Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação

Chapter 5 VRU Configuration

IP IVR Integration

5-4

Remote Silent Monitoring Installation and Administration Guide

IP IVR Integration (non-Unified ICME)

To handle calls transferred directly from Unified CM into RSM, you must install
the call flow script and add RSM as a new application on IP IVR.

To install the call flow script:

Step 1

Log into IP IVR from the RSM server.

Step 2

Navigate to Applications > Script Management.

Step 3

Click the Upload New Scripts link. A new window appears.

Step 4

Click Browse and navigate to C:\CiscoRSM\vlengine\callflows\ipivr.

Step 5

Select the RSM.aef script then click Upload.

Step 6

The script now appears in the Script Repository.

To add RSM as a new application:

Step 1

Navigate to Applications > Application Management.

Step 2

Click the Add a New Application link.

Step 3

Select Cisco Script Application for the application type, then click Next.

Step 4

Enter RSM for the script name. (Default values can be used for Description, ID,
and Enabled fields.)

Step 5

Enter a numeric value in the Maximum Number of Sessions field, as per your
environment. The exact value is contingent upon factors such as hardware used,
IP IVR server capability, Cisco platform, etc. Set this value to the maximum
number of users that are expected to dial into the environment, and ensure this
figure does not exceed the value of Max Num Requests configuration value. (refer
to “Configuration Manager” topic in Chapter 4, Installation).

Step 6

Select RSM.aef from the Script pull-down menu. The page refreshes, allowing
you to enter custom values for the script parameters as follows:

•

VRU_VL1_VLEngine_IP—IP address of the RSM server where VLEngine
is configured.