IP IVR & Call flow issue

Version 1
    This document was generated from CDN thread

    Created by: Vivek Rao on 16-08-2011 07:11:44 AM
    <!--[if gte mso 9]><xml>
    <w:WordDocument>
      <w pac-man iew>Normal</w pac-man iew>
      <w:Zoom>0</w:Zoom>
      <w:TrackMoves />
      <w:TrackFormatting />
      <wunctuationKerning />
      <w pac-man alidateAgainstSchemas />
      <w:SaveIfXMLInvalid>false</w:SaveIfXMLInvalid>
      <w:IgnoreMixedContent>false</w:IgnoreMixedContent>
      <w:AlwaysShowPlaceholderText>false</w:AlwaysShowPlaceholderText>
      <woNotPromoteQF />
      <w:LidThemeOther>EN-US</w:LidThemeOther>
      <w:LidThemeAsian>X-NONE</w:LidThemeAsian>
      <w:LidThemeComplexScript>X-NONE</w:LidThemeComplexScript>
      <w:Compatibility>
       <w:BreakWrappedTables />
       <w:SnapToGridInCell />
       <w:WrapTextWithPunct />
       <w:UseAsianBreakRules />
       <wontGrowAutofit />
       <w:SplitPgBreakAndParaMark />
       <wontVertAlignCellWithSp />
       <wontBreakConstrainedForcedTables />
       <wontVertAlignInTxbx />
       <w:Word11KerningPairs />
       <w:CachedColBalance />
      </w:Compatibility>
      <w:BrowserLevel>MicrosoftInternetExplorer4</w:BrowserLevel>
      <m:mathPr>
       <m:mathFont m:val="Cambria Math" />
       <m:brkBin m:val="before" />
       <m:brkBinSub m:val="&#45;-" />
       <m:smallFrac m:val="off" />
       <m:dispDef />
       <m:lMargin m:val="0" />
       <m:rMargin m:val="0" />
       <m:defJc m:val="centerGroup" />
       <m:wrapIndent m:val="1440" />
       <m:intLim m:val="subSup" />
       <m:naryLim m:val="undOvr" />
      </m:mathPr></w:WordDocument>
    </xml><!--><!--[if gte mso 9]><xml>
    <w:LatentStyles DefLockedState="false" DefUnhideWhenUsed="true"
      DefSemiHidden="true" DefQFormat="false" DefPriority="99"
      LatentStyleCount="267">
      <w:LsdException Locked="false" Priority="0" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Normal" />
      <w:LsdException Locked="false" Priority="9" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="heading 1" />
      <w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 2" />
      <w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 3" />
      <w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 4" />
      <w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 5" />
      <w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 6" />
      <w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 7" />
      <w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 8" />
      <w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 9" />
      <w:LsdException Locked="false" Priority="39" Name="toc 1" />
      <w:LsdException Locked="false" Priority="39" Name="toc 2" />
      <w:LsdException Locked="false" Priority="39" Name="toc 3" />
      <w:LsdException Locked="false" Priority="39" Name="toc 4" />
      <w:LsdException Locked="false" Priority="39" Name="toc 5" />
      <w:LsdException Locked="false" Priority="39" Name="toc 6" />
      <w:LsdException Locked="false" Priority="39" Name="toc 7" />
      <w:LsdException Locked="false" Priority="39" Name="toc 8" />
      <w:LsdException Locked="false" Priority="39" Name="toc 9" />
      <w:LsdException Locked="false" Priority="35" QFormat="true" Name="caption" />
      <w:LsdException Locked="false" Priority="10" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Title" />
      <w:LsdException Locked="false" Priority="1" Name="Default Paragraph Font" />
      <w:LsdException Locked="false" Priority="11" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Subtitle" />
      <w:LsdException Locked="false" Priority="22" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Strong" />
      <w:LsdException Locked="false" Priority="20" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Emphasis" />
      <w:LsdException Locked="false" Priority="59" SemiHidden="false"
       UnhideWhenUsed="false" Name="Table Grid" />
      <w:LsdException Locked="false" UnhideWhenUsed="false" Name="Placeholder Text" />
      <w:LsdException Locked="false" Priority="1" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="No Spacing" />
      <w:LsdException Locked="false" Priority="60" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Shading" />
      <w:LsdException Locked="false" Priority="61" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light List" />
      <w:LsdException Locked="false" Priority="62" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Grid" />
      <w:LsdException Locked="false" Priority="63" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 1" />
      <w:LsdException Locked="false" Priority="64" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 2" />
      <w:LsdException Locked="false" Priority="65" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 1" />
      <w:LsdException Locked="false" Priority="66" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 2" />
      <w:LsdException Locked="false" Priority="67" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 1" />
      <w:LsdException Locked="false" Priority="68" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 2" />
      <w:LsdException Locked="false" Priority="69" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 3" />
      <w:LsdException Locked="false" Priority="70" SemiHidden="false"
       UnhideWhenUsed="false" Name="Dark List" />
      <w:LsdException Locked="false" Priority="71" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Shading" />
      <w:LsdException Locked="false" Priority="72" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful List" />
      <w:LsdException Locked="false" Priority="73" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Grid" />
      <w:LsdException Locked="false" Priority="60" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Shading Accent 1" />
      <w:LsdException Locked="false" Priority="61" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light List Accent 1" />
      <w:LsdException Locked="false" Priority="62" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Grid Accent 1" />
      <w:LsdException Locked="false" Priority="63" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 1 Accent 1" />
      <w:LsdException Locked="false" Priority="64" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 2 Accent 1" />
      <w:LsdException Locked="false" Priority="65" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 1 Accent 1" />
      <w:LsdException Locked="false" UnhideWhenUsed="false" Name="Revision" />
      <w:LsdException Locked="false" Priority="34" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="List Paragraph" />
      <w:LsdException Locked="false" Priority="29" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Quote" />
      <w:LsdException Locked="false" Priority="30" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Intense Quote" />
      <w:LsdException Locked="false" Priority="66" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 2 Accent 1" />
      <w:LsdException Locked="false" Priority="67" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 1 Accent 1" />
      <w:LsdException Locked="false" Priority="68" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 2 Accent 1" />
      <w:LsdException Locked="false" Priority="69" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 3 Accent 1" />
      <w:LsdException Locked="false" Priority="70" SemiHidden="false"
       UnhideWhenUsed="false" Name="Dark List Accent 1" />
      <w:LsdException Locked="false" Priority="71" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Shading Accent 1" />
      <w:LsdException Locked="false" Priority="72" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful List Accent 1" />
      <w:LsdException Locked="false" Priority="73" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Grid Accent 1" />
      <w:LsdException Locked="false" Priority="60" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Shading Accent 2" />
      <w:LsdException Locked="false" Priority="61" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light List Accent 2" />
      <w:LsdException Locked="false" Priority="62" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Grid Accent 2" />
      <w:LsdException Locked="false" Priority="63" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 1 Accent 2" />
      <w:LsdException Locked="false" Priority="64" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 2 Accent 2" />
      <w:LsdException Locked="false" Priority="65" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 1 Accent 2" />
      <w:LsdException Locked="false" Priority="66" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 2 Accent 2" />
      <w:LsdException Locked="false" Priority="67" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 1 Accent 2" />
      <w:LsdException Locked="false" Priority="68" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 2 Accent 2" />
      <w:LsdException Locked="false" Priority="69" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 3 Accent 2" />
      <w:LsdException Locked="false" Priority="70" SemiHidden="false"
       UnhideWhenUsed="false" Name="Dark List Accent 2" />
      <w:LsdException Locked="false" Priority="71" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Shading Accent 2" />
      <w:LsdException Locked="false" Priority="72" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful List Accent 2" />
      <w:LsdException Locked="false" Priority="73" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Grid Accent 2" />
      <w:LsdException Locked="false" Priority="60" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Shading Accent 3" />
      <w:LsdException Locked="false" Priority="61" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light List Accent 3" />
      <w:LsdException Locked="false" Priority="62" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Grid Accent 3" />
      <w:LsdException Locked="false" Priority="63" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 1 Accent 3" />
      <w:LsdException Locked="false" Priority="64" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 2 Accent 3" />
      <w:LsdException Locked="false" Priority="65" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 1 Accent 3" />
      <w:LsdException Locked="false" Priority="66" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 2 Accent 3" />
      <w:LsdException Locked="false" Priority="67" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 1 Accent 3" />
      <w:LsdException Locked="false" Priority="68" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 2 Accent 3" />
      <w:LsdException Locked="false" Priority="69" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 3 Accent 3" />
      <w:LsdException Locked="false" Priority="70" SemiHidden="false"
       UnhideWhenUsed="false" Name="Dark List Accent 3" />
      <w:LsdException Locked="false" Priority="71" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Shading Accent 3" />
      <w:LsdException Locked="false" Priority="72" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful List Accent 3" />
      <w:LsdException Locked="false" Priority="73" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Grid Accent 3" />
      <w:LsdException Locked="false" Priority="60" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Shading Accent 4" />
      <w:LsdException Locked="false" Priority="61" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light List Accent 4" />
      <w:LsdException Locked="false" Priority="62" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Grid Accent 4" />
      <w:LsdException Locked="false" Priority="63" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 1 Accent 4" />
      <w:LsdException Locked="false" Priority="64" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 2 Accent 4" />
      <w:LsdException Locked="false" Priority="65" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 1 Accent 4" />
      <w:LsdException Locked="false" Priority="66" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 2 Accent 4" />
      <w:LsdException Locked="false" Priority="67" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 1 Accent 4" />
      <w:LsdException Locked="false" Priority="68" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 2 Accent 4" />
      <w:LsdException Locked="false" Priority="69" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 3 Accent 4" />
      <w:LsdException Locked="false" Priority="70" SemiHidden="false"
       UnhideWhenUsed="false" Name="Dark List Accent 4" />
      <w:LsdException Locked="false" Priority="71" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Shading Accent 4" />
      <w:LsdException Locked="false" Priority="72" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful List Accent 4" />
      <w:LsdException Locked="false" Priority="73" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Grid Accent 4" />
      <w:LsdException Locked="false" Priority="60" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Shading Accent 5" />
      <w:LsdException Locked="false" Priority="61" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light List Accent 5" />
      <w:LsdException Locked="false" Priority="62" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Grid Accent 5" />
      <w:LsdException Locked="false" Priority="63" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 1 Accent 5" />
      <w:LsdException Locked="false" Priority="64" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 2 Accent 5" />
      <w:LsdException Locked="false" Priority="65" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 1 Accent 5" />
      <w:LsdException Locked="false" Priority="66" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 2 Accent 5" />
      <w:LsdException Locked="false" Priority="67" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 1 Accent 5" />
      <w:LsdException Locked="false" Priority="68" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 2 Accent 5" />
      <w:LsdException Locked="false" Priority="69" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 3 Accent 5" />
      <w:LsdException Locked="false" Priority="70" SemiHidden="false"
       UnhideWhenUsed="false" Name="Dark List Accent 5" />
      <w:LsdException Locked="false" Priority="71" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Shading Accent 5" />
      <w:LsdException Locked="false" Priority="72" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful List Accent 5" />
      <w:LsdException Locked="false" Priority="73" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Grid Accent 5" />
      <w:LsdException Locked="false" Priority="60" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Shading Accent 6" />
      <w:LsdException Locked="false" Priority="61" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light List Accent 6" />
      <w:LsdException Locked="false" Priority="62" SemiHidden="false"
       UnhideWhenUsed="false" Name="Light Grid Accent 6" />
      <w:LsdException Locked="false" Priority="63" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 1 Accent 6" />
      <w:LsdException Locked="false" Priority="64" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Shading 2 Accent 6" />
      <w:LsdException Locked="false" Priority="65" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 1 Accent 6" />
      <w:LsdException Locked="false" Priority="66" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium List 2 Accent 6" />
      <w:LsdException Locked="false" Priority="67" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 1 Accent 6" />
      <w:LsdException Locked="false" Priority="68" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 2 Accent 6" />
      <w:LsdException Locked="false" Priority="69" SemiHidden="false"
       UnhideWhenUsed="false" Name="Medium Grid 3 Accent 6" />
      <w:LsdException Locked="false" Priority="70" SemiHidden="false"
       UnhideWhenUsed="false" Name="Dark List Accent 6" />
      <w:LsdException Locked="false" Priority="71" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Shading Accent 6" />
      <w:LsdException Locked="false" Priority="72" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful List Accent 6" />
      <w:LsdException Locked="false" Priority="73" SemiHidden="false"
       UnhideWhenUsed="false" Name="Colorful Grid Accent 6" />
      <w:LsdException Locked="false" Priority="19" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Subtle Emphasis" />
      <w:LsdException Locked="false" Priority="21" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Intense Emphasis" />
      <w:LsdException Locked="false" Priority="31" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Subtle Reference" />
      <w:LsdException Locked="false" Priority="32" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Intense Reference" />
      <w:LsdException Locked="false" Priority="33" SemiHidden="false"
       UnhideWhenUsed="false" QFormat="true" Name="Book Title" />
      <w:LsdException Locked="false" Priority="37" Name="Bibliography" />
      <w:LsdException Locked="false" Priority="39" QFormat="true" Name="TOC Heading" />
    </w:LatentStyles>
    </xml><!--><!--[if gte mso 10]>
    <style>
    /* Style Definitions */
    table.MsoNormalTable
    {mso-style-name:"Table Normal";
    mso-tstyle-rowband-size:0;
    mso-tstyle-colband-size:0;
    mso-style-noshow:yes;
    mso-style-priority:99;
    mso-style-qformat:yes;
    mso-style-parent:"";
    mso-padding-alt:0in 5.4pt 0in 5.4pt;
    mso-para-margin:0in;
    mso-para-margin-bottom:.0001pt;
    mso-pagination:widow-orphan;
    font-size:10.0pt;
    font-family:"Times New Roman","serif";}
    </style>
    <!-->

    Hi team,
    My customer is trying out the following call flow:

     
    1.calls comes in from a T1 PRI and is routed to Contact center.
    2.If agents are  available  Calls  will 
    answered by agents ,
    3.If no agents are available  call has to be  queued to
    Skill Group for 27 secs,
    4. After 27 secs calls has to be transferred to an external number
    through the same T1.
    5.If all channels are busy calls has to be queued to skill group
    till agents are free or channels are free.
     

    Solution:
     To  Identify that  All the channels in T1 are busy
    the " Call Consult Transfer" Node in IVR used.
     
    Problem Description:
     The Issue we are facing now is ,when we use " Call Consult
    Node " in IVR Script , The IVR is not sending the information to ICM about
    the calls which are sent to external number, ICM still thinks calls
    are in IVR , which is resulting "Stale Calls or phantom Calls".
    These
    phantom calls are getting queued to Skill Group which in turn resulting in
    Agent Desktop Stuck in Reserved mode as no calls are delivered to Phone.
     
    Any ideas on how to avoid this issue.

    Subject: RE: New Message from Vivek Rao in Unified Contact Center Express CTI (UCCXC
    Replied by: David Lender on 22-08-2011 11:11:46 AM
    Vivek this forum is for UCCX CTI protocol only, not for UCCX scripting support.  You may wish to pose your question in the Contact Center product support forums.



    https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center