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Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mode ?

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Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mode ?
Answer
6/24/11 6:58 PM
The CVP setup up for standalone mode and there is a need to do TBCT or DTMF transfer on ingress gateway ?
I know we might be able to do it in comprhensive mode becasue we can place Survivability.tcl script on incoming DID dial-peer, but standalone mode we cannot do this. I placed a simple script to do TBCT(or collect DTMF to do transfer) in front of CVPSelfservice script, it don't like it either (call first trigger my TBCT script the route to CVPSelfservice.tcl), eventually call got disconnected my TBCT script has no chance to collect the DTMF from agent phone. (phone got disconnected once oicked up or route got rebooted)
 
Thanks !

 


 
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
6/27/11 8:16 PM as a reply to Yaw-Ming Chen.
Hi,

Can you review the details in ¿Chapter 12 Transferring and Queuing Calls with Unified CVP¿ section "Call Survivability" in our Config and Admin guide.

It discusses how to use/ configure the survivability features in both Standalone and Comprehensive deployments.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp8_5/configuration/guide/ConfigAdminGuide_8.5.pdf
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
6/30/11 4:43 AM as a reply to Stacy Johnson.
Thank you for your help,

I saw
Transferring Calls Using Unified CVP in Comprehensive Mode.............................................................377
But I am interested in standalone mode, I couldn't find it.

Any way I just need a Yes or No answer.

Question is this:
CVP is standalone mode and like to trigger the transfer from agent phone, not from softkey but enter *8 or some DTMF digits to trigger TBCT or any type of transfer. Is it possible ? Yes ? No ?

Thanks !
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
6/30/11 10:42 AM as a reply to Yaw-Ming Chen.
It's a "Yes, but ..." answer.

Yes, but you would need to use a custom Call Studio transfer element that will listen for digits on the agent leg during that phase of the call flow. Once you have the digits and return control to the script then you can perform whatever flavour of transfer you wish as described in the CVP Config Guide section "Using Takeback and Transfer in VoiceXML Scripts".
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
7/1/11 7:49 PM as a reply to Paul Tindall.
Hi Paul,

that is an interesting idea. Can you share a bit more on how you have done it or see it being implemented? Here is what I see ...

Custom Transfer element actually utilizes the grammar functionality to listen for the dtmf tones? There would be specific grammar listening for the dtmf sequence ...

In the custom element different grammar matches would have different exit states and in CVP when those matches occur the transfer element will exit out a specific one and then the transfer can be completed for TBCT.
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
7/4/11 1:56 AM as a reply to Kishore Pardasani.
Kishore,

I would always do this type of customisation by handing-off the call leg to TCL for the duration of the transfer as it gives far more control over what's possible and the specific enhanced transfer signalling. This is the same mechanism as we use in the custom MakeCall and ParkCall elements. I'm not sure it's possible to enable tone detection on the outgoing leg using VoiceXML while a transfer is in progress although it is possible using the cisco-longpound attribute to enable DTMF-# detection on the incoming call leg so that a caller can interrupt and terminate a bridged transfer and be returned to the script for additional interaction. I have used custom transfers via TCL to pass digits in both directions on the transferred leg, sending a digit string as context when the called party answers and receiving another digit string back as an outcome prior to the far-end disconnecting. If there's interest I'll see if I can publish a sample.

Paul
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
7/5/11 2:15 PM as a reply to Paul Tindall.
Absolutely!
That would be great if you could publish a sample ... thanks in advance
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
7/5/11 3:21 PM as a reply to Kishore Pardasani.
OK, will do.

While on the subject of samples published for download, it would be really helpful to get a bit more feedback from the community as to how useful custom samples like the CVP Standalone Outbound and Call Parking elements have been. Without that it's hard to gauge whether it's effort well spent.
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
7/5/11 3:48 PM as a reply to Paul Tindall.
I am using the Call Parking at a pilot customer today! They are extremely helpful.
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
10/28/11 9:19 PM as a reply to Paul Tindall.
Paul,

Did you ever publish the aforementioned samples anywhere? With regard to your question about the usefulness of custom element samples; I would second Kishore in saying they are extremely useful.

Thanks, Mike
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
10/31/11 9:32 PM as a reply to Michael Aossey.
Mike,
 
I was intending to publish a custom transfer element to perform DTMF interchange on CDN but the documentation is the thing that still needs doing.  However, it's pretty self-explanatory, especially for anyone who's already tried the Parkcall sample so I've attached the files here.  This sample allows you to send a digit string to the transfer destination when it answers and will collect a digit string back from the destination, optionally terminating the transfer when the required digit pattern match is satisfied.
 
Let me know how it goes and I'll aim to have it added to the CDN downloads section.
 
Paul
Attachments:
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
5/16/12 1:34 AM as a reply to Paul Tindall.
Mike,
 
I was intending to publish a custom transfer element to perform DTMF interchange on CDN but the documentation is the thing that still needs doing.  However, it's pretty self-explanatory, especially for anyone who's already tried the Parkcall sample so I've attached the files here.  This sample allows you to send a digit string to the transfer destination when it answers and will collect a digit string back from the destination, optionally terminating the transfer when the required digit pattern match is satisfied.
 
Let me know how it goes and I'll aim to have it added to the CDN downloads section.
 
Paul

Hi Paul,
Im using you TCLTrasnfer script and everything works fine except that we need to add a small delay before sending the dtmf out to the calling number. I actually tried to modify your scrit and a delay in forward_digits {} like "timer start named_timer 5 timer_1" but that doesnt seem to work and the dtmf is being sent out right away. Do you know if there is a way to actually make this delay happen? Thanks in advance.
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
5/16/12 10:10 AM as a reply to Arvand Owji.
Arvand,
 
What type of delay control are you looking for?  Do you need just a pre-DTMF delay or something more sophisticated like commas in the digit string to introduce N msec delay per comma?
 
Paul
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
5/16/12 2:51 PM as a reply to Paul Tindall.
Arvand,
 
What type of delay control are you looking for?  Do you need just a pre-DTMF delay or something more sophisticated like commas in the digit string to introduce N msec delay per comma?
 
Paul

Paul, a simple pre-DTMF would most liekly do the job. I had few faild attempt of intoroducing delay to the foreward_digits() proc. I added "timer start named_timer 5 timer_1" to the proc but that didnt work. I also tried to add coma to the begnining of the DTMF but that didnt intoriduce any delays either. Please let me know if there is any other thing we can do to add the delay? Thanks alot.
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
5/16/12 4:23 PM as a reply to Paul Tindall.
Paul,
Its obvious the way i had the named_timer setup was wrong. looking at the TCL programming guide, im seeing how this might have been setup in FSM. Does it make sense to do it this way:
1- Removing the call to forward_digits and enable_digit_collection from outbound_setup_done
2- add a named timer for 5 sec to outbound_setup_done
3-add the enable_digit_collection to forward_digits proc
4- add a new FSM after ev_setup_done that on timer expiry calls the forward_digits.

.
.
.
#--------------------------------------------------------------------------
# OUTBOUND CALL SETUP COMPLETED
#--------------------------------------------------------------------------

proc outbound_setup_done { } {
global tr_dst tr_leg vxml_leg

log_event_call
set status [infotag get evt_status]

set status_str [string map {ls_000 connected
ls_002 answer_timeout
ls_004 invalid_number
ls_007 busy } $status]

if {$status == "ls_000"} {
set legs [infotag get evt_legs]
set tr_leg [lindex $legs 0]

if {$vxml_leg == $tr_leg} {
set tr_leg [lindex $legs 1]
}

puts -nonewline "CVP_TCLXFER, caller (leg $vxml_leg) connected to $tr_dst (leg $tr_leg)"
timer start named_timer 5 timer_1

} else {
puts -nonewline "CVP_TCLXFER, call to $tr_dst failed, status $status ($status_str)"
handoff return $vxml_leg -s $status_str
}
}
#-----------------------------------------------------------------------------
# FORWARD DTMF DIGIT STRING
#-----------------------------------------------------------------------------


proc forward_digits { } {


global tr_leg tr_snddtmf

set diglen [string length $tr_snddtmf]

for {set d 0} {$d < $diglen} {incr d} {

set dig [string index $tr_snddtmf $d]
leg senddigit $tr_leg $dig
puts -nonewline "CVP_TCLXFER, sent digit $dig on call leg $tr_leg"
}
enable_digit_collection
}
.
.
.
set FSM(DIALING,ev_setup_done) "outbound_setup_done,SETUP_DONE"
set FSM(any_state,evt_timer_1) "forward_digits,same_state"
.
.
.
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
5/16/12 5:45 PM as a reply to Arvand Owji.
Arvand,
 
Yes, that's pretty much how it works although your state machine has an invalid event in it and you also need to make sure the timer is cancelled before trying to return to VoiceXML if the far-end disconnects during the outpulse delay.
 
I've attached my version and included an extra setting in the Studio element to configure the outpulse delay.  If it does transpire that you need to modify the DTMF tone parameters then it's a bit more complicated but can be done.
 
Paul
Attachments:
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
5/17/12 5:29 PM as a reply to Paul Tindall.
Arvand,
 
Yes, that's pretty much how it works although your state machine has an invalid event in it and you also need to make sure the timer is cancelled before trying to return to VoiceXML if the far-end disconnects during the outpulse delay.
 
I've attached my version and included an extra setting in the Studio element to configure the outpulse delay.  If it does transpire that you need to modify the DTMF tone parameters then it's a bit more complicated but can be done.
 
Paul

Thanks Paul, It actually works good. There is one problem though which may not be neccessarily the tcl fault. The max number of dtmf digits we could send out was 7. If we send anythingthing mroe than 7, they will be chopped off to 7 digits. Seems a bit odd as the calling GW shows 9 digits being sent out but the reciving end gets only 7. We are in process of checking the reciving GW to see if we can find anything but has this ever happen to you before? Thanks.
 
Arvand
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
5/17/12 5:56 PM as a reply to Arvand Owji.
Good to hear it's working.  There's nothing in the Java or TCL that will specifically limit the digit length.  I tried it with a long digit string and the gateway trace shows it's OK.
 
.May 17 18:44:38.665: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, assumed control of call with argument: <dest=4018 rna=30 cli=22334455 dtmf=1234569876540123456 pause=4 pattern=99.. disc=true reco=true>
.May 17 18:44:38.681: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, event ev_proceeding on call leg 566572
.May 17 18:44:38.877: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, event ev_alert on call leg 566572
.May 17 18:44:45.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, event ev_connected on call leg 566572
.May 17 18:44:45.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, event ev_setup_done on call leg 566572 566568
.May 17 18:44:45.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, caller (leg 566568) connected to 4018 (leg 566572)
.May 17 18:44:45.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, digit outpulse paused 4 secs on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 1 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 2 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 3 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 4 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 5 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 6 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 9 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 8 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 7 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 6 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 5 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 4 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 0 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 1 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 2 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 3 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 4 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 5 on call leg 566572
.May 17 18:44:49.137: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, sent digit 6 on call leg 566572
.May 17 18:45:08.842: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, digit collection completed with status <cd_005>
.May 17 18:45:08.842: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, digits <9941> collected
.May 17 18:45:08.842: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, digit pattern matched, disconnecting transfer leg
.May 17 18:45:08.846: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, event ev_destroy_done received
.May 17 18:45:08.846: //566568//TCL :/tcl_PutsObjCmd: CVP_TCLXFER, handoff return with argstring <pattern_matched,9941>

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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
5/24/12 10:03 PM as a reply to Paul Tindall.
Paul, could you perhaps share your GW config with us? We did alot of digging and still cant figure out why our receiving end, receives only the first 7 digits. In the outbound GW we see 9 digits gone out, but the inbound GWs show only 7. There might be something in our GW missing...Thanks.
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RE: Can we do TBCT or *8 DTMF transfer on ingress gateway in standalone mod
Answer
5/24/12 10:17 PM as a reply to Paul Tindall.
Also, is there any debug you recommend to run against the gw to troubleshoot this? Thanks.
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