Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
How to Configure Unified IP IVR for Unified SCCE Post Routing
To configure Unified IP IVR for post routing, you must first add an ICM post routing application
and then assign a JTAPI trigger to this application.
and then assign a JTAPI trigger to this application.
Note: Before you can configure a Unified SCCE routing application, you must first upload any
VRU scripts that the application needs.
VRU scripts that the application needs.
To configure Unified IP IVR for post routing, do the following:
Step 1
In Unified CCX Administration, select Applications > Application Management.
Step 2
Click Add a New Application.
Step 3
From the Application Type drop-down menu, select Unified ICME Post-Routing.
Step 4
In the Name field, enter the name of the script on which the translation-routing is based.
Step 5
Press the Tab key to automatically populate the Description field.
Step 6
In the ID field, accept the ID, or enter a unique ID. This field corresponds to the service identifier
of the call reported to the Cisco ICM and configured in the Cisco ICM translation route.
of the call reported to the Cisco ICM and configured in the Cisco ICM translation route.
Step 7
In Maximum Number of Sessions, enter the maximum number of sessions that the application
will be able to handle simultaneously.
will be able to handle simultaneously.
Step 8
In the Enabled field, accept the default radio button Yes.
Step 9
In the Timeout (in secs) field, enter a value (in seconds). This value is the maximum amount
of time the system will wait to invoke the application before rejecting a contact.
of time the system will wait to invoke the application before rejecting a contact.
Step 10
From the Default Script drop-down list, choose the script that will be run if a system error
occurs, or if instructed by Unified SCCE to route to the default treatment.
occurs, or if instructed by Unified SCCE to route to the default treatment.
Step 11
Click Add. A message displays confirming the operation has been successfully executed.
Step 12
Click OK.
Step 13
Click Add New Trigger. The Add a New JTAPI Trigger page opens.
Step 14
From Trigger Type drop-down menu, select Unified CM/Unified CME Telephony, and then
click Next.
click Next.
Step 15
In Unified CCX Administration, select Subsystems > Unifed CM Telephony.
Step 16
On the Unified CM Telephony Configuration navigation bar, click the Unified CM Telephony
Triggers hyperlink.
Triggers hyperlink.
The Unified CM Telephony Trigger Configuration summary web page opens.
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