Introduction This Document Provides Guidelines For Implementing Translation Routing

introduction this document provides guidelines for implementing translation routing with cisco ucce, cisco ipivr and cisco ucm environment.

Introduction
This document provides guidelines for implementing Translation Routing
with Cisco UCCE, Cisco IPIVR and Cisco UCM environment. This document
only serves as a guide, and does not cover all situations.
Requirements
Cisco recommends that you have knowledge of these topics:
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Cisco UCM
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Cisco UCCE
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Cisco IPIVR
Components Used
The information in this document is based on these software versions:
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Cisco United Communication Manager 5.0
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Cisco IPIVR 5.0
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Cisco UCCE 7.2
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.
Call Flow Abstract:
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Call arrives at UCCE on UCM PG (aka Agent PG) from the UCM (aka
Call Manager) via CTI Route Point.
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UCCE does translation route to IPIVR via different CTI Route Point
(Trigger).
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IPIVR accepts the call and requests instruction from UCCE for
voice treatment.
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UCCE detects agent available, reserves the agent and instructs
IPIVR to transfer the call to the agent.

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 10.
Figure 2 – ICM: Network VRU Configuration:

2.
Configure UCM peripheral and enable Post Routing.
3.
Configure VRU peripheral, enable Post Routing and set the Network
VRU as defined in step 1 under Advanced tab.
4.
Define Service for the VRU peripheral.
5.
Define Network VRU Scripts.
6.
Define Network Trunk Group and Trunk Group for VRU PG. Choose the
VRU routing client in Trunk Group and set the Peripheral number to
1.
Figure 3 – ICM: Network Trunk Group Configuration:

7.
Define the Translation Route.
Figure 4 – ICM: Translation Route Configuration:

Based on the ICM configuration, it will return another CTI Route Point
which is registered with the IPIVR.
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13:41:13 pg1A-jgw1 Trace: MsgRouteRequest: CID: -1 XRefID: 5
ConnDevID: 3001/0 CallingDev: 3001 CurrentRoute: 6050
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13:41:13 pg1A-jgw1 Trace: MsgRouteSelect: XRefID: 5 RouteSelected:
8102
IPIVR Configuration:
Once the IPIVR receives the call from ICM, it will request for
instruction from the ICM via VRU PG. In IPIVR, the CTI Route Point
that it received the call is called Trigger which will invoke an
embedded script. Complete the following steps to configure the IPIVR.
1.
Define Unified CM Telephony Call Control Group to the number of
ports available for translation routing. The Group ID needs to
match the Peripheral Number defined in Figure 3.
Figure 5 – IVR: Call Control Group Configuration:

2.
Create an application with the type set to Cisco ICM
Translation-Routing.
3.
Create Unified CM Telephony Triggers which are the same as labels
defined in the ICM. (Note: IPIVR creates the CTI Route Points and
associates it to the IPIVR Application User on the UCM, unlike as
in UCCE, where it needs to created on UCM)
Figure 6 – IVR: ICM Translation Route Application Configuration:

4.
Define and map the IVR scripts to the script name that ICM will
instruct the IVR once the translation route is complete.
Figure 5 – IVR: ICM VRU Script Configuration:

Following is the IPIVR (VRU) pim logs showing IPIVR requesting
instruction from ICM for the call and receiving instruction on which
IPIVR script to execute.
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13:41:13.842: VRU->PG: Service Control Message (= Message Type
47);
Request Instruction (= Subtype 6); DialogueID: (13) 0000000d;
SendSeqNo: (1)00000001
Trunk Group ID: (1) 00000001
Trunk Number: 2
Service ID: (2) 00000002
ANI: 1051
UUI: 12244277/1
Called Number: 8102
DNIS: 8102
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13:41:13.842: PG->VRU: Service Control Message (= Message Type
47);
Run Script Req (= Subtype 7); DialogueID: (13) 0000000d;
SendSeqNo: (1)00000001
Invoke ID: (1) 00000001
Script Name: CollectDigits.aef
Script Configuration:
ANI: 1051
Additional Notes:

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ICM sample script:

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IPIVR sample script: