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IPCC, CVP and 3rd Party IVR call flow.

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IPCC, CVP and 3rd Party IVR call flow.
Answer
2/16/10 10:46 PM
Hi,
 
I am putting together a solution for a customer who is running a GED125 compliant IVR in a Nortel environment. They are replacing the Nortel and going to UCCE 7.5 and CVP 7 but want to keep thier expensive ASR applications on the 3rd party IVR. My preference is to move the apps to CVP but this might be a no go.
 
I have specified a dedicated PG for the IVR and the usual Roggers/Agent PG/CVP servers.
 
I anticipate the callflow to be as follows.
 
Signalling - VG -> CVP -> IPCC -> IVR ->Agent
Call arrives at the VG and signals via h323 and the GK that a call has arrived, this signals CVP and onto IPCC to run a script. The script then delivers the call to the 3rd party which processes the call as expected. The call then needs to be delivered to an agent.
 
My expectation was that the call would hit a Translation route node to deliver the call to the IVR, then Run External script nodes in the IPCC script.
 
So how do I get the call back from the IVR and queue it at the VXML gateway or deliver to an agent? The IVR is only for Self service not queue. So I need to drop the call leg to the IVR before delivering to an agent or queuing with CVP.
 
Thanks
Bully
 
 
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RE: IPCC, CVP and 3rd Party IVR call flow.
Answer
3/29/10 8:53 PM as a reply to Alex Clay.
Alex,
 
We ran a similar solution, but the difference being our call landed on the Nortel IVR directly from the cloud, gets its routing decisions from ICM via Geotel & then does a *8 translation route to the CVP. So the VG comes into picture only at point when the IVR leg of the call is complete.
 
The biggest drawback was the dedicated pool of TFNs for the translation route since the IVR was outside the UCCE.
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