Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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.

In deployments other than System IPCC, if you want the calls to count as default routed, plan
to configure default labels for each dialed number if you do not want calls that cannot be
routed to be reported as errors. When a call is routed to a default label, the call is added to
the count of default routed calls to the call type. If the call cannot be routed and a default
label is not assigned, the call is counted as an error. In System IPCC you do not configure
default labels.

Also, plan to include a Termination Node with Termination type of default label for all scripts
in which there is some unexpected input (else condition). This ensures that the call is added
to the count of default routed calls to the call type. If the call cannot be routed and a default
label is not assigned, the call is counted as an error.

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