This document was generated from CDN thread
Created by: Vivek Vadivel on 03-04-2012 03:44:52 PM
Our environment is comprehensive, we were able to use ReqICMLabel in our 7.5 cvp, now we upgraded to CVP 8.0. After the upgrade the ReqICMLabel is not working the way it was working in 7.5. Does anyone know how to make ReqICMLabel work in CVP 8.0 comprehensive environment?
Thanks in advance.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 03-04-2012 04:25:51 PM
There are some other good threads on the use of ReqICMLabel amongst these forums, but the long and short is that in CVP 7, ReqICMLabel sent "NA" for the Dialed Number to ICM. In 8.x, it sends the original DNIS for the call. This makes it even less friendly to use, IMHO, but it is what it is.
One thing to be aware of, though, is that for UCM-originated calls, your DNIS is likely to be null, which will throw an exception.
The last project I worked on, I used the ReqICMLabel to get real-time data and environment variables from ICM (and in some cases to set variables), which I think is the real power of the function, versus doing the back and forth nonsense with ICM. After discovering the changes I just described and the limitation for UCM-originated calls, I ended up deconstructing the Class from Cisco and building a new, custom one. In the process I actually found an error in the compiled Class - I'd need to check my notes to recall what it was, but I digress...
Bottom line - although it isn't supported, technically the use of ReqICMLabel in CVP Comprehensive isn't either, so I might consider taking a look at the Class and building a custom element that suits your needs in a Comprehensive environment.
- Bill
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 03-04-2012 05:35:05 PM
I didn't find one - I took the route of decompiling and recompiling the Class file for the ReqICMLabel element so that I could specify a DNIS value, and also have it always contain a default value...
- Bill
Subject: RE: New Message from Vivek Vadivel in Customer Voice Portal (CVP) - General
Replied by: GEOFFREY THOMPSON on 03-04-2012 05:44:16 PM
You are clearly not doing it specifically or it would show in the trace. Set ToExternalVXML[1] = “mydnis={Dialed Number from ICM}”
Regards,
Geoff
--------------------------------------------------------------------
Geoff Thompson Unified Contact Center Practice
Email: geoff@hp.com HP Technology Consulting
Phone: +1.408.447.4297 Hewlett-Packard Company
Mobile: +1.408.204.5297 19111 Pruneridge Ave, Cupertino, CA 95014
____________________________________________________________________
From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Tuesday, April 03, 2012 2:37 PM
To: cdicuser@developer.cisco.com
Subject: New Message from Vivek Vadivel in Customer Voice Portal (CVP) - General Discussion - All Versions: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Vivek Vadivel has created a new message in the forum "General Discussion - All Versions":
--------------------------------------------------------------
Geoff,
I'm passing DNIS from ICM,
xxxxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,dnis=1062143005
it's comprehensive.
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To respond to this post, please click the following link:
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Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 03-04-2012 05:44:18 PM
The problem is the ReqICMLabel element is look at the call info "dins" field - the field shown in the 5th line of your log above, which unfortunately always gets passed as "NA" for UCM-originated calls.
This is one of the things they changed or "broke", in my opinion, with 8.x - when you look at the code, there is actually a check to see if the "dins" value is "NA" or "na" or null, etc. - if it is, then the element throws an exception. This is clearly a change from the previous versions.
- Bill
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Paul Tindall on 03-04-2012 06:37:26 PM
Try setting the override values "_dnis" and "_ani" in the ToExtVXML variables in the ICM script to force particular values into dnis and ani.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 03-04-2012 07:31:34 PM
Now that might have saved me a lot of work a few months ago, Paul! ;-) Actually, I needed the experience of breaking out of the standard element, but that is very good information to know, as it is certainly news to me.
Does that work for all of the standard fields (areacode, exchange, uui, etc.) where you just precede them with an underscore?
- Bill
Subject: RE: New Message from Paul Tindall in Customer Voice Portal (CVP) - General
Replied by: GEOFFREY THOMPSON on 03-04-2012 07:33:16 PM
>>> Try setting the override values "_dnis" and "_ani" in the ToExtVXML variables in the ICM script to force particular values into dnis and ani.
I’ve been using another way for years, but that’s an interesting way of doing it. Thanks.
Regards,
Geoff
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Paul Tindall on 03-04-2012 09:22:02 PM
Bill,
No, unfortunately it only applies to dnis and ani fields. This was implemented specifically to address the problem of not getting actual caller DNIS and ANI across to Studio applications called in pre-8.x comprehensive model. The config guide does give them a brief mention but it doesn't look clear enough as to how they're used.
Paul
Subject: Re: New Message from Bill Webb in Customer Voice Portal (CVP) - General Dis
Replied by: Janine Graves on 03-04-2012 09:35:16 PM
Hi Bill, What are you using ReqIcmLabel for? Students are always asking if anyone uses it in production, and for what purpose? Thanks, Janine On 4/3/2012 5:35 PM, Cisco Developer Community Forums wrote: ... -- Janine Graves
Subject: RE: Re: New Message from Bill Webb in Customer Voice Portal (CVP) - General
Replied by: Bill Webb on 04-04-2012 09:11:01 AM
Hi Janine!
I've used the element for a few things, but here's a couple good examples:
To check real-time information while running a "queue" application in CVP, for example, checking if there are still Agents logged in, is the emergency flag set, etc. I don't like the process of chopping up my queue applications into chunks so that they end up being scripted in ICM just like microapps would. For some cases, this is ok (like menus and such), but when it comes to queues, I want an app that will run and do the environment checks while it is running.
Another time I used it within an "Admin" application. This app provided multiple functions, so rather than having it run and collect some data, then go back to ICM to figure out which function had been chosen, etc., I used the ReqICMLabel for the Emergency and Meeting flag functions. This allowed me to first do a check to see what the current value was, and then do a subsequent "set" to change the value. This is where the modification to specify the DNIS came in, because I had a separate ICM script handling the requests and checking/setting the Global User Variables I had created.
I think there are probably plenty more uses for it, and I'll provide more examples as I think of them!
- Bill
Subject: RE: New Message from Bill Webb in Customer Voice Portal (CVP) - General Dis
Replied by: GEOFFREY THOMPSON on 04-04-2012 09:28:17 AM
>>>I don't like the process of chopping up my queue applications into chunks so that they end up being scripted in ICM just like microapps would.
I am totally the opposite. I want all queuing under control of ICM using microapps. I only go to CVP VXML for things I cannot do with microapps. I think microapps are totally underrated.
Regards,
Geoff
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 04-04-2012 11:32:37 AM
Philosophical differences aside ;-) you need to understand that when you use the ReqICMLabel element, that comes into ICM as a new call, so if you're setting a Call Type or trying to get any other call-specific information, then it is important to know there is essentially no tie between the inbound call and the ReqICMLabel call...
- Bill
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 04-04-2012 11:38:29 AM
On that note, actually (I wish I could "tag" a person in these forums!) - Janine, Paul, and anyone else who has thoughts about this:
What I just described is a bit of a limitation of the ReqICMLabel element, so it would be good to know if there could be any way to tie the 2 calls (2 Route Requests, really) together, so you could do things like set/change Call Types, get call-specific data like Call.TimeInQueue, etc...
I think it is an important discussion to open up - that is, use of the "ReqICMLabel" element in CVP Comprehensive model. The name might need to change, but the simple idea of having an element in Studio that could perform functions like the "Get Statistics" step in IP-IVR, and so much more, is really a powerful thing that shouldn't be overlooked.
My $0.02
- Bill
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 03-04-2012 05:22:52 PM
Thanks Bill.
Is there any way I can pass DNIS for UCM-originated calls? Any settings can be done for UCM-originated calls?
All I am trying to set call types by calling ReqICMLabel node.
Can I set call type using custom class?
Here is the log for my application, bolded line shows the exception error.
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,newcall,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,ani,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,areacode,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,exchange,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,dnis,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,uui,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,iidigits,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,SQL_QUERY1=SELECT cdsidnametelephoneNumberbldgbldgnamefordNTDomainbldgabbremailroomnumber FROM dbo.cds_download WHERE (cdsid | ?)
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,unit_code=PKS
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,SQL_QUERY=SELECT cdsidnametelephoneNumberbldgbldgnamefordNTDomainbldgabbremailroomnumber FROM dbo.cds_download WHERE (DTMF | ?)
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,callid=0031BA459359B1F75867070513565E6A
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,icm_key1=10279
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,env_code=PROD
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,INPUT_MIN=1
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,CONNECTION_NAME=MSSQL
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,dnis=1062143005
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,locale=en_US
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,ServerName=xxxxxxxxxxx
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,ani=3133230436
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,INPUT_MAX=9
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,group_code=SYS
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,icm_key2=150207
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,Subdialog Start_01,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.487,Subdialog Start_01,exit,done
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.487,Application_Modifier,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.487,Application_Modifier,exit,done
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.487,String Function_03,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,String Function_03,custom,StringFunction,REPLACE arg1(SELECT cdsidnametelephoneNumberbldgbldgnamefordNTDomainbldgabbremailroomnumber FROM dbo.cds_download WHERE (DTMF | ?)) arg2(|) arg3(=) => SELECT cdsidnametelephoneNumberbldgbldgnamefordNTDomainbldgabbremailroomnumber FROM dbo.cds_download WHERE (DTMF = ?)
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,String Function_03,exit,done
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,Audio_02,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.507,Audio_02,interaction,audio_group,initial_audio_group
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,Audio_02,exit,done
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,Decision_10,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,Decision_10,exit,ANI_FOUND
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,ReqICMLabel_ANI_Found,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,ReqICMLabel_ANI_Found,element,error,A custom element encountered an exception.
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,ReqICMLabel_ANI_Found,exit,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,,element,error,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.507,ReqICMLabel_ANI_Found,interaction,audio_group,initial_audio_group
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:11.112,,end,how,hangup
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:11.112,,end,result,normal
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:11.112,,end,duration,7
Subject: RE: New Message from Vivek Vadivel in Customer Voice Portal (CVP) - General
Replied by: GEOFFREY THOMPSON on 03-04-2012 05:30:16 PM
Is there any way I can pass DNIS for UCM-originated calls?
If integrated with ICM, just pass it down. I guess it’s a standalone?
Regards,
Geoff
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 03-04-2012 05:36:38 PM
Geoff,
I'm passing DNIS from ICM,
19.106.73.121.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,dnis=1062143005
it's comprehensive.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 03-04-2012 06:04:44 PM
Hi Bill,
Where do I get the ReqICMLabel class code?
Thanks.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 03-04-2012 07:11:50 PM
Thanks Paul. That worked!!
Now I am not getting ReqICMLabel exception error for UCM-originated calls.
Thanks a lot guys
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 03-04-2012 10:22:39 PM
Hi Paul,
After I did the way you said
>>> Try setting the override values "_dnis" and "_ani" in the ToExtVXML variables in the ICM script to force particular values into dnis and ani.
I am not getting ReqICMLabel exception error but do you know why element is erroring out? This error happens for UCM generated calls only.
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:37.922,ReqICMLabel_ANI_Found,enter,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar1,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar2,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar3,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar4,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar5,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar6,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar7,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar8,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar9,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar10,PROD
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,FromExtVXML0,C=CDSID|ani_found
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,FromExtVXML1,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,FromExtVXML2,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,FromExtVXML3,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,caller_input,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,exit,error
Above seems to be it is not geting DNIS for doDecision.
I should get something like this... below is not for UCM generated call
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,custom,doDecision,106409000119345
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar1,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar2,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar3,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar4,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar5,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar6,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar7,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar8,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar9,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar10,PROD
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,FromExtVXML0,C=CDSID|ani_found
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,FromExtVXML1,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,FromExtVXML2,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,FromExtVXML3,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,caller_input,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,result,106409000119345
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn1,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn2,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn3,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn4,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn5,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn6,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn7,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn8,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn9,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn10,PROD
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,exit,done
Thanks.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 04-04-2012 04:08:19 AM
Paul,
Just ignore my last question. I found the solution. All I had to create a valid DNIS number (say 5555555555) and assigned to _dnis in ICM then ReqICMLabel works for UCM-generated calls and CVP calls.
Thanks
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 04-04-2012 11:02:23 AM
I do the same thing, anything I cannot do in ICM only I do in CVP VXML.
While I am in VXML I need to set few call types for reporting that's why I am using ReqICMLabel and go back to VXML, finally use Subdialog return to send vxml data to ICM. In ICM I use the vxml data, queuing, etc.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Hemal Mehta on 04-04-2012 01:50:04 PM
I have used ReqICMLabel it for Admin scripts where I close or open a callcenter from CVP and also from ICM. It allowed to develop a pretty good way of controlling the closure of call centers during emergencies/unexpected shutdowns etc.
Hemal
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 04-04-2012 03:39:17 PM
Philosophical differences aside ;-) you need to understand that when you use the ReqICMLabel element, that comes into ICM as a new call, so if you're setting a Call Type or trying to get any other call-specific information, then it is important to know there is essentially no tie between the inbound call and the ReqICMLabel call...
- Bill
Bill,
I agree two calls we are dealing with.
But when icm script calls cvp vxml script I have the info (identifiers) from the 1st call in vxml script, so I can pass the info (identifiers) to
ReQICMlabel callvar 1 - 9, FromExtVXML0 -3, so when the 2nd call triggers a icm script I can check the passed values and able to set the call type based on passed value.
Regards, Vivek.
Subject: Re: New Message from Paul Tindall in Customer Voice Portal (CVP) - General
Replied by: Phani Venigalla on 11-04-2012 08:52:26 AM
Hi Paul,
I am facing challange at subdialoginvoke. When I try to send paremeters in
URI the router gets reload and application gets hang.
For more details please refer previous conversations...
Phani
On 11-Apr-2012 6:32 AM, "Cisco Developer Community Forums" <
cdicuser@developer.cisco.com> wrote:
> Paul Tindall has created a new message in the forum "General Discussion -
> All Versions":
>
> --------------------------------------------------------------
>
> Bill,
>
> I totally agree that ReqICMLabel is somewhat limited as it stands and the
> reason for that is in the name -- it does what the name suggests and what
> it was designed to do. However, it would be very useful to be able to
> access the original ICM script context and perform operations while leaving
> the VoiceXML session intact. This was something that was discussed with
> the CVP Engineering Team some time back but unfortunately didn't gain
> traction. It's certainly something I would like to see a solution for and
> I'd be interested to hear feedback on how important people regard it.
>
> Paul
> --
> To respond to this post, please click the following link:
>
> <
> http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/5434995
> >
>
> or simply reply to this email.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Paul Tindall on 11-04-2012 07:32:13 AM
Bill,
I totally agree that ReqICMLabel is somewhat limited as it stands and the reason for that is in the name -- it does what the name suggests and what it was designed to do. However, it would be very useful to be able to access the original ICM script context and perform operations while leaving the VoiceXML session intact. This was something that was discussed with the CVP Engineering Team some time back but unfortunately didn't gain traction. It's certainly something I would like to see a solution for and I'd be interested to hear feedback on how important people regard it.
Paul
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 13-04-2012 12:36:13 AM
Hi Paul -
I personally think there would be significant value in providing a mechanism in Studio that would allow access for the call in progress to gain access to data like you could within ICM Script Editor. For example, being able to query ICM for Call.TimeInQueue. If you could actually set/change the Call Type for the active call, that would be really special! Like I mentioned, I can make use of the existing ReqICMLabel at least for things like checking or setting the value of a Global Variable, or real-time data that is not call-specific (LoggedOn, RouterCallsQNow, etc.), but it is clearly not actually designed for this. It just happens to provide that functionality!
I also think the ability to have access to and assign values to Call Variables from within a Studio app would be pretty valuable as well. If you're using Studio to pull data from an external source or otherwise gather data, then it has to be put into the return variables (FromExtVXML and caller_input), sent back to ICM, and Script Editor nodes are then required to parse out and assign the data from the FromExtVXML array elements to respective Call Variables for desktop display, etc.
I look at CVP with Studio and UCCE like IP-IVR with UCCE - I still like ICM and Script Editor to be in the driver's seat making the big decisions and movements, but I like Studio for the "fine motor skills" tasks, where I can take advantage of the platform.
- Bill
Created by: Vivek Vadivel on 03-04-2012 03:44:52 PM
Our environment is comprehensive, we were able to use ReqICMLabel in our 7.5 cvp, now we upgraded to CVP 8.0. After the upgrade the ReqICMLabel is not working the way it was working in 7.5. Does anyone know how to make ReqICMLabel work in CVP 8.0 comprehensive environment?
Thanks in advance.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 03-04-2012 04:25:51 PM
There are some other good threads on the use of ReqICMLabel amongst these forums, but the long and short is that in CVP 7, ReqICMLabel sent "NA" for the Dialed Number to ICM. In 8.x, it sends the original DNIS for the call. This makes it even less friendly to use, IMHO, but it is what it is.
One thing to be aware of, though, is that for UCM-originated calls, your DNIS is likely to be null, which will throw an exception.
The last project I worked on, I used the ReqICMLabel to get real-time data and environment variables from ICM (and in some cases to set variables), which I think is the real power of the function, versus doing the back and forth nonsense with ICM. After discovering the changes I just described and the limitation for UCM-originated calls, I ended up deconstructing the Class from Cisco and building a new, custom one. In the process I actually found an error in the compiled Class - I'd need to check my notes to recall what it was, but I digress...
Bottom line - although it isn't supported, technically the use of ReqICMLabel in CVP Comprehensive isn't either, so I might consider taking a look at the Class and building a custom element that suits your needs in a Comprehensive environment.
- Bill
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 03-04-2012 05:35:05 PM
I didn't find one - I took the route of decompiling and recompiling the Class file for the ReqICMLabel element so that I could specify a DNIS value, and also have it always contain a default value...
- Bill
Subject: RE: New Message from Vivek Vadivel in Customer Voice Portal (CVP) - General
Replied by: GEOFFREY THOMPSON on 03-04-2012 05:44:16 PM
You are clearly not doing it specifically or it would show in the trace. Set ToExternalVXML[1] = “mydnis={Dialed Number from ICM}”
Regards,
Geoff
--------------------------------------------------------------------
Geoff Thompson Unified Contact Center Practice
Email: geoff@hp.com HP Technology Consulting
Phone: +1.408.447.4297 Hewlett-Packard Company
Mobile: +1.408.204.5297 19111 Pruneridge Ave, Cupertino, CA 95014
____________________________________________________________________
From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Tuesday, April 03, 2012 2:37 PM
To: cdicuser@developer.cisco.com
Subject: New Message from Vivek Vadivel in Customer Voice Portal (CVP) - General Discussion - All Versions: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Vivek Vadivel has created a new message in the forum "General Discussion - All Versions":
--------------------------------------------------------------
Geoff,
I'm passing DNIS from ICM,
xxxxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,dnis=1062143005
it's comprehensive.
--
To respond to this post, please click the following link:
<http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/5402542>
or simply reply to this email.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 03-04-2012 05:44:18 PM
The problem is the ReqICMLabel element is look at the call info "dins" field - the field shown in the 5th line of your log above, which unfortunately always gets passed as "NA" for UCM-originated calls.
This is one of the things they changed or "broke", in my opinion, with 8.x - when you look at the code, there is actually a check to see if the "dins" value is "NA" or "na" or null, etc. - if it is, then the element throws an exception. This is clearly a change from the previous versions.
- Bill
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Paul Tindall on 03-04-2012 06:37:26 PM
Try setting the override values "_dnis" and "_ani" in the ToExtVXML variables in the ICM script to force particular values into dnis and ani.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 03-04-2012 07:31:34 PM
Now that might have saved me a lot of work a few months ago, Paul! ;-) Actually, I needed the experience of breaking out of the standard element, but that is very good information to know, as it is certainly news to me.
Does that work for all of the standard fields (areacode, exchange, uui, etc.) where you just precede them with an underscore?
- Bill
Subject: RE: New Message from Paul Tindall in Customer Voice Portal (CVP) - General
Replied by: GEOFFREY THOMPSON on 03-04-2012 07:33:16 PM
>>> Try setting the override values "_dnis" and "_ani" in the ToExtVXML variables in the ICM script to force particular values into dnis and ani.
I’ve been using another way for years, but that’s an interesting way of doing it. Thanks.
Regards,
Geoff
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Paul Tindall on 03-04-2012 09:22:02 PM
Bill,
No, unfortunately it only applies to dnis and ani fields. This was implemented specifically to address the problem of not getting actual caller DNIS and ANI across to Studio applications called in pre-8.x comprehensive model. The config guide does give them a brief mention but it doesn't look clear enough as to how they're used.
Paul
Subject: Re: New Message from Bill Webb in Customer Voice Portal (CVP) - General Dis
Replied by: Janine Graves on 03-04-2012 09:35:16 PM
Hi Bill, What are you using ReqIcmLabel for? Students are always asking if anyone uses it in production, and for what purpose? Thanks, Janine On 4/3/2012 5:35 PM, Cisco Developer Community Forums wrote: ... -- Janine Graves
Subject: RE: Re: New Message from Bill Webb in Customer Voice Portal (CVP) - General
Replied by: Bill Webb on 04-04-2012 09:11:01 AM
Hi Bill, What are you using ReqIcmLabel for? Students are always asking if anyone uses it in production, and for what purpose? Thanks, Janine On 4/3/2012 5:35 PM, Cisco Developer Community Forums wrote: ... -- Janine Graves
Hi Janine!
I've used the element for a few things, but here's a couple good examples:
To check real-time information while running a "queue" application in CVP, for example, checking if there are still Agents logged in, is the emergency flag set, etc. I don't like the process of chopping up my queue applications into chunks so that they end up being scripted in ICM just like microapps would. For some cases, this is ok (like menus and such), but when it comes to queues, I want an app that will run and do the environment checks while it is running.
Another time I used it within an "Admin" application. This app provided multiple functions, so rather than having it run and collect some data, then go back to ICM to figure out which function had been chosen, etc., I used the ReqICMLabel for the Emergency and Meeting flag functions. This allowed me to first do a check to see what the current value was, and then do a subsequent "set" to change the value. This is where the modification to specify the DNIS came in, because I had a separate ICM script handling the requests and checking/setting the Global User Variables I had created.
I think there are probably plenty more uses for it, and I'll provide more examples as I think of them!
- Bill
Subject: RE: New Message from Bill Webb in Customer Voice Portal (CVP) - General Dis
Replied by: GEOFFREY THOMPSON on 04-04-2012 09:28:17 AM
>>>I don't like the process of chopping up my queue applications into chunks so that they end up being scripted in ICM just like microapps would.
I am totally the opposite. I want all queuing under control of ICM using microapps. I only go to CVP VXML for things I cannot do with microapps. I think microapps are totally underrated.
Regards,
Geoff
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 04-04-2012 11:32:37 AM
Philosophical differences aside ;-) you need to understand that when you use the ReqICMLabel element, that comes into ICM as a new call, so if you're setting a Call Type or trying to get any other call-specific information, then it is important to know there is essentially no tie between the inbound call and the ReqICMLabel call...
- Bill
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 04-04-2012 11:38:29 AM
On that note, actually (I wish I could "tag" a person in these forums!) - Janine, Paul, and anyone else who has thoughts about this:
What I just described is a bit of a limitation of the ReqICMLabel element, so it would be good to know if there could be any way to tie the 2 calls (2 Route Requests, really) together, so you could do things like set/change Call Types, get call-specific data like Call.TimeInQueue, etc...
I think it is an important discussion to open up - that is, use of the "ReqICMLabel" element in CVP Comprehensive model. The name might need to change, but the simple idea of having an element in Studio that could perform functions like the "Get Statistics" step in IP-IVR, and so much more, is really a powerful thing that shouldn't be overlooked.
My $0.02
- Bill
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 03-04-2012 05:22:52 PM
Thanks Bill.
Is there any way I can pass DNIS for UCM-originated calls? Any settings can be done for UCM-originated calls?
All I am trying to set call types by calling ReqICMLabel node.
Can I set call type using custom class?
Here is the log for my application, bolded line shows the exception error.
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,newcall,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,ani,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,areacode,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,exchange,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,dnis,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,uui,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,iidigits,NA
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,SQL_QUERY1=SELECT cdsidnametelephoneNumberbldgbldgnamefordNTDomainbldgabbremailroomnumber FROM dbo.cds_download WHERE (cdsid | ?)
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,unit_code=PKS
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,SQL_QUERY=SELECT cdsidnametelephoneNumberbldgbldgnamefordNTDomainbldgabbremailroomnumber FROM dbo.cds_download WHERE (DTMF | ?)
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,callid=0031BA459359B1F75867070513565E6A
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,icm_key1=10279
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,env_code=PROD
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,INPUT_MIN=1
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,CONNECTION_NAME=MSSQL
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,dnis=1062143005
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,locale=en_US
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,ServerName=xxxxxxxxxxx
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,ani=3133230436
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,INPUT_MAX=9
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,group_code=SYS
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,icm_key2=150207
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,Subdialog Start_01,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.487,Subdialog Start_01,exit,done
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.487,Application_Modifier,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.487,Application_Modifier,exit,done
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.487,String Function_03,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,String Function_03,custom,StringFunction,REPLACE arg1(SELECT cdsidnametelephoneNumberbldgbldgnamefordNTDomainbldgabbremailroomnumber FROM dbo.cds_download WHERE (DTMF | ?)) arg2(|) arg3(=) => SELECT cdsidnametelephoneNumberbldgbldgnamefordNTDomainbldgabbremailroomnumber FROM dbo.cds_download WHERE (DTMF = ?)
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,String Function_03,exit,done
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,Audio_02,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.507,Audio_02,interaction,audio_group,initial_audio_group
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,Audio_02,exit,done
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,Decision_10,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,Decision_10,exit,ANI_FOUND
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,ReqICMLabel_ANI_Found,enter,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,ReqICMLabel_ANI_Found,element,error,A custom element encountered an exception.
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,ReqICMLabel_ANI_Found,exit,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.503,,element,error,
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.507,ReqICMLabel_ANI_Found,interaction,audio_group,initial_audio_group
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:11.112,,end,how,hangup
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:11.112,,end,result,normal
xxxxxxxxx.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:11.112,,end,duration,7
Subject: RE: New Message from Vivek Vadivel in Customer Voice Portal (CVP) - General
Replied by: GEOFFREY THOMPSON on 03-04-2012 05:30:16 PM
Is there any way I can pass DNIS for UCM-originated calls?
If integrated with ICM, just pass it down. I guess it’s a standalone?
Regards,
Geoff
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 03-04-2012 05:36:38 PM
Geoff,
I'm passing DNIS from ICM,
19.106.73.121.1333483924472.30662.PHONE_KEY_SEARCH_dev,04/03/2012 16:12:04.472,,start,parameter,dnis=1062143005
it's comprehensive.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 03-04-2012 06:04:44 PM
Hi Bill,
Where do I get the ReqICMLabel class code?
Thanks.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 03-04-2012 07:11:50 PM
Thanks Paul. That worked!!
Now I am not getting ReqICMLabel exception error for UCM-originated calls.
Thanks a lot guys
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 03-04-2012 10:22:39 PM
Hi Paul,
After I did the way you said
>>> Try setting the override values "_dnis" and "_ani" in the ToExtVXML variables in the ICM script to force particular values into dnis and ani.
I am not getting ReqICMLabel exception error but do you know why element is erroring out? This error happens for UCM generated calls only.
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:37.922,ReqICMLabel_ANI_Found,enter,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar1,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar2,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar3,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar4,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar5,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar6,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar7,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar8,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar9,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,callvar10,PROD
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,FromExtVXML0,C=CDSID|ani_found
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,FromExtVXML1,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,FromExtVXML2,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,FromExtVXML3,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,data,caller_input,
xxxxxxxxx.1333504117875.31670.PHONE_KEY_SEARCH_dev,04/03/2012 21:48:38.422,ReqICMLabel_ANI_Found,exit,error
Above seems to be it is not geting DNIS for doDecision.
I should get something like this... below is not for UCM generated call
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,custom,doDecision,106409000119345
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar1,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar2,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar3,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar4,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar5,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar6,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar7,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar8,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar9,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvar10,PROD
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,FromExtVXML0,C=CDSID|ani_found
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,FromExtVXML1,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,FromExtVXML2,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,FromExtVXML3,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,caller_input,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,result,106409000119345
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn1,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn2,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn3,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn4,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn5,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn6,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn7,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn8,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn9,
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,data,callvarReturn10,PROD
xxxxxxxxx.1333503685239.31663.PHONE_KEY_SEARCH_dev,04/03/2012 21:41:25.785,ReqICMLabel_ANI_Found,exit,done
Thanks.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 04-04-2012 04:08:19 AM
Paul,
Just ignore my last question. I found the solution. All I had to create a valid DNIS number (say 5555555555) and assigned to _dnis in ICM then ReqICMLabel works for UCM-generated calls and CVP calls.
Thanks
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 04-04-2012 11:02:23 AM
I do the same thing, anything I cannot do in ICM only I do in CVP VXML.
While I am in VXML I need to set few call types for reporting that's why I am using ReqICMLabel and go back to VXML, finally use Subdialog return to send vxml data to ICM. In ICM I use the vxml data, queuing, etc.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Hemal Mehta on 04-04-2012 01:50:04 PM
I have used ReqICMLabel it for Admin scripts where I close or open a callcenter from CVP and also from ICM. It allowed to develop a pretty good way of controlling the closure of call centers during emergencies/unexpected shutdowns etc.
Hemal
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Vivek Vadivel on 04-04-2012 03:39:17 PM
Philosophical differences aside ;-) you need to understand that when you use the ReqICMLabel element, that comes into ICM as a new call, so if you're setting a Call Type or trying to get any other call-specific information, then it is important to know there is essentially no tie between the inbound call and the ReqICMLabel call...
- Bill
Bill,
I agree two calls we are dealing with.
But when icm script calls cvp vxml script I have the info (identifiers) from the 1st call in vxml script, so I can pass the info (identifiers) to
ReQICMlabel callvar 1 - 9, FromExtVXML0 -3, so when the 2nd call triggers a icm script I can check the passed values and able to set the call type based on passed value.
Regards, Vivek.
Subject: Re: New Message from Paul Tindall in Customer Voice Portal (CVP) - General
Replied by: Phani Venigalla on 11-04-2012 08:52:26 AM
Hi Paul,
I am facing challange at subdialoginvoke. When I try to send paremeters in
URI the router gets reload and application gets hang.
For more details please refer previous conversations...
Phani
On 11-Apr-2012 6:32 AM, "Cisco Developer Community Forums" <
cdicuser@developer.cisco.com> wrote:
> Paul Tindall has created a new message in the forum "General Discussion -
> All Versions":
>
> --------------------------------------------------------------
>
> Bill,
>
> I totally agree that ReqICMLabel is somewhat limited as it stands and the
> reason for that is in the name -- it does what the name suggests and what
> it was designed to do. However, it would be very useful to be able to
> access the original ICM script context and perform operations while leaving
> the VoiceXML session intact. This was something that was discussed with
> the CVP Engineering Team some time back but unfortunately didn't gain
> traction. It's certainly something I would like to see a solution for and
> I'd be interested to hear feedback on how important people regard it.
>
> Paul
> --
> To respond to this post, please click the following link:
>
> <
> http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/5434995
> >
>
> or simply reply to this email.
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Paul Tindall on 11-04-2012 07:32:13 AM
Bill,
I totally agree that ReqICMLabel is somewhat limited as it stands and the reason for that is in the name -- it does what the name suggests and what it was designed to do. However, it would be very useful to be able to access the original ICM script context and perform operations while leaving the VoiceXML session intact. This was something that was discussed with the CVP Engineering Team some time back but unfortunately didn't gain traction. It's certainly something I would like to see a solution for and I'd be interested to hear feedback on how important people regard it.
Paul
Subject: RE: ReqICMLabel Issue after CVP 8.0 upgrade
Replied by: Bill Webb on 13-04-2012 12:36:13 AM
Bill,
I totally agree that ReqICMLabel is somewhat limited as it stands and the reason for that is in the name -- it does what the name suggests and what it was designed to do. However, it would be very useful to be able to access the original ICM script context and perform operations while leaving the VoiceXML session intact. This was something that was discussed with the CVP Engineering Team some time back but unfortunately didn't gain traction. It's certainly something I would like to see a solution for and I'd be interested to hear feedback on how important people regard it.
Paul
Hi Paul -
I personally think there would be significant value in providing a mechanism in Studio that would allow access for the call in progress to gain access to data like you could within ICM Script Editor. For example, being able to query ICM for Call.TimeInQueue. If you could actually set/change the Call Type for the active call, that would be really special! Like I mentioned, I can make use of the existing ReqICMLabel at least for things like checking or setting the value of a Global Variable, or real-time data that is not call-specific (LoggedOn, RouterCallsQNow, etc.), but it is clearly not actually designed for this. It just happens to provide that functionality!
I also think the ability to have access to and assign values to Call Variables from within a Studio app would be pretty valuable as well. If you're using Studio to pull data from an external source or otherwise gather data, then it has to be put into the return variables (FromExtVXML and caller_input), sent back to ICM, and Script Editor nodes are then required to parse out and assign the data from the FromExtVXML array elements to respective Call Variables for desktop display, etc.
I look at CVP with Studio and UCCE like IP-IVR with UCCE - I still like ICM and Script Editor to be in the driver's seat making the big decisions and movements, but I like Studio for the "fine motor skills" tasks, where I can take advantage of the platform.
- Bill