UCCX for IVR

Dear All,
I'm trying to deploy a IVR solution for group of company which are serve by one cucm and using UCCX.
prompt should be as follows.
1- Welcome prompt
2- dial by extension prompt (without press any digit)
3- press "0" for reception
for each company we should have separate welcome prompt and all above 3 steps.
each company have assigned separate PSTN numbers for reception and separate number levels (company A- 3XXX company B-5XXX).
Calls from outside to particular company (currently route only to the reception) should go through above steps and calls in between companies should be just 4 digit dial.
Please help with steps to deploy this kind of scenario.
Thanks,

Hi Gergely,
Thanks for your time on this.
I'm reading this document. and couldn't find how to integrate with cucm only for this IVR purpose.
most of the integrating documents I saw for contact center solution (in my situation I don't want agent, supervisor etc..)
I hope I need CTI port with reception extension in cucm to trigger my script.
Please can you share some steps on this integration (I can try for script with your guide)
Thanks.

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Recommended MDS9148 NX-OS for IVR

Hello,
In reference to your experience and Cisco recommendations, which MDS9148 NX-OS is the most appropriate for IVR functionality?
Regards,
Pawel

Hi.
I asked about recommended MDS9148 NX-OS version, because of surprising behaviour of IVR zones.
I've pasted content of my another post to this post and I've deleted the origin post.
What should I do, when I get the following CLI output:
Device 50:......:b0 - Unexpected PV global flags
Device 50:......:b0 Vsan: 100 - Unexpected per-VSAN PV flags
PVM: AFID:1 Vsan:100 Virtual domain:120 Pwwn: 50:......:b0 - Unexpected flags
PVM: AFID:1 Vsan:100 Virtual domain:120 Pwwn: 50:......:b0 - Adv Switch Mask & RSCN mask do not match
In result of this CLI output, IVR zone member 50:......:b0 is online in IVR zone (which communicate devices from VSAN X and VSAN Y), but is offline in VSAN X zone or in VSAN Y zone.
Any suggestions?
Regards
Pawel

Configuring Persistent FC IDs for IVR

Has anybody configured this for IVR ? I use persistent FC IDs for my regular VSANs because i have a couple of AIX boxes. I will also have a couple of them access storage via IVR, dynamic tracking is not enabled on the host so i am wondering if i should enabled persistent fc id for IVR ?
Thanks

Sure
Assuming a single MDS using vsan 1 and vsan 2, both vsans using domain ID 0x12.
HBA is pwwn1, Storage is pwwn2
config term
This is to export the storage array that resides in vsan 2, into vsan 1 as fcid 0xaa3344
ivr fcdomain database autonomous-fabric-num 1 vsan 1
native-autonomous-fabric-num 1 native-vsan 2 domain 0xAA
pwwn pwwn2 fcid 0xAA3344
This is to export the hba that resides in vsan 1, into vsan 2 as fcid 0x232323
ivr fcdomain database autonomous-fabric-num 1 vsan 2
native-autonomous-fabric-num 1 native-vsan 1 domain 0x23
pwwn pwwn1 fcid 0x232323
If there are multiple MDS in the IVR topology, these entries would need to be included in each of the IVR enabled MDS.
You can use CFS to form peers amongst the IVR enabled switches and then use the 'ivr commit' to propagate the config command to the other MDS.
In this example, domain ID 0x23 can not already exist in vsan 2, nor can any switch join vsan 2 using domain ID 0x23. The same is true for vsan 1 and domain 0xAA.
Lastly, this example does reflect overlapping vsan IDs. That is why both vsan 1 and 2 are in autonomous-fabric (AFID). Had there been multiple MDS, and overlapping VSAN numbers (IDs), then to use IVR, those overlapping VSANs must be configured in different AFIDs. Basically you can have a device in vsan 1, domain ID 0x12 and using IVR NAT have it zoned with another device, in another MDS, in vsan 1, using domain ID 0x12, as long as the vsans are in different AFIDs.
The intent is not to design SANs this way, but if you have case where 2 existing SANs need to have some devices communicate, and neither SAN can change the existing vsan numbers and domain IDs, there is a way to connect the 2 devices and let them remain in the same vsan keeping the same FCID.
I would always recommend putting these static entries in place, before creating and activating the IVR zoneset. I would not recommend adding in the static entries (unless they matched what was currently in use) , as I am not sure if the MDS would log out the devices to enforce the new static mappings. It may only use the database when the zoneset is activated, or it could put it into effect immediately.
-now you know what I know
Mike

Simple UCCX script for IVR,Welcome message then press 1 and press 2

Dear Experts;
I have uccx 10.5.
I want to write a simple IVR script as below.
Step-1- Welcome message.with press 1 for Sales and Press 2 for Marketing
step-2 User Press 1 then transfer the call to Sales Skill Group.
Step-3 User press 2 then transfer the call to Marketing Skill group.
My doubt is how to accept when user press 1 and match the value and then transfer the call to that skill group.
Really appreciate any link or script for this.
Regards
Debashis

Dear Martyn;
Thanks a lot that was very nice and valuable information.
just want to ask which palette i have to use to save the value 1 or 2 when user press 1 or 2.
I know using Menu we can create different Menu option.
After user press 1 it will go SALES skill group and if press 2 Go MARKETING Skill group.
Appreciate if you can help me in this regard.
Regards
Debashis

Looking for limits and comparison on UCCE vs UCCX for 300-400 agents cc

Hello all,
I am trying to find some comparison and qualifying info for my client who currently have under 300 agents and may go to 400 agents max. They have CUCM, IPCC 7.x and CVP all redundant etc.
I need some facts and documents to support if UCCX can (if it can) support upto 400 or so agents. I am neutral however I would like my client to lookinto this if it makes long term sense and short term ease in support. They only have about 20 or so call flows with limited data dips and screen pops. May be refreshing CM 4.x to 7.x soon along with icm, cvp etc.
I apprecite any quick feedback. You are welcome to send me direct at [email protected] as well.
Many thanks in advance.

Well UCCX supports 150 agents on a 7845 in either HA or in normal operation. So your already at 2-3 clusters of UCCX. The pricing for UCCE won't be much different. If they aren't going to grow much you could consider System CCE, but at the cost they are looking at having to spend regardless you might as well go UCCE / CVP in my book. IP IVR isn't even much cheaper anymore..
Cheers,
Chad

UCCX Outbound IVR Port License Requirements

Hi, trying to figure out how many Outbound IVR port licenses are needed.
UCCX dials out, call is answered with a live voice, UCCX transfers to Application Trigger. No agent available, call is queued. At this point 1 Outbound IVR license is used.
Agent becomes available and call is transferred to Agent. At this point is the licensed port returned or is the license consumed until the agent hangs up?
Thanks.

Hi Chris
I dont think the outbound license will be held till agent answers the call.
Here's when outbound licenses will be released:
1. Outbound subsystem calls a contact, live voice is detected, dialer does a refer to agents extension via gateway-sip trunk - CUCM. At this point, outbound port is free and agent takes the call
2. Outbound subsystem calls a contact, live voice is detected, dialer does a refer to IVR trigger. Outbound port is released. Here, the outbound contact is now connected to one of the inbound CTI ports which are associated to the IVR trigger
In summary, as soon as outbound port does a successful SIP Refer transfer, the outbound port is free to be used for next contact.
Regards
Shikhar

Can't use keypad for IVR during call

When I am in a call talking with an IVR system (the one that ask you to type numbers to select options), but keypad does not send these numbers out.
Instead it show them on the screen to allow me to use them for storing it as a new phone number.
How can I "tell" it to send them on the call?
I'm using X2 (with Hebrew S40 OS)

thanks, it worked, but the interface is very complicated, as I need to pass via few IVR selections, it is complex to go to this option every time.
Is there an option to make this the deafult way the phone will work? So every time I'm on a phone call and click a number it will be sent to the IVR system without the need to go to the DTMF menu

Service levels in UCCX- include IVR time?

I`ve been asked a question regarding Service Levels. Within UCCX the levels are set so if the service level is 10 and the % is set to 25% then we expect 25% of calls to be answered within 10secs however if you have IVR, option 1, press 2 etc should you not take into account any IVR. When I worked on Nortel Symposium you created sub scripts so when running Service Levels the actual script you report on was only used to offer the call to the Skill Set and was not configured with any IVR options so it was the service level- what are the options in UCCX do we add the IVR prompt so if the prompt is 10 sec long we would in the above situation make the Service Level 20 sec to give a true picture?
thanks

You should create a proof script, and tell us what you found out.
Here's an example:
startacceptdelay(15000)select resource connected end queued delay(30000)terminateend
Set your SLA to 10 seconds and 100%, then call this script with a ready agent. Now run a report and see if you made the SLA. If you made the SLA, that means you handled the call within 10 seconds, which also means, the time before the "select resource" step is not a part of the SLA.
Take it one step further: is the time the call is ringing on the Agent's phone a part of the SLA? i.e., RNA timer is 10 sec. and SLA is 5 sec.

TCL Application for IVR

I have a query regarding the Cisco IVR Project especially with the TCL Scripts. I use the ?show call application voice summary? (please see figure 1.0).
Questions:
1. Do I need to download the TCL Application in cisco.com and load it to the TFTP Server?
2. Are the TCL Scripts indicated below is built in on the Router? Or it only shows the supported applications that are compatible with the Router?
3. If any case that these TCL are installed on the Router, could it be possible to download it from the router instead of downloading it in cisco.com?
4. Can you help me about TCL Scripts? Though I read some documents there was still some lose ends and loop wholes that I need to clarify with you. Is there any programming (e.g. VXML) in using this? I?m really confused right now.
Figure 1.0
Internap-Philippines# show call application voice summary
name description
CTAPP Call Treatment Action Application
session Basic app to do DID, or supply dialtone.
fax_hop_on Script to talk to a fax redialer
clid_authen Authenticate with (ani, dnis)
clid_authen_collect Authenticate with (ani, dnis), collect if that fails
clid_authen_npw Authenticate with (ani, NULL)
clid_authen_col_npw Authenticate with (ani, NULL), collect if that fails
clid_col_npw_3 Authenticate with (ani, NULL), and 3 tries collecting
clid_col_npw_npw Authenticate with (ani, NULL) and 3 tries without pw
DEFAULT Default system session application
lib_off_app Libretto Offramp
Call Treatment Action Application - Version 1.0.
TCL Script Version 2.0 supported.
TCL Script Version 1.1 supported.
Voice Browser Version 2.0 for VoiceXML 1.0 & 2.0 supported.

Hi,
I began working on the B-ACD script and I can now obtain a return status on failure of transfer to an extension.
However, B-ACD uses a different technique for this, rather than setting up a new call leg, and conferencing, it simply hand-offs to the "default" application.
So, changes made to B-ACD may not be good for H.450, and viceversa.
Anyway, once I'm done with the mods, will post the script.
Hope this helps, if so please rate post!

Create and send email issue with UCCX/IP-IVR 8.0 script

Hi all,
I am facing issue with create and send email option with script. In my call flow there is an option to offer call to key in their phone number and script need to pass that phone number to supervisor as an email. I have created the script but every time when I key in the phone number is pass through the unsuccessful node. Please find the script as attachment.
Thanks and Regards,
Ashfaque

Hi How Yee,
Which version of UCCX/IPIVR you are using and what is the type of license? Because this feature is only supported with Premium License. Please check the UCCX data sheet from the below link.
http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-629807.html
You will get the information under "Integrated IVR Features with Server Software" of table:4.
Thanks and Regards,
Ashfaque.

Is there a setting in UCCX for long an agent phone rings before it sets him to NOT READY?

Greetings,
This is a new install, version 8.5.1.11..2-22, and we're in the testing phase. So, when calls are presented to an agent the phone rings for about 3 seconds (maybe 5) and then the agent is placed in the NOT READY state on the CAD and the call is presented to the next available agent. And the same thing happens, his phone rings for about 3 seconds (maybe 5) and then he's placed on NOT READY and if there is another agent the pattern repeats.
IF you have the phone set to auto-answer with speakerphone - the call connects
IF the agent is fast enough to answer via the CAD gui - the call connects
So, I'm thinking there must be a setting buried somewhere we've missed on how long the agent phone will ring before the system puts him on NOT READY. Or could it be something else?
Thanks for your time and attention!
Keith

The script is the culprit. So do I get credit for correctly answering my own question?

What should be done in UCCX for routing a call to a specific agent in a resource group ?

Hi guys,
I have yet another issue which is currently being faced by me the issue is that I have a UCCX 8.5, CUCM 8.5 and user tells that when dialling a particular extension a call needs to get routed to a specific group of agents and specifies that it should land to a particular agent first if the agent is not free it should land to any other agent in that specific skill group. But i also see that the particular DN is mapped to an clientname in UCCX this i confirmed by checking the clientname.xml file in UCCX. Now my question what actions are need to be taken to
1. when the DN is dialled after dialling the TFN the particular agent should get the call if the agent is available. (All agents are using Extension Mobility).
2. If the agent is not available the call should be routed to any other agent in the same resource group.

If using resource groups (as opposed to skills-based routing) you would modify the CSQ to use a Linear selection criteria. Following that you just order the resources with the most-preferred resource being at the top of the list.

Uccx 8.5.1 ivr-based outbound compaign

Hello,
I'm quite new with uccx. &I need some info about uccx 8.5.1 ivr-based outbound compaign.
1) When trying to create a new outbound ivr-based compaign, at some moment we have to enter the application trigger. That means that there a script whi gonna be used to make calls. what is the STEP ( in the uccx editor ) really used to pass calls ?
2) How come the script knows what is the number to call even if the administrator didn't yet created the outbound compaign neither imported the contacts ? the contact should be an parameter of the step ( Q1 ) , any details please.
3) Is it mandatory to have SIP gateway , if there no need to know if the called is an answerin machine or fax ,... JUST we need to know if the call succeded or failed?
4) the non support of MCS 7816 with uccx outbound ivr-based compaign concerns just the support or there is struct verification even in Lab installs ?
Thanks in adavance.

tka,
Did you get a resolution to your questions? We are implementing the same outbound campaigns and would like to know how you have been supported on your project.
We are specifically interested in the setup of the SIP gateway and the requirements therein (Question #3).
Thanks,
Dave

IVR Script for Voice Gateway !

Hi All
The following is my script for IVR. However, when User press "0" to operator, the system must wait for 7-10 seconds to forward "0" digit to CallManager.
How can I make Script forward immediately "0" digit to CallManager ?
==============================================================
proc act_Setup { } {
global flag
global param
set param(interruptPrompt) true
set param(enableReporting) true
set param(terminationKey) #
set param(interDigitTimeout) 1
set flag 1
leg proceeding leg_incoming
set dest [infotag get leg_dnis]
leg connect leg_incoming
set pattern(account) .+
leg collectdigits leg_incoming param pattern
media play leg_incoming flash:IVR.au
proc act_process_dtmf { } {
global flag
global param
set dtmf_pressed [infotag get evt_digit]
puts "Processing DTMF: $dtmf_pressed"
if {$flag == "0"} { return }
if { $dtmf_pressed == "0" } {
set flag 0
set dest "2000"
fsm setstate PLACECALL
puts "dest = $dest"
leg setup $dest callInfo leg_incoming
proc act_PromptCollect_acct1 { } {
global param
set status [infotag get evt_status]
puts "act_PromptCollect_acct1, status=$status"
if {$dest == "0"} {set dest "2000"}
puts "make call ... to Operator = $dest"
leg setup $dest callInfo leg_incoming
call close
proc act_CallSetupDone { } {
set status [infotag get evt_status]
puts "act_CallSetupDone, status=$status"
if { $status == "ls_000" } {
puts "Setup successful, start timer..."
} else {
puts "Setup unsuccessful"
call close
proc act_Cleanup { } {
puts "call close"
call close
set fsm(CALL_INIT,ev_setup_indication) "act_Setup GETDEST"
set fsm(GETDEST,ev_digit_end) "act_process_dtmf same_state"
set fsm(GETDEST,ev_collectdigits_done) "act_PromptCollect_acct1 PLACECALL"
set fsm(PLACECALL,ev_setup_done) "act_CallSetupDone CALLACTIVE"
set fsm(CALLACTIVE,ev_disconnected) "act_Cleanup CALLDISCONNECT"
set fsm(CALLDISCONNECT,ev_any_event) "act_Cleanup same_state"
fsm define fsm CALL_INIT
=================================================

try run this, with configuration:
service test flash:test_help.tcl
param debug 1
set myname "Help_TEST"
proc msgSend {str} {
global myname
global debug
if {$debug == 1} { puts "$myname $str" }
proc act_Setup { } {
global flag
global debug
global myname
set debug [string trim [infotag get cfg_avpair debug]]
msgSend "act_Setup"
set flag 1
leg setupack leg_incoming
leg proceeding leg_incoming
leg connect leg_incoming
media play leg_incoming flash:IVR.au
set param(enableReporting) true
set param(interDigitTimeout) 10
set param(dialPlan) true
set pattern ".+"
leg collectdigits leg_incoming param pattern
proc act_process_dtmf { } {
global flag
msgSend "act_process_dtmf"
set dtmf_pressed [infotag get evt_digit]
msgSend "Processing DTMF: $dtmf_pressed"
if {$flag == "0"} { return }
if { $dtmf_pressed == "0" } {
set flag 0
set dest "2000"
msgSend "dest = $dest"
leg setup $dest callInfo leg_incoming
fsm setstate PLACECALL
proc act_PromptCollect_acct { } {
global param
msgSend "act_PromptCollect_acct"
set status [infotag get evt_status]
set dest [infotag get evt_dcdigits]
msgSend "Status=$status"
if {$dest == "0"} {set dest "2000"}
msgSend "make call ... to Operator = $dest"
set callInfo(alertTime) 60
leg setup $dest callInfo leg_incoming
#call close ???
proc act_CallSetupDone { } {
msgSend "act_CallSetupDone"
set status [infotag get evt_status]
msgSend "act_CallSetupDone, status=$status"
if { $status == "ls_000" } {
msgSend "Setup successful, start timer..."
} else {
msgSend "Setup unsuccessful"
call close
proc act_Cleanup { } {
msgSend "act_Cleanup"
call close
proc act_Ignore { } {
set ev [infotag get evt_event]
msgSend "is ignoring event $ev"
set fsm(any_state,ev_disconnected) "act_Cleanup same_state"
set fsm(CALL_INIT,ev_setup_indication) "act_Setup GETDEST"
set fsm(GETDEST,ev_digit_end) "act_process_dtmf same_state"
set fsm(GETDEST,ev_collectdigits_done) "act_PromptCollect_acct PLACECALL"
set fsm(PLACECALL,ev_setup_done) "act_CallSetupDone CALLACTIVE"
set fsm(CALLACTIVE,ev_disconnected) "act_Cleanup CALLDISCONNECT"
set fsm(CALLDISCONNECT,ev_any_event) "act_Cleanup same_state"
set fsm(any_state,ev_any_event) "act_Ignore same_state"
fsm define fsm CALL_INIT

Hardware requirements for latest UCCX version.

Hello,
We are looking to implement UCCX for a small call center. We will have no more than 20 licences for user. What appliance will support this implementation or will we be able to provision our own server for this install?
Thanks,
Ryan

Ryan,
Here's a link to the UCCX Compatibility Matrix:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Your hardware requirements are going to vary depending on your version selection.
Further, the SRND includes a section that's more direct:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/design/guide/uccx80srnd.pdf
If you look in the Sizing Tools section, you'll see the MCS 7816 platform supports <50 agents with 30 BHCA ea (1500 call/hour peak).
Going a step further, the Compatibility Matrix shows UCCX 8.0 (as an example) as supporting the models MCS-7816-I3-CCX1
MCS-7816-I4-CCX.
However, USE THE SIZING TOOLS!
Hope this helps...

UCCX for IVR

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