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 Contact Center Express Administration and Operations 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 Express Administration and Operations 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 and Operations 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 and Operations 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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