Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
The Unified ICME Configuration web page opens.
Step 3
On the Unified ICME Configuration navigation bar, click the Unified ICME VRU Scripts
hyperlink..
hyperlink..
The Unified ICME VRU Scripts Summary web page opens.
Step 4
Click the Add a New VRU Script hyperlink and the Script area opens.
In the VRU Script Name field, enter a name for the VRU script you want to add.
Step 5
In the Script field:
•
From the Script drop-down menu, select the Unified CCX script that you want to associate
with the VRU script. OR...
with the VRU script. OR...
•
Click Edit. The User Prompt dialog box opens. Enter the name of the script, and then click
OK. The User Prompt dialog box closes, and the name you entered appears in the Script
field.
OK. The User Prompt dialog box closes, and the name you entered appears in the Script
field.
Note: Record the name of the script you enter. You need to configure IVR scripts in Unified
SCCE Web Administration with this value.
SCCE Web Administration with this value.
Step 6
Click Add.
The second ICM VRU Script area closes, and the name of the VRU script you added appears
in the first ICM VRU Scripts area.
in the first ICM VRU Scripts area.
Step 7
Repeat these steps to add any additional VRU scripts.
About Translation Routing and Post Routing
Depending on how you choose to do call routing, you must configure your Unified SCCE
deployment for post routing and possibly translation routing.
deployment for post routing and possibly translation routing.
Translation Routing
In translation routing, Unified SCCE receives the call instead of Unified IP IVR. Since Unified
IP IVR does not receive the call first, it does not run an initial script. After receiving the call,
Unified SCCE runs a script. You must configure Unified SCCE translation routing when Unified
IP IVR is used as a queue point for a Unified SCCE solution in which calls are expected to be
routed by the Agent/IVR Controller to Unified IP IVR. The call attributes will be reported as
part of a configured translation-route on Unified SCCE.
IP IVR does not receive the call first, it does not run an initial script. After receiving the call,
Unified SCCE runs a script. You must configure Unified SCCE translation routing when Unified
IP IVR is used as a queue point for a Unified SCCE solution in which calls are expected to be
routed by the Agent/IVR Controller to Unified IP IVR. The call attributes will be reported as
part of a configured translation-route on Unified SCCE.
The Unified SCCE routing scripts can direct calls based on various criteria, such as time of day
or the availability of subsystems. Unified SCCE routing scripts can use the following four
commands to interact with Unified IP IVR:
or the availability of subsystems. Unified SCCE routing scripts can use the following four
commands to interact with Unified IP IVR:
Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)
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Chapter 7: Installing and Configuring Unified IP IVR for Unified SCCE
About Translation Routing and Post Routing