As an example of determining the bandwidth consumed by prompts, assume that a call flow has 50 prompts with an average size of 50 KB 50, bytes each. Also, assume that the refresh period for the prompts is defined as 15 minutes seconds on the HTTP media server. The WAN bandwidth required for prompts in this call flow can be calculated as follows:.
When you store audio prompts on an HTTP media server, proper gateway prompt caching methods are necessary to optimize both the performance of the gateway and network bandwidth consumption. Synchronize the datetime between the gateway and the HTTP media server. On the media server, set the content expiration for example 15 minutes. The IIS log on the media server records every time a client requests a prompt.
If caching is set up correctly, these requests appear approximately every X minutes, where "X" is the number of minutes defined as the refresh interval for any particular prompt. For example, if the refresh period was set to 15 minutes, it says seconds. The 'Age' column shows how many seconds have passed since the prompt was last refreshed. In general, this number will be less than the 'Fresh Time'.
However, if no call has ever accessed the prompt recently, this number could be greater than the fresh time. Prompts are only refreshed when triggered by a call and the prompt 'Fresh Time' has expired. If the Fresh Time is a very high value, the only way to remove the prompt from cache is to reload the gateway. Note that the dat field contains pairs of hexadecimal digits, meaning that if the Correlation ID is "", the dat field must be populated as "".
The gateway bootstrap. To configure a gateway, see Configure Gateway. On the gateway, enter the following code:. The interdigit pause will also be msecs. The tone duration is also configurable and defaults to msecs. TBCT99 Replace "" with your transfer destination target; TBCT99 and the sign are mandatory. By configuring the target label with the form HFnnnnn where nnnnn are the digits to call , Unified CVP sends the digits to the Ingress endpoint for hookflash transfer.
If the switch requires a pause after the hookflash, insert commas between the HF and the transfer number. Each comma represents milliseconds. For example, to use the hookflash feature to transfer the call to the number "" with a millisecond pause after the hookflash, configure the Unified ICME label as "HF,,,,, Configuring Music on Hold. The following guidelines apply when using Multicast MOH:. The setting media-inactivity criteria does not support multicast traffic. Transcoders DSPs are required if the two endpoints participating in the call cannot negotiate a common codec.
Therefore, midcall codec negotiation greatly reduces the need for transcoders. CVP supports mixed G. You can use any combination of codecs on the legs of a call.
For example, a caller can place a call using the G. A typical use case where transcoders may be required is when phones in a WAN connected location only support the G codec, and CVP is set up for G support.
Because most of the service providers support midcall codec negotiation, transcoders in CUBE are not necessary. You commonly need transcoders controlled by Unified Communications Manager to support call flows, in which the phone supporting G is calling into CVP supporting G A Post Call Survey takes place after normal call treatment. It is used to determine whether customers are satisfied with their call center experiences.
This feature lets you configure a call flow that, after the agent disconnects from the caller, optionally sends the call to a Dialed Number configured for a Post Call Survey. The Unified CCE script can enable and disable Post Call Survey on a per-call basis by testing for conditions and setting an expanded call variable that controls post call survey. For example, the script can invoke a prompt that asks callers whether they want to participate in a survey.
Based on the caller's response, the script can set the expanded call variable that controls whether the call gets transferred to the Post Call Survey dialed number. During Post Call Survey, the call context information is retrieved from the original customer call.
The two configuration topics that follow, explain these methods. In the following procedure, enter a dialed number pattern for the inbound call and a dialed number pattern for the post call survey. In both cases, the patterns can use alphanumeric characters and wildcard characters such as the exclamation point!
The maximum length of the dialed number pattern is 24 characters. Click the SIP tab. Click Add New. Enter a pattern in the Dialed Number Pattern field. Make sure that dialed number patterns entered here are unique. An incoming dialed number can not be associated with multiple survey numbers. This action enables post call surveys for all incoming calls with the specified dialed number pattern. The Survey Dialed Number Pattern field appears.
This is the dialed number to which the calls should be transferred to after the normal call flow completes. Record the number you have entered. In the next task, you create this dialed number in CCE Administration and create a call type to associate with this dialed number. Click Save to save the Dialed Number Pattern. You are returned to the Dialed Number Pattern page. Click Deploy to deploy the configuration to all Call Servers. Configure the ECC variable to a value of n or y before the label node or before the Queue to Skillgroup node.
This sends the correct value to Unified CVP before the agent transfer. This can occur if a Queue node is used and Enable target requery is not checked. Create a new ECC variable with Name: user. Set Maximum Length: to 1.
Check the Enabled checkbox. Then click Save. You can turn off Post Call Survey in the script by setting user. You can later re-enable Post Call Survey in the same path of the script by setting this variable to y.
Add the call type for Post Call Survey, and click Save. Click Save. If you added the new expanded call variable, you must restart the active generic PG side A or B to register the new variable. The user. Therefore, if you do not want the survey to run, without first reaching an agent such as 'after hours of treatment' , you must set the isPostCallSurvey to n before the initial 'Run script request'.
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Updated: October 11, Figure 1. Figure 2. Unified CVP then confirms the cancel request. Unified ICME sends the label for the destination. Figure 3. Figure 5.
Network Transfer Setting Call Transfer From Agent to Agent When a call is transferred from Unified CVP to an agent, and that agent wants to transfer the call to another agent, the agent can make the transfer using either the agent IP phone or agent desktop.
Note The NetworkTransferEnabled setting must explicitly be set to 1 in all postroute scripts. CLI Field on Outgoing Transfers Calling Line Identification CLI is a set of digits and related indicators type of number, numbering, plan identification, screening indicator, and presentation indicator that provide numbering information related to the calling party.
Using a dynamic label as in Method 1 with "CLI" prepended is not supported. Using a dynamic label with "CLI" prepended is not supported.
Do not enter a value in the Ring No Answer time field. The No Answer DN may not be suitable for all scripts depending on the complexity of the deployment. Instead, each script should have the X path of the queue node set appropriately for each script.
Figure 6. Figure 7. Requery Mechanism In this script, when the Queue node selects an agent who does not answer the call, the script exits through the failure exit X of the Queue node. The call flow is as follows: Script connects call to agent by sending connect message to Unified CVP with requery enabled. Agent phone rings. Limitations Limitations The only limitation for the configuration described in this section is that each call that is redirected by this mechanism is counted twice in the Skill Group—once as redirected, and next as handled if the call is finally handled.
Following are the valid destinations out of the X-path of Queue to Skill Group node: Another skill group A prompt GoTo node do not use "Dynamic Label" Limitations Limitations The limitation for the configuration described in this section is that the disposition of the requeried call is not correctly reported.
Hence, do not make any modifications to this script. Modifications to this script not made as part of an official Unified CVP release nullify Cisco support responsibility for this script. Step 2 On the gateway, perform the following: For a Unified CVP Comprehensive call flow model, define the following services: application service survive flash:survivability.
The factor of 2 is a built-in IOS factor that cannot be configured. Do not adjust these values lower as this can cause the survivability event to be prematurely invoked. Note The timer receive-rtcp command configures a media activity timer for SIP calls. For a Unified CVP Standalone call flow model, first define one service: application service my-survivability-service flash:survivability.
For example, for a service name of "my-standalone-service": service my-standalone-service param keepalive my-standalone-service Note This service prevents the caller from hearing a period of silence at the start of each call if the VXML Server is down, as the gateway will know the current status of the VXML Server. Step 3 On the gateway, perform a "call appl voice load my-survivability-service" and "call appl voice load handoff.
Configure the Gateway for Call Survivability Configure the following parameters on the gateway for call survivability: open-hours-agent —The destination recovery target DNIS to be used when the current time matches any open-hours-time parameter.
Syntax: identical to open-hours-agent open-hours-time —A string representing the date or days of week and time of day that open-hours-agent's will be used for the recovery transfer maximum of 20 values. Syntax: identical to open-hours-time open-hours-cvptime —You may want to choose a particular recovery agent based on how long the call had been in Unified CVP before the failure occurred. Syntax: alert-timeout 20 setup-timeout —A numeric value indicating the maximum number of seconds that the tcl script will wait in establishing a tcp connection to Unified CVP before aborting the call attempt.
Syntax: setup-timeout 7 aa-name —If non-blank, indicates that when a failure occurs, the Unified CVP survivability script hands off the caller to the BACD auto-attendant application.
Procedure standalone —If non-blank, indicates that when a failure occurs, this Unified CVP survivability script passes control to the service name specified. Syntax Example: icm-tbct 1 disableDnisStrip —By default survivability. Syntax Example : refer-prefix " " Note If survivability is configured for REFER pass-through scenario, then the gateway must have outbound dial-peer for the referred DN. Syntax Example : refer-prefix " " refer-pass-setup-timeout —A numeric value indicating the maximum number of seconds that the tcl script will wait in establishing a call that is a refer pass-through.
Syntax Example : refer-pass-setup-timeout 7 Examples of Call Survivability Examples of Call Survivability In the first Call Survivability example, the following configurations are used: service survivability flash:survivability.
If the WAN fails, this script first tries a transfer to , and then to If the WAN fails, this script first tries a transfer to , then try , , and Case 3: If time-of-day routing is not important, but you need a last-resort transfer mechanism, put one or more DNIS in the after-hours-agent slots and do not define any times. Any failed call is always directed to the list of after-hours-agents. Assume that a sales call fails somewhere in the course of the call: If the call fails in this case, the amount of time the call had been in Unified CVP is irrelevant , send the caller back through the PSTN via a hairpin transfer to The lower preferences of dial-peers 2 and 4 is to protect against the case where a caller's ANI begins with 45, for example.
Without lower preferences, the caller would have matched dial-peer 2 and gone to the billing application instead of sales you wanted it to match dial-peer 3. The following are the configuration elements for the second example: dial-peer voice 1 pots preference 1 application billing incoming called-number Note Unlimited must be unchecked for each branch the box to the left of the location name ; otherwise bandwidth is not deducted for that branch.
The Phantom location still has unlimited bandwidth even when unchecked. Figure 8. Cisco Unified CM Administration? Find and List Locations For the branch phones, configure each phone so that it is assigned the branch location for that phone. Select a phone and set the Location field. Figure 9. Repeat for each of the locations. Minimize bandwidth usage on the WAN. In these examples, assume that: Each call begins with some IVR treatment followed by a transfer to an agent.
Configure Caching on the Gateway Determine Gateway Caching Configure Caching on the Gateway Procedure Step 1 Set the following settings on the gateway: ivr prompt memory http client cache memory file http client cache memory pool Note The 'http client cache memory file' represents the largest size prompt file in Kbytes that can be cached.
In general, break up customer prompts larger than K about a minute in length into smaller, more manageable pieces to facilitate loading and caching. For example, queue music could be a repetitive loop of a 30 second prompt. Note also that because the prompts are streamed, the prompt will not be cached unless the whole prompt is played.
Therefore, you must make prompts a manageable size. Note Synchronization does not have to be exact, but at least within a minute or two.
Times that are not synchronized can cause prompts to never refresh or they will refresh with every call, both of which are undesirable behaviors. Step 3 On the media server, set the content expiration for example 15 minutes.
Determine Gateway Caching To determine if you have properly configured gateway caching, perform one of the following actions: Procedure The IIS log on the media server records every time a client requests a prompt. Each comma represents ms by default. Note In your Unified ICM script, when using outpulse transfers with SIP calls, digits can only be outpulsed on a call that has already been established. Note When using outpulse transfers with SIP, you can also use the comma duration as the default interdigit pause duration.
This only works on blind transfers, and is not supported on consult transfers. With the branch gateway s multicasting on their local LANs. Mixed G. Step 4 Click the SIP tab. The Dialed Number Pattern window opens. Step 7 Click Add New.
Step 8 Enter a pattern in the Dialed Number Pattern field. Step 12 Click Deploy to deploy the configuration to all Call Servers.
Step 3 Set Maximum Length: to 1. Step 4 Check the Enabled checkbox. Step 9 Click Save. Step 10 If you added the new expanded call variable, you must restart the active generic PG side A or B to register the new variable. If the expanded call variable already existed, you can skip this step. Note The user. Was this Document Helpful? Yes No Feedback. Related Cisco Community Discussions. The Script Editor Busy and Ring nodes are not supported. How fast do I run?
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