Configuration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1)
Unified ICM Configuration
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Unified ICM Configuration

Contents

Unified ICM Configuration

Configure Unified ICM Server

Procedure
    Step 1   Log in to Operations Console and click Device Management > Unified ICM.
    Step 2   Click Add New.
    Note   

    To use an existing ICM Server as a template for configuring a new ICM Server, select an ICM Server from the list of available Unified ICM Servers and click Use As Template and perform Steps 3 to 6.

    Step 3   Click the General tab and enter the field values. See General Settings.
    Step 4   (Optional) Click the Device Pool tab and add the Unified ICM Server to a device pool. See Add Unified ICM to Device Pool.
    Step 5   Click Save.

    ICM Server Settings

    General Settings

    Unified CVP provides VoIP routing services for the Unified CCE and Unified CCX products. Unified ICM provides the services to determine where calls should be routed. These calls can be routed to ACDs, specific agents, or to VRUs. However, the routing services themselves must be provided by an external routing client.

    A Unified ICM Server is required in Unified CVP Comprehensive, Call Director, and VRU-Only call flow models.

    To configure General settings on an ICM Server, on the General tab, enter the field values, as listed in the following table:

    Table 1 Unified ICM—General Tab Configuration Settings

    Field

    Description

    Default

    Value

    Restart Required

    IP Address

    The IP address of a Unified ICM Server

    None

    Valid IP address

    No

    Hostname

    The name of the Unified ICM Server

    None

    Valid DNS name. It includes alphanumeric characters and a dash.

    No

    Description

    Additional information about the Unified ICM Server

    None

    Up to 1024 characters

    No

    Device Admin URL

    The URL for the Unified ICM Web configuration application.

    None

    Valid URL

    No

    Add Unified ICM to Device Pool

    Configure ICM Settings for Standalone Call Flow Model

    You can convert a configuration from a nonreporting configuration (that is, no Call Server is defined) to a Reporting or ICM Lookup Configuration. If you have configured Unified CVP for a Standalone call flow model without reporting, the version of the VXML Server you defined cannot be associated with a Call Server. This VXML Server definition is required for reporting and for the ICM Lookup. Hence, delete the existing VXML Server definition and begin with Step 4 to incorporate a Call Server, a Reporting Server, and ICM Lookup Configuration steps.
    Variations Applicable steps
    Reporting Steps 2, 5, and 6
    Without Reporting Not applicable
    ICM lookup Steps 1 to 7
    All variations Step 1
    Procedure
      Step 1   Create an application using Cisco Unified Call Studio and deploy it as a zip file.
      Note   
      Step 2   Enable logging.

      See the User Guide for Cisco Unified CVP VXML Server and Unified Call Studio for details on configuring loggers using Unified Call Studio.

      Step 3   Enable the CVPSNMPLogger for SNMP monitoring.
      Note   

      By default, CVPSNMPLogger is enabled when a new Unified Call Studio application is created and deployed to the VXML Server.

      Step 4   Add and configure a standard Call Server and enable the ICM service. See Configure Call Server.
      Step 5   Configure the VXML Server.
      1. Log in to Operations Console, select Device Management > VXML Server and add a VXML Server with an associated Primary Call Server.
      2. To enable reporting for this VXML Server, in the Operations Console, click the Configuration tab and select Enable Reporting for this VXML Server.
      3. Add appropriate filtering.
      Step 6   Deploy the Call Studio Application on the VXML Server.
      1. Select Device Management > VXML Server in the Operations Console.
      2. Select the VXML Server and click Save and Deploy.
      Step 7   Using the ICM Script Editor, create a Unified ICME script that returns a label.

      To transfer information from Unified ICME to the VXML Server in addition to the label, use the ToExtVXML 0 - 4 ECC Variables or Peripheral Variables 1 to 10. The format for using the ToExtVXML 0 to 4 is with name-value pairs that are delimited by semicolons.



      Example:ToExtVXML0 = "company=Cisco Systems;state=MA"

      Use the Peripheral Variables 1 to 10 to pass information to the VXML Server. The values in these variables will be taken as is.

      For information about creating a Unified ICME script that returns a label in, see the Unified ICME documentation.

      For information about using the ReqICMLabel element, see Pass Data to Unified ICME.


      Configure ICM Settings for Comprehensive Call Flow Model for ICME and ICMH

      Procedure
        Step 1   Define Network VRUs, create an instance, and define a customer.
        1. On Unified ICME or NAM, in the ICM Configuration Manager, select the Network VRU Explorer tool, define a Network VRU for the VRU leg and labels for each Call Server.
        2. On the Cisco Intelligent Contact Manager (CICM) only, in the ICM Configuration Manager, select Network VRU Explorer tool, define a Network VRU for the VRU leg and labels for reaching the NAM.

        For Steps 1(a) and 1(b), enter the following values:

        • Type: 10

        • Name: <Network VRU Name>. For example: cvp

        • Define a label for each Unified CVP Call Server that is handling the switch leg:

          • Label: <Network Routing Number>

          • Type: Normal

          • Routing client for Unified ICME or NAM: From the drop-down list, select the routing client configured for that Call Server peripheral.

          • Routing client for CICM only: From the drop-down list, select the INCRP routing client.

        Note   

        The Network VRU label in NAM and CICM must be same. Similarly, the Network VRU Names on the NAM and CICM should also be same.

        Step 2   Configure the ICM VRU Label.
        Step 3   Define network VRUs and peripheral gateways for the switch leg in the ICM Configuration Manager.

        On Unified ICMH, on the NAM and CICMs, in the Network VRU Explorer tool, define one label for each Unified CVP Call Server or NIC routing client.

        Note   

        Use the same Type 10 Network VRU that you defined in the Step 1 for the VRU leg.

        For more information, see the ICM Configuration Guide for Cisco ICM Enterprise Edition.

        Step 4   Set the client type for the INCRP NIC. On the CICM, in the ICM Configuration Manager, NIC Explorer tool, set the client type for the INCRP NIC. Select the Client Type as VRU.
        Step 5   Define a VRU that uses INCRP. On the CICM, in the ICM Configuration Manager, Network VRU Explorer tool:
        1. Define a Network VRU with a label that uses INCRP as its routing client.

          Specify the following:

          • Type: 10

          • Name: <name of Unified CVP VRU>



          Example:cvpVRU
        2. Define a label for the NAM routing client.

          Specify the following:

          • Type: Normal

          • Label: <Network Routing Number>

          • Routing client: INCRP NIC

        For more information, see the ICM Configuration Guide for Cisco ICM Enterprise Edition.

        Step 6   Configure Peripheral Gateways .

        On the NAM, ICM Configuration Manager, PG Explorer tool, configure a peripheral gateway (PG) for the Unified CVP. Configure a PG for each Unified CVP Call Server as follows:

        In the tree view pane, select the applicable PG.

        Logical Controller tab:

        • Client Type: VRU

        • Name: A name descriptive of this PG

          For example: <location>_A for side A of a particular location

        Peripheral tab:

        • Peripheral Name: Descriptive name of this Unified CVP peripheral. For example: <location>_<cvp1> or <dns_name>

        • Client Type: VRU

        • Check the Enable Post-routing check box.

        Advanced tab: Select the name of the Unified CVP VRU from the Network VRU field drop-down list. For example: cvpVRU

        Routing Client tab:

        • Name: By convention, use the same name as the peripheral

        • Client Type: VRU

        • If you are in a Unified ICMH environment and configuring the CICM, then do the following:

          • Do not check the Network Transfer Preferred check box.

          • Routing client: INCRP NIC

        Step 7   Define a default network VRU on Unified ICME or the NAM, in the ICM Configuration Manager, the System Information tool:
        1. For Unified ICME or on the CICM only, define a default Network VRU. Define the Default Network VRU: <Network VRU Name>. For example: cvpVRU
        2. If there are Routing Scripts on the NAM, define a default Network VRU.

        For more information, see the ICM Configuration Guide for Cisco ICM Enterprise Edition.

        Step 8   Configure dialed numbers, call types, and customers on the Unified ICME or Unified ICMH Server in the ICM Configuration Manager:

        1. Dialed Number List Tool tab: Configure the dialed numbers.
        2. Call Type List tool tab: Configure the call types.
        3. ICM Instance Explorer tool tab: Configure the applicable customers.

        For more information, see ICM Configuration Guide for Cisco ICM Enterprise Edition.

        Step 9   Install and configure one or multiple Call Servers.

        Log in to the Operations Console and perform the following steps:

        1. Enable the ICM and SIP Services on the Call Server.
          • On the Operations Console, click Device Management > Unified CVP Call Server.

          • Check the ICM and SIP check boxes.

        2. Click Device Management > Unified CVP Call Server > SIP. Configure the SIP Service:
          • If you are using a SIP Proxy Server, enable the Outbound Proxy and select the SIP Proxy Server.

            Select the SIP tab and configure the following values:

            • Enable Outbound Proxy: Yes

            • Outbound Proxy Host: Select from drop-down list.

            • Configure Local Static Routes on the SIP Proxy Server itself.

          • If you are not using a SIP Proxy Server, configure Local Static Routes using the Dialed Number Pattern system configuration on the Operations Console. A Local Static Route must be configured for each SIP gateway or automatic call distributor (ACD) so that SIP endpoint can receive calls.

            Local Static Routes, Dialed Number (DN): Specify the dialed number pattern for the destination.

            Valid number patterns include the following characters:

            • Use the period or the X character for single-digit wildcard matching in any position.

            • Use the greater than (>), asterisk (*), or exclamation mark (!) characters as a wildcard for zero or more digits at the end of the DN.

            • Avoid the T character for wildcard matching.

            • Dialed numbers must not exceed 24 characters.

            • For valid format and precedence information about dialed numbers, see Valid Format for Dialed Numbers.

            Example: 9> (Errors are 9292 and ringtone is 9191)

            For more information, see SIP Devices Configuration and SIP Dialed Number Pattern Matching Algorithm.

            The following static route configuration is incorrect because the least explicit routes must appear at the end. Load balancing or failover of calls require DNS SRV domain names, not multiple routes with the same DN Pattern, but a single route to an SRV domain name.

            Incorrect Example:
            1>,10.2.6.1
            2>,10.2.6.2
            3>,10.2.6.20
            2229191>,10.2.6.241
            2229292>,10.2.6.241
            2229191>,10.2.6.242
            2229292>,10.2.6.242
            2>,ccm-subscribers.cisco.com
            3>,ccm-subscribers.cisco.com
            
            Correct static route configuration example:
            22291>,cvp-ringtone.cisco.com
            22292>,cvp-error.cisco.com
            1>,ccm-subscribers.cisco.com
            2>,ccm-subscribers.cisco.com
            3>,ccm-subscribers.cisco.com
            
            Note   

            "91919191>" pattern does not match the dialed number "91919191".

          • Check the default values for the SIP Service and change, if desired.

        3. Configure the ICM Service. Select Device Management > CVP Call Server > ICM tab, In the Maximum Length of DNIS field, enter the length of the Network Routing Number.

          Example: For the Gateway dial pattern as 1800******, the maximum DNIS length is 10.


        Configure Common Unified ICMH for Unified CVP Switch Leg

        Procedure
          Step 1   On the NAM, in the ICM Configuration Manager, Network VRU Explorer tool
          1. Define a Network VRU for Unified CVP for Type as10 and Name ascvpVRU.
          2. Assign labels. Define one Label per Unified CVP or NIC routing client. Select the Type as Normal and Label as Network Routing Number.
          Step 2   Set the client type.

          On the CICM, using the ICM Configuration Manager, NIC Explorer tool:

          • Select the Routing Client tab for the INCRP NIC.

          • Enter the Client Type asVRU.

          Step 3   Define a Network VRU.

          On the CICM, using the ICM Configuration Manager, Network VRU Explorer tool, define a Network VRU with a label that uses INCRP as its routing client.

          Enter the following:

          • Type: 10

          • Name: cvpVRU

          • Define one Label for the NAM routing client:

            • Label: Network Routing Number

            • Type: Normal

            • Routing client: INCRP NIC

          Step 4   Define the Peripheral Gateways (PGs).

          On the NAM, using the ICM Configuration Manager, PG Explorer tool, configure a peripheral gate for each ICM Service to be used for a switch leg that is connected to each PG.

          For each Unified CVP ICM Service connected to this PG, in the tree view pane, select the applicable PG.

          On the Logical Controller tab, enter the following:

          • Client Type: VRU

          • Name: A name descriptive of this PG.

            For example: <location>_A, for side A of a particular location.

          On the Peripheral tab, enter the following:

          • Peripheral Name: A name descriptive of this Unified CVP peripheral, for example, <location>_<cvp1> or <dns_name>

          • Client Type: VRU

          • Check the Enable Post-routing checkbox

            On the Advanced tab, select the name cvpVRU from the Network VRU field drop-down list.

          On the Routing Client tab, enter the following:

          • Name: By convention, use the same name as the peripheral

          • Client Type: VRU

          • Do not check the Network Transfer Preferred check box.


          Define Unified CVP ECC Variables

          Set up the ECC variables that Unified CVP uses to exchange information with Unified ICME/ICMH.

          Procedure
            Step 1   On the ICM Configuration Manager, select Tools > Miscellaneous Tools > System Information and check the Enable expanded call context checkbox.
            Step 2   On the ICM Configuration Manager, select Tools > List Tools > Expanded Call Variable List.
            Step 3   In the Expanded Call Variable List window, enable the Add button by clicking Retrieve.
            Step 4   Click Add.

            The Attributes property tab is enabled.

            Step 5   Create each of the variables in the following table by clicking Save after defining each variable.
            Note   

            If you change the configuration of any ECC variable with the Expanded Call Variable List tool, stop and restart the Unified CVP Call Server.

            Caution   

            It is important that you enter the ECC's Name values listed in following table exactly as specified. If you do not, the Unified ICME/ICMH software will not be able to communicate with the micro-applications on the ICM Service.

            Length values are more flexible. Unless the values listed in following table are specifically noted as "required," the value in the Length column is the maximum that Unified ICMH can handle for that ECC. Specify a value between 1 and the maximum length.

            Note   

            In a Unified ICME/ICMH configuration, the ECC variable configuration, including the length, defined in the NAM must be defined same in the CICM.

            If you change the length of the ECC variables while the Unified CVP ICM Service is running, restart the Unified CVP ICM Service so that it works properly.

            Step 6   Click Save to apply your changes.

            Table 2  Micro-Application ECCs 

            Name

            Length

            Definition

            user.CourtesyCallbackEnabled

            Required for using Courtesy Callback.

            Length:1

            Used to determine if Courtesy Callback should be offered to a caller.

            Valid values are:

            "1" = Yes

            "0" = No

            user.cvp_server_info

            Length: 15

            Used by Unified CVP to send the IP address of the Call Server sending the request to Unified ICME.

            Example: An IPv4 address like 192.168.150.181

            user.microapp.currency

            Value: 6

            Currency type.

            user.microapp.error_code

            Value: 2

            Return status error code to be returned from the Unified CVP to Unified ICME/ICMH upon a False return code in the Run Script Result.

            user.microapp.fetchaudio

            Recommended length: 20; but length depends on the file name.

            Filename for audio to be played by the VXML gateway while the gateway loads and processes the requested resource when there is significant network latency.

            Default: none

            Example: "flash:holdmusic.wav"

            user.microapp.fetchdelay

            Length: 1

            The length of time (in seconds) to wait at the start of the fetch delay before playing the audio specified by user.microapp.fetchaudio. This setting only takes effect if the value of fetchaudio is not empty.

            Default: 2 seconds; used to avoid a "blip" sound heard in a normal network scenario

            Setting this value to zero will play hold music immediately, for a minimum of five seconds.

            Values: 1 through 9

            user.microapp.fetchminimum

            Length: 1

            The minimum length of time to play audio specified by user.microapp.fetchaudio, even if the requested resource arrives in the meantime. This setting only takes effect if value of fetchaudio is not empty.

            Default: 5 seconds

            Values; 1 through 9

            user.microapp.isPostCallSurvey

            Length: 1

            Used to determine if post call survey should be offered to a caller after the agent hangs up.

            Valid values: "y" or "Y" is "Yes"

            "n" or "N" is "No"

            Default value is "Yes"

            user.microapp.locale

            Value: 5

            Locale, a combination of language and country which defines the grammar and prompt set to use.

            user.microapp.media_server

            Required for any IVR scripting.

            Maximum length: 210 characters

            Recommended length: 30

            Root of the URL for all media files and external grammar files used in the script.

            HTTP and HTTPS schemes can be specified as:

            • HTTP scheme is specified as "http://<servername>"

            • HTTPS scheme is specified as "https://<servername>"

            user.microapp.play_data

            40

            Default storage area for data for Play Data micro-application.

            user.microapp.sys_media_lib

            10

            Directory for all system media files, such as individual digits, months, default error messages, and so forth.

            user.microapp.app_media_lib

            Maximum length: 210 characters

            Recommended length: 10

            Directory for all application-specific media files and grammar files.

            You can also set this value to "..", (literally two periods in quotes) which bypasses the user.microapp.app_media_lib and user.microapp.locale ECC Variables when writing a URL path. For example, if you set the user.microapp.app_media_lib to "..", the path:

            http://server/locale/../hello.wav

            would really be:

            http://server/hello.wav

            Note    The system and application media libraries need message and prompt files created or recorded for each locale that are referenced. For more information, see Pass Data to Unified ICME.

            user.microapp.grammar_choices

            Configurable on Unified ICME. Maximum length: 210 characters.

            Specifies the ASR choices that a caller can input for the Get Speech micro-application. Each option in the list of choices is delimited by a forward slash (/).

            Note    If text is placed in this variable that is longer than the variable is configured to handle, only the first 210 characters are sent.

            user.microapp.inline_tts

            Configurable on the ICM. Maximum length: 210 characters.

            Specifies the text for inline Text To Speech (TTS).

            Note    If text is placed in this variable that is longer than the variable is configured to handle, only the first 210 characters are sent.

            user.microapp.input_type

            Value: 1

            Specifies the type of input that is allowed.

            Valid contents are:

            • D - DTMF

            • B - (Both, the default) DTMF and Voice

            If you are not using an ASR, you need to set this variable to D. If you are using an ASR, you can set the variable to either D or B.

            Note    With input_mode set to "B" (both), either DTMF or speech will be accepted, but mixed mode input is not. Once you begin entering with one mode, input using the other mode is ignored and has no effect.

            user.microapp.caller_input

            Configurable on Unified ICME/ICMH. Maximum length: 210 characters.

            Storage area for any ASR input that is collected from Get Speech.

            Note    Get Speech text results will be written to this ECC variable. Results from Get Digits or Menu micro-applications will be written to the CED.

            user.microapp.pd_tts

            Value: 1

            Specifies whether Unified CVP’s Text To Speech (TTS) or media files must be played to the caller.

            Valid contents are:

            • Y - Yes, use TTS capabilities

            • N - No, do not use TTS capabilities; play media files instead.

            Note    Used only with Play Data micro-application.

            user.microapp.UseVXMLParams

            Value: 1

            This parameter specifies the manner in which you pass information to the external VoiceXML. Set this parameter to either "Y" (for yes) or "N" (for no).

            Y uses the values in the user.microapp.ToExtVXML variable array. N appends the name/value pairs in user.microapp.ToExtVXML to the URL of the external VoiceXML.

            Default: "N"

            user.microapp.ToExtVXML

            210

            This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not Scalar variables, even if the array length is set to 1.

            See Feature Guide - Writing Scripts for Cisco Unified Customer Voice Portal for more information.

            user.microapp.FromExtVXML

            210

            This variable array returns information from the external VoiceXML file. Must be configured as Array variables, not Scalar variables, even if the array length is set to 1.

            See Pass Data to Unified ICME for more information.

            user.microapp.override_cli

            Configurable on Unified ICME/ICMH. Maximum length: 200 characters.

            Used by system to override the CLI field on outgoing transfers.

            user.microapp.metadata

            The variable length would normally be configured as 62 bytes, but if ECC space is restricted, you can configure it as 21 bytes.

            Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP returns information about the execution of that micro-application.

            The user.microapp.metadata ECC variable is structured as follows:

            m|con|tr|to|iv|duratn|vruscriptname

            user.microapp.uui

            Configurable on Unified ICME/ICMH. Maximum length: 131 characters.

            Used to pass user-to-user information back to Unified CVP from Unified ICME/ICMH.

            user.sip.refertransfer

            Optional

            Maximum length: 1 character.

            SIP Service will use REFERs when transferring to the agents:

            • y - Use REFER when transferring

            • n - Do not use REFER when transferring

            user.suppress.sendtovru

            Optional

            Length: 1

            Suppress the Temporary Connect message generated by SendToVRU node (explicitly or implicitly, for example by a Translation Route to VRU node).

            Used in call flows where the Temporary Connect is generated right before the Connect message (that is, no Run Script messages expected) to avoid the extra overhead of setting up a VRU leg temporarily before the Connect arrives.

            Valid values are : "y" or "Y" (yes, suppress the message)

            Metadata ECC Variable

            Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP returns information about the execution of that micro-application. This information is returned in the user.microapp.metadata ECC variable. Its format is defined in terms of a number of subfields, each separated by a vertical bar character (‘|’). Also, the subfields are of fixed length in order to facilitate extraction either at reporting time or within the ICM routing script itself.

            The user.microapp.metadata ECC variable is structured as follows:

            m|con|tr|to|iv|duratn|vruscriptname

            The following table shows the values for this variable:

            Table 3  Metadata ECC Variable Values

            Metadata

            ECC Variable Value

            m

            D, V or N - Indicates whether the user responded with Voice (V), DTMF (D), or not at all (N). (Note that for the Menu micro-application, any successful single digit entry will result in m being set to V or D, even if the entry was an invalid menu selection.)

            con

            000 to 100 - Indicates the ASR percent confidence level at which the voice input was finally recognized. This field is only valid if m is Voice (V).

            tr

            00 to 99 - Indicates how many tries were required. 01 means user responded successfully after the first prompt.

            to

            00 to 99 - Indicates how many timeouts occurred. Does not include interdigit timeouts.

            iv

            00 to 99 - Indicates how many invalid entries were received, including interdigit timeouts.

            duratn

            000000 to 999999 - Indicates the micro-application duration in milliseconds. Duration is defined as the elapsed time between entering and exiting the RunExternalScript node, as measured in the IVR Service.

            vru script name

            Full name of the VRU script which was executed. This is the only variable length field.

            This ECC variable is optional. If you have used it, you must define it in the Unified ICME Expanded Call Context Variables configuration tool. Generally, the variable length to be configured is 62 bytes, but if ECC space is restricted, you can configure it as 21 bytes. This configuration drops the vruscriptname subfield. If you do define this variable, its contents get written to the Unified ICME database with every termination record, and can be used to provide a record of meta-information about the execution of each input micro-application.

            Common Configuration for Differentiating VRUs Based on Dialed Number

            As per the Network VRU configuration instructions, all callers are routed to the same VRUs (Unified CVPs) for VRU treatment purposes. Under this assumption, it is always simplest to rely on the system default Network VRU. However, it is sometimes necessary to differentiate the VRUs (Unified CVPs) based on dialed number.


            Note


            This section is only applicable to call flow models which use the SendToVRU node to transfer the call to Unified CVP's VRU leg (it does not apply to Translation Route transfers).

            For example, some calls need to assign different customers or applications to their own Unified CVP machines.

            To configure Unified ICME to differentiate the VRUs, perform the following tasks:

            • Configure more than one Network VRU.

            • On Unified ICME, in the ICM Configuration Manager of the ICM Instance Explorer tool:

              • Configure one or multiple customers.

              • Configure the Network VRU for each customer if that customer wants to use in a Network VRU other than the default in future.

            • Associate the dialed number(s) to the customer in the Dialed Number List tool.

            • Since each configured VRU script is specific to one specified Network VRU, create a distinct set of VRU scripts for each Network VRU. Also, ensure that the ICM routing script calls the correct set of VRU scripts.

            Configure ICM Settings for Call Director Call Flow Model

            Procedure
              Step 1   On the Unified CM server, CCMAdmin Publisher, perform the following SIP-specific action:
              1. Add route patterns for outbound calls from the Unified CM devices using a SIP Trunk to the Unified CVP Call Server. Also, add a route pattern for error DN.
                Select Call Routing > Route/Hunt > Route Pattern > Add New and add the following:
                • Route Pattern: Specify the route pattern; for example: 3XXX for a TDM phone that dials 9+3xxx and all Unified ICME scripts are set up for 3xxx dialed numbers.

                • Gateway/Route List: Select the SIP Trunk defined in the previous substep.

                Note   

                For warm transfers, the call from one agent to another does not typically use a SIP Trunk, but you must configure the CTI Route Point for that dialed number on the Unified CM server and associate that number with your peripheral gateway user (PGUSER) for the JTAPI gateway on the Unified CM peripheral gateway. An alternative is to use the Dialed Number Plan on Unified ICME to bypass the CTI Route Point.

              Step 2   Configure the peripheral gateways for the switch leg.

              On Unified ICME, ICM Configuration Manager, PG Explorer tool:

              1. Configure each peripheral gateway (PG) to be used for the Switch leg. In the tree view pane, select the applicable peripheral gateway, and set the following:
                1. On the Logical Controller tab:

                  • Client Type: VRU

                  • Name: A name descriptive of this PG

                    For example: <location>_A for side A of a particular location

                2. On the Peripheral tab:

                  • Peripheral Name: A name descriptive of this Unified CVP peripheral

                    For example: <location>_<cvp1> or <dns_name>

                  • Client Type: VRU

                  • Select the check box: Enable Post-routing

                3. On the Routing Client tab:

                  • Name: By convention, use the same name as the peripheral.

                  • Client Type: VRU

                For more information, see the ICM Configuration Guide for Cisco ICM Enterprise Edition.

              2. Configure a peripheral for each Unified CVP Call Server to be used for a Switch leg connected to each PG.
              Step 3   Configure dialed numbers.

              On the Unified ICME or Unified ICMH Server, in the ICM Configuration Manager, configure the following items:

              1. Dialed Number List Tool tab: Configure the dialed numbers.
              2. Call Type List tool tab: Configure the call types.
              3. ICM Instance Explorer tool tab: Configure the applicable customers.

              For more information, see the ICM Configuration Guide for Cisco ICM Enterprise Edition.

              Step 4   Create a Routing Script.

              On the Unified ICME or Unified ICMH Server in the ICM Script Editor tool:

              Create a routing script that handles the incoming call. The routing script must execute a Label node or Select node (node that returns a label right away).

              Note   

              Do not use the Queue node in the routing script.

              The label must be configured in the SIP Proxy Server to the IP address of the device that the label corresponds to. The Proxy Server is optional. If you do not have one, you must configure the Gateway dial-peer to point to the Call Server (refer to the first step in this process). Also, you must configure the destination labels in the SIP Service for the Call Server.

              See the Scripting and Media Routing Guide for Cisco Unified ICM/​Contact Center Enterprise & Hosted for more information.

              Step 5   In the Operations Console, install and configure Call Servers.
              1. Enable the ICM and SIP Services on the Call Server.

                In the Operations Console, select Device Management > Unified CVP Call Server.

                Select the check boxes: ICM and SIP

              2. Configure the SIP Service:

                Select Device Management > CVP Call Server > SIP tab.

                • If you are using a SIP Proxy Server, enable the Outbound Proxy and select the SIP Proxy Server. If using a SIP Proxy Server, configure Local Static Routes on the SIP Proxy Server itself.

                • If you are not using a SIP Proxy Server, configure Local Static Routes using the Dialed Number Pattern system configuration in the Operations Console. A local static route must be configured for each SIP gateway/ACD, SIP endpoint in order to receive calls.

                • Check the default values for the SIP Service and change, if desired.

                See the SIP Devices Configuration and SIP Dialed Number Pattern Matching Algorithm for detailed information.

              3. Configure the ICM Service by setting the maximum length DNIS to the length of the Network Routing Number:
                • Select Device Management > CVP Call Server > ICM tab.

                • Set the Maximum Length of DNIS to length of the Network Routing Number.

                Example: For the Gateway dial pattern as 1800******, the maximum DNIS length is 10.

                For detailed information, see the Operations Console Online Help.


              Configure ICM Settings for VRU-Only Call Flow Model: Type 8

              Procedure
                Step 1   Perform Steps 1 to 4 of the Set Up Type 8 VRU-Only Call Flow Model for ICME and ICMH procedure.
                Step 2   Define a Network VRU on Unified ICME or (for Unified ICMH) on the NAM and each CICM.

                Using the ICM Configuration Manager, the Network VRU Explorer tool, specify the following:

                • Type: 8

                • Name: cvpVRU

                Note   

                Although any name works, cvpVRU is used by convention, and is an example name referenced in this guide.

                Step 3   Configure the Peripheral Gates (PGs) on Unified ICME or (for Unified ICMH) on each CICM.
                1. Configure each PG.
                2. Configure a peripheral for each Unified CVP ICM Service connected to each PG.

                Use the ICM Configuration Manager, the PG Explorer tool. For each Unified CVP ICM Service connected to this PG, in the tree view pane, select the applicable PG and configure the following items:

                Logical Controller tab:

                • Client Type: VRU

                • Name: A name descriptive of this PG

                  Example: <location>_A for side A of a particular location

                Peripheral tab:

                • Peripheral Name: A name descriptive of this Unified CVP peripheral

                  Examples: <location>_<cvp1> or <dns_name>

                • Client Type: VRU

                • Select the checkbox: Enable Post-routing

                Advanced tab:

                • From the Network VRU field drop-down list, select the name: cvpVRU

                Routing Client tab:

                • Name: By convention, use the same name as the peripheral.

                • Client Type: VRU

                Step 4   Configure a Service and Route for each VRU on Unified ICME or (for Unified ICMH) on each CICM.
                Note   

                You can also use service arrays. See the Unified ICME documentation set for more information.

                Using the ICM Configuration Manager, the Service Explorer tool, specify the following:

                • Service Name: cvpVRU

                • Route Name: PeripheralName_cvpVRU

                • Peripheral Number: 2

                  Must match the "Pre-routed Call Service ID" in the Call Server configuration on the ICM tab in the Operations Console

                • Select the Enable Post-routing checkbox.

                Step 5   Define trunk groups.
                Note   

                Configure one Network Transfer Group and one associated Trunk Group for each VRU leg Unified CVP ICM Service.

                Define and configure the network trunk group on Unified ICME or (for Unified ICMH) on each CICM.

                Using the ICM Configuration Manager, the Network Trunk Group Explorer tool:

                1. Identify the network trunk group.
                  • Network Trunk Group Name: A name descriptive of this trunk group

                2. For each Unified CVP ICM Service for the VRU leg, configure an associated trunk group.
                  • Peripheral Name: A name descriptive of this trunk group

                  • Peripheral Number: 200

                    Must match the Pre-routed Call Trunk Group ID in the Call Server configuration on the ICM tab in the Operations Console

                  • Trunk Count: Select Use Trunk Data from the drop-down list

                  • Do not configure any trunks

                Step 6   Define translation route(s).

                Define and configure a Translation Route for each VRU Peripheral on Unified ICME or (for Unified ICMH) on each CICM.

                On Unified ICME, ICM Configuration Manager, Translation Route Explorer tool:

                1. Define a Translation Route for each VRU Peripheral. Specify the following:

                  Translation Route tab:

                  • Set the Name field to the name of the target VRU peripheral. (This is by convention; this value must be unique in the enterprise)

                  • Set the Type field to DNIS and select the Service defined in the previous step

                2. Configure translation route and label information for each VRU peripheral. Complete the following:

                  Route tab:

                  • Set the Name: by convention, this is the name of the target VRU peripheral, followed by the DNIS that this route will use, for example, MyVRU_2000

                    This value must be unique in the enterprise

                  • Service Name drop-down list, select: PeripheralName.cvpVRU

                  Peripheral Target tab:

                  • Enter the first DNIS that will be seen by the VRU that you will be using for this translation route.

                    Note   

                    The DNIS pool used for each VRU peripheral must be unique

                  • From the drop-down list, select a Network Trunk Group which belongs to the target VRU

                  Label tab:

                  • Enter the translation route label (which might or might not be the same DNIS you entered on the Peripheral Target tab)

                  • Type: Normal

                  • Routing Client: Select the NIC Routing Client

                  Note   
                  • You must create an additional label for each NIC routing client.

                  • Repeat the Route and corresponding Peripheral Target and Label information for each DNIS in the pool.

                Step 7   Create VRU and routing scripts.

                Create VRU scripts and routing scripts for IVR treatment and agent transfer on Unified ICME or (for Unified ICMH) on each CICM .

                Using the ICM Script Editor tool, create the VRU scripts and routing scripts to be used for IVR treatment and agent transfer, as described in other sections of this manual and in the ICM manuals.

                The VRU scripts are associated with the applicable Network VRU.

                For example, cvpVRU

                Use the ICM Script Editor’s TranslationRouteToVRU node to connect the call to the Network VRU.

                Step 8   Configure the ECC variables on Unified ICME or (for Unified ICMH) on the NAM and each CICM.

                Using the ICM Configuration Manager, create the ECC variables.

                For more information, see Define Unified CVP ECC Variables.

                Step 9   Configure dialed numbers and call types on Unified ICME or (for Unified ICMH) on the NAM and each CICM.

                On Unified ICME, using the ICM Configuration Manager, configure dialed numbers and call types.

                For more information, see ICM Configuration Guide for Cisco ICM Enterprise Edition.

                Step 10   On Unified CM, configure Unified CM.

                For more information, see the Unified CM user documentation.

                Step 11   Install and configure the Call Servers.

                Log in to the Operations Console, select Device Management > CVP Call Server and install and configure the Call Servers.

                Check the ICM and IVR check boxes.

                For detailed information, see the Operations Console online help.

                Step 12   Configure the ICM service.

                On the Operations Console, select Device Management > CVP Call Server > ICM tab. On each Unified CVP Call Server, configure the ICM Service by specifying the following required information:

                1. VRU connection port number.

                  Set the VRU Connection Port to match the VRU connection Port defined in ICM Setup for the corresponding VRU peripheral gateway (PIM).

                2. Maximum Length of DNIS.

                  Set the maximum length DNIS to a number which is at least the length of the translation route DNIS numbers.

                  Example: if the Gateway dial pattern is 1800******, the maximum DNIS length is 10.

                3. Call service IDs: New Call and Pre-routed.

                  Enter the new and pre-routed call service IDs. Configure the ports for both groups according to the licenses purchased, call profiles, and capacity by completing the required fields on this tab.

                4. Trunk group IDs: New Call and Pre-routed.
                  • Enter the new and pre-routed call trunk group IDs

                  • Configure the group number for the Pre-routed Call Trunk group. The group number must match the trunk group number in the Network Trunk group used for the translation route

                  • Configure the number of ports according to the licenses purchased and capacity

                  • Configure each of the numbers used for translation routes. (The "New Call" group is not used since the calls are being sent to the VRU (Unified CVP) after some initial processing by the NIC/Unified ICME)

                5. Dialed numbers used in the translation route.

                  Add the dialed numbers in the DNIS field.

                6. Check the default values of the other settings and change, if desired.
                Step 13   Configure the IVR Service.

                On the Operations Console, select Device Management > CVP Call Server > IVR tab.

                Check the default values and change, if desired.

                Refer to the Operations Console online help for information about other settings you might want to adjust from their default values.

                Step 14   (Optional)Configure the Reporting Server.

                In the Operations Console, select Device Management > CVP Reporting Server > General tab:

                1. Configure the Reporting Server.

                2. Select a Call Server to associate with this Reporting Server.

                3. Check the default values of the Reporting properties and change, if desired.

                For more information, see Reporting Guide for Cisco Unified Customer Voice Portal


                VoiceXML Gateway Configuration Examples

                Example Gateway Settings for Type 8 Call Flow Model
                The first part of the following example provides the basic configuration for setting a VoiceXML gateway:
                • Applies a timestamp to debugging and log messages

                • Turns on logging

                • Turns off printing to the command line interface console

                • Sends RTP packets

                • Configures ASR/TTS Server

                • Configures gateway settings

                The last part of this example provides the following:
                • Initiates the VoiceXML leg

                • Plays a .wav file that enables caller to hear message from critical_error.wav

                • Logs errors on the gateway when the call fails

                service timestamps debug datetime msec
                service timestamps log datetime msec
                service internal
                logging buffered 99999999 debugging
                no logging console
                ip cef
                no ip domain lookup
                ip host tts-en-us <IP of TTS or MRCP Server>
                ip host asr-en-us <IP of ASR or MRCP Server>
                voice rtp send-recv
                !
                voice service voip
                allow-connections h323 to h323
                signaling forward unconditional
                h323
                sip
                min-se 360
                header-passing
                voice class codec 1
                codec preference 1 g711ulaw
                codec preference 2 g729r8
                !
                ivr prompt memory 15000
                ivr prompt streamed none
                ivr asr-server rtsp://asr-en-us/recognizer
                ivr tts-server rtsp://tts-en-us/synthesizer
                mrcp client timeout connect 10
                mrcp client timeout message 10
                mrcp client rtpsetup enable
                rtsp client timeout connect 10
                rtsp client timeout message 10
                vxml tree memory 500
                http client cache memory file 500
                http client connection timeout 60
                http client response timeout 30
                http client connection idle timeout 10
                gateway
                timer receive-rtcp 6
                !
                ip rtcp report interval 3000
                application
                service new-call flash:bootstrap.vxml
                service cvperror flash:cvperror.tcl
                service handoff flash:handoff.tcl
                
                Example of Dial-peer for ICM VRU Label for Type 8 Call Flow Model
                The following example provides the configuration for an ICM VRU label dial-peer for the Type8 Unified CVP VRU-Only call flow model:
                dial-peer voice 777 voip
                 description ICM VRU label
                 service bootstrap
                 voice-class codec 1
                 incoming called-number <your sendtovru label pattern here> 
                 dtmf-relay rtp-nte
                 no vad
                 !

                Configure ICM Settings for VRU-Only Call Flow Model: Type 7

                Procedure
                  Step 1   Perform Steps 1 to 4 of the Set Up Type 8 VRU-Only Call Flow Model for ICME and ICMH procedure.
                  Step 2   Configure each PG.

                  On the NAM, ICM Configuration Manager, PG Explorer tool:

                  1. Configure each PG to be used for the VRU Client leg.
                  2. Configure a peripheral for each Unified CVP ICM Service to be used as a VRU leg connected to each PG.

                    For each Unified CVP ICM Service connected to this PG, in the tree view pane, select the applicable PG.

                    Logical Controller tab, configure:

                    • Client Type: VRU

                    • Name: A name descriptive of this PG

                      For example: <location>_A for side A of a particular location

                    Peripheral tab, configure:

                    • Peripheral Name: A name descriptive of this VRU peripheral.

                      For example: <location>_<cvp1> or <dns_name>

                    • Client Type: VRU

                    • Select the checkbox: Enable Post-routing

                    Routing Client tab:

                    • Name: By convention, use the same name as the peripheral.

                    • Client Type: VRU

                  Step 3   Define a Network VRU and labels.

                  On the CICM, ICM Configuration Manager, Network VRU Explorer tool, define a Network VRU for the VRU leg and labels for reaching the NAM.

                  Specify the following:

                  • Type: 7

                  • Name: cvpVRU

                    Note    This name is used by convention. Although any name will do, since it is referenced elsewhere in this document, cvpVRU is assumed.
                  • Define a Label for the NAM.

                    • Label: Network routing number

                    • Type: Normal

                    • Routing client: Select the INCRP Routing Client from the drop-down list.

                  Step 4   Define a Network VRU and a label for each NIC.

                  On the NAM, ICM Configuration Manager, Network VRU Explorer tool, define a Network VRU and a label for each NIC that is using this VRU.

                  Specify the following:

                  • Type: 7

                  • Name: cvpVRU

                    Note    This name is used by convention. Although any name will work, since it is referenced elsewhere in this document, cvpVRU is assumed.
                  • Define a Label for each NIC that is using this VRU:

                    • Label: Network routing number

                    • Type: Normal

                    • Routing client: Select the Routing Client for that NIC from the drop-down list.

                  Note    Ensure the Network VRU label is identical in the NAM and CICM. The Network VRU Name must be same to avoid confusion.
                  Step 5   If there are Routing Scripts on the NAM, define a default Network VRU.

                  On the NAM, ICM Configuration Manager, System Information tool, in the General section:

                  • Define the Default Network VRU: cvpVRU

                  Step 6   Define a default VRU.

                  On the CICM, ICM Configuration Manager, System Information tool, in the General section:

                  • Define a default Network VRU: cvpVRU

                  Step 7   Create the VRU and routing scripts.

                  On the CICM, ICM Script Editor tool:

                  Create the VRU scripts and routing scripts to be used for IVR treatment and agent transfer, as described in other sections of this manual and in the Unified ICME manuals. The VRU scripts are associated with the applicable Network VRU, that is, cvpVRU.

                  Use the ICM Script Editor’s SendToVRU node to connect the call to the Network VRU.

                  Note    A RunVRU Script or Queue node is an implicit SendToVRU node, although error handling will be easier if the explicit SendToVRU node is used.
                  Step 8   Configure the ECC variables.

                  On the NAM and CICM, ICM Configuration Manager, configure the ECC variables.

                  For more information, see Define Unified CVP ECC Variables.

                  Step 9   Configure dialed numbers and call types.

                  On the NAM and CICM, ICM Configuration Manager, configure dialed numbers and call types.

                  For more information, see ICM Configuration Guide for Cisco ICM Enterprise Edition

                  Step 10   Define customers.

                  On the NAM and CICM, ICM Configuration Manager:

                  1. If necessary, differentiate VRUs (Unified CVPs) based on dialed number.
                  2. Define customers and their Network VRU.

                  For more information, see Common Configuration for Differentiating VRUs Based on Dialed Number.

                  Step 11   On Cisco Unified CM, configure Unified CM.

                  For more information, see the Unified CM user documentation.

                  Step 12   Install and configure the Call Server.

                  In the Operations Console, select Device Management > CVP Call Server.

                  1. Install and configure the Call Server.
                  2. To enable the ICM and IVR Services on the Call Server, select the ICM and IVR check boxes.
                  Step 13   Configure the ICM Service for each Call Server.

                  In the Operations Console, select Device Management > CVP Call Server > ICM tab. For each Unified CVP Call Server, configure the ICM Service by specifying the following required information:

                  1. VRU connection port number.

                    Set the VRU Connection Port to match the VRU connection Port defined in ICM Setup for the corresponding VRU peripheral gateway (PIM).

                  2. Set the maximum length DNIS to the length of the Network Routing Number.

                    Example: if the Gateway dial pattern is 1800******, the maximum DNIS length is 10.

                  3. Call service IDs: New Call and Pre-routed.

                    Enter the new and pre-routed call service IDs. Configure the ports for both groups according to the licenses purchased, call profiles, and capacity by completing the required fields on this tab

                  4. Trunk group IDs: New Call and Pre-routed.

                    Enter the new and pre-routed call trunk group IDs. Configure the group number for the Pre-routed Call Trunk group. The group number must match the trunk group number in the Network Trunk group used for the translation route.

                    Configure the number of ports according to the licenses purchased and capacity. Configure each of the numbers used for translation routes. (The New Call group is not used because the calls are sent to the VRU (Unified CVP) after an initial processing by the NIC/Unified ICME).

                  5. Check the default values of other settings and change, if desired.
                  Step 14   Configure the IVR service.

                  In the Operations Console, select Device Management > CVP Call Server > IVR and configure the IVR Service.

                  Check the default values and change, if desired.

                  See the Operations Console online help for information about settings.

                  Step 15   (Optional) Configure the Reporting Server.

                  On the Operations Console, select Device Management > CVP Reporting Server > General and configure the Reporting Server.

                  1. Configure the Reporting Server.
                  2. Select a Call Server to associate with this Reporting Server.
                  3. Check the default values of the Reporting properties and change, if desired.

                    For more information, see Reporting Guide for Cisco Unified Customer Voice Portal.


                  Pass Data to Unified ICME

                  In the Unified CVP VXML Server (standalone) with ICM Lookup call flow model, Unified ICME sends a label to Unified CVP. This process requires the following configuration:

                  The Standalone with Request ICM Label variation of the Standalone call flow model performs a route request to Unified ICME, and then Unified ICME starts a script (new call). Unified ICME sees whatever the device puts in the new call message, then Unified ICME chooses a target, such as an agent, and sends a label back to the device. That route request to Unified ICME sends other information, such as ECC variables. Unified ICME can pass other ECC variables to Unified CVP. Also, you need to configure a Unified CVP VXML Server in the Unified CVP Call Server for the call flow model.

                  Configure the Connections

                  The following procedure describes how to set up a VXML Server that connects to a Call Server through the ICM Service, and the connection from the ICM Service to the peripheral gateway.


                  Note


                  The VRU PIM initiates the connection from the PG to the Call Server. The ICM Service listens for a connection from the VRU PIM.
                  Procedure
                    Step 1   Start the VXML Server. The VXML Server starts the VoiceXML Service using the DataFeed mechanism or the ReqICMLabel element.

                    The ReqICMLabel element allows a Call Studio script to pass caller input, call variables, and External Call Context (ECC) variables to a Unified ICME script. The ReqICMLabel must be inserted into a Call Studio script as a decision element. In Call Studio, the returned Unified ICME label contains a result which can be used by other elements in the same application, such as the Transfer or Audio element. The Transfer element sends instructions to the IOS Voice Browser to transfer the caller to the desired location.

                    After the VoiceXML Service starts, it starts communicating with the ICM Service.

                    Step 2   Log in to the Operations Console and configure a Call Server and ICM service. See Configure Call Server. See the Unified ICME documentation for instructions on configuring the VRU PIM to connect to a VRU. For example, Unified CVP.

                    Configure a Gateway for IP to TDM Calls

                    The following components are required for the gateway to process IP to TDM calls:

                    • Phones and numbers must be configured on the TDM switch.

                    • Gateway must be defined on Unified CM.

                    • Route pattern on the Unified CM that sends the call to the gateway.

                    • Dial peer on the gateway that sends calls that must be configured.

                    • Dial 888800605x on the IP phone (this is a specific physical phone extension).

                    Procedure
                      Step 1   Configure the gateway to send the call to a particular Unified CVP VXML Server application, as follows:
                                                          dial-peer voice 8888 voip
                                                          service [gateway application name]
                                                          incoming called-number 888800....
                                                          dtmf-relay rtp-nte
                                                          codec g711ulaw
                                                          no vad
                                                      
                      Step 2   To match the number in the Unified CVP VXML Server transfer node and send it out the T1 port to the G3 to its destination, use the following configuration:
                                                          dial-peer voice 8880 pots
                                                          destination-pattern 888800....
                                                          incoming called-number
                                                          direct-inward-dial
                                                          port 1/0:D
                                                      

                      Configure a Cisco Multiservice IP-to-IP Gateway for Unified CM Connections

                      For information on configuring the Cisco IOS gateway for Unified CM connections, see the Cisco Multiservice IP-to-IP Gateway Software documentation.

                      Configure SNMP Monitoring for the Unified CVP VXML Server

                      When a Call Studio application is created, the simple network management protocol (SNMP) monitoring for the VXML Server is provided. CVPSNMPLogger is enabled when a new Call Studio application is created and deployed to the Unified CVP VXML Server. CVPSNMPLogger logs error events received from theVXML Server. For example, using this process you can configure to send a page to a technical support representative when a particular error alert is triggered on the customer site.

                      Procedure
                        Step 1   To view CVPSNMPLogger for the Unified CVP VXML Server, access the Call Studio interface.
                        Step 2   From Call Studio for each Call Studio application, right-click the application and select Properties > Cisco Unified CVP > General Settings.

                        CVPSNMPLogger appears in the Loggers drop-down box.



                        Caution


                        Do not remove CVPSNMPLogger because doing so disables viewing of SNMP events and alerts.