In a Unified CCE system, the Unified CCX system uses the ICM subsystem, which manages call distribution across sites and call-processing environments.
The Unified CCX system is a queue and call-controlpoint within the Enterprise system that the Unified ICME system manages. The Unified ICME system manages the queuing and call control.
Cisco User to User (UU) scripts, which the BasicQ.aef script is, do not handle complete calls, but provides different call-handling instructions to be executed sequentially by the Unified CCX server. For example, VRU scripts may play a prompt or acquire dual tone multi-frequency (DTMF) values.
The following example ICM VRU script runs two different Unified CCX scripts, CollectDigits and BasicQ, that provide two different call-handling steps in the ICM VRU script.
Figure 1. Example ICM VRU Script
ICM VRU scripts run when the Unified ICME system sends a Run VRU Script request to the Unified CCX system using a Run External Script node in an ICM script. However, before the Unified ICME system can run a VRU script, you must have configured the Unified CCX script that the VRU script is to run, uploaded it to the Unified CCX Repository, and mapped it to the ICM VRU script.
For related Unified CCX Contact Center documentation, see Cisco Unified Contact Center Express Documentation.
For related Unified CCE documentation, see Cisco Unified Contact Center Enterprise Documentation.
Cisco Unified Contact Center Express Scripting Series: Volume 1, Getting Started Developing Scripts
Cisco Unified Contact Center Express Scripting Series: Volume 2, Editor Step Reference
Cisco Unified Contact Center Express Scripting Series: Volume 3, Expression Language Reference
Cisco Unified Contact Center Express Administration Guide
Cisco Unified Contact Center Express Installation and Configuration Guide
Cisco Unified Contact Center Enterprise Installation and Configuration Guide