IVR - How to configure a IVR port in YSE

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IVR - How to configure a IVR port in YSE


Article ID: 51434 - Last Review: March 30, 2012

INFORMATION

IVR Routing uses 5020 IP port as its port type. APPSERVER ports that were used with Intelligent Queue cannot be transitioned over to IVR Routing. When you install IVR Routing, you need to create new ports. You cannot reuse ports that were previously used for Intelligent Queue. If you are using MCD 5.0 and IVR Routing, you must set the service level for the 5020 IP port to “trusted” (In MCD 4.2, they should not be "trusted"). If you have write back enabled, you can set the service level setting in YourSite Explorer. Otherwise, you must do so in the PBX. 
 

To enable write-back functionality

  1. In YourSite Explorer, click YourSite=>Media servers.
  2. Select the media server for which you want to enable read/write functionality.
  3. Click the Telephone System tab in the ribbon.
  4. In the Settings section, select Read/Write.
  5. Click Save.

To create an IVR port

  1. In YourSite Explorer, click Visual Workflow Manager.
  2. Click Extensions.
  3. Click Add.
  4. Complete the following fields:
    Name: Type a name for the extension.
    Reporting/Dialable number: Enter a dialable number for the extension.
    Extension Type: Select the extension use tupe from the drop down list.

    • RAD 5020 IP Port: this port type is used to process RAD (Recorded Announcement Device) messages
    • Messaging port 5020 IP: this port type is used to process voice call flows
    • Callback port 5020 IP: thie port type is used to process Outbound Callback requests
    • UPiQ port 5020 IP: this port type is used to process UPiQ (Updated Position in Queue) messages.

    NOTE: Ensure you select the correct extension type for the port. For example, if you want the extension to be a messaging port, select Messaging port 5020 IP. If you want the extension to be a RAD port, select RAD port 5020 IP, etc. This is different than in IQ, where ports were all APPSERVER ports. The ports now need to be setup as 5020 on the PBX.

    Media Server: Select a media server from the media server list.
    Failover media server: Select a failover media server to handle the call load in the event the primary media server goes offline (only for voice Extensions).
    Class of service: Automatically populated based on the Class of service set earlier in the Media servers section.
    Call Flow: You can associate the port to a Call Flow now, or later.

    NOTE: Until the port is associated to a Call Flow and saved, it will not come into service.

    Trusted Service Level: This needs to be enabled for IVR.
    This is a remote port: Choose the remote server that the IVR is configured on if they are setup as remote.
    MiTAI/MiAUDIO Local Binding IP Address: This is used if you have more than once NIC and want the MiTAI/MiAUDIO to use a certain one (i.e If you have a data and voice network split).
  5. If you want to disable real-time monitoring and data collection on this device, select "Disable real-time monitoring, data collection and call handling" on this device.

    NOTE: This option is only used to un-license the port and discontinue its use. Un-licensed extensions can be assigned to a call flow but will not go into service or be visible in Contact Center Client.
  6. Click Save.

    NOTE: If the port is properly created and does not come into service, check to ensure the prairieFyre IVRInbound Service is installed and running. If the service is not installed, it’s possible the site was not licensed for IVR when it was installed. If that’s the case, you need to re-run the Mitel Contact Center Configuration Wizard to reinstall the IVR services. As of 6.0 FP1, a warning will show advising you need to run this wizard if you update your licensing to include IVR licenses.

To set the service level for the 5020 IP port to “trusted” in YourSite Explorer

  1. In YourSite Explorer, click Visual Workflow Manager.
  2. Click Extensions.
  3. Click the extension for which you want to set the service level.
  4. Under Port Options, select the Trusted Service Level check box.
    NOTE: The "Trusted Service Level" option only applies if you are using MCD 5.0+. If you are using any prior supported 3300 firmware version, the option does not exist and it may cause issues getting the ports in service.
  5. Click Save.

To set the service level for the 5020 IP port to “trusted” in the PBX

  1. Log in to the 3300 ICP.
  2. Navigate to User and Device Configuration.
  3. Click on the extension for which you want to set the service level.
  4. On the Profile tab, select Trusted, from the drop-down list beside Service Level.
  5. Click Save.

 



APPLIES TO

IVR/VWM

Keywords: howto configuration IVR Routing Mitel



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Last Modified:Tuesday, May 17, 2016
Last Modified By: AndrewMontpetit
Type: HOWTO
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