3rd party IVR receives the call from the network and when customer requires an agent transfer, this IVR will send the call data to their webservice.
This webservice will act as an interface between UCCE and 3rd party IVR.
We proposed the following,
Install a VRU PG server to interact with this webservice using GED-125.
When an agent transfer is required, 3rd party IVR would send the required call info along with the call as a DNIS to VRUPG via webservice. Using this DNIS, will trigger an ICM script to receive the call data and will have to use trans route to send the call to agent desktop (CAD) along with the received data.
Will this be a right approach? if yes how do we configure transroute to get the data and call into ICM from the 3rd party IVR.
GED-125 is used to integrate anything that looks like a VRU-type peripheral with ICM. But I don't really see how the webservice fits in there. Is it provided by the 3rd party IVR? Is it like a SOAP WS?
As I said earlier, call lands into 3rd party IVR in a different network. UCCE is on a differnt location or geography.
The above IVR talks to their webservice application to set call context data and this webservice will integrate with VRUPG designated to talk to only this webservice. Basicaly the webservice will be treated as any other IVR peripheral (eg..CVP) from UCCE perspective.
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