The below information on Translation Rules is no longer needed since Type 10 VRU were supported. This is a legacy document - and I am keeping it here just for info - but it is NOT relevant any more!!!

For how to configure IVR campaigns please see the following guide:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/User/guide/ucce_b_ucce_b_outbound-option-guide-for-unified_1261/ucce_b_ucce_b_outbound-option-guide-for-unified_1261_chapter_0101.html

With the UCCE outbound option, you must use a Translation Route to VRU within the ICM script where you want to route the call to CVP
Do NOT use a a Send to VRU node.

This is true for IVR campaigns and if you need to 'Transfer to route IVR Route Point(i.e. CVP) on AMD (Answer Machine is Detected) or When no agents are available.

Note: No agents might not be available to take a call, if the number of lines per agent is set too high or the sucessfully call answer rate is higher than expected.

This reason you cannot use a Send to VRU node, is due to the MR PG been configured as a Type 2 VRU.

I have found that a significant percentage of calls can fail when using Send to VRU. I however have not had the time to analyse why it works sometimes and not others!

Cisco documentation does state that a VRU type 2 only supports a Translation Route To VRU and a Translation Route to VRU is also what is documented in the UCCE Outbound Option Configuration Guide for routing calls into CVP for IVR Campaigns.

When routing to a IVR Campaign the call must also route through a Queue to Skill Group node. The Skill Group used is the one configured in the IVR Campaign. This is a 'dummy skill group' and should contain no agents.

It is ICM's method on keeping track on how many calls are currently at the IVR, so not to over subscribe the IVR ports.

An example script for an IPIVR Campaign script is outlined below:

note: to allow easy removal of a particular CVP CallServer from the Translation Route to VRU, custom funtions can be used. Example Custom funtions are also outlined below. If you need to remove a CVP CallServer from been used (even when its still online), edit the Custom Function so that its return value will always be '0' i.e.

In the below example this would be a change from

 Peripheral.CVP_A01.Online)*(1) 

to

 Peripheral.CVP_A01.Online)*(0) 

The first configuration will only return 0 when the CallServer is off line, but the second config will always return 0.

Campaign Configuration - Skill Group

IVR Campaign - ICM Script example

Translation Route to VRU Node in above example

Queue node in above ICM Script example

Custom Funtion used in above Translation Route to VRU node

When routing to IVR when no agents available, you must also use the Translation Route to VRU. You should not however include the Queue to Skill Group node (which is required in the IVR Campaign unless you want to to queue to an Inbound unrelated Skill group.

No Agents Available ICM Script Example