Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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).

–

Metadata ECC variable microapplication, which collects high-level details about the script
application. Configure an ECC variable in ICM/IPCC Expanded Call Center Variables
configuration tool. The variable length normally be 62 bytes but can be as low as 21 bytes
to save space if needed.

–

Use these microapplications in your scripts to trigger TCD creation at points in the script
for which you want to capture data, such as when a transaction completion. Using the
metadata ECC variable in conjunction with the Capture microapplication enables you to
capture additional details about the performance of the script and the customer's experience
for each point in the script for which a TCD record is created.

•

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.

Translation Route Reporting

Translation routes are used to transfer a call from one routing client to another and retain the
details about call tracking, call data and cradle to grave reporting. They form an intermediate
destination which is allocated when a script sends a call from a source routing client to a
destination. After the call reaches the destination, the translation route is available for reuse as
the route is not busy for the entire duration of the call.

Translation routes use a 'pool' of DNIS's . These DNIS serve as the intermediate targets of the
calls on each possible destination. For any given translation route, one pool is used. The size
of this pool is set by using a formula defined in the ICM documentation. If the pool is too large,
ACD or VRU resources are wasted (These numbers are PSTN exposed). If the pool is too small,
few calls are lost as these calls cannot be sent when the entire pool is in use.

The following table describes the new IPCC Translation Route report templates which are
used to track the route usage and/or the overflow conditions:

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)