01-19-2016 02:48 PM - edited 03-14-2019 03:41 PM
Hi Experts,
I need clarification on the below scenario. It might me silly but I am confused.
Current Scenario:
We are using 8.5 ICM version and UCCX.
Call hits CUCM --> ICM -->Translation route to VRU --> play the prompt --> gets details --> Run External script ( where we match the number in Variable 1 ) --> goes to CRS script --> transfer the number to CUCM --> From CUCM through a SIP trunk we are passing a call to a third party CAD.
Intermittently, we are getting System Error prompt where we get ''currently unable to process your call please try again later'' at the Run External Script node.
I wanted to know ,
1 .What the ways to check this issue.
2. Can we pass the call directly through a label to CUCM instead of passing to UCCX then to CUCM.
3. Sending the call to UCCX and then to CUCM , will it consume IVR port ?
Thanks
Sathya
01-19-2016 10:52 PM
Can anyone help
Thanks
Sathya
01-20-2016 12:52 AM
Hi,
RE 1: take a look at the Route_Call_Detail and Termination_Call_Detail views on the ICM AW/HDS to see with what CallDisposition code the call ended. Also, you may want to take a look at the Router Log Viewer application to see any errors. Plus raise the logging level for the ctisvr service on the PG's interfacing the CUCM.
RE 2: yes, you can do that.
RE 3: a call is always established between two endpoints. You need to ask yourself: is one end of the call involving an IP IVR port (like playing a prompt). If so, then yes, a port is used. Otherwise, it is released and may be available for the next call.
G.
01-20-2016 06:31 AM
using UCCX with ICM is like using it as an IPIVR, IPIVR requires trasnlation route and not run external script.
01-20-2016 04:25 PM
Hi Amer,
Yes we are using translation route to VRU and for playing prompts and transferring calls to VRU we use run external script which runs the CRS script.
I wanted to know if we can change the routing request on the go.
Thanks
Sathya
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