Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide

Chapter 5 VRU Configuration

CVP Integration

5-4

Remote Silent Monitoring Installation and Administration Guide

•

TTS_ENABLED—Set to true to enable text-to-speech (TTS) functionality.
TTS functionality is then allowed for certain portions of the call flow (e.g.,
agent listing, information about conversations currently being monitored) in
lieu of the default pre-recorded prompts.

Step 7

Press Add. The application is created.

IP IVR Integration (Unified ICME)

To handle calls transferred directly from Unified ICME into RSM, you must
install the call flow script on IP IVR.

To install the call flow script:

Step 1

From the IP IVR web interface, click the Subsystems > ICM link.

Step 2

Click the ICM VRU Scripts link.

Step 3

Click the Add a new VRU Script link.

Step 4

Select RSM.aef for the VRU Script Name.

Step 5

Select RSM.aef for the script.

Step 6

Click Add. The script is added to Unified ICME environment.

Step 7

Navigate to the Unified ICME Routing.icms script.

Step 8

Open and modify the script to suit your environment, as required (e.g., you may
need to associate the script to the appropriate call types in the CallType Manager).

CVP Integration

The procedure provided for RSM integration with CVP is designed for a basic
CVP configuration. Before integrating RSM with CVP:

•

Ensure that your CVP VXML Server software is installed and running at
C:\Cisco\CVP\VXMLServer;

•

Ensure that CVP VXML Studio is installed on your VXML Server;

•

Ensure that you have the appropriate level of administrator’s access to the
CVP VXML Server, VXML gateway, and media server components.