Cisco Cisco Administrative Workstation User Guide

1. From Configuration Manager, select Tools > List Tools > Enterprise Skill Group List.

.

2. When the Enterprise Skill Group List window appears, click Add to define a new Enterprise

Skill Group or click Retrieve and select an existing one.

3. On the Attributes tab, click Add to add Skill Groups as members.

See also:

Configuration and Scripting for the VRU

Follow these guidelines when configuring Self-Service applications, Information Gathering
applications, and queue applications:

•

Enable Service Control and Queue Reporting at the VRU peripheral.

•

Use the VRUProgress variable in the Set node of the routing script to indicate the status of
the call at different points in the routing script. You can set the status to VRU unhandled,
VRU handled, VRU assisted, VRU opt out unhandled, VRU script handled or VRU forced
transfer.

For each transaction in the VRU Self-Service or Information Gathering application for which
you plan to change the VRUProgress variable, create a separate Call Type. In the script,
change the Call Type when a call reaches the end of a transaction and then change the
VRUProgress variable. This enables you to report on each transaction separately using the
Call Type VRU Activity reports.

•

Optionally, if you are using CVP as your VRU and want to perform advanced custom reporting
on VRU application details, configure the following:

–

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).

–

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

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)