UCCX IVR - direct dial to extension

[kasper123]

I'm trying to build a simple IVR in UCCX that would allow the caller to either press "1", "2" etc. to connect to different extensions but I would also like the caller to be able to just enter the number of the extension he is calling and be connected to that extension. For instance if the caller presses 1221 to be connected to extension 1221.

I was able to get the part where the caller presses "1" or "2" and is redirected working but I'm unable to find a way to allow the caller to directly call the extension.

How can this be achieved?

Regards.

[Chintan Gajjar · Accepted solution]

simple way is to:

create a String variable

use step get digit string and store resulting string in above created variable

user call redirect step and provide same variable as input or redirect destination..

[djlundberg · Accepted solution]

Hello-

You can accomplish this by using the Get Digit String or Extended Get Digit String step.  You will need to configure the Filter tab with the input length equal to the number of digits in your extensions.  In the successful branch you will have a call redirect which sends the caller to the Result Digit String.

In the unsuccessful branch you will need to configure a switch string with branches for all of the single digit options and configure your call redirect step(s) accordingly.

I have attached an image of a quick example.

DJ

EDIT: Updated Image.

[kasper123]

Hi djlundberg

I have created a new String parameter called userInput and have setup a Get Digit String and when I enter a 3 digit extension I'm forwarded to the correct extension.

But I'm having trouble with the second part.
Let's say I want to be forwarded to directory number 725 if I press 1 and
be forwarded to directory number 950 if I press 2.

How should I configure the Switch string for this? I tried many combinations but I couldn't get it to work.

Regards.

[djlundberg]

Woops. Sorry, I totally spaced out when I did the configuration of the Call Redirect Steps for option 1 and 2.  You should actually set that to the extension you want it to go to rather than the userinput variable.  

DJ

[kasper123]

I noticed that but I still wasn't able to get it to work.

So when I call I get the prompt and press just "1". Since the Get Digit String expects 3 digits to forward to extension it will time out.

I have then setup the Switch String But I'm unsure how to configure this part. I think it should remember from previously that I have pressed "1" and forward to the appropriate directory number.

When configuring the Switch String it asks for Switch Value and for Values and Connections. What should I put there. Please see the attached screenshot

[djlundberg]

Hmm.  I tested this in my environment and the call fell to the unsuccessful branch rather than timeout.  If that's the case you should be able to move that logic into the timeout branch.  That maybe the case if you press the terminating digit.

See my screen shot for the Switch String configuration.  You will only be looking for the single digit input in your case.

DJ

[kasper123]

Thank you once again!

Regards.

[djlundberg]

You're welcome.  Glad you're up and going!

DJ

[kasper123]

I got it working :)

Attached is a screenshot in case someone in the future has the same problem.

Pressing "1" redirects to 725 and pressing "2" redirects to 950.

Thank you djlundberg and chintan gajjar.

Regards.