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Thursday, 5 December 2013

Collecting caller entered digits in UCCE using IP IVR (CED)

User entered digits. A very basic part of a lot of IVR, no matter what shape or form. This post describes a way of collecting entered digits (CED) on UCCE, using IP IVR's. 

So lets kick off with the ICM script (see below). This script, straight from the start, invokes an external script (IP IVR), called IVR.aef. So what is being achieved here, is that a call follows the ICM script, then an external IP IVR will do the actual CED and will play the menu prompt, and will feed these digits back into  UCCE. After this UCCE will route the call in accordance with the digits that were entered.

Fig. 1 ICM script with CED .aef and transfer to Labels

The external script is depicted in Figure 2.  It starts by defining the Caller_Entered_Digits variable as the variable where the digits get stored. After that a prompt is played, providing the options to the caller (we have 4 in this case, plus a sub menu under option 1). So really all this script does is add a digit to whatever option is chosen by the caller. After that the script ends and hands the call back to the ICM script.

Figure 2 - Caller Entered Digits through IP IVR / UCCX

Back to Figure 1, after the external script has finished, a CED node is added, its properties are shown in Figure 3.

Figure 3 - CED node properties

After the cases have been defined, the call is routed to, in this case a Label, which is a huntgroup (DN's 6721, 6718 etc etc) . of course more logic could follow after CED has been carried out (such as handing the call off to a skill group).




  1. Nice Post

    I have a query in the IVR script why we need the first two step with "set enterprise call info" and do we need to create any enterprise variable in IVR script for UCCE


  2. Rupam,

    sorry for the somewhat late response, the second parameter called "set business unit" is used to define the subdirectory, where the prompt for a particular business unit can be found. So for instance Finance would result in all prompt being at location P[Finance\Finance_Menu]. the "finance value is collected in the actual ICM script. There definitely is no pre-set requirement to use this mechanism it just makes it easier to destinguish between prompt if you have a large number of business units, or maybe even when UCCE is offered in a hosted/multi tennanted setup.