UCCE: redirect ICM calls to external PSTN side IVR

Probably this is my first note on UCCE on this blog site, truly I love UCCE call routing and ICM scripting more than anything on Cisco Voice domain though I am not playing with UCCE for recent days for my CCIE Voice study. I had an interesting requirement from my customer to redirect the active call to external IVR located at PSTN side (probably Ericsson build though it doesn’t matter who is the vendor). Both UCCE and that external IVR is reachable to customers through different short-code/DN but they want to reach both of them from single point of contact, through single short-code. The requirement is like below:

Customers calling UCCE site—>UCCE site IVR—>Customer presses any specific CED to route to external IVR—>Route to external IVR—>Call is connected to external IVR

Though it’s seems kinda complicated to deploy but so easy to work with just I have to sacrifice engaging one more CVP Queue and Transfer port for some seconds, FYI CVP is the VRU for my site. Ok let’s break the bottleneck:

1. On the ICM particular script add ‘Transfer to VRU’ and then ‘Label’, put the desired DN on ‘Label’ node to call the external IVR with some prefix,

2. CVP will try to reach the number through GK: so create a zone prefix/zone local/etc depends on deployment model for that particular DN with prefix destination with CUCM or H.323 VGW,

3. If the destination is CUCM the create a route pattern and route is to the H.323 VGW,

4. Create a pots dial-peer towards outbound PRI port, strip down the prefix added earlier and make sure your called party switch is accepting the call and routing is to proper destination IVR.

That’s it! During this dialing process your CVP will engage two ports, one for inbound switch leg another for outbound switch leg but after the call is connected it will only use two PRI channels. Yea I know it’s challenging to accept such requirements from customers but I believe UCCE platform is the platform for all possibilities and I love these challenges. 🙂


About Mijanur Rahman
Mijanur started blogging to save and share his study and research notes. A deep diver in technologies and loves to participate in technical brainstorming. Proud father of two wonderful daughters loves to spend time with them. He writes about the topics that people deal with every day mainly on technology arena. To get in touch contact him at bilashece@gmail.com

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