The following table provides information on supported features.

On configuring the feature, Site Survivability is available for the following supported endpoints.

The following table helps to configure Cisco IOS XE routers as a Survivability Gateway. This table lists the maximum number of endpoints that each platform supports and the minimum IOS XE version.

Complete the following tasks to add Site Survivability for an existing Webex Calling location. If the connection to the Webex cloud breaks, a Survivability Gateway in the local network can provide backup call control for endpoints at that location.

Before you begin

If you need to provision a new gateway to act as the Survivability Gateway, refer to the Webex article Enroll Cisco IOS Managed Gateways to Webex Cloud to add the gateway to Control Hub.

The connector automatically configures CDR-related commands to facilitate the collection of call count metrics.

At the end of a survivability event, the connector processes the CDRs generated during the event period, along with the configuration data, to identify various call counts. The metrics include counts of total calls, emergency calls, and external calls, and are used to monitor internal feature usage. Only the call count metrics are sent to the Webex cloud while the actual CDRs are not transmitted.

The following is a sample configuration:

!
gw-accounting file
 primary ifs bootflash:guest-share/cdrs/
 acct-template callhistory-detail
 maximum cdrflush-timer 5
 cdr-format detailed
!

Explanation of the commands:

• primary ifs bootflash:guest-share/cdrs/- This command is to store the CDR files under the guest-share folder to allow access by the connector.

• acct-template callhistory-detail- This command is required to include the dial-peer tag in the CDR.

• maximum cdrflush-timer 5- The default is 60 minutes, but setting it to 5 minutes allows CDRs to be logged to the file more quickly.

• cdr-format detailed- This is the default format. The compact format is not suitable as it does not include the dial-peer tag.

This table provides a mapping for the hunt group feature configuration in Control Hub and using the Survivability gateway commands

• Configure a Hunt group sequential rings

  
    voice hunt-group 1 sequential​
      pilot 1111
      number 1 1001​
      number 2 1002​
      number 3 7089001​
      number 4 7089002​
      number 5 +1210903443​
      .....​
      .....​
      timeout 20​
      final 1009
      statistics collect
      description​
      present-call idle-phone

• Configure a Hunt group parallel rings

  
  voice hunt-group 2 parallel​
    pilot 2222​
    number 1 2001
    number 2 2002​
    number 3 2089001​
    number 4 2089002​
    number 5 +12109034433​
    .....​
    .....​
    timeout 60​
    final 1009​
    statistics collect​
    description​

Basic automatic call distribution (B-ACD) and auto-attendant (AA) service provides automatic answering of outside calls with greetings and menus that allow callers to select the appropriate department or to dial known extension numbers.

B-ACD provides automatic answering and call distribution for calls using interactive menus and local hunt groups. B-ACD application consists of auto-attendant (AA) services and one call-queue service. B-ACD auto attendant supports PSTN calls that is negotiated with incoming SIP trunk with g711ulaw codec

B-ACD supports voice hunt groups with sequential, parallel, peer, longest idle call blast support SIP shared lines and mixed shared lines.

An incoming call dials the B-ACD AA pilot number and hears a prompt that provides a greeting and instructions to help the caller automatically route the call.

Limitations

Use the same codec on incoming and outgoing dial peers when transferring calls. Using different codecs are not supported. IOS will not invoke transcoder for the calls handled by any TCL application.

B-ACD components

The B-ACD application consists of a call-queue service and one or more AA services. The configurable components of these services are:

• Pilot Number

• Welcome Prompt and other audio files

• Menu options

• Dial by Extension

Pilot Number

Each AA service has its own AA pilot number that callers dial to reach the AA. This number is specified in the param aa-pilot command. The AA pilot number is not associated with any agents phone number or physical phone, but you must define a dial peer with the AA pilot number as the incoming called number so that this number is reachable by outside callers.

Welcome Prompt and Other Audio Files

The welcome prompt is an audio file that is played when a call is answered by the pilot number. This audio file is one of a number of audio files that are used with the B-ACD service to inform callers of their status and any actions that they may take. You can create a personalized audio files describing the menu choices that are available to your callers. B-ACD audio files are described in the following sections:

• Rerecording default audio files
• Changing Language Codes and Filenames
• Using Audio files to describe menu choices

Rerecording default audio files

Default audio files are provided for each point in the script and are given to the callers. You download the default audio files from the link and copy them to a place that can be reached by B-ACD router, such as flash memory or a TFTP server. The audio files and the script files are bundled in a tar file on the website. The default files and their messages are listed in table. You can rerecord personalized messages over the default messages, but you cannot change the names of the audio files, except as specifically described in the Changing Language Codes and File names.

To re-record and install the default audio prompts before using a B-ACD service for the first time, follow the steps in the Downloading Tcl Scripts and Audio Prompts. To rerecord audio prompts in an existing B-ACD service, follow the steps in the Updating Script Parameters and Audio Prompts (Only Dial by Extension).

If you do rerecord any of the audio files, note that the B-ACD prompts require a G.711 audio file (.au) format with 8-bit, mu-law, and 8-kHz encoding. We recommend the following audio tools or others of similar quality:

• Adobe Audition for Microsoft Windows by Adobe Systems Inc. (formerly called Cool Edit by Syntrillium Software Corp.)

• AudioTool for Solaris by Sun Microsystems Inc.

Configure B-ACD

Here are few configuration examples:

application
 service aa bootflash:app-b-acd-aa-3.0.0.8.tcl
  paramspace english index 1
  param handoff-string aa
  param dial-by-extension-option <dial-by-extn menu option, standard BACD script menu option is 3>
  paramspace english language en
  param aa-pilot <auto attendant 164 pilot number associated in auto attendant dial-peer>
  paramspace english location flash:
  param welcome-prompt _bacd_welcome.au
  param voice-mail <alternate destination for calls that are not answered>
  param service-name queue
 !
 service queue bootflash:app-b-acd-3.0.0.8.tcl
  param queue-len 30
  param queue-manager-debugs 1
 ! 

! SIP PSTN Dial-Peers for Auto Attendant(BACD) service called aa associated with incoming voice port
dial-peer voice 500 voip
 description Inbound dial-peer for Auto Attendant
 service aa
 session protocol sipv2
 incoming called-number <Auto Attendant Pilot number>
 dtmf-relay rtp-nte
 codec g711ulaw
 no vad
!
! TDM PSTN Dial-Peers if not using SIP for Auto Attendant(BACD) service called aa associated with incoming voice pots
dial-peer voice 500 voip
 description Inbound dial-peer for Auto Attendant
 service aa
 incoming called-number <Auto Attendant Pilot number>
 port %tdm_port%
! 

Changing Language Codes and Filenames

• The prefix of any filename may be changed to ch, en, sp, or aa. The prefix must match the code that is specified in the language-code parameter in the paramspace language command, regardless of the actual language used in the file.

• Following its prefix, the welcome prompt filename (default is en_bacd_welcome.au) may have any identifying name, as defined in the param welcome-prompt command.

• Following its prefix, the drop-through prompt filename (no default supplied) may have any identifying name, as defined in the param drop-through-prompt command.

In the audio files, you may record a prompt in any language. It is not necessary to change the prefix of a file that contains a prompt in a different language because the language-code prefixes are used for features that are not a part of the B-ACD service. But it is important that the language-code prefixes for your files match the language code that is specified in the language-code parameter in the paramspace language command, regardless of the language actually used in the audio file.

Do not change the identifier part of the name of an audio file, with the exception of the _bacd_welcome.au file. The scripts identify audio files that have the same identifying names as those in Table and that have the same prefix that you specify in the paramspace language command.

The two exceptions to the general file naming rules are the welcome-prompt audio file (default is en_bacd_welcome.au) and the drop-through-option prompt audio file (no default supplied). The identifying parts of the filenames for these two audio prompts are specified explicitly during configuration and are completely user-configurable. These files may use any filenames as long as the names observe the following conventions:

• The prefix part of the filename must be the same as the language code that is specified in the paramspace language command. For example, en.

• The identifier part of the filename must start with an underscore. For example, _welcome_to_xyz.au.

Using Audio files to describe menu choices

By default, two audio files are supplied to provide initial caller orientation and guidance about the menu choices that are available: en_welcome_prompt.au and en_bacd_options_menu.au. You can rerecord customized messages over the default messages that are supplied in these files, as explained in Table.

If your B-ACD service uses a single AA service, record a welcome greeting in en_welcome_prompt.au and record instructions about menu choices in en_bacd_options_menu.au.

If your B-ACD service uses multiple AA services, you will need separate greetings and instructions for each AA, using the following guidelines:

• Record a separate welcome prompt for each AA service, using a different name for the audio file for each welcome prompt. For example: en_welcome_aa1.au anden_welcome_aa2.au. The welcome prompts that you record in these files must include both the greeting and the instructions about menu options.

• Record silence in the audio file en_bacd_options_menu.au. A minimum of one second of silence must be recorded. Note that this file does not contain the menu instructions when there are multiple AA services.

Menu options

The purpose of a B-ACD service is to automatically route calls to the correct destination in your organization. Interactive AA services enable you to provide menu options to callers so that they can make the appropriate choices for their calls. The types of menu options that are available in B-ACD are described in the table. Menu options are announced to callers by audio prompts, which are described in the Welcome Prompt and Other Audio Files.

Dial-by-Extension Option

The B-ACD service can also have a dial-by-extension option, which allows callers to dial internal extension numbers when they already know the extension number. The dial-by-extension option is shown as menu option.

The dial-by-extension option is configured by specifying a menu option number for the dial-by-extension parameter. When the following command is used, callers can dial 1 and then an extension number.

Within a B-ACD call-queue service, the dial-by-extension option number and the hunt group option numbers must be mutually exclusive. This restriction means that the option number used for the dial-by-extension option cannot be the same as any of the option numbers used with the aa-hunt options. For example, if you use aa-hunt1 to aa-hunt5 to specify hunt groups in your call-queue service configuration, then you can use option 6 for the dial-by-extension option but not any of the numbers 1 to 5.

If all ten aa-hunt numbers are used for hunt groups in the call-queue service, there is no option left for the dial-by-extension option. Note that this restriction is based on all the option numbers (aa-hunt numbers) used with the call-queue service and not on the option numbers used with an AA application.

Downloading Tcl Scripts and Audio Prompts

Use these steps to prepare the script files and prompt files that are necessary for your B-ACD service.

1. Copy the tar file to the SGW router bootflash

2. Uncompress the tcl and audio files using the command:

   archive tar /xtract bootflash:cme-b-acd-3.0.0.8.tar bootflash:
3. Rerecord the audio files if necessary.

Explanation of the commands:

Updating Script Parameters and Audio Prompts (Only Dial by Extension)

You can update B-ACD script parameters by making changes to the Cisco IOS configuration. For the parameter changes to take effect, you must stop and reload the B-ACD scripts that you have made changes. If you rerecord audio prompts, you must reload the audio prompt files that have changed.

1. Determine the session IDs of any active sessions-

   Use the showcall application sessions command in privileged EXEC mode to obtain session ID (SID) numbers of AA and call-queue services. If the AA session has no active calls, the AA script name does not appear in the output from the show call application sessions command.

2. Stop the B-ACD AA and call-queue service sessions if necessary- Using the session ID numbers from Step1, stop the B-ACD AA service and call-queue service sessions. Use the call application session stop command in privileged EXEC mode to stop the AA and call-queue sessions.
3. Reload the AA script and call-queue scripts- Use the call application voice load command in privileged EXEC mode to reload the scripts.
4. If an audio prompt file has been changed, reload it- Use the audio-prompt load command in privileged EXEC mode to reload an audio file. Repeat this command for each audio file that has been changed.

Verifying B-ACD Status

Use the show call application sessions command to verify that B-ACD is active.

The following example shows a session with active AA and call-queue applications. The “App” field is the service name the “Url” field is the location of the script file for the application

Session ID 17
App: aa
Type: Service
Url: flash:app-b-acd-aa-2.1.0.0.tcl
Session ID 12
App: queue
Type: Service
Url: flash:app-b-acd-2.1.0.0.tcl 

The following example shows a session with only the queue application active. The AA script does not appear in the output from the show call application sessions command because there are no active calls. The name of the AA service appears in the output only when there is an active call. The call-queue script activates after the first incoming call and stays active even if there are no active calls.

Router# show call application sessions
Session ID 12
App: queue
Type: Service
Url: flash:app-b-acd-2.1.0.0.tcl

You can update B-ACD script parameters by making changes to the Cisco IOS configuration. For the parameter changes to take effect, you must stop and reload the B-ACD scripts to which you have made changes as explained in the following steps. If you rerecord audio prompts, you must reload the audio prompt files that have changed.

1. Determine the session IDs of any active sessions:

   Use the show call application sessions command in privileged EXEC mode to obtain session ID (SID) numbers of AA and call-queue services. If the AA session has no active calls, the AA script name does not appear in the output from the show call application sessions command.

   The following example shows a session with active calls. The “App” field is the service name given to the call-queue script and AA script. You can also see the service names in the output for the show running-config command.

   
   Router# show call application sessions
   Session ID 17
   App: aa
   Type: Service
   Url: bootflash:app-b-acd-aa-3.0.0.8.tcl
   
   Session ID 12
   App: queue
   Type: Service
   Url: bootflash:app-b-acd-3.0.0.8.tcl
   

2. Stop the B-ACD AA and call-queue service sessions if necessary

   Using the session ID numbers from Step 1, stop the B-ACD AA service and call-queue service sessions. Use the call application session stop command in privileged EXEC mode to stop the AA and call-queue sessions.

   
   Router# call application session stop id 17
   Router# call application session stop id 12

   When you use the call application session stop command for an AA service, the following actions occur:

   The AA service is stopped.

   All calls actively connected to the AA service are disconnected.

   The AA service name is removed from the output for the show call application sessions command.

   To eliminate the possibility of disconnecting calls, wait until there are no incoming calls before reloading the script, such as after work hours.

   If an AA service name does not appear in the output for the show call application sessions command, it means that there are no call sessions and you do not have to issue a call application session stop command for it.

3. Reload the AA script and call-queue scripts

   Use the call application voice load command in privileged EXEC mode to reload the scripts.

   
   Router# call application voice load aa
   Router# call application voice load queue

4. If an audio prompt file has been changed, reload it

   Use the audio-prompt load command in privileged EXEC mode to reload an audio file. Repeat this command for each audio file that is changed.

   
   Router# audio-prompt load flash:en_bacd_welcome.au
   Reload of flash:en_bacd_welcome.au successful

For external calling, configure a connection to the PSTN. This topic outlines some of the options and provides sample configurations. The two main options are:

• Voice Interface Card (VIC) connection to PSTN

• SIP trunk to PSTN gateway

Voice interface card connection to PSTN

You can install a Voice Interface Card (VIC) on the router and configure a port connection to the PSTN.

• For details on how to install the VIC on the router, refer to the hardware install guide for your router model.

• For details on how to configure the VIC, along with examples, see Voice Port Configuration Guide, Cisco IOS Release 3S.

SIP trunk to PSTN gateway

You can configure a SIP trunk connection that points to a PSTN gateway. To configure the trunk connection on the gateway, use the voice-class-tenant configuration. Following is a sample configuration.

voice class tenant 300 
  sip-server ipv4:<ip_address>:<port>
  session transport udp 
  bind all source-interface GigabitEthernet0/0/1 
 

Dial peer configuration

For trunk connections, configure inbound and outbound dial peers for the trunk connection. The configuration depends on your requirements. For detailed configuration information, see Dial Peer Configuration Guide, Cisco IOS Release 3S.

Following are sample configurations:

Outbound dial-peers to the PSTN with UDP and RTP

dial-peer voice 300 voip 
 description outbound to PSTN 
 destination-pattern +1[2-9]..[2-9]......$ 
 translation-profile outgoing 300
 rtp payload-type comfort-noise 13 
 session protocol sipv2 
 session target sip-server
 voice-class codec 1 
 voice-class sip tenant 300 
 dtmf-relay rtp-nte 
 no vad

Inbound dial-peer from the PSTN using UDP with RTP

voice class uri 350 sip 
 host ipv4:<ip_address> 
 !
dial-peer voice 190 voip 
 description inbound from PSTN 
 translation-profile incoming 350 
 rtp payload-type comfort-noise 13 
 session protocol sipv2 
 voice-class codec 1 
 voice-class sip tenant 300 
 dtmf-relay rtp-nte 
 no vad

Number translations

For PSTN connections, you may need to use translation rules to translate internal extensions to an E.164 number that the PSTN can route. Following are sample configurations:

From PSTN translation rule with non +E164

voice translation-rule 350 
 rule 1 /^\([2-9].........\)/ /+1\1/ 
 voice translation-profile 300 
 translate calling 300 
 translate called 300

From phone system translation rule with +E164

voice translation-rule 300 
 rule 1 /^\+1\(.*\)/ /\1/ 
 voice translation-profile 300 
 translate calling 300 
 translate called 300

The following example contains an example of an emergency calling configuration.

Emergency response locations (ERLs)

voice emergency response location 1
 elin 1 14085550100
 subnet 1 192.168.100.0 /26
 !
voice emergency response location 2
 elin 1 14085550111
 subnet 1 192.168.100.64 /26
 !
voice emergency response zone 1
 location 1 
 location 2 

Outgoing dial peers

voice class e164-pattern-map 301
 description Emergency services numbers
  e164 911
  e164 988
 !
voice class e164-pattern-map 351
 description Emergency ELINs
  e164 14085550100
  e164 14085550111
 !
dial-peer voice 301 pots
 description Outbound dial-peer for E911 call
 emergency response zone 1 
 destination e164-pattern-map 301
 !
 dial-peer voice 301 pots
 description Inbound dial-peer for E911 call
 emergency response callback
 incoming called e164-pattern-map 351
 direct-inward-dial