[cisco-voip] CallManager and Queuing

[Matthew Saskin]

Use B-ACD on a router set up as an H.323 gateway.  You should be able to 
distribute the calls back across to CM by proper setup of dial peers.  I 
don't believe that the phone the B-ACD script sends a call to has to be 
a local ephone...does it?

-matt

Ed Leatherman wrote:
> Not sure what your reason for excluding AC is so this might not be 
> relevant. I believe the third party ARC Console also does some call 
> queuing, and cisco's selling a small business console program that looks 
> based on the ARC Console product as well. Haven't used either one, just 
> pointing them out.
> 
> On Tue, Aug 5, 2008 at 6:24 AM, Tim Smith <thsglobal at gmail.com 
> <mailto:thsglobal at gmail.com>> wrote:
> 
>     Hi Philip...
>      
>     Sorry that was an option I'd meant to exclude as well...
>      
>     I understand the queuing is also only available on broadcast
>     distribution... (which is probably livable)
>     But I dont think this is available in v4.2
>      
>     Cheers,
>      
>     Tim
> 
>      
>     On 8/5/08, *Philip Walenta* <pwalenta at wi.rr.com
>     <mailto:pwalenta at wi.rr.com>> wrote:
> 
>         Tim,
>          
>         You could alternately use the queuing function of Attendant Console.
>          
>         Only drawback - you need to load software on the PC's.
> 
>         ------------------------------------------------------------------------
>         *From:* cisco-voip-bounces at puck.nether.net
>         <mailto:cisco-voip-bounces at puck.nether.net>
>         [mailto:cisco-voip-bounces at puck.nether.net
>         <mailto:cisco-voip-bounces at puck.nether.net>] *On Behalf Of *Tim
>         Smith
>         *Sent:* Tuesday, August 05, 2008 3:18 AM
>         *To:* cisco voip
>         *Subject:* [cisco-voip] CallManager and Queuing
> 
>          
>         Hi Guys,
>          
>         I have a small branch office. We are replacing their Nortel
>         system with CallManager 4.2.
>         Eventually they will probably get a Genesys contact center solution.
>          
>         We also have Unity Connection. I can think of a few tricks, but
>         I dont really want to go down that path.
>          
>         But in the interim...
>         There is a bit of a shortfall with the ACD setup they have
>         currently.
>         The call distribution part is fine, we can do with Hunt group,
>         least idle and the Hlog key.
>         But, they also have a queuing function, if everyone is busy.
>          
>         I dont have the option to install IPCC express co-resident or
>         standalone.
>          
>         I know there is the B-ACD script with CME.
>         I'm wondering if some sort of TCL script could be used.
>          
>         Functionality should be fairly basic.
>         Call would go to the hunt group in CallManager.. on busy / no
>         answer it would go to the TCL script.
>         Perform some sort of queuing treatment.
>         Then try and transfer back out.
>          
>         The problem I can see is how will the TCL script know the status
>         of the phones / hunt group.
>          
>         Any ideas if this would be possible? or any other creative
>         solutions?
>          
>         Cheers,
>          
>         Tim.
>          
>          
> 
> 
> 
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> 
> 
> 
> -- 
> Ed Leatherman
> Assistant Director, Voice Services
> West Virginia University
> Telecommunications and Network Operations
> 
> 
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