Avaya Routing into 3rd Party IVR

[waltaf]

Hello,

Is anyone able to advise how Avaya configuration should be when routing calls into third party IVR through IP trunk?

We are routing calls into Avaya through VDN --> then hunt group consisting of virtual extensions. The hunt group is sending calls to ivr through ip trunk.
This is not working at the moment,
It works if we route calls to individual virtual extension (ie 399001).
ideally when call routes into Avaya it sends to extensions on a cycle basis.

The extensions or stations in Avaya also need to be monitored by call routing software.

thanks.

[ilalpatidar]

Hello

Can you share the third party IVR details ?
I believe any integration to work with Avaya it required to be approved by our interoperability team(known as devconnect)

[nelr]

This largely depends on the third party system. There is no "standard" way to configure CM to link into any third party system, being it IVR or anything else. The third party IVR system should share the details on what is required to be set up on CM.

[evertw]

Please look on devconnect portal. Sometimes the IVR is certified and there is a devconnect document how to program it

[dupl7]

I would also suggest that you check to see if it indeed makes use of virtual extensions and not perhaps a CAS link with E1 configuration

[cartw7]

Hi, waltaf. A friend of mine used a third party solution called Tenfold for integration with Avaya. It's been working well for them so far (I believe they've been using it for about a year now), his team seems to be liking it because of the features they offer such as gamification and data capture.

[marzahn]

Originally Posted by waltaf

Hello,

Is anyone able to advise how Avaya configuration should be when routing calls into third party IVR through IP trunk?

We are routing calls into Avaya through VDN --> then hunt group consisting of virtual extensions. The hunt group is sending calls to ivr through ip trunk.
This is not working at the moment,
It works if we route calls to individual virtual extension (ie 399001).
ideally when call routes into Avaya it sends to extensions on a cycle basis.

The extensions or stations in Avaya also need to be monitored by call routing software.

thanks.

If you did not resolve it may I ask for additional information? Is the interactive voice response (IVR) solution placed locally or at a remote location?

I have good results with local devices by using a hunt group to access it. This has the benefit of allowing you an "end point' if all lines are full.