Outbound Voice Routing (OVR) Configuration

How OVR routing works

Outgoing calls that are to be recorded must be routed via an additional process known as Outbound Voice Routing (OVR).

Technically, OVR is a separate IVR process that is configured specifically for outgoing calls. It acts as an intermediate layer between the telephone system and the provider. This enables additional functions such as:

  • Call recording
  • Customisation of the displayed phone number (CLIP)
  • Advanced routing logic

The decision as to whether a call is routed via OVR is determined by the configuration in the Connector App.

Requirements for the OVR function:

  • iAgent version: 12.43 or higher
  • Call connector app version: 9.2 or higher

If the OVR line is enabled, then

  • the call is routed via the OVR
  • the OVR extension is prepended as a prefix
  • a recording can be made
  • an alternative phone number can be used

If the OVR line is not enabled:

  • there is no OVR routing
  • the call is routed directly via the telephone system
  • prefix and suffix configurations can still be used
  • Example workflow with OVR routing:
OVR Extension = 981

Number dialled:

0401234567

Routing number generated by the connector:

981#0401234567

The SBC/Anynode recognises the prefix

981#

and routes the call to the OVR.

There, the following can be carried out:

  • Recording
  • displayed phone number
  • additional routing functions

The call is then forwarded to the provider.

Standard call without OVR

Agent Softphone
       │
       ▼
Telephone system
       │
       ▼
Provider

Call with OVR

Agent Softphone
       │
       ▼
Telephone systemTelephone system
       │
       ▼
OVR
       │
       ▼
Telefonanlage
       │
       ▼
Provider

Configuration Summary

To use outbound recording via OVR, the following steps must be carried out:

  1. Deploy OVR as a separate Docker container.
  2. Configure the OVR extension in the connector (connector.ovr-extension=xxx) and restart the connector.
  3. Configure SBC/AnyNode routing.
  4. Enable OVR routing and (optionally) signalled number at category, tenant or telephone system level.

Once all components have been set up correctly, outbound calls for the configured category, tenant or telephone system will be routed via the OVR. There, they can be recorded and signalled with a specific telephone number.

Setting up an OVR Docker container

Create a directory structure

A separate Docker working directory is required for the OVR.

Default path:

/srv/novomind/docker/docker-files/

Directory structure:

ovr
├── conf
├── logs
└── runtime

The configuration files can be imported from an existing IVR installation.

To do this, copy the files from

conf/*

and then adapt it.

Create a Docker Compose file

The OVR runs on IVR-Image version 9.2.

A separate `docker-compose.yml` file must be created, which runs independently of other IVR or connector containers.

Enable OVR mode

In the config.properties file:

ivr.mode=ovr

Note: Although the solution is called OVR, many configuration parameters still contain the ‘ivr’ part of the name.

Optimise performance

ivr.delayBeforeStartScript=0

This removes the delay when initiating an outbound call.

Disable functions you do not need

ivr.speech.enabled=false

ivr.chat.rest.enabled=false

These functions are not required in the OVR.

Configuring ports

All ports must be unique and must not conflict with other components.

Systems affected:

  • IVR
  • OVR
  • Connector
  • Phone
  • Speech Connector

Application Port

application.port=<freier TCP-Port>

RTP port range

callmanager.start-rtp-port=<freier UDP-Portbereich>

The RTP range covers 1,200 ports.

ASR-Port

callmanager.asr.source-port=<freier UDP-Port>

SIP-Port

callmanager.sip-udp-port=<freier UDP-Port>

For example,:

5061
5062
5063

Configure the connector

In order for the connector to recognise the OVR, its extension must be specified.

In the config.properties file:

connector.ovr-extension=<OVR-Extension>

Example:

connector.ovr-extension=981

Enter the details and save. Then restart the connector.

Once the connector has been registered, the OVR extension is automatically transferred to the Connector app. There, it is stored in the telephone system instance.

Configuring SBC / AnyNode

Anynode configuration

Anynode should be reconfigured so that outgoing calls are routed correctly.

1. Locate the routing plan for calls from agents to the IVR. For example:

Note: ‘Destination Match’ must be defined as a list of possible prefixes that match IVR telephone numbers. It should not be defined as a directory.

2. Add a redirect rule for the speed dial sequence and retain the first 3 digits (IVR telephone numbers always have 3 digits):

2.1. Navigate to ‘Establishment’ → ‘Configure’ → ‘Destination dial string rewritings’ → ‘Add’.

2.2. Ensure that the forwarding profile is unique and does not appear in routes such as ‘Sipgate Trunking to IVRs’. If it is already in use, create a new profile such as ‘WebRTC Phones/SIP Phones/Agents to IVRs’. Use this profile only for the current route.

2.3. Select the “Destination dial string” option under “Rewriting rules”:

2.4 Go to the ‘Keep characters’ tab and set a rule to retain the first 3 characters:


Even if the setting is configured so that the destination number is rewritten and the number dialled for the outgoing call via IVR – such as 200#1#0017673947483 – is rewritten to 200, call forwarding for the destination number is also configured to ensure that outgoing calls via IVR function correctly. The speed-dial sequence is rewritten so that Anynode can find the correct user in the user directory. 

2.5 Complete the configuration. The following result will then be displayed: 

3. Switch to the routing profile used in the route (from agents to IVRs). Then go to ‘Telephone Forwarding’ and enable ‘Forward the Destination Dial string’:

Anynode must forward the entire phone number in the format “200#1#0017673947483” to the IVR. The reason for this is that the route needs to be rewritten.

4. Commit.

Innovaphone configuration 

If you use innovaphone instead of anynode, an additional route is required. This ensures that calls to numbers beginning with #0# are forwarded to the IVR. Go to ‘Gateway’ → ‘Routes’ and add a route. Extension 270 is part of the IVR.If you use innovaphone instead of anynode, an additional route is required. This ensures that calls to numbers beginning with #0# are forwarded to the IVR. Go to ‘Gateway’ → ‘Routes’ and add a route. Extension 270 is part of the IVR.

Configuring Connector App settings for telephone system, category and tenant instances

To enable outgoing calls to be recorded, the relevant settings must be configured at the telephone system, tenant or category instance level.

The configuration is evaluated in the following order:

Category
   ↓
Tenant
   ↓
Phone System

First, the system checks whether OVR settings exist for a category. It then checks the client settings and, finally, the telephone system settings. This means that if recording is enabled for a specific category within a tenant, only calls in that category can be recorded. The same applies to a tenant. If OVR settings are enabled for a tenant, calls from all categories within that tenant can be recorded. If no specific settings have been configured for either tenants or categories, the telephone system settings apply and calls from all categories and tenants can be recorded. The same logic applies to determining the displayed telephone number. First, the category’s number is used; if this is not specified, then the tenant’s number is used; and if there is none there, then the telephone system’s number is used.

Note: If no category is selected for an outgoing call, the default category for calls is used.

Configuration for a telephone system instance

IIn the ‘Individual Settings’ of a telephone system instance (found under ‘Administration’ > ‘System’ > ‘Telephone System Plugin’), you can configure whether the call is routed via the OVR and, if so, which number should be signalled. The following parameters are available for this purpose:

callConnector.outgoingCall.routeToOvr = true 
callConnector.outgoingCall.ovrDisplayedNumber = (the telephone number you wish to be displayed to the caller)

Configuration for clients and category instances

The following setting should be configured: “Route via OVR”. It is only visible in the “Call Connector App” tab for clients and categories if an OVR extension has been set up for the connector.

  • Tenant settings: Administration > System > Tenants
  • Category settings: Administration > Master Data > Categories

If this setting is set to “Yes”, the “number to be signalled” can also be configured.

In addition, the “Manual Recording” setting can be enabled on a relevant instance if manual recording via the button on the browser-based phone is to be permitted. This then also applies to incoming calls in this category/from this client.