Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

In Unifed CCX Administration, select Subsystems > ICM.

The Unified ICME Configuration General area automatically opens in the Unified ICME
Configuration web page when you first choose the ICM menu option from the Subsystems
menu.)

In the VRU Connection Port field, enter the TCP IP port number on the Unified IP IVR machine
that the Unified SCCE Agent/IVR Controller will use to communicate with Unified IP IVR.
The default value is 5000. Use the default unless you have a compelling reason to use a different
port.

Note: Record the VRU Connection Port that you enter. You need to configure IVR connectivity
in the Unified SCCE Web Administration Tool with this number. The Web Administration Tool
is entitled "Cisco IPCC Enterprise Web Administration."

In the Service Control field, click the Yes radio button. The Service Control interface allows
the Agent/IVR Controller to provide call-processing instructions to Unified IP IVR. It also
provides Unified IP IVR with event reports indicating changes in call state. You must enable
the service control interface to use the ICM Subsystem.

In the Parameter Separator field, enter the character used to delineate individual parameters in
a multiple parameter variable or accept the default ( | (pipe)).

In the Additional VRU Call Information check boxes, check any expanded call variables you
want to use to pass call-related information.

Click Update. The configuration information is added to the system.

How to Configure and Upload VRU Scripts

Unified SCCE uses Voice Response Unit (VRU) scripts to handle interactions with contacts.
These scripts are loaded as applications on the Unified CCX Engine.

Unified IP IVR comes with some default scripts that are loaded as applications on the Unified
CCX Engine. You also can create your own VRU scripts using the Cisco Unified CCX Editor.
When configuring Unified SCCE, you can configure any VRU scripts that you plan to use. You
must upload the scripts to the Unified IP IVR Repository so that the scripts will be available
whenever Unified SCCE sends a Run VRU Script request to Unified IP IVR.

Note: The Unified CCX administration interface uses the term "VRU." The Web Administration
Tool interface uses the term "IVR." Both terms have the same meaning. Therefore, "VRU
scripts" = "IVR scripts."

To configure VRU Scripts, do the following.

In Unified CCX Administration, select Subsystems > ICM.

Click Unified ICME VRU Scripts hyperlink.

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