Voicemail Pro Actions for CLI Routing

[skk391]

Hi all,

I know the basic operations of voicemail pro but I need some guidance on the following and to find out if it is possible and how to implement it. We have the currently base 4 voicemail pro licenses but are happy to increase the number if we can provide that the following works.

We would like to check the customers cli BEFORE a call is answered by an agent. So for example Mr. X rings out callcentre, we would like the Avaya IP 500/Voicemail Pro to check the customers number against our database to make query if we have had this customer before.

If the CLI is a repeat customer then we would like to route the call to hunt group 1 or transfer to a number, if the CLI is unique then we would transfer to another high priority hunt group.

Does this sound possible?

I have a SQL guy available for the actual SQL query but would like to know what steps to take in regards to getting this setup on the voicemail pro. I can see the database options on the voicemail but can someone guide me please?

 

[NLPeterK]

You need the Advanced Edition license for this. Do you have this license installed in your IPO?

 

[NLPeterK]

If you do, the VMpro help file contains a few examples on how to do this. You basically have a few db modules right after each other. You connect to db, you open db, you execute query, you handle the result.

But without said license this will never work.

 

[smokinjoe2938]

Yes assuming you have a pri or a sip trunk installed for the caller id piece

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[skk391]

Thanks, wanted to know how to assign a module to a hunt group. How do I tell the hunt group to pass the call to the voice mail pro, so that it does the database lookup before routing the call?

 

[AACon]

You would route the ICR to a voicemail pro module first, then do a CLI lookup, and transfer to the appropriate hunt group.

-Austin
ACE: Implement IP Office

 

[skk391]

Hi. Yes that's the part I need help on. Please can you guide me. I have about 300 DDIs on my incoming call route, would I have to do this on each DDI?
I've read that this needs to be done with short codes, but not sure what code to enter.

So a calls comes in, ICR tells it to go to V.P then the lookup is do and routed to the hunt group/ agent.

 

[amriddle01]

Do all the DDIs target the same group(s)? If so why have them all?

 

[IPGuru]

Bassed on the level of the questions you are asking & the complexity of the requirement I would strongly recomend you emply the services of a local business partner

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[skk391]

Hi, we do have a maintenance contract but wanted to learn how to do it myself / with the help of tek tips. I think I'm nearly there with it, Just need to know how to pass the call to the voicemail pro. I know its done with short code but just need a little help with it.

No the DDI don't point to a single hunt group, they point to two main hunt groups configured on the IP 500.

So is the my theory right?

Call comes in on DDI, it is passed to the V.P ( so I have to put in a short code on each DDI) point it to the module on V.P and then do the SQL stuff and route the call to the same hunt group that it was supposed to be routed to in the first place i.e. before the redirection to V.P

Just a little unsure about the short code stuff/ please advise if anyone thinks this is incorrect or there is a more better way of doing this.

 

[skk391]

AACon, you mentioned about routing the call to the V.P first, that's the bit im struggling with, on the ICR I can see the following
Bearer
Line Group ID
Incoming Sub Address
Incoming CLI
Locate
Priority
Tag
Hold Music Source

Dont know what to do with this part??

Thanks

 

[amriddle01]

Assuming the DDIs are sequential/in large blocks you can do this with 2 incoming call routes (maybe a couple more if in blocks and not fully sequential), no need for 300.....

Also you never answered the question about Advanced, without that licence it will never work.

Besides what you may think, querying databases although relatively simple, will take a fair bit of explaining via this forum to a beginner at VM Pro

 

[skk391]

Hi,ive been told that I have the correct licenses. I'll take a look at reducing the size of the ICR, but how would I get the call to go to the v.p please?

 

[amriddle01]

If the VM Pro module your working with is called "Test" for example, then set the ICR destination to be VM:Test that's it

 

[skk391]

Ok. I'll give that a go. Thanks for that.

 

[hairlessupportmonkey]

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