One of our customers has Cisco Contact Center enterprise solution. They have also video enabled agents. They want to record the video calls between their customers and the agents. To do that we installed a Cisco TCS and a Cisco MCU 5320. And we created a meeting room on the MCU. The meeting room has two predefined participants: IVR number reaching the agents and the recording alias on the TCS. So when a customer dials into the meeting room a conference starts between the customer, the TCS and the Contact Center IVR. After that the customer need to send some dtmf codes to the IVR through the MCU so that they can connect to the agent. But the MCU doesn't forward the DTMF codes to the Contact Center IVR. I think there is a problem on dtmf protocols between the MCU and the Contact Center (or CUCM). Do you think we can solve this problem?
Hi Tufan - What type of tones does the IVR need to receive? Inband or out of band DTMF?
I believe, MCU will only send out, in band DTMF tones through the conference. Will have to confirm this to be sure.
In your conference configuration navigate to participant controls. Where you see "Mute In Band DTMF", try setting the setting to Never.
From the online help:
Never: the in-band DTMF will never be muted. Any DTMF tones sent from these endpoints will be audible to conference participants.
This is a per-conference option, but you can still enable or disable the muting of in-band DTMF on a per-participant basis.
In some circumstances, you might need to override this setting for individual endpoints. For example, where a conference is cascaded onto an audio bridge, it might be useful for one of the participants in that conference to be able to send in-band DTMF to the MCU. This is for the purposes of sending the conference ID or PIN to the audio conferencing bridge. In this case, the Mute in-band DTMF setting for the endpoint of that participant needs to be Never (and you configure this in an endpoint's configuration, see Configuring an H.323 endpoint and Configuring a SIP endpoint).
For ad hoc conferences, you can configure the Mute in-band DTMF setting through the ad hoc conferences template. You can also edit the Mute in-band DTMF setting for individual active ad hoc conferences.
Hope this helps..and your IVR for contact center take in band DTMF versus out of band only as this seems the only way for it to work.
Actually I don't know which type of DTMF tones are supported by the IVR. The customer is using Cisco Contact Center Enterprise. Who do I need to ask the question? Should I have needed to open the discussion in voice side?
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
Over the last few months, I have had the privilege of working on SI...
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...