This document describes one reason why the Cisco Intelligent Contact Management (ICM) drops calls routed by a Translation Route to an IP Interactive Voice Response (IVR) System in a Cisco IP Contact Center (IPCC) environment.
Readers of this document should have knowledge of these topics:
Cisco Customer Response Solutions (CRS)
The information in this document is based on these software and hardware versions:
Cisco ICM version 4.6.x and later
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.
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When the failure occurs, the topology is set up as shown here.
The ICM route point is associated with an ICM script which does a Translation Route to a VRU node to trigger a script on the IP IVR, as shown in below. This Translation Route VRU node fails.
When testing this specific ICM script through CallTracer, it completes correctly. However, when the incoming call hits the route point in the production environment, it fails with the following sequence:
Experiencing a short bit of silence.
A fast busy.
This is a configuration issue. View the rtr log file on the Router using the Dumplog utility, the following message appears:
15:20:51 ra-rtr Trace: TranRouteToVRU failed. Unable to map route 5009 to a network VRU
Verify the specific route, it is associated with a specific IP IVR. Check the configuration in PG Explorer, the Network VRU name is set to NONE instead of the name of this specific IP IVR under Advanced, as shown below. Select the right Network VRU name resolves this issue.
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