Cisco UCCE inbound call scripting

The inbound IVG Cisco call script is placed after call segmentation scripting, and before queuing scripting.

Creating the inbound call script

inbound call script

  • Add a Set Variableblock to set the ECC variable and value for calls that arrive in IVG.
    • Set the ECC Variable to user.microapp.ToExtVXML[].
    • Set the Value in the format: concatenate{"Segment=Segment_Name;ANI="ANI"}Where:
      • Segment_Name - Segment for the call
      • ANI - (optional) ANI announced to callers in IVG when using ANI detection
  • Add an Application Gateway node for VH_IPCCOffer. This presents the VHT Callback® application with a routing decision to inform ICM whether calls should route to IVG or to queue.

The segment passed in VH_IPPCOffer must match the segment from the ECC Variable.

Note:

The Peripheral Variable 10 can be conditional by using a Global Variable

  • Add an If block for call routing. The routing decision is based on the response from the VH_IPPCOffer.
    • Segment calls intended for IVG and calls going to queue.
      • IVR - route call to IVG
      • QUE - route call to queue
    • String is populated in PVar selected in AppGW. Read the first three characters (left values).
Note:

If using a Global Variable, add a Set Segment block to populate Peripheral Variable 10.

Routing calls to IVG

  • Add a Translation Route to VRUblock to transfer the call to IVG.
    • Number of translation routes to build.
      • Number of inbound VHT Callback licenses
    • Consider IF you build inside the script
    • Everything else built inside Configuration Manager

Single IVG Callback Solution

translation route

translation route

Multiple IVG Callback Solution

ICM balances the load between IVG solutions. Check for PIM is recommended for the Consider IF value.

translation route

translation route

  • Add a Run External Scriptblock to deliver variables to VIS for the new calls on the inbound IVG VXML application.
    • External Script Name GS.IVG.V <- Standard name but not used by IVG. Required value to be set by ICM.

run EXT script

  • Add an IFblock for caller input.These variables determine the inbound call queuing, and are built using the following ECC variables for user.microapp:
    • 2 = CBDC - Top priority queue.
    • 1 = Choose hold/force hold - Medium priority queue.
    • 0 = Abandon in IVG - Disconnect

Create the first IF block to check for CBDC. If yes, the call moves to the inbound top priority queue. If no, the call moves to the second IF block.

Create the second IF block to check for an abandon. If yes, disconnect the call. If no, the call moves to the medium priority queue.

if block

Routing calls to queue

  • ACD queuing:
    • Service block needed after IF blocks to target a service to get the call back to the ACD.

ACD service block

service properties

  • CVP queuing:
    • Requires two Application Gateway blocks.

VH_Queued

  • Used by the VHT Callback application to successfully mark a call as arriving in Queue.
  • Should send a :I for inbound and :O for outbound at the end of the Application Gateway string.
  • Send tab - Select CallingLineID and Dialed Number String.
  • Receive tab - Select nothing.

queueing block

VH_Abd

  • Used by the VHT Callback application to help mark calls as abandoned.
  • Should send a :I for inbound and :O for outbound at the end of the Application Gateway string.
  • Send tab - Select CallingLineID and Dialed Number String.
  • Receive tab - Select nothing.

abandon block

  • After VH_Queued, a timer is started.
  • Timer stops when call is answered.
  • If timer expires due to the VHT Callback application not receiving the VH_Abd event prior to the call being answered, the call is marked as abandoned.

abandon queue flow