I am working on an application using Lync UCMA APIs. This Application is an IVR which can be used as Auto attend for customers planning to deploy Lync Enterprise Voice.
Below are some basic feature we intend to drive through this:
- Greet call landing on board number and route it to desired extension to speak to individuals.
- Call treatment in unanswered scenarios or user/users are busy.
- Call treatment through IVR for bulk call handling or call over flow in Helpdesk or customer care scenarios.
Here is the basic work flow of the application:
We have achieved above mentioned feature, however we had inconsistent experience while testing with 2 different scenarios.
Working scenario-“Call placed from Lync client to IVR Application”
This works fine call gets progress while user dial in the desired extension and manage to speak to the another Lync users.
Non-working scenario –“Call Placed from a Mobile to IVR application using DID mapped to the application End point”
Here the call gest connected to IVR application (greeting message gets played) ,IVR asked to dial in the Extension.
After the dial in the extension Lync user gets the invite however both the parties not able to hear each other.
I request your support here and guide us to fix the non-working scenario.
Thanks
Abhishek Shukla