Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

Figure 78: The Translation Route to VRU Icon

When ICM uses the translation route to VRU method to route a call to a Type 2 SCI VRU, the
VRU becomes the new routing client (dynamic routing client) for the call. This means that the
next Connect message is sent to the VRU from the CallRouter to connect the call (to an agent,
for example).

Note: In order for the dynamic routing client feature to work, the routing target (network VRU,
device targets, services, etc.) need to have labels configured for the type 2 VRU as a routing
client.

This feature is applicable for following call scenarios:

•

Receiving a call on a converged enterprise network after a carrier pre-route using ISN (release
2.1 and later) to control the call.

•

Supporting Outbound Option for Hosted IPCC where a shared Network VRU is used for
providing announcements to targeted phones/answer machines.

•

Using pre-routing for load balancing purposes before the call is sent to an ISN controlled
network, with call context and cradle to grave reporting capabilities.

In an environment where the routing client is not capable of Network Transfer (such as GKTMP
NIC) all the pre-route calls must be transferred to ISN via Translation Route To VRU to take
advantage of network transfer feature.

Typical Call Flow Example:

1. A call is pre-routed by ICM using a carrier NIC (for example, AT&T) to a Type 2 premise

VRU using the TranslationRouteToVRU mechanism. The VRU becomes the new routing
client.

2. When the VRU is done with the call, the script connects the call to an agent on a TDM

ACD (using translation routing again) and the VRU connects the call to the agent.

3. The agent answers the call and talks to the caller.

4. The agent initiates a transfer and the script and configuration execute a network transfer.

The Connect message is sent to the Type 2 VRU, and the VRU connects the call to the
new destination.

Following is the Properties dialog box for the Translation Route to VRU node:

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)