IVR treatments

[iptuser]

I want to set up a script so when a call comes in from a CDN rather then route to the call to Voice Mail and the call going to the Mail box of the CDN I need to send to call to another Mail box

e.g we have a commmon CDN for all calls, but the a call is directed to certain Skillsets via CLI routing. each of these skillsets wish to have their own Mail box, I tried using the

GIVE IVR (VM Number) with treatment ( mail number ) but it did not work

any ideas

wayne

 

[sandyml]

Did you put the mailbox numbers in your VSDN table as EM or CA? Are those ports that you use for GIVE IVR full service or basic?

You might also configure a phantom DN for each mailbox and use the ROUTE CALL command.

 

[shelly04]

Are you using Call Pilot or Meridian Mail? Meridian Mail had no trouble with a GIVE IVR WITH TREATMENT (mailbox) but with Call Pilot it doesn't work because Call Pilot uses a CDN. The work around has been to build either a phantom TN or dummy ACD queue and ROUTE CALL to that DN. The DN needs to be added into the mailbox extension DN list. With Meridian Mail that doesn't work because it recognizes the number that originally entered the PBX.

 

[cgilmer]

Nah its much easier than that... you can pass call variables through the Meridian Mail System if that is what you are using.

YOu do this in your Master Script

//WHERE CLID EQUALS

Value 7135551212: ASSIGN First_Mbox to VM_box_cv
Execute Script Generic_Script
Value 2815551212: ASSIGN Second_Mbox to VM_box_cv
Execute Script Generic_Script
end where//

so forth and so on.... for every CLID.

You need to set up "VM_boix_cv" as a Call Variable TREATMENT. Then set up a Global Variable TREATMENT the same way for each incoming CLID.... First_Mbox so forth and so on. Now program into each Global variable a treatment number which you defined on your VSDN table to be as an "EM" to a voicemailbox.

Once the call hits the Master script it reads the incoming CLID and assigns the value you gave it, from the Global Variable to the Call Variable for use in the Generic_Script.

Inside the Generic Script you will have a section something like...

//Section Vmail
Give IVR (Mer Mail ACD) with treatment Force_VM
wait 2
disconnect//

Now the "Force_VM" is a Global Variable TREATMENT. Program it as a Menu will all pressable options 1 to 9, 0 and the INR and DNR as CL to a NEW CDN that we will acquire by Symposium as a Voicemail Script in just a second.

Now so that this above prompt can be used for everyone record a half second of silence on the Greeting Prompt. (Usually meaning just barely enough background noise for a very faint sound to make it saveable).

This causes all calls to go tothis NEW CDN when it reachs this section of the script. They here a few seconds of silence and then get pushed (Routed/Terminated) back into the Symposium Master Script.

Here you have to add this to your Master Script:

//Where CDN equals
Value XXXX: Execute script Generic_VM_Script

end where//

XXXX is the NEW CDN we just made.

Now the "Generic_VM_Script" looks like this:

//Give IVR (Mer Mail ACD) with treatment VM_box_cv
wait 2
Disconnect//


What we just did was tag a call with a call variable and re-use it in a later script. All you have to do to add more of these is make more Global Variables and add new lines to the Where CLID Equals in the Master script.

The best thing is you only have to use one CDN for the entire system as long as you continue to use those methods.

I'm using a slighty more advanced version of this at my own site. Basically writing one script for the entire facility and copy and pasting it into new Scripts/Applications and Modifying the front end to "Assign" all of the features and tricks I built into the scripts by recognizing the variables settings.

 

[iptuser]

We use CLID routing for extensions currently 2500+,we have 5x skillsets who answer calls from users based upon their CLID. Witihin these 5 skillsets we offer the call to voice mail if the Q can not answer the call " to leave a message press 1" etc. Its within this script that we wish to send the cal to it's own mail box- all callers use a common cdn when they enter the master script but the use different CDN`s within script at a later stage. We have now got working the dummy phantoms with DCFW to their Mail box`1s but it there any issue with this or any other suggestions?


Wayne

 

[cgilmer]

That was the point of the scripting. Its "call" based not CDN or anything else. It doesn't matter if you have 200 CDN's or two.

At some point you have to sort based on CLID. At the point that you identify the CLID for any treatment you can also assign a call variable. This will follow the call through the system. So at that point you assign the voicemailbox as a Call Variable TREATMENT.

As far as pressing 1 to go to voicemail this would work just the same as any other time. The only difference is when you program the menu "please hold for the next available agent or press 1 to go to Voicemail", you put in CL to the NEW CDN we mentioned above that pushes the call back through the master script to go to voicemail.