If you are
using Unified CVP as a Unified ICME queuing platform, ensure that the VRU
peripheral gateways use service control with Service Control Reporting enabled.
If you are using it as a self-service platform, disable Service Control
Reporting. Also, note the VRU Connection Port that is used for each VRU
peripheral gateways Peripheral Interface Manager (PIM).
For details on design
considerations and guidelines for deploying enterprise network solutions that
includes Unified CVP, see the
Unified Customer Voice Portal Design Guide.
Through the Network to the VRU
Most call flow
models involve a step in which the call must be transferred to a VoiceXML
gateway. Depending on the specific call flow model in use, one of two
techniques is applied to direct that transfer. Both techniques involve one or
multiple labels that Unified ICME or Unified Intelligent Contact Management
Host (ICMH) provides. Configure these in the other call routing components of
the solution to deliver a call to an appropriate VoiceXML gateway. Such labels
are part of the overall dialed number plan of the contact center, and must be
determined before you configure Unified CVP.
Table 1 Call Flows
Using Network VRUs and Customer VRU
Network VRUs of Type 7 or 10
the Network Routing Number. This number is the base for routing calls through
the network to the VRU. A correlation ID is appended to this number to transfer
calls to a Network VRU through the network.
Customer VRU in Unified ICMH environments and for NIC Type 8 call flow models
Determine the translation route pools to use for each VRU.
Determine the labels to be sent to the network to connect the
call to the VRU and the corresponding Dialed Number Identification Service
(DNIS) that is seen by the VRU. For example, the label for the network might be
18008889999 and the DNIS received by the VRU and sent back to Unified ICME to
identify the call might be 9999.
Ethernet Switch/Server NIC, Gateways and Call Server Settings
Ensure to have the following Ethernet Switch/Server NIC, gateways, and Call Server settings:
The Auto option is applicable only for matched port/NIC at Gigabit Ethernet (1000 Mbps). If you are unsure of
the adjacent station configuration, select 1000/Full on the Gigabit interface. You
can use the Auto option only if both stations supply Gigabit interfaces.
Table 2 Ethernet Switch/Server NIC, Gateways and Call Server Settings
Ethernet Switch Speed
Server/Gateway NIC Speed
Speed/Duplex Setting for Switch
Speed/Duplex Setting for
Apply Contact Center Gateway Debug Settings
Log in to the
and type your password to enter the enable mode.
configure terminal command to enter configuration
contact-center to apply default debug settings.
Configure the logging buffer size using set logging
Example:set logging buffer
The logging buffer size
should be 1000000 or more.
Exit configuration mode and
return to the enable prompt by pressing Ctrl-Z.
To view the current operating configuration, including the changes you made, enter the show
To save the configuration changes, enter the write running-config
startup-config command at the enable prompt.
User Access Verification
Enter configuration commands, one per line. End with CNTL/Z.
In Unified ICME,
Network VRU is a configuration database entity. It is accessed using the
Network VRU Explorer tool of ICM Configuration Manager. A Network VRU entry
contains the following information:
number from 7, 8, and 10, which corresponds to one of the types.
Labels: This is a list
of labels, which
Unified ICME can
use to transfer a call to the particular Network VRU that is being configured.
These labels are relevant for Network VRUs of Types 7 and 10. These types use
the Correlation ID mechanism to transfer calls. Labels for Type 8 are defined
in the Translation Route Explorer tool of ICM Configuration Manager, and are
invoked using a Translation Route to VRU node.
comprises the following components:
string, which becomes a DNIS that is understood by a SIP Proxy Server, by a
static route table, or by gateway dial-peers.
client, also known as a switch leg peripheral. Each peripheral device that can
act as a switch leg must have its own label, even if the digit strings are the
same in all cases.
introduced Network VRU Type 10, which simplifies the configuration of Network
VRU’s for Unified CVP. For most call flow models, a single Type 10 Network VRU
can take the place of the Type 3, 5, 7, or 8 Network VRUs, which were
associated with the Customer Instance and the Switch and VRU leg peripherals.
The VRU-Only call flow models still require Type 8. However, in a specific case
Type 7 is required.
configuration entries themselves have no value until they are associated with
active calls. Following are the three places in Unified ICME where you can
perform this association:
for a given peripheral in the PG Explorer tool of the ICM Configuration
Instance configuration in the ICM Instance Explorer tool of the ICM
On every VRU
Script configuration in the Network VRU Script List tool of the ICM
Depending on the
call flow model, use Unified ICME to search either the peripheral or the
customer instance to determine how to transfer a call to a VRU. Unified ICME
examines the following:
VRU and the Network VRU using the Translation Route mechanism. The network VRU
is associated with the switch leg peripheral when the call first arrives on a
switch leg and Network VRU is associated with the VRU leg peripheral when the
call is being transferred.
VRU from the System Information tool, when the call is being transferred to the
VRU using the Correlation ID mechanism. The Network VRU is associated with the
Customer Instance or the default Network VRU.
VRU, which is associated with the VRU Script every time it encounters a
RunExternalScript node in its routing script. If the call is currently not
connected to the designated Network VRU, Unified ICME does not execute the VRU
supported VRU types still work with
7.1(1) and later for existing deployments. However, new installations should
use Type 10 and existing deployments should switch to Type 10 on upgrade.
SIP Dialed Number Pattern Matching Algorithm
Refer to the following points to create dialed
Wildcarded DN patterns can contain
"." and "X" in any position to match a single wildcard character.
Any of the wildcard characters in the set ">*!T" can match
multiple characters. However, only one wildcard character can be used for trailing values, else they can always match with remaining characters in the string.
highest precedence of pattern matching is an exact match, followed by the most
specific wildcard match. When the number of characters is matched equally by
more than one wildcarded pattern, precedence is given from top to bottom of the
configured DN list.
There is no explicit software limit
on the number of items in the DN pattern list.
Additional Configuration Instructions
Comprehensive call flows for prerouted calls. See Comprehensive Call Flows for Pre-Routed Calls.
class of call flows is similar to the Unified CVP Comprehensive call flow
models, except that calls are first introduced into
Unified ICME or Unified ICMH using a path
other than through Unified CVP. A Unified ICME routing
script is given the chance to preroute such calls before reaching Unified CVP. After the script transfers the call to Unified CVP for either
self-service or queuing, the standard Unified CVP Comprehensive call flow
model is used.
Common Unified ICMH Configuration for Unified CVP Switch Leg. See Configure Common Unified ICMH for Unified CVP Switch Leg. It describes Unified ICMH configuration instructions common to Comprehensive Unified ICMH and VRU-Only with NIC routing, with Correlation ID
call routing call flow models for Unified CVP switch legs.
Common Unified ICMH Configuration: Define Unified CVP ECC Variables. It provides instructions
on how to set up ECC variables that Unified CVP uses to exchange information
with Unified ICMH.
Using the Metadata ECC Variable. See Metadata ECC Variable. It defines the values for the
user.microapp.metadata ECC variable.