The Dialed Number Configuration of Courtesy Callback allows you to restrict the dialed numbers that callers can enter when they are requesting a callback. For example, it can stop a malicious caller from having Courtesy Callback dial 911. The following table lists the configuration options for the Dialed Number Configuration:

param ccb id:<host name or ip of this gateway>;loc:<location name>;trunks:<number of callback trunks>

Where the definitions of the preceding fields are:

• id: A unique identifier for this gateway and is logged to the database to show which gateway processed the original callback request.

• loc: An arbitrary location name specifying the location of this gateway.

• trunks: The number of DS0's reserved for callbacks on this gateway. Limit the number of T1/E1 trunks to enable the system to limit the resources allowed for callbacks.

The Courtesy Callback(CCB) trunks param configuration on the ingress gateway should be calculated based on CCB call parameters by including the average CCB call duration and the fixed throttling period, to ensure effective utilization of trunks between CCB and non-CCB calls.

The trunk value is given by the equation: Number of DS0 channels * (Throttling period/Average call duration)

Example

To dedicate a maximum of 10 DS0 channels for CCB calls, if you consider the following:

• The concurrent CCB calls at any given point is 10.

• The average CCB call duration is 900 seconds which includes the callback registration, callback offered, and talk time of called back user.

• The fixed throttling period is 1800 seconds.

Then, the trunk value will be 10 * (1800/900) = 20

The following example shows a basic configuration:

service cvp-survivability flash:survivability.tcl
param ccb id:10.86.132.177;loc:doclab;trunks:1
!
                                

If you are updating the survivability service, or if this is the first time you created the survivability service, remember to load the application using the command:

call application voice load cvp-survivability

dial-peer voice 978555 pots
service cvp-survivability
incoming called-number 9785551234
direct-inward-dial
!
                                

Note: We support both POTS and VoIP dial peers that point to a service provider.

dial-peer voice 978554 pots
destination-pattern 978554....
no digit-strip
port 0/0/1:23
!
                                

voice service voip
signaling forward unconditional
                                

service cvp_cc flash:cvp_ccb_vxml.tcl

The service does not require any parameters.

Load the application with the command:

call application voice load cvp_cc

                                    dial-peer voice 123 voip
                                    service bootstrap
                                    incoming called-number 123T
                                    dtmf-relay rtp-nte
                                    codec g711ulaw
                                    no vad
                                    !
                                

In other words, this example shows the g711ulaw codec set on the 123 voip dial-peer. Note that the codec must be specified explicitly. A codec class cannot be used because recording will not work.

                                    voice service voip
                                    signaling forward unconditional
                                

                                    vxml version 2.0
                                

                                    config t
                                    vxml version 2.0
                                    vxml audioerror
                                    exit
                                

On the General tab, you can:

• Select the Reporting Server for Courtesy Callback.

• Enable secure communication with the Courtesy Callback database.

• Configure allowed and disallowed dialed numbers.

Initially, there are no allowed dialed numbers for the Courtesy Callback feature. which means:

• Allow Unmatched Dialed Numbers is deselected.

• And, the Allowed Dialed Numbers window is empty.

This initial configuration is intentional; you must specifically enable the dialed numbers allowed for your deployment.

If you wish to allow all dialed numbers except those that are specifically listed in the Denied Dialed Numbers box, check Allow Unmatched Dialed Numbers .

Otherwise, add specific allowed number to the Allowed Dialed Numbers box. Refer to the Operations Console online help for detailson how to add specific allowed numbers, and for allowed valid dialed number shortcut patterns.

• Wildcarded DN patterns can contain "." and "X" in any position to match a single wildcard character.

• Any of the wildcard characters in the set ">*!T" will match multiple characters but can only be used for trailing values because they will always match all remaining characters in the string.

• The highest precedence of pattern matching is an exact match, followed by the most specific wildcard match.

• When the number of characters are matched equally by wildcarded patterns in both the Allowed Dialed Numbers and Denied Dialed Numbers lists, precedence is given to the one in the Denied Dialed Numbers list.

This setting allows you to limit the number of calls, from the same calling number, that are eligible to receive a callback. If this field is set to a positive number (X), then the courtesy callback "Validate" element only allows X callbacks per calling number to go through the "preemptive" exit state at any time. If there are already X callbacks offered for a calling number, new calls go through the "none" exit state of the "Validate" element. In addition, if no calling number is available for a call, the call always goes through the "none" exit state of the "Validate" element."

If you click Save, the configuration is saved and is deployed after the Reporting Server restarts.

You can access the .zip file from the following two locations:

• From the Unified CVP install media in \CVP\Downloads and Samples\Studio Samples\CourtesyCallbackStudioScripts.

• From the Operations Console server in %CVP_HOME%\OPSConsoleServer\StudioDownloads.

Do not modify the following scripts.

• CallbackEngine: Keeps the VoIP leg of the call alive when the caller elects to receive the callback (and hangs up) and when the caller actually receives the callback.

• CallbackQueue: Handles the keepalive mechanism for the call when callers are in queue and listening to the music played by BillingQueue.

Modify the following scripts to suit your business needs:

• BillingQueue: Determines the queue music played to callers.

• CallbackEntry: Modify the initial IVR treatment a caller receives when entering the system and is presented with an opportunity for a callback.

• CallbackWait: Modify the IVR treatment a caller receives when they respond to the callback.

The project is imported into Call Studio. Repeat this action for each of the five folders.

When you have imported the five folders, you should see five projects in the Navigator window in the upper left corner.

For each of the Call Studio projects previously unzipped, complete the following steps:

You can also create multiple instances of this project if you want to have different hold music for different clients, for example, BillingQueue with music for people waiting for billing, and SalesQueue with music for people waiting for sales. You also need to point to the proper version (BillingQueue or SalesQueue) in the ICM script. In the ICM script, the parameter queueapp=BillingQueue would also have a counterpart, queueapp=SalesQueue.

The CallbackEntry Project (in the following step) contains a node called SetQueueDefaults. This node contains the value Keepalive Interval which must be greater than the length of the queue music you use.

This step defines values for the default queue. You can insert multiple SetQueueDefaults elements here for each queue name, if it is necessary to customize configuration values for a particular queue. If you do not have a SetQueueDefaults element for a given queue, the configuration values in the default queue are used.

1. Set the path for the storage of recorded caller names.

2. Select app.callflow.

3. In the CallbackEntry project, on the Wants Callback page, highlight the Record Name node and click the Settings tab in the Element Configuration window of Call Studio.

4. In the Path setting, change the path to the location where you want to store the recorded names of the callers.

By default, Call Studio saves the path string in your VXML Server audio folder. If you are using the default path, you can create a new folder called Recordings in the %CVP_HOME%\VXMLServer\Tomcat\webapps\CVP\audio\ folder on the VXML Server. If you are using IIS as your Media Server, create a new folder called Recordings in C:\Inetpub\wwwroot\en-us\app and set that as the path for recordings.

The example CCE script is available in the following locations:

• On the CVP install media in \CVP\Downloads and Samples\.

• From the Operations Console in %CVP_HOME%\OPSConsoleServer\ICMDownloads

For example: http://10.86.132.139:7000/CVP

This step assumes you have already created the standard ECC variables required for any Unified CVP installation. See Define Unified CVP ECC Variables.

Variable values specific to Courtesy callback include:

ToExtVXML[0] = concatenate("application=CallbackEntry",";ewt=",Call.user.microapp.ToExtVXML[0])

ToExtVXML[1] = "qname=billing";

ToExtVXML[2] = "queueapp=BillingQueue;"

ToExtVXML[3] = concatenate("ani=",Call.CallingLineID,";");

Definitions related to these variables are:

• CallbackEntry is the name of the VXML Server application that will be run.

• ewt is calculated in Block #2 .

• qname is the name of the VXML Server queue into which the call will be placed. There must be a unique qname for each unique resource pool queue.

• queueapp is the name of the VXML Server queuing application that will be run for this queue.

• ani is the caller's calling Line Identifier.

Using the ICM Configuration Manager, Network VRU Script List tool, create the following Network VRU Scripts:

Block #4: Interruptible Script (agent can interrupt the caller on hold):

• Name: VXML_Server_Interruptible

• Network VRU: Select your Type 10 CVP VRU

• VRU Script Name: GS,Server,V,interrupt

• Timeout: 9000 seconds

• Interruptible: Checked

Block #6: Noninteruptible Script (agent cannot interrupt because no caller is available):

• Name: VXML_Server_Noninterruptible

• Network VRU: Select your Type 10 CVP VRU

• VRU Script Name: GS,Server,V,nointerrupt

• Timeout: 9000 seconds (must be greater than the maximum possible call life in Unified CVP)

• Interruptible: Not Checked

Check Array and then a subfield for Maximum array size appears.

Check Array and then a subfield for Maximum array size appears.