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New Member

CVP ELCAC /LBCAC

UCCE 10.0.1 CVP 10.0.1 CUCM 10.0.1
We have 2 DCs/Server Rooms, lets call them Site 1 & Site 2 where the agents are local to each of them as well. So Site 1 is Side A UCCE/CVP and Agents locally and Site 2 is Side B UCCE/CVP and Agents locally. No other Agents Site at all. Just Site 1 and Site 2 local to DC1 and SC2 respectively.
We want INTERNAL CTI-RP calls to be queued locally using local VXML GWs.
So I have
- Sync CVP Locations with CUCM
- Assigned Site ID & Loc ID to the 2 locations in CVP
- Put phones in Site 1 loc, and phones in Site 2 loc
- CVP-CUCM Trunks are in Phantom
- Have made changes as per CVP Config Guide chapter 'Transfer & Queue calls’ section ELCAC
- Under CVP Locations I chose, Do NOT Insert Site Identifier. Is this an issue - read details below please.
So when I call an internal CTI-Route Point from a Site 1-loc phone, it does not always uses Loc1 1 associated VXML GW to Q calls – it uses both Site 1 and Site 2 VXML GWs in round robin as I have the VRULabel static route use both VXML GWs under by SIP Server Group. I am using resolve DNS SRV locally.
Since I chose Do NOT Insert Site Identifier options - is that the mistake? Do I must insert/prefix Site ID and configure static routes in CVP like SiteID1.VRULabel to GW1 and SiteID2.VRLabel to GW2? I would think since I have associated GWs to them locations in CVP - and a call is coming into CVP from that Loc phone - CVP will automatically ignore the VRULabel static route and use only the associated VXML GWs without me having to insert/prefix Site ID to the VRU Label, correct me please?
What am I doing wrong/ missing? Assist Please.
Thanks & Regards,
Kartik Bhatia
  • Contact Center
2 ACCEPTED SOLUTIONS

Accepted Solutions

Kartik,VXML gateway selection

Kartik,

VXML gateway selection based on phone location can be done like this:

  • Separate Network VRU Route Patterns in CUCM for each VXML gateway. Each Route Pattern in a site-specific Partition, in a site-specific CSS.
  • Separate Route Lists for each VXML gateway, pointing to your CVP trunk Route Group, and applied to each Route Pattern above.
  • In the Route Group details for each Route List, add a prefix specific to the gateway. This prefix needs to be of a length matching the "Prepend digits" configuration for the CVP Call Server, and each prefix you use should have a Dialed Number Pattern defined in CVP.
  • SIP Server Group in CVP for each gateway. You can potentially set this up to automatically go to a different gateway if the first is down.

So for example, we use a label of 0111118888 from ICM to send CUCM-initiated calls to VRU. When ICM does Send To VRU node, 0111118888 (with some correlation ID attached) gets dialed by the phone. This matches a "0111118888!" route pattern in CUCM, which points to a site-specific route list that prepends the digits "555200". CVP gets the call through its trunk with CUCM, strips the 555200, and lets ICM know it got the call. CVP then initiates a call to "5552000111119999" (with the correlation ID attached) and routes to a certain SIP server group based on the "555200011111>" Dialed Number Pattern. This connects to the bootstrap dial-peer on the gateway.  Different sites use a different 0111118888! pattern based on the phone's CSS, and thus get media playback through a different gateway.

If you want to prioritize your queuing to specific agents, you will need to use separate Skill Groups for that. This part is a little tricky, as you will need a way to identify the region of the person transferring the call. If it's a warm transfer or a fresh call to the CTI-RP, you could potentially do this based on the caller's phone number. If it's a one-step transfer, I'm not sure what you'd want to use in ICM to get the location.

-Jameson

-Jameson

I have just configured LBCAC

I have just configured LBCAC with the CUCM synch, and its working fine for me.

CUCM will pass location info in sip header to CVP.

 

do you see anything like below in logs when calls originated from CUCM.

236: 192.168.50.6: Jun 20 2014 23:25:32.430 +0530: %CVP_9_0_SIP-7-CALL:  {Thrd=DATAI.6} Found an incoming CISCO-GUID hdr : 2271514634-0021631460-2914512664-0459569451, Generated a new CVP-ID hdr : 8764900A014A11E4ADB7EF181B64792B  
237: 192.168.50.6: Jun 20 2014 23:25:32.430 +0530: %CVP_9_0_SIP-7-CALL:  {Thrd=DATAI.6} CALLGUID = 8764900A014A11E4ADB7EF181B64792B LEGID = 87FD268A-14A11E4-ADBCEF18-1B64792B - [INBOUND]: Display Name [] Is Using Survivability [false] CallServer build CVP_9_0_1_0_0_0_671  
238: 192.168.50.6: Jun 20 2014 23:25:32.430 +0530: %CVP_9_0_SIP-7-CALL:  {Thrd=DATAI.6} CALLGUID = 8764900A014A11E4ADB7EF181B64792B LEGID = 87FD268A-14A11E4-ADBCEF18-1B64792B - [INBOUND]: Added Location Call Info header to the incoming call. <urn:x-cisco-remotecc:callinfo>;x-cisco-loc-name=Loc1;x-cisco-loc-id=a2d79604-1cd0-fb86-9912-24b447e60f55; 

 

please confirm this sip header are populating to your CVP from cucm.

 

and if not

please try configuring below in SIP profile and apply to trunks:

Using Unified CM Administration, select Device > Device Settings > SIP Profile > Trunk Specific
Configuration > Reroute Incoming Request to new Trunk based on > Call-Info header with the
purpose equal to x-cisco-origIP.

 

regards

Chintan

20 REPLIES

Kartik,VXML gateway selection

Kartik,

VXML gateway selection based on phone location can be done like this:

  • Separate Network VRU Route Patterns in CUCM for each VXML gateway. Each Route Pattern in a site-specific Partition, in a site-specific CSS.
  • Separate Route Lists for each VXML gateway, pointing to your CVP trunk Route Group, and applied to each Route Pattern above.
  • In the Route Group details for each Route List, add a prefix specific to the gateway. This prefix needs to be of a length matching the "Prepend digits" configuration for the CVP Call Server, and each prefix you use should have a Dialed Number Pattern defined in CVP.
  • SIP Server Group in CVP for each gateway. You can potentially set this up to automatically go to a different gateway if the first is down.

So for example, we use a label of 0111118888 from ICM to send CUCM-initiated calls to VRU. When ICM does Send To VRU node, 0111118888 (with some correlation ID attached) gets dialed by the phone. This matches a "0111118888!" route pattern in CUCM, which points to a site-specific route list that prepends the digits "555200". CVP gets the call through its trunk with CUCM, strips the 555200, and lets ICM know it got the call. CVP then initiates a call to "5552000111119999" (with the correlation ID attached) and routes to a certain SIP server group based on the "555200011111>" Dialed Number Pattern. This connects to the bootstrap dial-peer on the gateway.  Different sites use a different 0111118888! pattern based on the phone's CSS, and thus get media playback through a different gateway.

If you want to prioritize your queuing to specific agents, you will need to use separate Skill Groups for that. This part is a little tricky, as you will need a way to identify the region of the person transferring the call. If it's a warm transfer or a fresh call to the CTI-RP, you could potentially do this based on the caller's phone number. If it's a one-step transfer, I'm not sure what you'd want to use in ICM to get the location.

-Jameson

-Jameson
New Member

Jameson, Chintan,<br>I have

Jameson, Chintan,

I have tried both 'Insert Site ID in middle' and also 'Prefix Site ID' but in CVP Logs I do not see the VRULabel getting edited in anyform at all, and also in the logs, on the call info I see location= , siteid=, like it did not even detect what Location the dialling IP phone is in.

I thought that CUCM will share location info with CVP when an Internal call is made without me having me to separate it by Route Patterns/RLs etc in CUCM - that is why Sync is there - or its just there to retrieve the locations name from CUCM, if yes then we could have added Locations names manually making sure they are the same name as in CUCM.

Do I must do below? assuming Site IDs are 101 & 102 and my NVRULabel is 77777!:

1. Create Route Patterns in CUCM 77777101! & 77777102! both pointing to CVP-RL (which has both CVP-CUCM SIP trunks) - for Site 1 CSS & Partition

2. Create SAME Route Patterns (This time for Site 2 CSS & Partition) in CUCM 77777101! & 77777102! both pointing to CVP-RL (which has both CVP-CUCM SIP trunks)

3. I lost you on the ' which points to a site-specific route list that prepends the digits "555200" ' ... But there can be only one Route List, I cant have 2, because the CVP-CUCM Trunks can only be in 1 RL - not 2, so we cant have Site Specific CVP-RL - correct me please?
Also, how do we get RL to prepends the digits "555200", I am using CUCM 10 and can seem to find Transkation/Prefix settings in RG or RL.

4. Once you clarify point 3 above, I will need 555200 pointing to SIte 1 VXML.SIP.SRV.Grp and for eg 666200 pointing to SIte 2 VXML.SIP.SRV.Grp - correct?

Assist Please.

Thanks,
Kartik

Kartik,I've never used CUCM

Kartik,

I've never used CUCM location sync, so I'm not sure I could help you there.

In my previous example, 555200 was the Site ID.

Based on your Site IDs of 101, 102, and NVRULabel 77777!, I would:

  1. Create Route Pattern 77777!  for Site 1 Partition (which is in Site 1 CSS), with Site 1 Route List. Site 1 Route List should have CVP-CUCM Route Group in it.
  2. Edit Site 1 Route List, click on Route List Details for CVP-CUCM Route Group. Edit "Prefix Digits (Outgoing Calls) under Called Party Transformations - this is where you put your Site ID of 101.
  3. Create same Route Pattern for Site 2 Partition (which is in Site 2 CSS), with Site 2 Route List, which has CVP-CUCM Route Group in it.
  4. Edit Site 2 Route List, click into the Route List Details and provide the Site ID of 102 in the Called Party Prefix Digits (as in #2 above).
  5. In CVP, set Prepend Digits to 3.
  6. Assuming your CVP Routing Client NVRU Label is also 77777: In CVP, set Dialed Number Pattern "10177777>" to point to Site 1 VXML Gateway. Set DN Pattern "10277777>" to point to Site 2 VXML Gateway.
  7. Bootstrap dial-peer on VXML gateway will need to match "...77777T" incoming called-number.

Usually I've seen the CVP Routing Client NVRU Label and CUCM Routing Client NVRU Label as being different... if that's the case, you should make appropriate changes to #6 and 7 above.

-Jameson

-Jameson

I have just configured LBCAC

I have just configured LBCAC with the CUCM synch, and its working fine for me.

CUCM will pass location info in sip header to CVP.

 

do you see anything like below in logs when calls originated from CUCM.

236: 192.168.50.6: Jun 20 2014 23:25:32.430 +0530: %CVP_9_0_SIP-7-CALL:  {Thrd=DATAI.6} Found an incoming CISCO-GUID hdr : 2271514634-0021631460-2914512664-0459569451, Generated a new CVP-ID hdr : 8764900A014A11E4ADB7EF181B64792B  
237: 192.168.50.6: Jun 20 2014 23:25:32.430 +0530: %CVP_9_0_SIP-7-CALL:  {Thrd=DATAI.6} CALLGUID = 8764900A014A11E4ADB7EF181B64792B LEGID = 87FD268A-14A11E4-ADBCEF18-1B64792B - [INBOUND]: Display Name [] Is Using Survivability [false] CallServer build CVP_9_0_1_0_0_0_671  
238: 192.168.50.6: Jun 20 2014 23:25:32.430 +0530: %CVP_9_0_SIP-7-CALL:  {Thrd=DATAI.6} CALLGUID = 8764900A014A11E4ADB7EF181B64792B LEGID = 87FD268A-14A11E4-ADBCEF18-1B64792B - [INBOUND]: Added Location Call Info header to the incoming call. <urn:x-cisco-remotecc:callinfo>;x-cisco-loc-name=Loc1;x-cisco-loc-id=a2d79604-1cd0-fb86-9912-24b447e60f55; 

 

please confirm this sip header are populating to your CVP from cucm.

 

and if not

please try configuring below in SIP profile and apply to trunks:

Using Unified CM Administration, select Device > Device Settings > SIP Profile > Trunk Specific
Configuration > Reroute Incoming Request to new Trunk based on > Call-Info header with the
purpose equal to x-cisco-origIP.

 

regards

Chintan

New Member

 Thanks Chintan for taking

 

Thanks Chintan for taking the effort to look into this.

I dont see the location getting added on my side SIP header, but the main thing is does your CVP recognises/ entertains the location it is getting from CUCM?

So did you actually associate a VXMl GW to Loc-1 and a diff VXML GW to Loc-2, and then originate a few good calls (atleast 10) from an IP Phone in Loc-1 and make sure that only GW associated to Loc-1 in CVP is used for VXML purposes for these calls please?

Thanks,

Kartik

 

Karthik, in lab i have only

Karthik, in lab i have only one VXML gateway.so what i did was:

 

configured location in cucm : Loc1

synch the location with CVP and assigned siteID locID (101).

assigned location to phone.

created static routes in CVP for vru label 6111111111101*, and removed old one 6111111111*.

i also associated VG under location in CVP.

 

then after making some test call.

what i can see is, 

call comes to CVP from CUCM with location header(this is crucial for CVP to derive location)

CVP matches location with its table and carries out the sitID locID

CVP appends siteID , in my case 101 in between VRU label and CorrID.

CVP matches one of the static routes configured for label (6111111111101*) to fine VXML gateway (yes even if  i associated VG under location, it was going for static route)

 

CVP routes call to the VXML gateway.

 

i think you need to configure your CUCM to send Loc header to CVP for CVP to successfully work.

 

Regards

chintan

 

Karthik,  i did some more

Karthik,

 

 i did some more testing and found,

 

The Gateway you associated under location in CVP, will not be used to route call to that location.

but the calls coming from this gateway will be given this location and when ICM returns VRU label back to CVP , the site id for that location will be put in between Label and corrID(based on configuration.)

 

so in short:

when associated gateway under location, you actually assign that location to the gateway. and it wont help in routing.

 

so you will need to configure insertion of siteID to label, and provide best route by using static routes, outbound proxy, local srv records or anything who capable of doing that.

 

i hope this clears it up.

 

Regards

Chintan

New Member

Chintan,So to conclude, for

Chintan,

So to conclude, for internal IP Phone/CUCM originating calls - NOT coming from the Ingress GW - will CVP insert the Site ID b/w the VRULabel and CoR ID or Not please?

If CVP will insert, then I only need to add static routes for 7777101* and 7777102* pointing to their respective VXML GWs.

If CVP will not insert, then I need to get CUCM to prefix 101 & 102 to the VRULabel.CoR ID it gets from ICM and in CVP add routes 1017777* & 1027777*. And if this is the case I don’t even need to Sync Locations in CVP at all for Internal calls LOC based routing?

Correct me Please?

Thanks,

Kartik

yes, CVP will insert site ID

yes, CVP will insert site ID as per the configuration you have defined in Location General TAB, so you have to configure that.

 

and CVP will insert id in VRU label of CVP routing client, not the one you are sending to cucm RC. and it makes sense because we use the label which we send to CVP to find Best VXML gateway.

 

did you try configuring it?

 

Regards

Chintan

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