This document provides information that describes the call flow as seen
in a Cisco Unified Intelligent Contact Management (ICM) Hosted environment with
a Type 5 Voice Response Unit (VRU).
Cisco recommends that you have knowledge of ICM Hosted
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
In a call flow, a call arrives at a Network VRU which sends a Route
Request to the NAM CallRouter. The request is forwarded to the CICM for
processing. The script on the CICM performs a RunVRUScript node. The NAM
receives the RunVRUScript command from the CICM and
then forwards the RunVRUScript message to the VRU.
The NAM uses the VRUScript time-out registry setting for the CICM
scripts. The min/max values are 30/720 seconds. ICM does not pass the VRUScript
time-out from the CICM. In the above call flow, the VRU script is an interview
type of script with multiple questions or responses and can take in excess of
720 seconds to complete, which causes the script to time-out.
When the run script is sent to the NAM, the configured time-out on the
CICM is not sent with it. Therefore, the NAM uses its own default time-out
value for all CICM-initiated run scripts.
Break the interview VRUScript into multiple, smaller scripts. Each
script will have the max value time-out of 720 seconds.