Cisco Cisco IPCC Web Option Technical References

 

 

 

ACD Configuration 

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1     WAIT 
         WAIT TIME..............5 SECONDS    TONE.....................SILENCE 
2     PLAY TONE 
         TONE....................RE-ORDER    DURATION..............10 SECONDS 
3     DISCONNECT CALL 
4     LAST 
SPECIFY CALL GUIDE NUMBER or - .............. => 

 

Define a CallGuide on the Aastra switch for each of the Virtual VRU 

Scripts you need. Define the call treatment, and make sure that the last step 

is always a ―Forward Call‖ to your SCI RESULT Application Pilot. 
An example of a Virtual VRU Script is the following CallGuide that plays 

an announcement and then gives the control back to ICM. 
 

SELECT COMMAND => acdc 
SELECT MODE:  PRINT, DISPLAY, UPDATE, TITLES => d 
SPECIFY CALL GUIDE NUMBER or - .............. => 726 
  
    ARS SCI Prompt2 
  
*** CALL GUIDE 726      USER GROUP 1    CALL CENTER 1     05/24/06    10:42:43 
  
*** CALL GUIDE DEFINITIONS: 
  
  
*** CALL GUIDE STEPS: 
  
STEP  TYPE 
----  ------------------------------------------------------------------------- 
1     SPEAK ANNUNCIATOR MESSAGE 
         ANNUNCIATOR GROUP.............53    ANNUNCIATOR MESSAGE............4 
         ANNUN WAIT TIME.......10 SECONDS    ANNUN UNAVAILABLE STEP......NEXT 
         AGENT INTERRUPT..............YES 
2     FORWARD CALL 
         DESTINATION ...............30723 
3     LAST 
SPECIFY CALL GUIDE NUMBER or - .............. => 

 
For call queuing on the Aastra switch, define a Virtual VRU Script that 

does not immediately return control to ICM but plays different 

announcements or music. 
The following example is a simple queuing script that plays a tone and 

waits for a minute before control is given back to ICM to continue the 

routing script.