Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação
7
When the call arrives, the VRU asks the CICM for instructions and it sends the translation route label
along with the request. The translation route label functions as the correlation ID. It allows the CICM to
uniquely identify the call and continue script processing.
along with the request. The translation route label functions as the correlation ID. It allows the CICM to
uniquely identify the call and continue script processing.
8
The CICM script executes a RunExternalScript node and sends an instruction to the VRU to run a certain
Network VRU script.
Network VRU script.
9
When done, the VRU reports the result back to the CICM. The result might include digits collected from
the caller. The CICM script continues and steps 8 and 9 might be repeated any number of times.
the caller. The CICM script continues and steps 8 and 9 might be repeated any number of times.
10
When the CICM script hits a script node that selects a destination for the call, such as a Select, Label,
Scheduled Select node, or when the CICM is already queuing the call using a Queue node and an agent
becomes available, the CICM instructs the VRU to connect the call to the selected destination. The dialog
between the CICM and the NAM/routing client is now terminated and the VRU becomes the new routing
client for the call.
Scheduled Select node, or when the CICM is already queuing the call using a Queue node and an agent
becomes available, the CICM instructs the VRU to connect the call to the selected destination. The dialog
between the CICM and the NAM/routing client is now terminated and the VRU becomes the new routing
client for the call.
11
The VRU connects the call to the new destination.
Type 5 and type 6 call flows
The type 5 and 6 VRU call flows are for Network VRUs connected at the NAM, where the VRU is also the
switching device, so that there is a single “requester” acting as the routing client and the VRU controller at
the same time. This requester in a type 5 or type 6 Network VRU architecture can be either a NIC or a VRU
PG. An ACD PG is not supported in this case, since it does not support VRU control.
switching device, so that there is a single “requester” acting as the routing client and the VRU controller at
the same time. This requester in a type 5 or type 6 Network VRU architecture can be either a NIC or a VRU
PG. An ACD PG is not supported in this case, since it does not support VRU control.
The difference between Network VRU call flows of type 5 and type 6 lies in whether the routing client needs
explicit instructions to connect the call to the VRU (type 5) or not (type 6). The fact that explicit instructions
are used with type 5 to connect the call to the VRU resource implies that the VRU might have different (types
of) VRU resources available and that the NAM/CICM can control which ones are being used. With a type 6
Network VRU it is simply assumed that there is a single VRU available that can be used.
explicit instructions to connect the call to the VRU (type 5) or not (type 6). The fact that explicit instructions
are used with type 5 to connect the call to the VRU resource implies that the VRU might have different (types
of) VRU resources available and that the NAM/CICM can control which ones are being used. With a type 6
Network VRU it is simply assumed that there is a single VRU available that can be used.
Setup and Configuration Guide for Cisco Unified Intelligent Contact Management Hosted Release 9.0(1)
92
Network VRU
Type 5 and type 6 call flows