Doubts with Routing Client / Run External Script node

[S N]

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

[S N]

Can anyone help

Thanks

Sathya

[Gergely Szabo]

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.

[Amer rajai Sha'er]

using UCCX with ICM is like using it as an IPIVR, IPIVR requires trasnlation route and not run external script.

[S N]

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