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Hello my dear reader,

Welcome to my blog, which is dedicated to voice technologies. On its pages we will talk about the limitless world of telephony and network technologies.

We will focus on solutions and technologies in the area of IP-telephony (mostly on Cisco, but I will try to speak about the others too.). These are IP PBX based on Cisco Unified Communications Manager and Cisco Unified Communications Manager Express, Cisco contact centers, Cisco Voice Gateways, etc. Also, I will introduce you the news from the world of education: Cisco courses, my own developed training programs, our upcoming events, online learning.

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Friday, July 31, 2015

UCCE & CVP: Send To VRU Problem

Yesterday I faced a fairly common problem that occurs when ICM scripts are created. This problem is very common in deployments where ICM integrates with CVP. When a call comes an ICM script and the script comes to Send To VRU node, it gets to an unsuccessful terminal of Send To VRU, i.e. in fact this node does not process correctly, and the caller hears either busy tone, or the system error message.

This problem is easy to track with the monitor mode of the script:


On the screenshot you can see that 3 calls were made, and all 3 went into an unsuccessful terminal of the Send To VRU node. Then the script returned the label 92929292 to CVP, which says Voice XML gateway to play a system error message.

There are too many reasons that can cause this behavior of the script. Mainly they appear due to ICM configuration errors. Despite the seeming simplicity of the script, the processing of the Send To VRU node is quite complicated, and it is fully described here:

http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-customer-voice-portal-901/116178-technote-cvp-00.html

As you can see, it's not as easy as it seems. Therefore, to find out the reason of such behavior, you need to carefully check all the settings that can affect the processing of the call when it passes the Send To VRU node. In my case the student forgot to set up the field Customer for Dialed Number settings. His configuration was something like this in his ICM:


The field Customer determines, which VRU (IVR) will be used during the call (you can have not only one VRU in the system). If Customer is not specified, the system does not simply know, which VRU to use, and the call is not processed and sent to an unsuccessful terminal accordingly.

Correct configuration is here:


After configuration changes script began to work properly:


Good luck and wish you all a nice day.

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