Cisco CME Basic Automatic Call Distribution And Cisco Unity Express .

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Cisco CME Basic Automatic Call Distribution andCisco Unity Express Auto Attendant InteroperationConfiguration ExampleDocument ID: Components UsedRelated ProductsConventionsBackground InformationConfigureNetwork DiagramConfigurationsGeneral Implementation Configuration NotesScenario 1 Using Cisco CME Basic ACD with Cisco Unity Express Voice MailCall FlowScenario 1 Configuration NotesConfigure Cisco CME for Scenario 1Configure Cisco Unity Express for Scenario 1Scenario 2 Use Cisco Unity Express AA as the First Tier Menu and Basic ACD as the Second TierMenuScenario 2 Call FlowScenario 2 Configuration NotesConfigure Cisco CME for Scenario 2Configure Cisco Unity Express for Scenario 2Scenario 2 Configuration Variation 1 Individual GDMs per Hunt GroupScenario 2 Configuration Variation 2 Individual GDMs per ACD GroupScenario 2 Configuration Variation 3 Use the Drop Through CD FunctionalityScenario 3 Use Basic ACD as the First Tier Menu and Cisco Unity Express AA as the Second TierMenuScenario 3 Call FlowScenario 3 Configuration NotesConfigure Cisco CME for Scenario 3Configure Cisco Unity Express for Scenario 3VerifyTroubleshootBACD Prompt for Single Auto Attendants not PlayingRelated InformationIntroductionThis document provides configuration examples for using the Cisco CallManager Express (CME) basicautomatic call distribution (ACD) and Cisco Unity Express Auto Attendant (AA) features.

PrerequisitesRequirementsGeneral familiarity with Cisco CME and Cisco Unity Express configurations is required. This documentfocuses specifically on the Cisco CME Basic ACD and Cisco Unity Express AA interoperationconfigurations.The following are the minimum releases for the functionality described in this configuration example: Cisco CME 3.3 Cisco IOS Software Release 12.4.3 Cisco Unity Express 2.1.3Components UsedThe information in this document is based on these software and hardware versions: A Cisco 2821 router running Cisco CME and Cisco Unity Express Cisco IOS Software Release 12.4.3 Cisco CME 3.3 Basic ACD script version 2.1.0.0 Cisco Unity Express 2.1.3 IP Voice Cisco IOS feature setThe information in this document was created from the devices in a specific lab environment. All of thedevices used in this document started with a cleared (default) configuration. If your network is live, make surethat you understand the potential impact of any command.Related ProductsThis configuration can also be used with Cisco 2600XM, Cisco 3700, Cisco 2800, or Cisco 3800 seriesrouters with Cisco IOS Software Release 12.4.1 or later.ConventionsRefer to the Cisco Technical Tips Conventions for more information on document conventions.Background InformationThese three scenarios are addressed in this document: Scenario 1 Using the Cisco CME AA and ACD groups with Cisco Unity Express only as a voicemail destination Scenario 2 Using the Cisco Unity Express as the main AA entry point and Cisco CME AA as asub menu within that AA Scenario 3 Using the Cisco CME AA as the main AA entry point and the Cisco Unity Express AAto provide flexible announcements as part of the AAScenario 1 is most applicable when your Cisco CME AA is limited to providing a menu to direct calls intoACD groups. In this scenario, Cisco CME is used as the AA destination for incoming calls, and Cisco UnityExpress is used exclusively as a voice mail server when the ACD agents are not available or do not answer the

calls in a certain amount of time. The Cisco Unity Express AA is not used in this scenario.Scenario 2 is the most flexible overall configuration for integrating Cisco CME basic ACD and Cisco UnityExpress AA. The design used in Scenario 2 features Cisco Unity Express AA for general call handlingautomation and for handing off calls to ACD agents. In this scenario, Cisco Unity Express is used as the AAdestination for incoming calls; Cisco Unity Express also provides a variety of menu choices to the caller (suchas dial by name, dial by extension, and recorded information segments). One of these choices directs somecalls to the Cisco CME ACD groups. Cisco Unity Express voice mail is used in a similar manner as Scenario1.Scenario 3 is a variation of Scenario 1 in which the Cisco CME AA is used as the AA destination forincoming calls and the ACD is the main function required of the AA. However, Cisco Unity Express AA isused as an announcement server with the Cisco CME AA. This provides the ability to add someannouncements (such as office hours or location) that are not available using only the Cisco CME AA.Note: The GUI based configuration procedures provided in this publication are used to illustrate theimplementation processes associated with this configuration example and to summarize the steps needed toimplement features described throughout the document. However, complete step by step procedures are notprovided. This publication assumes that you have a working familiarity with the Cisco CME and Cisco UnityExpress GUIs, as well as a working knowledge of the Cisco IOS CLI. Please refer to the appropriate CiscoCME and Cisco Unity Express administrators guide, configuration guide, and command reference forexplicit details for procedures and command usage.ConfigureIn this section, you are presented with the information to configure the features described in this document.Note: Use the Command Lookup Tool (registered customers only) to obtain more information on thecommands used in this section.Network DiagramThis document uses this network setup:Figure 1 Network Diagram for Cisco CME Basic ACD and Cisco Unity Express AA

ConfigurationsAll three configuration scenarios have these general characteristics: Single site Cisco CME system PSTN trunks integrated on the Cisco CME router The configuration defines a 4 digit dialing plan with IP phone extensions in the 2000 to 2010 range,non phone extensions (such as hunt groups) in the 2020 to 2099 range, and Cisco Unity Expressentry points in the 21 xx range. Nine IP phones are defined, extensions 2000 to 2009. The ACD setup uses three hunt groups with three IP phones in each group. Two receptionists are defined, which are also part of the nine IP phones in the ACD groups.The network configuration uses a Cisco 2821 router with these characteristics: IP network access via IP address b .168.1.1 Cisco CME configuration with nine IP phones each with a 4 digit extension (2001 to 2010) NM CUE Cisco Unity Express IP address a .1.11.2This document uses these configurations: Scenario 1 Using Cisco CME Basic ACD with Cisco Unity Express Voice Mail Scenario 2 Using Cisco Unity Express AA as the First Tier Menu and Basic ACD as the SecondTier Menu Scenario 3 Using Basic ACD as the First Tier Menu and Cisco Unity Express AA as the SecondTier MenuGeneral Implementation Configuration NotesThe PSTN connectivity used in this configuration is via a foreign exchange office (FXO) trunk. If you have aPRI trunk, the configurations look exactly the same as those given in the configuration examples presented inthis publication, with the addition of these configuration entries:controller T1 2/1framing esflinecode b8zspri group timeslots 1 24!interface Serial2/1:23no ip addressisdn switch type primary niisdn incoming voice voiceno cdp enable!voice port 2/1:23!dial peer voice 777 potsincoming called number .direct inward dialport 2/1:23The Cisco Unity Express AA scripts that are used in the examples presented in this publication are verysimple and for clarity contain the minimum number of features to achieve the functionality illustrated by thisdocument. Cisco Unity Express AA scripts deployed in a live network should have significantly moreincoming call handling capability compared to lab test networks. Additional call handling steps caninclude the following:

Improved error handling (such as when the caller presses digits that are not on the menu) Timeout handling (such as repeating menus a fixed number of times) Ability to block the external transfer of calls to external PSTN destinations (to circumvent toll fraud).Scenario 1 Using Cisco CME Basic ACD with Cisco UnityExpress Voice MailIn Scenario 1, incoming calls are directed to the Cisco CME AA (extension 2040), which provides a welcomegreeting and a menu with three options to the caller. Based on the callers choice, the call is directed to one ofthree ACD hunt groups. If the calls are not answered in the ACD group, calls are forwarded to a GeneralDelivery Mailbox (GDM) to leave a message.Note: You cannot set up a GDM to be copied to each user's mailbox (similar to a distribution list).In this scenario described in this section, a single GDM is used so that all nine ACD agents in the ACDgroups can log in to and retrieve messages. In other variations described as part of Scenario 2, the ability tohave an individual GDM per ACD group is explored.Call FlowThe call flow of the configuration in this section is illustrated in Figure 2.Figure 2 Cisco Unity Express AA with Cisco CME Basic ACD Scenario 1 Call FlowScenario 1 Configuration NotesPSTN calls from the FXO port (0/3/0) are autoterminated (via the connection plar opx 2040 command) tothe Cisco CME AA pilot number (2040). The Cisco CME AA presents a welcome greeting and a welcomemenu with three options the spoken contents of the prompts are given in the call flow picture in Figure 2 .The recorded welcome phrase resides in the flash file en bacd welcome.au, while the recorded menu phrasesreside in the file en bacd options menu.au.The GDM greeting for extension 2070 is as follows: Thank you for calling customer service; no one isavailable right now. Please leave a message and we will return your call as soon as we can.A Message Waiting Indication (MWI) for messages in the GDM is achieved by forwarding the Cisco CMEAA (the param voice mail 2070 command) to an intermediate extension (2070) which is CFA (call forwardall) to the voice mail pilot (2105). This forwarding is done instead of pointing the Cisco CME AA directly to

the voice mail pilot which would be done with the param voice mail 2105 command. Extension 2070 isbutton 2 on the agent phones, and this button indicates MWI for the GDM, which is associated with extension2070 rather than with the ACD hunt group numbers (2020, 2021 or 2022). Final numbers are notconfigured on the hunt groups because the ACD logic bypasses final numbers in favor of the AA forwardingnumber (param voice mail command).Note: Any time that you make any change to the script, you need to load the application.The Cisco CME AA script is associated with a loopback IP address (a .1.1.1) to ensure the Tool CommandLanguage (TCL) script is always up regardless of the state of the LAN interfaces (dial peer voice 2040voip command). A back to back dial peer is used to direct calls to the Cisco CME AA entry point (2040) toensure that PSTN callers (as well as local IP phones) can call the AA (dial peer voice 2041 voip command).Configure Cisco CME for Scenario 1These steps summarize the configuration for Cisco CME for Scenario 1:1. Choose Configure System Parameters to configure three ACD hunt groups 2020, 2021, and 2022that are associated with three menu options of the Cisco CME AA. See Figure 3 .Figure 3 Specify Cisco Unity Express ACD Hunt Groups2. Choose Configure System Parameters to configure the details for hunt group 2020 with agents2001, 2002, and 2003. See Figure 4 .Figure 4 Configure Details for Hunt Group 2020

3. Choose Configure Phones and click the MAC address of the phone that you want to change. TheChange Phone window appears (see Figure 5).4. Enter extension 2070 on the ACD agents phone to get MWI for messages in the GDM.Figure 5 Associate Extension to Specific Button

The following is the complete (and annotated) Cisco CME router CLI configuration for Scenario 1 that resultsfrom the specific changes to the base configuration.CME 2821#show running configversion 12.4service timestamps debug datetime msecservice timestamps log datetime msecno service password encryption!hostname CME 2821!boot start markerboot system flash:boot end marker!no aaa new model!resource policy!ip subnet zero!!ip cefno ip dhcp use vrf connectedip dhcp excluded address b.168.1.1 b.168.1.10!ip dhcp pool ITSnetwork b.168.1.0 255.255.255.0option 150 ip a.1.11.1default router b.168.1.1!no ip domain lookup!voice card 0no dspfarm!voice service voipallow connections h323 to h323allow connections h323 to sipsupplementary service h450.12 advertise only!! Define the parameters for the Cisco CME ACD TCL script.! The hunt groups for the! ACD are 2020, 2021, and 2022.!applicationservice acd flash:app b acd 2.1.0.0.tclparam queue cme debugs 1param aa hunt1 2020param aa hunt2 2021param number of hunt grps 3param aa hunt3 2022param queue len 30!! ! ! ! Define the parameters for the Cisco CME AA TCL script.The pilot number is 2040.The voice mail destination is extension 2070, which is call forward all(CFA) routed to voice mail (2105).!service cme aa flash:app b acd aa 2.1.0.0.tclparam max time call retry 60param voice mail 2070

paramspace english index 0param service name acdparam number of hunt grps 3param handoff string cme aaparamspace english language enparam max time vm retry 1paramspace english location flash:param aa pilot 2040param second greeting time 30paramspace english prefix enparam call retry timer 20!! Define the loopback address to which the TCL script is attached.!interface Loopback0ip address a.1.11.1 255.255.255.252!interface GigabitEthernet0/0no ip addressshutdownduplex autospeed auto!interface GigabitEthernet0/1no ip addressshutdownduplex autospeed auto!interface FastEthernet0/1/0switchport access vlan 10!interface FastEthernet0/1/1switchport access vlan 10!interface FastEthernet0/1/2switchport access vlan 10!interface FastEthernet0/1/3switchport access vlan 10!interface FastEthernet0/1/4switchport access vlan 10!interface FastEthernet0/1/5switchport access vlan 10!interface FastEthernet0/1/6switchport access vlan 10!interface FastEthernet0/1/7switchport access vlan 10!interface FastEthernet0/1/8switchport access vlan 10!interface Service Engine1/0ip unnumbered Loopback0service module ip address a.1.11.2 255.255.255.252service module ip default gateway a.1.11.1!interface Vlan1no ip address!

interface Vlan10ip address b.168.1.1 255.255.255.0!ip classlessip route a.1.11.2 255.255.255.255 Service Engine1/0!ip http serverip http path flash:!tftp server flash:P00305000600.bintftp server flash:P00305000600.sbn!control plane!! PSTN calls are auto terminated on the Cisco CME AA pilot number 2040.!voice port 0/3/0connection plar opx 2040!voice port 0/3/1connection plar opx 2040!voice port 0/3/2!voice port 0/3/3!! Calls to Cisco CME AA pilot number 2040 are associated with a loopback address! a.1.11.1 to ensure that the TCL script is always up.!dial peer voice 2040 voipdestination pattern 2040session target ipv4:a.1.11.1dtmf relay h245 alphanumericcodec g711ulawno vad!! ! ! ! The back to back dial peer for Cisco CME AApilot number 2040 points to theAA TCL script and ensures that all PSTN andinternal callers can reach the AA.!dial peer voice 2041 voipservice cme aaincoming called number 2040dtmf relay h245 alphanumericcodec g711ulawno vad!! All calls in the 21xx range are directed to Cisco Unity Express.!dial peer voice 2105 voipdestination pattern 21.session protocol sipv2session target ipv4:a.1.11.2dtmf relay sip notifycodec g711ulawno vad!

telephony serviceload 7960 7940 P00305000300max ephones 48max dn 192ip source address a.1.11.1 port 2000max redirect 20auto assign 1 to 10system message CISCO SYSTEMScreate cnf files version stamp 7960 Aug 05 2005 00:00:32voicemail 2105max conferences 8 gain 6moh music on hold.audn webedittime webedittransfer system full consulttransfer pattern 210. blindtransfer pattern 2040 blind!! The following section shows nine ACD agents' extensions.!ephone dn 1number 2001name User21call forwardcall forward!ephone dn 2number 2002name User22call forwardcall forward!ephone dn 3number 2003name User23call forwardcall forward!ephone dn 4number 2004name User24call forwardcall forward!ephone dn 5number 2005name User25call forwardcall forward!ephone dn 6number 2006name User26call forwardcall forward!ephone dn 7number 2007name User27call forwardcall forward!ephone dn 8number 2008dual linebusy 2105noan 2105 timeout 10dual linebusy 2105noan 2105 timeout 10dual linebusy 2105noan 2105 timeout 10dual linebusy 2105noan 2105 timeout 10dual linebusy 2105noan 2105 timeout 10dual linebusy 2105noan 2105 timeout 10dual linebusy 2105noan 2105 timeout 10dual line

name User28call forward busy 2105call forward noan 2105 timeout 10!ephone dn 9 dual linenumber 2009name User29call forward busy 2105call forward noan 2105 timeout 10!! Extension 2070 is associated with the GDM.! This extension is used to get MWI! on the ACD agents' phone.!ephone dn 11number 2070description GDMname Cust Svc GDMcall forward all 2105!ephone dn 100number 8000.mwi on!ephone dn 101number 8001.mwi off!! The following section shows phone definitions for the nine ACD agents.! Ephone dn 11 (2070) is defined as button 2 on each phone, so that all! agents can get MWI for the GDM.!ephone 1username "user21" password nullmac address 0012.0034.81B7type 7960button 1:1 2:11!ephone 2username "user22" password nullmac address 0011.2032.C876type 7960button 1:2 2:11!ephone 3username "user23" password nullmac address 0012.01E8.875Ftype 7960button 1:3 2:11!ephone 4username "user24"mac address 0003.AAAA.0004type 7960button 1:4 2:11!ephone 5username "user25"mac address 0003.AAAA.0005type 7960no auto linebutton 1:5 2:11

!ephone 6username "user26"mac address 0003.AAAA.0006type 7960button 1:6 2:11!ephone 7username "user27"mac address 0003.AAAA.0007type 7960button 1:7 2:11!ephone 8username "user28"mac address 0003.AAAA.0008type 7960button 1:8 2:11!ephone 9username "user29"mac address 0003.AAAA.0009type 7960button 1:9 2:11!! Three hunt groups are used by the ACD scripts.! There are three agents in each group.!ephone hunt 1 longest idlepilot 2020list 2001, 2002, 2003timeout 5!ephone hunt 2 longest idlepilot 2021list 2004, 2005, 2006timeout 5!ephone hunt 3 longest idlepilot 2022list 2007, 2008, 2009timeout 5!line con 0logging synchronousline aux 0line 66no activation characterno exectransport preferred nonetransport input alltransport output allline vty 0 4login!scheduler allocate 20000 1000ntp master!end

Configure Cisco Unity Express for Scenario 1These steps summarize the configuration for Cisco Unity Express for Scenario 1:1. Choose Configure Groups. Then click the group (custservice) that you want to edit. The GroupProfile window appears (see Figure 6 ).2. The Profile tab is the default display. Configure the custservice group associated with extension 2070.Figure 6 Configure Group Profile3. Click the Owners/Members tab (see Figure 7 ).4. Configure the members (all nine ACD agent users) of the custservice group.Figure 7 Configure Group Members

The following is the complete (and annotated) Cisco Unity Express CLI configuration for Scenario 1 thatresults from the specific changes to the base configuration:cue#show running configGenerating configuration:clock timezone America/Los Angeleshostname cueip domain name cisco.comntp server a.1.11.1groupname Administrators creategroupname Broadcasters create!! The custservice group is defined as all the! users that have access to the GDM.!groupname custservice create!! Nine ACD agents are defined as rnameusernameusernameusernameusername!admin createuser21 createuser22 createuser23 createuser24 createuser25 createuser26 createuser27 createuser28 createuser29 create! The custservice group (and therefore GDM)

! is associated with extension 2070.!groupname custservice phonenumber "2070"username user21 phonenumber "2001"username user22 phonenumber "2002"username user23 phonenumber "2003"username user24 phonenumber "2004"username user25 phonenumber "2005"username user26 phonenumber "2006"username user27 phonenumber "2007"username user28 phonenumber "2008"username user29 phonenumber "2009"groupname Administrators member admin!! Nine ACD agents users are members of the! custservice group, so they can have! access to the GDM to retrieve messages.!groupname custservice member user21groupname custservice member user22groupname custservice member user23groupname custservice member user24groupname custservice member user25groupname custservice member user26groupname custservice member user27groupname custservice member user28groupname custservice member user29groupname Administrators privilege superusergroupname Administrators privilege ManagePromptsgroupname Administrators privilege ManagePublicListgroupname Administrators privilege ViewPrivateListgroupname Broadcasters privilege broadcastcalendar biz schedule systemscheduleclosed day 1 from 00:00 to 24:00open day 2 from 09:00 to 17:00open day 3 from 09:00 to 17:00open day 4 from 09:00 to 17:00open day 5 from 09:00 to 17:00open day 6 from 09:00 to 17:00closed day 7 from 00:00 to 24:00end schedule!! The Cisco Unity Express system AA is defined! in the system by default, but! is not used in this scenario.!ccn application autoattendantdescription "autoattendant"enabledmaxsessions 8script "aa.aef"parameter "busOpenPrompt" "AABusinessOpen.wav"parameter "holidayPrompt" "AAHolidayPrompt.wav"parameter "busClosedPrompt" "AABusinessClosed.wav"parameter "allowExternalTransfers" "false"parameter "MaxRetry" "3"parameter "operExtn" "2001"parameter "welcomePrompt" "AAWelcome.wav"parameter "businessSchedule" "systemschedule"end applicationccn application ciscomwiapplication

description "ciscomwiapplication"enabledmaxsessions 8script "setmwi.aef"parameter "strMWI OFF DN" "8001"parameter "strMWI ON DN" "8000"parameter "CallControlGroupID" "0"end applicationccn application promptmgmtdescription "promptmgmt"enabledmaxsessions 1script "promptmgmt.aef"end applicationccn application voicemaildescription "voicemail"enabledmaxsessions 8script "voicebrowser.aef"parameter "logoutUri" jsp"parameter "uri" "end applicationccn engineend engineccn subsystem jtapiccm manager address 0.0.0.0end subsystemccn subsystem sipgateway address "a.1.11.1"end subsystemccn trigger sip phonenumber 2102application "autoattendant"enabledmaxsessions 8end triggerccn trigger sip phonenumber 2105application "voicemail"enabledmaxsessions 8end triggerccn trigger sip phonenumber 2106application "promptmgmt"enabledmaxsessions 1end triggervoicemail default language en USvoicemail default mailboxsize 3000voicemail broadcast recording time 300voicemail operator telephone 2001!! Define the GDM associated with 2070,! associated with the custservice group.!voicemail mailbox owner "custservice" size 3000description "custservice mailbox"end mailbox!! Define personal mailboxes for nine ACD agents.!voicemail mailbox owner "user21" size 3000end mailboxvoicemail mailbox owner "user22" size 3000

end mailboxvoicemail mailbox owner "user23"end mailboxvoicemail mailbox owner "user24"description "user24 mailbox"end mailboxvoicemail mailbox owner "user25"description "user25 mailbox"end mailboxvoicemail mailbox owner "user26"description "user26 mailbox"end mailboxvoicemail mailbox owner "user27"description "user27 mailbox"end mailboxvoicemail mailbox owner "user28"description "user28 mailbox"end mailboxvoicemail mailbox owner "user29"description "user29 mailbox"end mailboxendsize 3000size 3000size 3000size 3000size 3000size 3000size 3000Scenario 2 Use Cisco Unity Express AA as the First TierMenu and Basic ACD as the Second Tier MenuIn Scenario 2, incoming calls are directed to the Cisco Unity Express custom AA (pilot number 2100), whichprovides a welcome greeting and a menu with four options to the caller. Based on the callers choice, the callis directed to the Cisco CME ACD (option 1), one of two announcements (options 2 and 3), or to a generalbusiness mailbox (GDM for extension 2080) associated with the receptionists (option 4).If the caller chooses option 1, the call is handed off to the Cisco CME ACD where the Cisco CME AAprovides a second tier menu, which is similar to Scenario 1.Scenario 2 Call FlowThe call flow of the configuration in this section is illustrated in Figure 8.Figure 8 Call Flow for Scenario 2

Scenario 2 Configuration NotesPSTN calls from the FXO port (0/3/0) are autoterminated to the Cisco Unity Express AA (2100).The first tier menu (Thank you for calling Widget Systems; press 1 for customer service; press 2 for officelocation; press 3 for office hours; press 4 to leave a voice message.) is provided by the Cisco Unity Expresscustom AA (file S10 Main Menu.wav).The second tier menu (To help redirect your call: Press 1 for hardware related questions; press 2 forsoftware related questions; press 3 for general questions.) is provided by the Cisco CME AA prompt files.The first phrase (To help redirect your call) is contained in flash file en bacd welcome.au, while theremainder of the instructions are unchanged from the Scenario 1 configuration and contained in flash fileen bacd options menu.au.You can bypass the Cisco CME welcome greeting altogether by recording a small empty file or by deletingthe file from your routers flash (which causes the Cisco CME software to bypass the greeting). In theScenario 2 example depicted in this section, the menu phrases associated with the Cisco Unity Express andCisco CME prompt files have been structured to flow as a single AA to the caller. You can also bypass theCisco CME AA altogether (the welcome greeting and option choices) by using the paramdrop through option number command to transfer a call directly into the Cisco CME ACD whilebypassing the Cisco CME AA.Extension 2080 and the associated GDM are added to the configuration to provide a general mailbox for thereceptionists. This mailbox is entered by choosing option 4 from the first tier menu and is handled entirelywithin Cisco Unity Express. Extension 2080 has been added to IP phones 2001 and 2004 the phonesassociated with two employees who are receptionists (as well as ACD agents).If a caller chooses 1 from the first tier menu and is directed to the ACD groups, but the call remainsunanswered, the call is forwarded to extension 2070 which is the GDM for the ACD agents.Configure Cisco CME for Scenario 2These steps summarize the configuration for Cisco CME for Scenario 2:1. Choose Configure Phones. Then click the MAC address of the phone that you want to change. The

Change Phone window appears (see Figure 9 ).2. Enter extension 2080 to button 3 of the receptionists phone, while the ACD GDM remains on button2. With this setup, the employee gets MWI for both the receptionist and the ACD GDM mailboxes.Figure 9 Add Extension Button to Receptionists PhoneThe following is the complete (and annotated) Cisco CME routers CLI configuration for Scenario 2 thatresults from the specific changes to the base configuration.CME 2821#show running configversion 12.4service timestamps debug datetime msecservice timestamps log datetime msecno service password encryption!hostname CME 2821!boot start markerboot system flash:boot end marker!no aaa new model!resource policy!ip subnet zero!ip cefno ip dhcp use vrf connectedip dhcp excluded address b.168.1.1 b.168.1.10

!ip dhcp pool ITSnetwork b.168.1.0 255.255.255.0option 150 ip a.1.11.1default router b.168.1.1!no ip domain lookup!voice card 0no dspfarm!voice service voipallow connections h323 to h323allow connections h323 to sipsupplementary service h450.12 advertise only!applicationservice acd flash:app b acd 2.1.0.0.tclparam queue cme debugs 1param aa hunt1 2020param aa hunt2 2021param number of hunt grps 3param aa hunt3 2022param queue len 30!service cme aa flash:app b acd aa 2.1.0.0.tclparam max time call retry 60param voice mail 2070paramspace english index 0param service name acdparam number of hunt grps 3param handoff string cme aaparamspace english language enparam max time vm retry 1paramspace english location flash:param aa pilot 2040param second greeting time 30paramspace english prefix enparam call retry timer 20!interface Loopback0ip address a.1.11.1 255.255.255.252!interface GigabitEthernet0/0no ip addressshutdownduplex autospeed auto!interface GigabitEthernet0/1no ip addressshutdownduplex autospeed auto!interface FastEthernet0/1/0switchport access vlan 10!interface FastEthernet0/1/1switchport access vlan 10!interface FastEthernet0/1/2switchport access vlan 10!interface FastEthernet0/1/3switchport access vlan 10

!interface FastEthernet0/1/4switchport access vlan 10!interface FastEthernet0/1/5switchport access vlan 10!interface FastEthernet0/1/6switchport access vlan 10!interface FastEthernet0/1/7switchport access vlan 10!interface FastEthernet0/1/8switchport access vlan 10!interface Service Engine1/0ip unnumbered Loopback0service module ip address a.1.11.2 255.255.255.252service module ip default gateway a.1.11.1!interface Vlan1no ip address!interface Vlan10ip address b.168.1.1 255.255.255.0!ip classlessip route a.1.11.2 255.255.255.255 Service Engine1/0!ip http serverip http path flash:!tftp server flash:P00305000600.bintftp server flash:P00305000600.sbn!control plane!! PSTN calls are auto terminated on the Cisco CUE AA pilot number 2100.!voice port 0/3/0connection plar opx 2100!voice port 0/3/1connection plar opx 2100!voice port 0/3/2!voice port 0/3/3!dial peer voice 2040 voipdestination pattern 2040session target ipv4:a.1.11.1dtmf relay h245 alphanumericcodec g711ulawno vad!dial peer voice 2041 voipservice cme aaincoming called number 2040dtmf relay h245 alphanumericcodec g711ulawno vad! pag

Cisco CME 3.3 Cisco IOS Software Release 12.4.3 Cisco Unity Express 2.1.3 Components Used The information in this document is based on these software and hardware versions: A Cisco 2821 router running Cisco CME and Cisco Unity Express Cisco IOS Software Release 12.4.3 Cisco CME 3.3 Basic ACD script version 2.1.0.0

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