Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide
5-1
Remote Silent Monitoring Installation and Administration Guide
C H A P T E R
5
VRU Configuration
This chapter describes the integration of the RSM prompts and call flow script
with the Voice Response Unit (VRU). The VRU determines how RMS responds
to caller-entered data (press one to continue, press # to cancel, etc.).
with the Voice Response Unit (VRU). The VRU determines how RMS responds
to caller-entered data (press one to continue, press # to cancel, etc.).
IP IVR 5.0.2 or CVP 4.0.2 may be used as the VRU, as per your environment.
IP IVR Integration
RSM installs a basic IP IVR call flow script, which is designed to meet the
majority of VRU needs without modification. Cisco Unified CM or Unified ICME
must be configured to route calls to the RSM call flow on the IP IVR Server. Refer
to the following documents for more information:
majority of VRU needs without modification. Cisco Unified CM or Unified ICME
must be configured to route calls to the RSM call flow on the IP IVR Server. Refer
to the following documents for more information:
Installation Guide Cisco ICM/IPCC Enterprise & Hosted Editions, located at
Cisco Unified Contact Center Enterprise Solution Reference Network Design
(SRND), located at
(SRND), located at
Note
Currently, only IP IVR systems with the G.711 codec are enabled. G.729 is not
supported.
supported.