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Introduction This document provides guidelines for implementing VRU transfers with Outbound (SIP based) in Cisco UCCE with Cisco CVP environment. This document only serves as a guide, and does not cover all situations.
Requirements Cisco recommends that you have knowledge of these topics:
• Cisco UCCE (with Outbound Feature) • Cisco CVP • Cisco Gateways
Components Used The information in this document is based on these software versions:
• Cisco CVP 8.0(1) • Cisco UCCE 8.0(2) • Cisco Gateway IOS 15.1(1)T
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration.
Helpful Suggestion: As Outbound and CVP are complex features and products. It is suggested to configure them separately and then use this document to understand the bigger picture on steps required to integrate the products together.
Call Flow Abstract:
• Outbound contacts are loaded in the configuration. • Campaign Manager sends the contacts to the dialer to be called. • Dialer places the call via the gateway which detects voice. • Dialer via Media Routing PG sends NEW_TASK to ICM. • ICM does translation routing and sends label to MR PG for the dialer to setup call
to CVP via gateway. • CVP accepts the call and requests instruction from ICM for voice treatment. • ICM sends Temporary Connect to setup VXML call leg. • CVP sends another Request Instruction and receives instructions from ICM.
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Outbound Configuration: Complete the necessary steps in order for the Outbound dialer to place a call to the contact. Please refer to the Outbound configuration guide for reference.
• Set the ‘After AMD and for transfer to IVR campaign’ to with MR PG. This will send the initial translation routing to CVP.
DIALER: (IVR) ---> Dialing, phone: [4692550295], port: 000, ring timeout: 32, state: PORT_DEVICE_ATTRIB Trace: initialRequest - SipReq: INVITE 4692550295@1e13a9b54-313eb330 tid=2668d54c2a086924 cseq=INVITE contact=3000 / 1 from(tu)Trace: (IVR) Transferring Customr port: 000, to IVR route point: [9998] MR PIM: Message = NEW_TASK; Length = 197 bytesDialogueID = (3) Hex 00000003 SendSeqNo = (1) Hex 00000001 MRDomainID = (1) Hex 00000001CiscoReserved = (0) Hex 00000000ScriptSelector: 9998 CallOriginated: D
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necessary steps in order for the Outbound dialer to place a call to the contact. Please refer to the Outbound configuration guide for reference.
Set the ‘After AMD and for transfer to IVR campaign’ to UCCE DN associate. This will send the initial NEW_TASK message to UCCE for
translation routing to CVP.
> Dialing, phone: [4692550295], port: 000, ring timeout: 32, state: SipReq: INVITE [email protected] cid=1309064d-ce63f018
313eb330 tid=2668d54c2a086924 cseq=INVITE contact=3000 / 1 from(tu) Trace: (IVR) Transferring Customr port: 000, to IVR route point: [9998]
Message = NEW_TASK; Length = 197 bytes
MRDomainID = (1) Hex 00000001 CiscoReserved = (0) Hex 00000000
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necessary steps in order for the Outbound dialer to place a call to the
associated NEW_TASK message to UCCE for
ce63f018-
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Figure 1 – Outbound: Campaign Configuration:
ICM Configuration: Complete these steps in order to set and return Translation Route label (UCM CTI Route Point) from ICM to IPIVR via UCM:
1. Define a Network VRU as Type 2 or Type 10 2. Configure MR peripheral with Post Routing enabled and select the Network VRU
as defined in step 1 under Advanced tab. 3. Define Service for the VRU peripheral and a route. 4. Define Network VRU Scripts.
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5. Define Network Trunk Group and Trunk Group for VRU PG. Choose the VRU routing client in Trunk Group and set the Peripheral number to 200. (It needs to match in the CVP configuration)
Figure 2 – ICM: Service Configuration:
Figure 3 – ICM: Network Trunk Group Configuration:
6. Define the Translation Route.
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Figure 4 – ICM: Translation Route Configuration:
Based on the ICM configuration, it will return a label which is defined in the CVP.
MR PIM: Message = DO_THIS_WITH_TASK; Length = 214 bytes DialogueID = (3) Hex 00000003 SendSeqNo = (1) Hex 00000001 IcmTaskID = 149738:53708400: 1 SkillGroup = Undefined Service = (5023) Hex 0000139f Agent = Undefined AgentInfo: Label: 3001 DIALER: 14:58:23 Trace: (IVR) MR target acqusition succeeded for port: 000, state: GET_TARGET, target: 3001 14:58:23 Trace: (SIP) Transfer, port: 000, phone 3001
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Gateway Configuration: dial-peer voice 3000 voip destination-pattern 3... session protocol sipv2 session target ipv4:14.128.92.123:5060 voice-class codec 1 voice-class sip rel1xx supported "100rel" dtmf-relay rtp-nte h245-alphanumeric h245-signal CVP Configuration: Once the CVP receives the call from gateway, it will request for instruction from the ICM via VRU PG. Complete the following steps to configure the CVP. 1. Define Translation Routed DNIS Pool to the number of ports available for translation
routing. The Pre-routed Cal Trunk Group ID needs to match the Peripheral Number defined in Figure 3.
Figure 5 – IVR: Call Control Group Configuration:
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Following is the CVP (VRU) pim logs showing CVP requesting instruction from ICM for the call and receiving instruction on setting up call leg with VXML gateway. VRU->PG: Service Control Message (= Message Type 47); Message Length 100 bytes Request Instruction (= Subtype 6); DialogueID: (57) 00000039; SendSeqNo: (1)00000001 Trunk Group ID: (200) 000000c8 Trunk Number: 0 Service ID: (2) 00000002 ANI: 4692550295 DNIS: 3001 Call GUID: 0AB988E31000012D374714F40E805C7B PSTN Trunk Group ID: 14.128.128.22 PSTN Trunk Group Channel Number: (2147483647) 7fffffff PG->VRU: Service Control Message (= Message Type 47); Message Length 99 bytes Temporary Connect (= Subtype 30); DialogueID: (57) 00000039; SendSeqNo: (1)00000001 Label: 7778889999 CorrelationID: 2 RouterCallKey: (53708400) 03338670 RouterCallKeyDay: (149738) 000248ea RouterCallKeySequenceNumber: (0) 00000000 Call GUID: 0AB988E31000012D374714F40E805C7B VRU->PG: Service Control Message (= Message Type 47); Message Length 110 bytes Request Instruction (= Subtype 6); DialogueID: (58) 0000003a; SendSeqNo: (1)00000001 Trunk Group ID: (200) 000000c8 Trunk Number: 1 Service ID: (2) 00000002 ANI: sip:[email protected]:5060 DNIS: 7778889999 CorrelationID: 2 Call GUID: 0AB988E31000012D374714F40E805C7B PG->VRU: Service Control Message (= Message Type 47); Message Length 123 bytes Run Script Req (= Subtype 7); DialogueID: (58) 0000003a; SendSeqNo: (1)00000001 Invoke ID: (1) 00000001 Script Name: PM,pleasewait.wav Script Configuration: RouterCallKey: (53708400) 03338670 RouterCallKeyDay: (149738) 000248ea RouterCallKeySequenceNumber: (2) 00000002 Call GUID: 0AB988E31000012D374714F40E805C7B
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Additional Notes: ICM Router: Trace: (3 x 0 : 0 0) NewCall:CRSCallID=(149738,53708400) dn=9998 ani= ced= Trace: RCID=5007 RCKSeqNum=-1 MRDomainID=1 OpCode=0 CallAtVRU=1 NICdn= Trace: TranRouteToVRU: 5023 1 5023 Trace: (3 x 0 : 0 0) TranRouteToVRU: Label=3001 CorrelationID=1 VRUID=5001 Trace: (3 x 0 : 0 0) Correlation id for dialog is (1). Trace: Dialog (57) has a PeripheralTarget correlationID (P5035) mapped to correlationID 1. Trace: (3 57 1 : 0 0) RequestInstr: CRSCallID(149738,53708400) callstate=1. Trace: (57 57 1 : 0 0) Dialog initiating 2nd phase of transfer. Trace: (57 57 1 : 0 0) Correlation id for dialog is (2). Trace: (57 57 2 : 0 0) TransferToVRU: Label=7778889999 CorrelationID=2 VRUID=5001 Trace: (57 57 2 : 0 0) TransferConnect sent. Dialog pending. Trace: (57 58 2 : 0 0) RequestInstr: CRSCallID(149738,53708400) callstate=1. Trace: (57 58 2 : 0 0) Dialog resuming (Request Instruction received.) status (0) Trace: (57 58 2 : 0 0) Runscript sent. Dialog pending.
• ICM sample script:
Alternative Approach: If preserving and passing ECC variables is not required, a default label can be set in the ICM which the dialer will use to transfer the call to CVP via the gateway. There is no extra configuration required on the CVP and every call will appear to the CVP/UCCE as a new call.
