Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação
5-5
Remote Silent Monitoring Installation and Administration Guide
Chapter 5 VRU Configuration
IP IVR Integration
•
VRU_VL1_VLEngine_Port—Default, unless the value of the
VLEngine_HTTPListenPort setting has been changed in the Windows
Registry Editor (see Appendix B, Registry Keys).
VLEngine_HTTPListenPort setting has been changed in the Windows
Registry Editor (see Appendix B, Registry Keys).
•
VRU_VL1_PhoneSim_Port—Default, unless the value of the
PhoneSim_HTTPListenPort setting has been changed in the Windows
Registry Editor (see Appendix B, Registry Keys).
PhoneSim_HTTPListenPort setting has been changed in the Windows
Registry Editor (see Appendix B, Registry Keys).
•
MAX_NUM_LOGIN_ATTEMPTS—Number of invalid login attempts
allowed before the system rejects the call. Default value is three (3).
allowed before the system rejects the call. Default value is three (3).
•
TTS_ENABLED—Set to true to enable text-to-speech (TTS) functionality.
TTS functionality is then allowed for certain portions of the call flow (e.g.,
agent listing, information about conversations currently being monitored) in
lieu of the default pre-recorded prompts.
TTS functionality is then allowed for certain portions of the call flow (e.g.,
agent listing, information about conversations currently being monitored) in
lieu of the default pre-recorded prompts.
•
VRU_VL1_PhoneSim_IP—IP Address of RSM server where PhoneSim
service configured
service configured
Step 7
Press Add. The application is created.
IP IVR Integration (Unified ICME)
To handle calls transferred directly from Unified ICME into RSM, you must
install the call flow script on IP IVR.
install the call flow script on IP IVR.
To install the call flow script:
Step 1
From the IP IVR web interface, click the Subsystems > ICM link.
Step 2
Click the ICM VRU Scripts link.
Step 3
Click the Add a new VRU Script link.
Step 4
Select RSM.aef for the VRU Script Name.
Step 5
Select RSM.aef for the script.
Step 6
Click Add. The script is added to Unified ICME environment.
Step 7
Navigate to the Unified ICME Routing.icms script.
Step 8
Open and modify the script to suit your environment, as required (e.g., you may
need to associate the script to the appropriate call types in the CallType Manager).
need to associate the script to the appropriate call types in the CallType Manager).