Cisco Cisco IP Contact Center Release 4.6.1

Mapping Labels.................................................................................................................................160
How to Map Specific Labels to a Dialed Number/Script Selector .....................................................160
How to Set a Default Label for a Dialed Number/Script Selector ......................................................161

Application Wizard..................................................................................................................................163
How to Use the Application Wizard .......................................................................................................163
Scheduled Targets..................................................................................................................................167

How to Create a New Scheduled Target ...........................................................................................168
How to Create a New Schedule Period for a Target ..........................................................................168
How to Associate Labels with a Scheduled Target ...........................................................................170

Translation Routes..................................................................................................................................170
Translation Route Wizard........................................................................................................................171

How to Install the Application Interface..............................................................................................180
Verify Pre-Integration Configuration...................................................................................................181

Media Routing Domains....................................................................................................................182
How to Configure the Media Routing Domain...................................................................................182
Media Routing Peripheral Gateway (MR-PG)....................................................................................183
Agents................................................................................................................................................191
Application Instance...........................................................................................................................193
Application Connections....................................................................................................................193
Additional Configuration Setups........................................................................................................195
Using Application Gateways..............................................................................................................195
Skill Group Configuration with Script Editor.......................................................................................197
Pushing Information to Waiting Web Collaboration/Chat Users.........................................................200

How to Set the Expanded Call Context Enabled Option....................................................................205
How to Define an Expanded Call Context (ECC) Variable.................................................................205
Configuring ECC Variables for Use by CTI Server.............................................................................207

User Variables........................................................................................................................................207
How to Define a User Variable................................................................................................................208

Introducing Network IVRs/VRUs............................................................................................................209
VRU Configuration Tools.........................................................................................................................210

Network VRU Explorer Tool................................................................................................................210
Network VRU Script List Tool.............................................................................................................213
VRU Currency List Tool......................................................................................................................214
VRU Defaults List Tool.......................................................................................................................215
VRU Locale List Tool..........................................................................................................................217

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)