Calls to be in Queue on Operator phone till she picks up the call

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    This document was generated from CDN thread

    Created by: Hariharan S on 17-12-2012 12:11:03 PM
    Hi Experts,
    I need to have a small setup as, incoming calls while comes in should ring the Operator phone if she is not on a call but if operator is Busy, it needs to play a specific file and once operator done with the call, Script needs to present this call to the operator.
    I am a begineer and i used sample scripts couple of times for the requirements earlier..so which tcl script do i need to use it here..please advice me..
    Thanks in advance for your kindful support and assistance
     
    With Regards,
    Hariharan.S
     
     

    Subject: RE: Calls to be in Queue on Operator phone till she picks up the call
    Replied by: Yaw-Ming Chen on 17-12-2012 12:27:29 PM
    There is no script exactly match your need. Cisco BACD script is closer to your need.
    BACD script
    http://software.cisco.com/download/navigator.html?i=rt
    BACD guide
    http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/bacd/configuration/guide/40bacd.html

    Subject: Re: New Message from Yaw-Ming Chen in Voice Gateway API (VGAPI) - TCL-API:
    Replied by: Hariharan S on 18-12-2012 01:38:39 AM
    Hi Experts,

    So to get this setup do i need to use
    Cisco Unified CME B-ACD with Drop-Through Option: Example
    As per the document it says "The following example sets parameters for an
    AA service called aa and a call-queue service called callq. The direct-dial
    number to reach the AA service is 800 555-0100. Callers to this number drop
    through to the ephone hunt group that has a pilot number of 5071 after
    hearing the initial prompt from the file en_dt_prompt.au."

    So here anyway i can dorectly send the call to the hunt group and if phone
    is busy i can take the call in Queue ?

    Pelase advice

    With Regards,
    Hari.S

    On Mon, Dec 17, 2012 at 1:27 PM, Cisco Developer Community Forums <
    cdicuser@developer.cisco.com> wrote:

    > Yaw-Ming Chen has created a new message in the forum "TCL-API":
    > -------------------------------------------------------------- There is no
    > script exactly match your need. Cisco BACD script is closer to your need.
    > BACD script
    > http://software.cisco.com/download/navigator.html?i=rt
    > BACD guide
    >
    > http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/bacd/configuration/guide/40bacd.html
    > --
    > To respond to this post, please click the following link: **or simply
    > reply to this email.

    Subject: RE: Calls to be in Queue on Operator phone till she picks up the call
    Replied by: Raghavendra Gutty Veeranagappa on 18-12-2012 02:58:03 AM
    Hi Hari,

    yes you can use this script, When an AA is configured for drop-through mode, the AA sends incoming calls directly to a call queue without providing menu choices to callers. Once in the queue, a caller hears ringback if an agent is available or music on hold (MOH) if all agents are busy. If a prompt for drop-through mode is configured, the caller hears the prompt before being sent to the queue as described. The drop-through prompt is simply a greeting to callers; it might say "Thank you for calling XYZ, Inc. An agent will be with you shortly."

     
    Thanks,
    Raghavendra

    Subject: Re: New Message from Raghavendra Gutty Veeranagappa in Voice Gateway API (V
    Replied by: Hariharan S on 18-12-2012 03:07:39 AM
    Thank you sir,

    Yes as per requirment they dont need a prompt before putting callers in
    queue and while they are in Queue they need to play a file basically. SO
    while i put them on Queue will it play en_bacd_music_on_hold.au or
    en_bacd_allagentsbusy.au please advice..

    So TCL Script can monitor the Offhook/Onhook status of a Call Manager phone
    then am i correct ..Please advice on this sir..

    With Regards,
    Hari.S

    On Tue, Dec 18, 2012 at 3:58 AM, Cisco Developer Community Forums <
    cdicuser@developer.cisco.com> wrote:

    > Raghavendra Gutty Veeranagappa has created a new message in the forum
    > "TCL-API": --------------------------------------------------------------
    > Hi Hari,
    >
    > yes you can use this script, When an AA is configured for drop-through
    > mode, the AA sends incoming calls directly to a call queue without
    > providing menu choices to callers. Once in the queue, a caller hears
    > ringback if an agent is available or music on hold (MOH) if all agents are
    > busy. If a prompt for drop-through mode is configured, the caller hears the
    > prompt before being sent to the queue as described. The drop-through prompt
    > is simply a greeting to callers; it might say "Thank you for calling XYZ,
    > Inc. An agent will be with you shortly."
    >
    >
    > Thanks,
    > Raghavendra
    > --
    > To respond to this post, please click the following link: **or simply
    > reply to this email.