Cisco Cisco Unified Contact Center Enterprise 9.0(1) Manual De Manutenção

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Routing a Call to the VRU: Translation routing is the preferred method of routing a call to
the VRU. The DNIS used in the translation route is not the original number dialed by the
customer, but rather, the Dialed Number used to route the call to the VRU.

The scenario is as follows:

a

.

Call comes in to the Unified CM.

b

.

Unified CM identifies the number as a route point for the Unified CM PG.

c

.

The Unified CM PG receives a route request from the Unified CM and forwards it to the
CallRouter.

d

.

The CallRouter runs the script for the translation route to the VRU.

e

.

A Label is returned to the Unified CM via the Unified CM PG.

f

.

The Unified CM routes the call to the VRU, based on the CTI route point for the translation
route.

g

.

VRU sends up a request instruction with the DN as the DNIS.

h

.

VRU PG matches up the call and the Correlation ID, then informs the CallRouter of the
call arrival with a "request instruction."

i

.

The CallRouter matches the correlation ID and finds the pending script/call.

j

.

The CallRouter continues with script (for example, run script).

For translation routing, the VRU Type to configure in the Network VRU in the Unified
ICM/CCE/CCH Administration User Interface is type 2.

Be sure the Unified CM PG routing client and the VRU PG routing client both have the
labels mapped for the peripheral targets in the translation route.

About Routing Configuration

To set up routing in your Unified CCE system, you must set up the following entities:

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Dialed Numbers: The dialed number is the number that the caller dials to contact an agent.
It is sent as part of the call detail information in the route request message sent from the
routing client.

In the system software, you set up a Dialed Number List. It identifies all of the phone numbers
in your contact center that customers can dial to initiate contact.

Note: Unified SCCE does not support Dialed Number Lists. Instead, it only uses dialed
numbers.

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)