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Forwarding call to Unity if IVR system is Down



We are using IPIVR Version 7.0 as a Voice Response Unity along with ICM 7.5, we wanted to know if both the IVRs goes down then we need to play the prompt through Unity that "all the Ports are busy".

We have created a System Call Handler in Unity and provide gave a number into the System Call Handler, the same number we have configured in CTI Route Point [Call Manager] under the option "

In Unity Connection 7.0 under System Call Handler we have configured Transfer Rule and under Transfer Rule we have configured transfer action to the Extension [the same which is configured in Call Manager] with transfer type as "Release to Switch". In System Call Hander we have saved a Wave file which needs to be played with the message "all the ports are busy".

Call is hitting the voice gateway router, but it is not getting forwarded to Unity Connection.


7 Replies 7

James Hawkins

Are you sure it is not getting forwarded to Unity Connection? - it could be that the Unity setup is incorrect.

I would try using the Port Status Monitor to see whether the calls are getting to Unity Connection

so basically your saying your using a test route point that isn't currently associated with the PG's right?

Because obviuosly if it is associated with the PG's and registered its not going to hit those forwards until its unregistered..

The thing is those Route points are registered to ICM not IP IVR...

In the scripts off the failed branch of the translation to VRU node, you need to put a label to transfer to the VM box you want..

Your going about this the wrong way,



Hi Chad,

Thank you for the direction you have provided, however, we are not using Generic PG we are using IPCC System therefore we are not using Translation route to VRU.

Let me further expand my issue. I wish to prompt the customer if IVR system is not available, the call should go to Unity and prompt the message to the customer in case of IVR Failure.

I found the option in Call manager if the CTI Route point is unregistered than you can forwand the call. However, I am not sure how to do that.

The option you will get under CTI Route Point DN configure.