Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação
5-3
Remote Silent Monitoring Installation and Administration Guide
Chapter 5 VRU Configuration
IP IVR Integration
Installation Guide Cisco ICM/IPCC Enterprise & Hosted Editions for your
Unified CCE release, located at
Unified CCE release, located at
Cisco Unified Contact Center Enterprise Solution Reference Network Design
(SRND), located at
(SRND), located at
Note
Currently, only IP IVR systems with the G.711 codec are enabled. G.729 is not
supported.
supported.
Upload RSM Prompts
RSM prompts are the decision tree selections that a caller hears and responds to
when they dial into the system. They must be uploaded into the system for IP IVR,
as described below.
when they dial into the system. They must be uploaded into the system for IP IVR,
as described below.
To upload RSM prompts:
Step 1
Navigate to Applications > Prompt Management.
Step 2
Select the en_US directory.
Step 3
Click the Create New Folder link. A new window appears.
Step 4
Enter VL for the Folder Name.
Step 5
Click Create. The Prompt Management page refreshes, and includes the newly
created VL directory.
created VL directory.
Step 6
Click the VL directory.
Step 7
Click the Upload New Prompts link. A new window appears.
Step 8
Click Browse and navigate to C:\ CiscoRSM\vlengine\callflows.
Step 9
Select the prompts.zip file then click Upload.
Step 10
The file is uploaded to the server, populating the directory with the RSM system
prompt files.
prompt files.