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New Member

Translation route to 3rd party IVR

HI,

Below is the requirement.

UCCE  to be integrated with 3rd party IVR.

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.

Regards

Rafi

5 REPLIES

Translation route to 3rd party IVR

Hi,

I don't really understand the webservice part.

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?

G.

New Member

Translation route to 3rd party IVR

Yes, webservice is provided by 3rd party IVR and acts as an interface between 3rd pary IVR and our VRU PG. This web-service will receive data from the IVR and pass on to the VRU PG.

Re:Translation route to 3rd party IVR

Sorry for being dumb but still negative.
Call comes in to a PBX. Lands on an IVR box. IVR box talks to ICM using GED-125.
Where is the role of a web service in here?
Thanks.
G.


Sent from Cisco Technical Support Android App

New Member

Translation route to 3rd party IVR

No problem.

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.

New Member

Translation route to 3rd party IVR

Any suggestions?

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