We are installing CVP 4.0(2) and ICM 7.2(2) to replace a TDM ACD. Part of this project involves transferring calls from CVP to a existing SIP-based IVR, which supports a Service Control Interface (we've already got it talking to ICM). This makes this a "Comprehensive" deployment, with some elements of a "Call Director" deployment (which we have been told is supported).
We can make calls into CVP, and hear the correct prompting (under ICM control). We can also make calls into the other IVR (not under ICM control).
We are in the process of trying to set up the transfer from CVP to this other IVR - and therein lies the problem. While we can send the call by label, we really want to be able to send the call while maintaining call context. Obviously this requires either a Translation Route or a Send to VRU (with Correlation Id). Based on the information we have, we are opting to do a Translation Route.
We've done all the configuration to support the Translation Route. When we run the TR Wizard, we are selecting Single Peripheral, Single Routing Client, followed by the Target Peripheral (other IVR) and Service (TR Service). We also have a new Network Trunk Group & Trunk Group waiting to be used for the TR config.
However a problem arises when we come to the Routing Client (CVP) step, because the dialled number list is greyed out, preventing the selection of a dialled number to go with the Routing Client. Even if we choose the "Disable dialled number selection" option, we are unable to select a Routing Client.
As I noted, we have a correctly configured CVP call flow, and we have the other IVR setup to accept the Translation Routed calls on a range of 10 SIP 4 digit DNIS numbers (this is the trigger for the Translation Route after Transfer).
At first I thought the problem might be because we had CVP and the other IVR setup as two PIMS under the one PG, so I've split them onto 2 PGs. We've also checked and rechecked all the other config, and I'm unable to find anything that may prevent it working.
We have CVP registered as a Type 10 VRU, and the other one registered as a Type 2 VRU (as per it's requirements). We have configured the Routing Clients on both PG/PIMs to prefer network tranfer, and both support post routing.
Does anyone have any thoughts as to where we should target our investigations, because I've exhausted all the paths I can think of.