This document describes load balance between two IP Interactive Voice
Response (IVR) units. It centers on the even distribution of calls that arrive
between two IP IVRs so no single IP IVR is overwhelmed through the
Translation Route to VRU
response unit) node in a Cisco IP Contact Center (IPCC) Enterprise Edition
Readers of this document should have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
For more information on document conventions, refer to
Technical Tips Conventions.
Some of the parameters below can be used to route calls to the IP IVR,
when a script is developed for the Translation Route to VRU
Confirm the peripheral is online, as shown in Figure 1.
Figure 1 – Formula Editor—Peripheral
Check the available idle ports for a specific trunk group on the IP
IVR. Then select the IP IVR with either the maximum idle trunks or the minimum
trunks in service. In Figure 2, the choice is
based on the maximum idle trunks.
Figure 2 – Formula Editor—Maximum of Trunk Idle or Minimum of
Trunk in Service
Check the peripheral status, as shown in Figure 3. If everything runs normally, the peripheral
status number should be equal to zero, or the peripheral status number should
be less than the number of sub-systems which are expected to be offline. For
example, IP IVR is installed with database capability. If the database is not
used, the database sub-system is offline. This would increment the peripheral
Figure 3 – Formula Editor—Peripheral
The purpose is to achieve load balance between two IP IVRs, as shown in
Figure 4 – Load Balance Between Two IP IVRs
Figure 5 shows an actual ICM script.
First the call arrives at the Translation Route to VRU node.
The call is then routed to either the Run VRU Script node
(indicated by the B arrow) or the Run VRU Script node
(indicated by the A arrow). In this example, the failure condition is not taken
Figure 5 – Actual Script—Call Flow
In the configuration process of the Translation Route to
VRU node, you can change the type of target, click
Change in the Select Type field, as shown by
the A arrow in Figure 7. The
Select Type dialog box opens, as shown in
For Target Type, select Enterprise
Service, Service, or Service Array.
In this example, Service is selected.
For call distribution, select Distribute Among Targets
or Select Most Eligible Target, indicated by the A arrow in
Figure 6. Specify whether the Translation
Route to VRU node is to act like a Select or
Distribute node. If you select the Distribute Among
Targets option, the Translation Route to VRU node is
to act like a Distribute node, which distributes calls among
the targets based on the relative values. If you select the Select Most
Eligible Target option, you must define the following:
Figure 6 – Select Type
Whether to pick the target with the maximum value or the minimum
value, as shown by the B arrow in Figure
A formula that determines which target is to be
The type of target search, as shown by the C arrow in
In this example, the first step is to check if the peripheral is
online, as shown in the Consider If column in
Figure 7. Next, check the maximum idle trunks, as
shown under the Select Max Value Of column in
Figure 7. The maximum value option is set in the
Success connection field, indicated by the B arrow in
Figure 6. When you configure the
Translation Route to VRU node for multiple routes, it is
necessary to select Per-target success Connections in the
Success connection field.
Figure 7 – Translation Route to VRU Properties—Selection