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1. Configure the ICM subsystem.
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Allows the Unified IP IVR system to interact with Unified ICME
software. Unified ICME software provides a central control system that directs
calls to various human and automated systems.
You must enable the Service Control Interface to use the ICM
subsystem.
The VRU Connection Port is the same number configured in the
VRU Peripheral Interface Manager (PIM) on the Unified ICME system. This is the
TCP/IP socket number to use for receiving messages from the Unified ICME
system.
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Unified CCX ICM Configuration web page
In the Unified CCX Administration web page, select
.
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Provisioning the ICM Subsystem section in the
Cisco Unified Customer Contact Center Express
Administration Guide.
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2. Create and upload Unified CCX VRU scripts.
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Unified CCE uses Unified ICME Voice Response Unit (VRU)
scripts to handle interactions with contacts. These scripts are loaded as
applications on the Unified CCX Engine.
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Unified
CCX ICM Configuration web page
After you create the script, in the
Unified CCX Administration web page,
select
. Then
click Add a New VRU Script.
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Configuring ICM VRU Scripts section in the
Cisco Unified Contact Center Administration Guide.
For creating VRU scripts, see the
Cisco ICM/IP Contact Center Enterprise Edition Scripting
and Media Routing Guide.
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The script you configure in this step is the Unified CCX
script to associate with the ICM VRU script. You can select the script from the
drop-down list or click the Edit button to specify a new script.
The VRU Script Name configured in this step must be the name
of the VRU Script from the Property window of the Run VRU Script call. In other
words, the Unified CCX file name configured here and the ICM VRU script file
name must have the same name.
All scripts under the \default directory are listed in the
drop-down list of the Script field in the Cisco Script Application
Configuration page.
To specify a new script, click
Edit, enter the script name in the
dialog box, and click
OK. The User Prompt dialog box closes,
and the name you entered appears in the Script field.
If you enter the script name as a file URL, enter the value
with double backslashes (\\). For example,
file://c:\\temp\\aa.aef.
The Application Name is the filename of the script in the
Unified CCX repository to run for this VRU Script Name. For example,
SCRIPT[BasicQ.aef].
A script name is displayed only as an Expression starting in
Unified CCX 4.5. The expression formats for different types of script are as
follows:
- SCRIPT[aa.aef] for
User scripts
- SSCRIPT[aa.aef] for
System scripts
- SCRIPT[FILE[C:\\Windows\aa.aef]]
for File scripts
- SCRIPT[URL[http://localhost/aa.aef]]
for URL-based scripts
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3. Configure Unified IP IVR for ICM Translation Routing.
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In translation routing, Unified ICME software receives the
call, instead of the Unified IP IVR system, but then Unified ICME software
routes the call to the Unified IP IVR for queuing.
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Unified CCX ICM Translation Routing web
page
In Unified CCX Administration, select
.
Then click
Add a New Application, select
ICM Translation Routing and click
Next.
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Configure an ICM Translation-Routing Application section in
the Cisco Unified Contact Center Express Administration Guide.
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You must configure Cisco Unified ICME translation-routing
applications when the Cisco IP IVR is used as a queue point in an contact
center solution.
Translation routing happens when a call is transferred from
one peripheral to another. For example, the call could be transferred from a
peripheral gateway to an IP IVR.
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4. Configure Unified IP IVR for ICM Post Routing.
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In a Unified ICME post routing situation, the Unified CM
receives the call and controls it.
In this case, Unified IP IVR receives the call directly from
the Unified CM and then requests instructions from the Unified ICME system.
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Unified CCX ICM Post-Routing web page
In Unified CCX Administration, select
.
Then click
Add a New Application, select
ICM Post Routing and click
Next.
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Configure an ICM Post-Routing Application section
in the
Cisco Unified Contact Center Express Administration
Guide.
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If the agent is configured in the Unified ICME system, Unified
CCX gets the routing information for the call from the Unified ICME system, and
post routes it to the Unified ICME agent when that agent becomes available.
This situation happens when any phone numbers that are
configured in Unified CM as triggers are dialed.
You do not have to configure both ICM post routing and ICM
translation routing unless your configuration requires it.
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