Cisco Cisco Customer Voice Portal 8.0(1)
B-4
Cisco Customer Voice Portal (CVP) Release 3.1(0) Configuration and Administration Guide
Appendix B Transferring and Queuing Calls with Customer Voice Portal
IVRs from the NAM/ICM’s Perspective
Customer Voice Portal surviviability.tcl functionality is being used, it may be desirable to simply let the
call default to the recovery actions defined in survivability rather than restarting the call to the
surveyDnis.
call default to the recovery actions defined in survivability rather than restarting the call to the
surveyDnis.
To limit the possibility of putting the caller into an infinite restart loop, the call can be restarted only
once.
once.
Configuring the Gateway for Hookflash Relay
Most switches and Private Branch Exchange (PBX) networks support only line-side hookflash, as
opposed to trunk-side hookflash). (A line is an electrical connection between a telephone service
provider’s switch and a telephone terminal or Key system. A trunk is an electrical connection between a
telephone service provider’s switch and another switch. Line-side hookflash limits the signaling options
available on the gateway to only digital or analog FXO signaling.
opposed to trunk-side hookflash). (A line is an electrical connection between a telephone service
provider’s switch and a telephone terminal or Key system. A trunk is an electrical connection between a
telephone service provider’s switch and another switch. Line-side hookflash limits the signaling options
available on the gateway to only digital or analog FXO signaling.
With FXO signaling, Automatic Number Identification (ANI) and Dialed Number Identification Service
(DNIS) information is not provided to the gateway when the call arrives from the switch. You can
discover the DNIS if you know the voice port on which the call arrived. However, there is no way to
discover the ANI. Therefore, hookflash relay is not practical for customers who need access to ANI
information in the call.
(DNIS) information is not provided to the gateway when the call arrives from the switch. You can
discover the DNIS if you know the voice port on which the call arrived. However, there is no way to
discover the ANI. Therefore, hookflash relay is not practical for customers who need access to ANI
information in the call.
shows a sample gateway configuration for T1/CAS FXO signaling. Only the pertinent
gateway configuration elements are shown. Note that the DNIS must be manually enter, based on the
voice port on which the call arrives. In this example, all calls that arrive on any of the 24 channels in this
T1 card will be assigned a DNIS of 6708. The ANI is not available.
voice port on which the call arrives. In this example, all calls that arrive on any of the 24 channels in this
T1 card will be assigned a DNIS of 6708. The ANI is not available.
Example B-1
Gateway Configuration for Hookflash Relay
controller T1 2/0
framing esf
linecode b8zs
ds0-group 1 timeslots 1-24 type fxo-loop-start
voice-port 2/0:1
connection plar 6708
dial-peer voice 6708 pots
incoming called-number 6708
direct-inward-dial
port 2/0:1
forward-digits 0
Configuring Hookflash Relay When Using an ICM Label Node
Step 1
Follow the gateway configuration instructions as described in
Step 2
Add a label node to your ICM script with the following syntax:
HF8005551212
Replace 8005551212 with the number to which the switch will transfer the call. If the switch requires a
pause after the hookflash, insert commas between the HF and the transfer number. Each comma
represents 100 milliseconds.