Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
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Unified ICM Configuration
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6.1. Peripheral
The Unified ICM Peripheral corresponds to the VRU. The following
values can be used in any combination in the Peripheral Configuration
Parameter for the Peripherals configured with the VRU PG:
values can be used in any combination in the Peripheral Configuration
Parameter for the Peripherals configured with the VRU PG:
"/BTTELSIS": Send a single-byte pad message, after any message
with odd length is sent to the VRU, and read a single-byte message,
after any message with odd length is received from the VRU. The
default action is to block or read pad messages.
with odd length is sent to the VRU, and read a single-byte message,
after any message with odd length is received from the VRU. The
default action is to block or read pad messages.
"/ZEROTRUNKS": Tell the Unified ICM to set the available trunk
count to zero if the VRU PG goes out of service.
count to zero if the VRU PG goes out of service.
"/FILTERVARS": Send only the call variables changed by Unified
ICM to the VRU, since the last time the call variables were sent to or
received from the VRU. The default action is to send all non-null call
variables to the VRU.
ICM to the VRU, since the last time the call variables were sent to or
received from the VRU. The default action is to send all non-null call
variables to the VRU.
"/ASSUME_ANSWERED": Count calls as successfully connected
as soon as the Connect message is sent to the VRU. This will prevent
calls from being counted as abandoned when a VRU fails to send an
Event Report / Answered message in response to a Connect message.
as soon as the Connect message is sent to the VRU. This will prevent
calls from being counted as abandoned when a VRU fails to send an
Event Report / Answered message in response to a Connect message.
"/TYPE_3_TALK_TIME ": This value is used to support customers
who might be relying on the old behavior that when Service Control
Queue Reporting is enabled, VRUPIM treat the call arrived at Type3
or Type 7 VRU for self-service as in Talking state and the TalkTime in
TCD is the time the call spent at VRU. The new behavior is to treat
calls arriving at Type 3 and Type 7 VRUs the same as Type 2 and
Type 8 VRUs and the TalkTime in TCD is not incremented for self-
service call at VRU when Service Control Queue Reporting is enabled.
who might be relying on the old behavior that when Service Control
Queue Reporting is enabled, VRUPIM treat the call arrived at Type3
or Type 7 VRU for self-service as in Talking state and the TalkTime in
TCD is the time the call spent at VRU. The new behavior is to treat
calls arriving at Type 3 and Type 7 VRUs the same as Type 2 and
Type 8 VRUs and the TalkTime in TCD is not incremented for self-
service call at VRU when Service Control Queue Reporting is enabled.
6.2. Peripheral Targets
A Peripheral Target is a network target identified by a Trunk Group and
DNIS that terminates on the VRU. For EDF, a Peripheral Target must be
configured for all DNIS and Trunk Group(s) through which an incoming
call arrives. Peripheral Targets used for Translation Routes can be most
easily built with the Translation Route Wizard.
DNIS that terminates on the VRU. For EDF, a Peripheral Target must be
configured for all DNIS and Trunk Group(s) through which an incoming
call arrives. Peripheral Targets used for Translation Routes can be most
easily built with the Translation Route Wizard.
6.2.1. Event Feed VRUs
All Trunk Group/DNIS combinations that are in any way connected with
the handling of any incoming VRU call should be configured in the
Unified ICM as a Peripheral Target to ensure complete call monitoring.
the handling of any incoming VRU call should be configured in the
Unified ICM as a Peripheral Target to ensure complete call monitoring.
Those calls that do not map to a valid Peripheral Target are associated with
the Service defined in the Delivered or Originated call event. If neither
mapping fits, the call is associated with the Peripheral’s Default Route as
defined in the Peripheral Configuration Table. If a Default Route is not
defined, the PG will log an event.
the Service defined in the Delivered or Originated call event. If neither
mapping fits, the call is associated with the Peripheral’s Default Route as
defined in the Peripheral Configuration Table. If a Default Route is not
defined, the PG will log an event.