Cisco Cisco Administrative Workstation User Guide

argument in the PBX Host Port Number field on the 

.

The existence of one or more network (external) VRUs does not negate the use of the Virtual
VRU as a queue point.

Note: Regardless of whether you use a network VRU or a Virtual VRU, you must 

 for the ARS peripheral to support ICM-controlled queued calls using

the SCI interface.

See the System Manager Guide Supplement for details about Virtual VRU scripts.

Examples of Deployment Models for the ARI Solution

This section shows some examples of deployments and illustrates how the ARS PG fits in with
the traditional Unified ICM components the same way as a traditional TDM PG.

Note that adding an ARS PG to an environment with traditional, TDM ACDs results in hybrid
routing system. A hybrid system is one that uses both enterprise routing to TDM PGs (where
the ACD picks the agent) and agent-level routing to ARS PGs (where Unified ICM picks the
agent).

The Reporting Guide for Cisco IPCC Enterprise & Hosted Editions includes a discussion of
hybrid routing.

In the following illustration, an ARS PG has been added to an existing configuration that consists
of TDM PGs and a Cisco Unified Communications Manager (formerly, CallManager) PG. This
is a hybrid system.

Figure 4: ARS PG Added to Existing System

In the following illustration, an ARS PG replaces a TDM PG. The ACD is retained, and its role
changes to that of an ACD/PBX. This is also a hybrid system, as it has both a traditional TDM
PG and an ARS PG.

ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise & Hosted Editions Release 7.2(1)