ACD from start to finish

What it is for

This chapter takes you through all stages of a call distribution in the right order: from the CTI connection through the pilot number and the call flow to the test call. Each step refers to the chapter with the details.

Technically, the following chain is created: The caller dials the pilot number. CUCM delivers the call to the CTI route point. EasyUC selects a free CTI port of the Call Control Group through JTAPI, answers the call there, plays the announcements using local speech synthesis and evaluates keys and times. At the Queue block, the flow hands the caller over to a queue, from which a person answers the call.

Prerequisites

• Licence with the modules cucm and acd (chapter "Request, install and check the licence").
• An administrative user with ROLE_APP_ADMIN, or with ROLE_APP_ACD_WORKSPACE and the area permissions for scripts, Call Control Groups, agents, attendant console and reports, each with _EDIT.
• A configured CUCM connection (chapter "Set up the CUCM connection") with Cisco AXL Web Service and Cisco CTIManager running.
• A location with a number range in which the pilot number and a block for the CTI ports are free.
• Network clearance for RTP between the phones and the EasyUC server, and G.711 in the region of the CTI ports.

Step by step: 1. CTI connection and ports

1. Open Calling Features → Calls → Call Control Groups.
2. Create the CTI Application User with Create in CUCM until the status shows in CUCM, roles and devices complete.
3. Create a Call Control Group with New group. Plan one port for each call that waits or is held at the same time, plus a few spare ports for transfers and test calls.
4. Check that both counters in the Status column show the full number of ports. Details: chapter "Call Control Groups and CTI ports".

Step by step: 2. Pilot number and script

1. Open Calling Features → Calls → Calling Features and click Create IVR.
2. Enter the Name, select the pilot number through Number plan, enter the greeting text and select Language and Voice.
3. Select the Call Control Group and click Save.
4. Check in the list that registered is shown after the number.
5. Call the number. You hear the greeting text. Details: chapters "Create a script with a number" and "Announcements and voices".

Step by step: 3. People, skills and teams

1. Open Calling Features → Calls → Agents.
2. Create the skills on the Skills tab.
3. Import the people with Take over from CUCM or create them with New agent. Enter the Number that is to ring.
4. Form a team on the Teams tab and name at least one supervisor. Details: chapter "Agents, skills and teams".
5. Create a phonebook under Phonebook and assign it to the team (chapter "Phonebooks for agents and the attendant console").

Step by step: 4. Queue for answering

1. Open Calling Features → Calls → Attendant Console and click New console.
2. In step 1, select the script you just created under Script (number) at the queue.
3. In step 2, add the agents with Add an existing agent and assign a device to each of them.
4. Complete the wizard. Details and all further steps: chapter "Attendant console from start to finish".

Step by step: 5. Call flow with announcement, menu, times and overflow

1. Open the Call flow of the script.
2. Build: Connect Call, then Weekday and Time of day for the opening hours.
3. Attach a Play AI Text for the greeting and a Menu (DTMF) for the selection to the output for the opening hours.
4. Connect the menu outputs that are to lead to people with a Queue block without agent numbers.
5. Connect all outputs outside the opening hours with a Play AI Text and Hang up.
6. Click Save flow. Details and the state of the executed blocks: chapter "Call flow: all blocks".
7. Set the overflow at the queue: tab Texts & overflow of the console, Max. waiting time (s), Max. callers waiting and the Overflow action (chapter "Queues, announcements and overflow").

Step by step: 6. Test and operation

1. Open the Checklist tab in the console and work through the red and yellow items. The item Script routes callers into the queue must be green.
2. Log a person in at https://<server>/admin/attendant and set them to Ready.
3. Call the pilot number. Check the greeting, the menu, the waiting announcement and the answering.
4. Repeat the call outside the opening hours, without a menu entry and without a logged-in person.
5. Watch the calls in the editor with Show active calls and under Active Calls.
6. Check the entries under Call Reports.
7. Switch on recording if required (chapter "Call recordings").

Fields and options

Check the result and narrow down errors

• Success: A call to the pilot number is answered, the announcement plays, the menu key leads into the queue, and the logged-in person sees the call with its waiting time and answers it.
• Busy or no ringback tone: route point not registered, partition not reachable or no free CTI port.
• Announcement, but then the call is hung up: The flow does not reach a connected Queue block, the script is not assigned to a queue, or the flow ends at a block that the runtime does not execute.
• The caller waits, but nobody sees the call: No person is logged in and ready, or the operating mode is set to night.
• No audio: RTP between the phone and the EasyUC server is blocked or the codec does not match.
• The media runtime of version 4.8.7 does not execute distribution through the Agent (Skill) block to the agent workplace. Answering by people runs through the queue of the attendant console.