Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

You can configure global Service Level for all VRU services or configure Service Level for
individual services.

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You will need to configure services on ICM/IPCC software with peripheral IDs that match
the information sent from the VRU.

The peripheral ID that you enter depends on whether you are using IP-IVR or CVP as the
VRU.

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If you are using IP-IVR, you configure a service with a peripheral ID that matches the ID
you entered in CRS Application Administration as the ICM/IPCC post routing ID.
Remember the ICM/IPCC post routing ID that you configure for use when creating services
on ICM/IPCC software.

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If you are using CVP, the peripheral ID that you enter depends on the VRU type.

If the CVP is a routing client that handles new calls (VRU type 5), the peripheral service
ID be 1.

If the CVP receives pre-routed calls (VRU types 2, 3, 7, or 8), the peripheral service ID
be 2.

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Optionally, if you are using CVP as your VRU and want to perform advanced custom reporting
on VRU application details, configure the Capture microapplication, which you can include
in a script to trigger the creation of a TCD record at any point in a routing script. Configure
the Capture microapplication as a VRU script; execute the application using the
RunExternalScript node. You must name the script "CAP" or "CAP, xxx", where xxx is any
string that makes the script name unique. (For example CAP, bankingApplication). You
might want to trigger TCD creation at important points in a script, such as when a caller
completes a transaction.

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There might be cases when a call is not queued, but instead sent to the agent directly (using
the LAA Select node) from the VRU. You must ensure the VRU PG is configured correctly
to ensure that such a call is considered answered at the VRU service rather than abandoned.

If you are using IP-IVR as the VRU, set the Configuration parameter in the VRU PG record
to /ASSUME_ANSWERED to ensure that calls sent from the VRU to an agent without being
queued are reported as Answered. Do not set this parameter if you are using CVP as the
VRU.

Planning for Reporting on Unexpected Scripting Conditions

Follow these guidelines to ensure that you are able to identify when a routing script encounters
unexpected conditions:

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Decide whether you want calls that encounter unexpected scripting conditions to be counted
as default routed or as errors.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)