Cisco Cisco IPCC Web Option Installation Guide

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Connect connects the call. Unified SCCE sends the connect message with a label to instruct
Unified IP IVR where to direct the call.

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Release hangs up the call.

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Run VRU Script runs a VRU script on Unified IP IVR.

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Cancel cancels the VRU script that is currently running.

In post routing, Unified IP IVR receives calls directly from Unified CM. Unified CM sends the
call to the post routing route point on Unified IP IVR. Unified IP IVR searches the designated
port group for a free CTI port and accepts the call. If there is no free port, the caller hears ringing
until there is a free port to take the call.

If you configured the route point to run an initial application, such as a script to welcome the
caller and collect an account number, Unified IP IVR runs that script, notifies Unified SCCE
about the call, and waits for further instructions. If you did not configure an initial application,
Unified IP IVR just informs Unified SCCE. Unified SCCE runs a routing script after being
notified of the call. The Unified IP IVR system responds to the commands from Unified SCCE
until it signals that the call is complete.

For example, the Unified SCCE routing script could send a Run VRU Script request to Unified
IP IVR, instructing the Unified IP IVR to run a VRU script that plays music and thanks the
caller for their patience. When an agent becomes available, Unified SCCE sends a Cancel request
and Unified IP IVR stops running the current VRU script. Unified SCCE then sends a Connect
command with a Normal label that indicates the extension of the free agent. The Unified IP
IVR system routes the call to the agent indicated on the label.

Note: Unified SCCE does not support post routing within  a Unified SCCE deployment. However,
post routing is supported between a child Unified SCCE and its parent in an Unified IPCC
Gateway deployment. See your Unified IPCC Gateway documentation for more information.

How to Configure Unified IP IVR for Translation Routing

To configure Unified IP IVR for translation routing, you first add an ICM translation routing
application and then assign a JTAPI trigger to this application.

Note: Before you can configure a translation routing application, you must first upload the VRU
scripts that the application needs.

To configure Unified IP IVR for translation routing, do the following:

In Unified CCX Administration, select Applications > Application Management.

Click Add a New Application.

From the Application Type drop-down menu, select Unified ICME Translation-Routing.

Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)