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New Member

ivr call routing when icm is fail

Hi All,

I am deploying icm 7.1,ivr 7.0 with cucm 7.1. ICM is doing the routing part in our senario.

I have one query,Can IVR  handle the call routing once ICM goes down. We are using IVR,ICM in HA mode.

Please help us how to achieve the same.

Regards,

DJ

1 ACCEPTED SOLUTION

Accepted Solutions

Re: ivr call routing when icm is fail

You could run a script in the IVR, play messages, etc.

However, it is NOT possible to configure agents on an IP IVR.  You cannot set up skills, CSQs, agents, teams, or anything else you'd need to have.  There is no way to queue a call because there would be nothing to queue against.

If you feel you absolutely most have more redundancy, the only thing you could do is reroute the call to another system (ICM or IPCC Express) that can host agents and handle the call there.

IP IVR and IPCC Express are the same software, but a very different license.  Because of differences in the license, they have different capabilities.  The IP IVR doesn't have what you need to do what you're asking to do.,    

7 REPLIES

Re: ivr call routing when icm is fail

Think about what you're asking.  Sounds like you have a duplex ICM environment, how exactly do you foresee ICM being completely down?  If it is, doesn't this mean that your IVRs are probably down too?

david

Re: ivr call routing when icm is fail

David's right.  ICM fails, and you've already got a system in a world of hurt.

You can set up the IVR to be able to pick up the calls without ICM, but there would be no way to get the calls to an agent.

When someone starts asking questions like this, it usually means they are trying to make the system even more resilient, but they actually end up making it more unstable without getting anything back.

If you really want it more fault tolerant, then upgrade to v8 and install it on UCS blades with the servers all on VM's in a SAN environment.

Cliff

New Member

Re: ivr call routing when icm is fail

Dear Cliff/David,

Your point seems logical, however, can we route the calls from IVRs to a particular agent number, can we configure agents in IVR, if the Progger is down.

If it is possible, then how we can make IVRs intelligent to make the decision that the Progger is down.

Rgds......Navinder.

Re: ivr call routing when icm is fail

You could run a script in the IVR, play messages, etc.

However, it is NOT possible to configure agents on an IP IVR.  You cannot set up skills, CSQs, agents, teams, or anything else you'd need to have.  There is no way to queue a call because there would be nothing to queue against.

If you feel you absolutely most have more redundancy, the only thing you could do is reroute the call to another system (ICM or IPCC Express) that can host agents and handle the call there.

IP IVR and IPCC Express are the same software, but a very different license.  Because of differences in the license, they have different capabilities.  The IP IVR doesn't have what you need to do what you're asking to do.,    

New Member

Re: ivr call routing when icm is fail

Great Cliff,

Thanx.

Rgds......Navinder.

New Member

Re: ivr call routing when icm is fail

Dear Cliff,

I have a little query, can we configure Agent Whisper and Agent Greeting [Personalized Greeting] in IVRs, I have a document which says we can do it in CVP.

Rgds......Navinder.

New Member

Re: ivr call routing when icm is fail

Thanks guys

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