Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
Maintaining Your Configuration
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to route calls to an individual VRU in this configuration. Calls may be
routed to the “virtual” VRU; you cannot predict which physical VRU will
actually receive the call. Monitoring of call activity on either the “virtual”
VRU or any of the physical VRUs can be done by examining the data for
the Network Trunk Group or the peripheral Trunk Group, respectively.
routed to the “virtual” VRU; you cannot predict which physical VRU will
actually receive the call. Monitoring of call activity on either the “virtual”
VRU or any of the physical VRUs can be done by examining the data for
the Network Trunk Group or the peripheral Trunk Group, respectively.
All physical VRUs that comprise a “virtual” VRU must be connected to
the same VRU PG.
the same VRU PG.
6.11. Service Arrays
A Service Array is similar to a Network Trunk Group but aggregates
Services instead of Trunk Groups.
Services instead of Trunk Groups.
In a “virtual” VRU, each physical VRU must be configured and
programmed to perform the same call processing. This implies that each
physical VRU must have the same Service(s) configured. However,
because of the shared Network Trunk Group, the Unified ICM cannot
target a call for a Service on a specific VRU within a “virtual” VRU.
Instead, a Service Array is used for this purpose. A Service Array defines a
“virtual” Service on a “virtual” VRU, and may be used as a Skill Target in
a Unified ICM routing script.
programmed to perform the same call processing. This implies that each
physical VRU must have the same Service(s) configured. However,
because of the shared Network Trunk Group, the Unified ICM cannot
target a call for a Service on a specific VRU within a “virtual” VRU.
Instead, a Service Array is used for this purpose. A Service Array defines a
“virtual” Service on a “virtual” VRU, and may be used as a Skill Target in
a Unified ICM routing script.
To configure a Service Array:
1. Configure a Service for every physical VRU in the “virtual” VRU.
2. Create a Service Array.
3. Add the Services configured for the physical VRUs as members of the
Service Array.
Note: It is required to have one Service from each VRU in the
“virtual” VRU that is a member of the Service Array.
“virtual” VRU that is a member of the Service Array.
For example, suppose the 3 VRUs in the diagram above can service
“Sales” callers and “TechSupport” callers. Six services would be
configured; for example: VRU_1.Sales, VRU_2.Sales, VRU_3.Sales,
VRU_1.TechSupport, VRU_2.TechSupport, and VRU_3.TechSupport.
Then, two Service Arrays would be configured; for example: VRUSales
and VRUTechSupport. VRUSales would include VRU_1.Sales,
VRU_2.Sales, and VRU_3.Sales as members. VRUTechSupport would
include VRU_1.TechSupport, VRU_2.TechSupport, and
VRU_3.TechSupport as members.
“Sales” callers and “TechSupport” callers. Six services would be
configured; for example: VRU_1.Sales, VRU_2.Sales, VRU_3.Sales,
VRU_1.TechSupport, VRU_2.TechSupport, and VRU_3.TechSupport.
Then, two Service Arrays would be configured; for example: VRUSales
and VRUTechSupport. VRUSales would include VRU_1.Sales,
VRU_2.Sales, and VRU_3.Sales as members. VRUTechSupport would
include VRU_1.TechSupport, VRU_2.TechSupport, and
VRU_3.TechSupport as members.
6.12. Maintaining Your Configuration
It is preferred that changes made to your configuration be accomplished
first on the VRU, then on the Unified ICM Configuration. This will ensure
that the PG sees the configuration updates on the VRU systems.
first on the VRU, then on the Unified ICM Configuration. This will ensure
that the PG sees the configuration updates on the VRU systems.