ZENG on 10-12-2009 04:43:55 PM
    Hi,
     
    Yes, it is displayed at the same position, and override just my guess. So do you know how do I get some support for the AXML?  Is it something the TAC will support or another developer network?

    Subject: RE: Display transferred party caller ID on BACD call queue
    Replied by: Yawming Chen on 10-12-2009 05:42:45 PM
    The problem is AXML mostly work with the Call Manager, I doubt it can apply on your application.
     
    There is a forum for AXML as well in Tech Centers
     
    http://developer/web/axl/home
     
    Thanks,
     
    Yawming

    Subject: RE: Display transferred party caller ID on BACD call queue
    Replied by: BARRY ZENG on 14-12-2009 03:54:14 PM
    OK, thanks a lot. Yawming.