IVR/Vector Help!

[ToxicMyst]

We have an Avaya CM 5.2.1 with CMS. I need to do some clever vectoring using the collection of digits and a lookup to a Database.

The IVR is simple, all it will do is say enter number now - 8 digits will be collected, these will be used to validate against a database, if there is a match the call will route to skill 1 if not then they will be routed off net.

I'm struggling to find a simple solution to this. The easy bit is collecting the digits, I can do that, and I have the data to match agains held in a database. How can do the bit in between.

Thanks for your help.

 

[Stinney]

How does the call get to the IVR system? Does the call come into the PBX, then a vector and then transfer to the IVR via a skill and using what command: converse-on, adjunct-route, queue-to? Or does the call come in directly to the IVR system from the carrier on a PRI?

How the call initially gets to the IVR will make all the difference in the IVR as to how you will transfer it to or back to the PBX.

If you are using converse-on, then in your vector the next step should be a collect step if the IVR is going to tell the PBX where to transfer the call. This collect step is waiting for the IVR to send back DTMF. This collect step would be waiting to collect a VDN number that would route to a new Vector and queue to the skill you need. The IVR will need to send DTMF that contains the Converse Data Return feature access code followed by the VDN to transfer to. Keep in mind the collect step will only hear and collect the VDN DTMF, not the Converse Data Return code. So if your VDN is 5 digits, the collect step should only collect 5 digits.

If you routed using the queue-to, then the IVR system will need to perform a blind transfer back to the PBX. Depending on how you have the IVR connected to the PBX you will need to determine how you need to program the IVR to do this. In our system we had DS1FD robbed-bit tie lines connecting the PBX and IVR. The IVR had to perform a flash-hook, dial the fac and VDN and then release the call.

I have never worked with adjunct routing, so someone else will have to chime in on this.

If the call comes directly into the IVR, you will need to conference the call over to the PBX. In our system when the IVR took the call directly from the carrier, the IVR had to perform a flash-hook, dial the VDN, then flash-hook again to conference in the call to the PBX. This requires the IVR port that took the original incoming call to stay on the call for the entire duration of the call as it originated on a PRI that is connected directly to the IVR and not the PBX. If you attempt to transfer the call it will drop the call.

Hope this helps you.



- Stinney

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