Give Ivr Configuration On The Server - Nortel Contact Center Manager User Manual

August 2007

Give IVR configuration on the server

Complete the following procedure if you are enabling Give IVR. This involves
editing the registry settings. For more information about the Give IVR scripting
command, see the Nortel Contact Center Manager Scripting Guide for
Communication Server 1000/Meridian 1 PBX or the Nortel Contact Center
Manager Scripting Guide for Communication Server 2x00/DMS.
Introduction
The ACD Group for integrating with IVR must be configured in Contact Center
Manager Administration and must be acquired by Contact Center Manager
Server. However, Contact Center Manager Administration only allows up to 7
digits to be used in an IVR ACD-DN. To allow the 10-digit ACD Group to be
acquired, the ACD-DN entered in Contact Center Manager Administration is
automatically prefixed with the Serving Number Plan Area code (SNPA) value.
For further details, see the Contact Center Manager Server Installation and
Maintenance Guide. For information about how to configure Contact Center
Manager Administration, see the Contact Center Manager Administration online
Help.
Contact Center Manager Server determines the status of the IVR agents when it
polls the agent positions, using the CompuCALL/ICM feature dv-Appl-Stat-
Qry. Currently, Contact Center Manager Server does not check whether agents
are actually logged on to the IVR ACD queue before using it. If no agents are
logged on and calls are routed to the IVR ACD queue, it can result in phantom
calls. Ensure that agents are logged on to the queue before using the queue.
Currently, CompuCALL/ICM does not provide a direct linkage between a voice
port and the IVR ACD queue. This linkage is necessary for reporting. This
causes a phantom IVR ACD-DN to appear in the RTD. The link can only be
built up when calls are offered to the IVR port.
The GIVE IVR feature uses the CompuCALL/ICM service dv-route-call to
route the call from the CDN to the ACD Group that is being used for the IVR
integration. The IVR Group must be a reachable destination on the switch. If the
routing fails, it is indicated by a RETURN-ERROR message in response to the
dv-route-call message. The parameters of the RETURN-ERROR message
provide the reason for the failure. Decoding the error requires access to the
CompuCALL/ICM interface NIS Q218-1.
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Contact Center Manager Server configuration
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