Cisco Cisco IP Contact Center Release 4.6.1 Release Note

On the Attributes tab, enter the following configuration information for the BasicQ script:

•

Then:

If:

Enter isnvru.

Network VRU

•

Then:

If:

Enter script name (for example, BasicQ).

VRU Script Name

•

Then:

If:

Enter the script file name (for example, BasicQ.aef).

Name

•

Then:

If:

Enter 180.

Timeout (seconds)

•

Then:

If:

Leave blank.

Configuration param

•

Then:

If:

Select the same ICM customer you selected for Call Type from the drop-down
list.

Customer

Select the Interruptible check box.

Click Save and then click Close.

CICM VRU Script Considerations

Use the CICM Script Editor SendToVRU node to connect the call to the Network VRU.

For more information about creating scripts, see ISN Configuration and Administration - Chapter
2, "Using NAM/ICM with the ISN IVR Solution".

Note: A RunVRU Script or Queue node is an "implicit" SendToVRU node, although error
handling is easier if the explicit "SendToVRU" node is used.

RONA and ISN

When using IPCC with ISN, the ICM Router Requery function is used to take the call away
from the non-answering agent and requeue it for service.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)