Transfer to IVR campaign fails in UCCE 10.5

[Ion Cristian Radescu]

Hi guys,

I have a problem with a "Transfer to IVR" campaign in UCCE 10.5.

I have a "Transfer to agents" campaign working fine but I can't manage the other one. In "Transfer to IVR" campaign the customer is called but the dialer does not transfer the call to IVR when the call is answered.

As far as I found on this forum I have to do a Translation Route between MR PG and VRU, but I wasn't able to find a good doc to follow.

I configured one Translation Route as in the following picture but the router return "Labels = 0".

The router log:

22:59:45:266 rb-rtr Trace: (64 x 0 : 0 0) NewCall: CID=(151270,312), DN=1234, ANI=0XXXXXXXXX, CED=, RCID=5002, MRDID=1, CallAtVRU=1, OpCode=0.
22:59:45:266 rb-rtr Trace:     RCKSeqNum=-1, NIC_DN=.
22:59:45:266 rb-rtr Trace: CallType(5013, 118): Init CT_SL_Timer: Threshold(20 + 2)..
22:59:45:267 rb-rtr Trace: (64 x 0 : 0 0) RouteComplete:.
22:59:45:267 rb-rtr Trace:     Route: CID=(151270,312), Labels=0.
22:59:45:267 rb-rtr Trace: CallType(5013, 118): Deleting CT_SL_Timer..
22:59:45:267 rb-rtr Trace: (64 x 0 : 0 0) Dialog sending release call message to Routing Client ID(5002)..
22:59:45:267 rb-rtr Trace: (64 x 0 : 0 0) Deleting Dialog..

The call hangs in Translation Route to VRU step:

Any idea where can be the problem in this scenario?

Any help will be highly appreciated,

Cristian

[Chintan Gajjar]

Sip Dialer or SCCP?

[Ion Cristian Radescu]

SIP Dialer.

[Chintan Gajjar]

and are you using CVP or IP IVR for your VRU treatment?

[Ion Cristian Radescu]

Hi,

The solution is based on UCCE 10.5 with IP IVR and SIP Dialer in a virtual environment.

Thanks,

Cristian

[Reena Mundary · Accepted solution]

In Translation route configuration I see

1. your route is associated with a service which is configured with MRPG.Change it to VRU PG.

2. In your case the routing client for label is CCM PG, change it to MRPG. I m attaching the screenshot from my lab. hope it will help you.

[Ion Cristian Radescu]

Ok. Thank you for your answers.

It started to run but I have now another question: how can I configure this in a HA scenario with 2 IVRs. I only have one Route Point for Transfering to IVR in Campaign configuration.

[Chintan Gajjar]

You can do HA in Translation route node itself.

check if the Pg is online and truks idle >0 on consider if of translation route, if the condition doesn't satisfy choose another route for peer IVR.

[Ion Cristian Radescu]

Thank you all for your help.

Now everything works as it should.

[Chintan Gajjar · Accepted solution]

configure translation route on VRU PG, and label should go back to MR PG.

the label will finally sent to dialer and then to Voice gateway.

have a dialpeer for the same label on VG who is connected to Dialer, and point to to CUCM Route point.

the Route point will be also trigger on IP IVR and will have TR application associated with it. and finally the label sent to MR PG will come as DNIS on IVR PG.

this is how you will complete the Translation route.

its all round robin :)