See attached slide showing an example.
Paul

Attachments:

As in attached.

Attachments:

Dmitriy,
 
Screen shot attached.  Just use the concatenate function to build the right-hand-side of your set variable element.  BTW, there is a also a "~sub~" operation to do string substitution of part of a header but I don't think it's documented in the Config & Admin Guide.
 
Paul

Attachments:

Setting IVR-Handoff SIP Header.png (29.2k)

Hi Paul.
May I please ask you more help with IVR-Handoff? As I understand, you knows well cvp_bootstarp.tcl and bootstrap_ivrhandoff.tcl applications. I'm from Slovakia, and try to implement this IVR-Handoff trick (described in BRKCCT-2030 from Cisco Live London) in production. We have CVP 9.0, UCCE 9.0, 2911 VGW (IOS 15.2.2). That's why I need to know how to modify SIP-Header.
So I configured two ICM scripts - one main for agent selection and the other  one is for checking the transfer and IVR-Handoff (it is a simpliest script that plays just a wav-file, agent transfers calls to that script, after it plays greeting we expect return back to the same agent). So the customer calls to FXO port of VGW, then call must go to CVP/ICM and to agent. During a conversation the agent transfers call to another ICM script, after finishing this script the call must return back to the same agent.
To do this, I applied cvp_bootstrap.tcl at the incoming pots dial-peer, bootstrap_ivrhandoff.tcl was applied the incoming voip dial-peer which is selected for vxml-browser start (which is selected, when the label and the corellation ID is received from ICM). We see that cvp_bootstrap modifies the first SIP INVITE and adds a SIP-Header like this:
IVR-Handoff: 487958002
I successfully send it to ICM, and modify it (thanks to you), So during transfer call my GW receives SIP INVITE with such header :
IVR-Handoff: 487958002;invoke=true
But the caller is not switched to the second IVR script as expected. Agent press transfer, dials a number for the second ICM script (it is CTI Route point). We see second call leg, the customer is put on hold. But then our agent is put on hold as well and that's all. So caller is on hold, and agent is on hold too.
In the debug voice applicaton all I see that bootstrap_ivrhandoff is contacted. It tries to make a shunt call:
May 28 17:44:54.183: //626//TCL :/tcl_PutsObjCmd: CVP_IVRHANDOFF_BSTRP, IVR handoff mode, making shunt call to ingress gateway callback DNIS 487754354
then it says like that:
May 28 17:44:54.187: //-1//AFW_:/AFW_Leg_NewSetupRequest: SetupRequest Failed
May 28 17:44:54.187: //-1//AFW_:/AFW_Instance_DecrRefCount: Object: 0x3071A574, Type: Leg, RefCount: 0
May 28 17:44:54.187: //-1/23A4E78882C3/AFW_:LG-1:/AFW_M_Leg_Free:  
May 28 17:44:54.187: //-1/23A4E78882C3/AFW_:LG-1:/AFW_M_Leg_Free: LEG[-1     ][LEG_INIT(0)][Cause(0)]
May 28 17:44:54.187: //-1/23A4E78882C3/AFW_:LG-1:/decrementDialPeerCallStats: Decrementing call-stat to [-17], dial-peer [1]
May 28 17:44:54.187: //626//Dest:/DestSetup: 
May 28 17:44:54.187: Failed to setup call
May 28 17:44:54.187: //626//Dest:/DestValidatePreemptRequired:  
May 28 17:44:54.187: //626//Dest:/DestPeerPreemptRequired:  
May 28 17:44:54.187: //626//Dest:/DestPeerPreemptRequired: Checking peer [1] preemptSupport[0]
May 28 17:44:54.187: //626//Dest:/DestSetup: Destination setup failed rc(-14)
May 28 17:44:54.187: //626//Dest:/DestSetFailureCause: Change failure cause from 0 to 44
May 28 17:44:54.187: //626//Dest:/DestGetLpcorCorCause:  
May 28 17:44:54.187: //626//Dest:/DestDialPeerRotary: isLpcorBlock=0 lastFailureCause=44
May 28 17:44:54.187: //626//Dest:/DestSetupInitiate:  Dial peer rotary failed 
May 28 17:44:54.187: //626//Dest:/DestSetupInitiate: 
May 28 17:44:54.187:  : before setting failure to featvsa
May 28 17:44:54.187: //626//Dest:/DestSetupInitiate: 
May 28 17:44:54.187:  : after setting failure to featvsa
May 28 17:44:54.187: //626//Dest:/DestResetCallInfo:  
May 28 17:44:54.187: //626//Dest:/DestComplete: peer #:1 IW State IW_STATE_INIT, OB State OB_STATE_INIT
May 28 17:44:54.187: //-1//Dest:/DestStatusFromDiscCause: mapped "no requested circuit (44)"(44) to DEST_NO_RESOURCE(3)
And the caller is not switched to second script.
What may cause such behavior? Do we need to modify smth on tcl application, or can we use them as they are for this feature? Do we need any specific configurations on CVP, ICM. VGW for IVR-handoff? Are there any tricks in scripting (except SIP-header change)?
Any of your help will be much appreciated.
Thank you so much in advance.

Hi Paul,
 
 
Thank you very much for your fast reply and the document with the description of the required configuration. I've got your idea about the outgoing voip dial-peer. But how to configure that outgoing dial-peer if we have just one Voice Gateway (so Ingress Gateway and VXML Gateway are in the same device)? Is it possible to use just one gateway or for the IVR-Handoff two different gateways are mandatory?
 
If I understand it correctly, the destination pattern for this outgoing dial-peer must be 487......
 
In case of two gateways should I also configure incoming VoIP dial-peer in order to receive shunt call? If yes, is it necessary to configure cvp_bootstrap service on this new incomig dial-peer?
 
 
Here is our current gateway dial-peer and service configuration (please see the attachement).
 
Thank you once again in advance for your help.    

Attachments:

gw_ivr-handoff.txt (2.5k)

Hi Paul,
 
I've just returned from our customer's site. Thanks to you, your explanations and your doc - we successfully implemented the IVR-Handoff feature. I configured the additional voip dial-peer for shunt call, modified our ICM script, as it was explained in your doc and it began working!!! Once again thank you very much for your support and patience. This feature is really useful.
 
I would like to ask one more question about the feature. Now in our UCCE+CVP system it works like that:
1. Agent receives a call.
2. Agent presses Transfer buttoon on CAD or the phone
3. Agent transfers call to Handoff ICM/IVR script. The caller is put on hold by the agent.
4. IVR-Handoff switches the caller to IVR. The agent listens to hold music from GW flash.
5. After IVR script is finished the shunt call leg is disconnected.
6. Caller hears the hold music from CCM. The agent also hears the same music. 
7. If the Agent presses Resume button, he returns to the caller. Otherwise both of them receive MOH.
 
Is this planned behaivior? As far as I understand yes, because it is the Agent who puts the caller on hold at CCM. Am I right? Should the IVR-Handoff disconnect the shunt call and automatically resume the call from hold?
 
Have a nice evening and thank you for you help. I appreciate it ever so much.

Hi Paul,
Yesterday we successfully finished IVR-Handoff feature implementation at customer side. Everything works as described at BRKCCT-3030 and your docs.
Thank you so much for support! Well done!
BR,
Dmitriy.