[cisco-voip] CallManager and Queuing

[Tim Smith]

Yep that was the one I was thinking.. I think we can transfer off to an
external number..
It's just I think the main basis of the ACD part in the script is based on
the fact that it controls the phone, and knows the status.

Wondering if anyone has done it before with CCM.

I will have to do some messing around with it in the lab...

Cheers,

Tim.

On 8/5/08, Matthew Saskin <matt at saskin.net> wrote:
>
> 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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>>
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