Cisco Cisco IP Contact Center Release 4.6.2 Technical References

Cisco

Contents

Preface ........................................................................................... vi

Overview ................................................................................... 9

1.1. ICM/VRU Configuration ........................................................................ 10

1.2. VRU Interface Requirements ............................................................... 10

1.3. Hardware and Software Requirements .............................................. 10

1.4. Supported Unified ICM Features ......................................................... 11

1.5. Unsupported Unified ICM Features .................................................... 11

VRU Service Control Interface .............................................. 13

VRU Time Synchronization Interface .................................... 15

Older VRU Interface Features ............................................... 17

4.1. Event Data Feed .................................................................................... 18

4.2. Call Routing Interface .......................................................................... 18

4.3. Mixing SCI and EDF .............................................................................. 18

VRU PG Installation Options ................................................. 19

5.1. Installation Options .............................................................................. 20

5.2. MIS Enabled checkbox ......................................................................... 20

5.3. VRU Reporting controls ....................................................................... 20

Event Feed choice ..................................................................... 21

Service Control choice ............................................................... 21

Unified ICM Configuration ..................................................... 23

6.1. Peripheral .............................................................................................. 24