Agent Greeting and Whisper Announcement Feature Guide for Cisco Unified Contact Center Enterprise Release 9.0(1)
Agent Greeting in a parent-child deployment
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Agent Greeting in a parent-child deployment

Agent Greeting in a parent-child deployment

Agent Greeting for Parent/Child is only supported for a very specific Parent/Child configuration. Agent Greeting in Parent/Child configurations must be approved by the Cisco Assessment to Quality (A2Q) process and require Cisco Design Mentoring Service to assure that the deployment model is designed and sized correctly to support the Agent Greeting feature.

After the call is delivered to the child system, the child router picks the target agent, the agent answers the call, and then CVP plays an agent greeting to both the caller and the agent. This feature is supported for both local agents and mobile agents.

On the child Unified CCE, you must:

  1. Use IP-IVR on the child for call treatment, queuing and Whisper Announcement (if Whisper Announcement is enabled).
  2. Use CVP on the child for Agent Greeting only; not for call queuing. You must use a separate VRU PG for the CVP. Translation route is used to send the greeting call to CVP.

Configuration tasks

You must complete the following tasks on the child to translation route the call to the CVP.

  1. Define a VRU PG for CVP.
  2. Define a Type10 Network VRU for CVP.
  3. Associate the Network VRU to the VRU PG. In the Network VRU configuration, configure the CVP Voice Gateway label for the CVP routing client so that the CVP Call Server can send the call to the gateway to play greetings.
  4. Associate Network VRU scripts with the VRU PG.
  5. Configure ECC variables for CVP.
  6. Associate the Network Trunk Group with the VRU PG. By default, CVP uses trunk group# 100 for incoming calls and 200 for out going calls. In ICM Network Trunk Group configuration tool, set the Peripheral Number to 200 for the CVP trunk group.
  7. Associate the VRU Service with the VRU Peripheral.
  8. Associate the Translation Route with the VRU service. Configure translation route labels for the system PG routing client so that the UCM can send the call to CVP.
  9. Configure UCM to send the calls to CVP with the translation route labels.
  10. Configure CVP DNIS for the translation route labels.
  11. Configure the routing scripts.

Configure routing scripts

You must configure the following routing scripts:

  • AG.ICMS
  • PAG.ICMS
  • record_ag.ICMS

You can find sample scripts in the \icm\bin folder.

Configure AG.ICMS routing script

  1. In the existing routing script, before sending the call to agents, add a Set node.
  2. Set the AgentGreetingType call.
  3. In the Call.AgentGreetingType variable, configure the agent greeting type.

Configure PAG.ICMS routing script

To translation route the greeting request to CVP and play agent greeting, configure the PAG.ICMS routing script. The following illustration is an example of how to modify the sample PAG.ICMS script.

Configure RECORD_AG.ICMS routing script

To translation route the recording request to CVP and record an agent greeting, configure the record_ag.ICMS routing script. The following illustration is an example of how to modify the sample record_ag.ICMS script.