Video-in-Queue (VIQ) is an optional feature in Packaged CCE, Unified CCE, and HCS for Contact Center deployments. Depending on configuration, the caller interacts through high-definition video prompt or navigates a video menu using DTMF keys. The following figure displays the topology and call flow.
Incoming call from the Cisco Unified Border Element-E (Ingress) gateway to Unified CVP.
Incoming call to Unified CCE/Packaged CCE/HCS for Contact Center from Unified CVP.
Play Unified CVP Studio video application.
Unified CVP sends the call to the Cisco Unified Border Element/VXML Gateway.
Unified CVP VXML Server application instructs VXML Gateway to connect to a specific dialed number (DN).
Cisco Unified Border Element sends the call to Video Media Server with that DN. Caller gets static video.
Agent is now available.
Unified CVP sends the call to an agent.
The Unified CVP Studio VideoConnect element plays a specific video prompt for video endpoints. VideoConnect also collects and integrates the DTMF input during video-prompt playback with the Unified Call Studio or Unified CCE scripting environment.
![]() Note | Video-in-Queue does not play during a Unified Communications Manager failover. |
![]() Note | When setting up the Video-in-Queue for Unified CVP, set the MediaSense to play once. |
You must set up the following components before you can configure Video-in-Queue:
The Video-in-Queue feature is available in deployments with Unified CCE, Packaged CCE, or HCS for Contact Center.
Video-in-Queue is available in Unified CCX without DTMF interaction.
Video-in-Queue is not available in standalone Unified Communications Manager deployments.
To set up Video-in-Queue for Packaged CCE, Unified CCE, or HCS for Contact Center deployments, perform the following tasks:
Sequence |
Task |
Notes |
---|---|---|
Configure Cisco Unified Communications Manager | ||
2 |
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Configure Cisco MediaSense | ||
3 |
Upload Video File to play to callers |
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4 |
The Dialed Number for the video must match the following settings on other components: | |
Configure Cisco Unified Border Element/VXML Gateway | ||
5 |
Configure Cisco Unified Border Element/VXML Gateway for Video-in-Queue to connect a dial-peer to MediaSense and configure video capabilities on the gateway. |
The destination-pattern must match the pattern used for the Dialed Number that you associated with the uploaded video in MediaSense Administration. |
Write the Cisco Unified CVP Call Studio Script | ||
6 |
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Write the Routing Script | ||
7 |
If necessary, create a new dialed number and call type for the Video-in-Queue routing script you will create in the next step. |
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8 |
Configure the Routing Script for Video-in-Queue that invokes the Unified CVP Call Studio script. |
The "application" value in the Set variable must be set to the name of the Unified CVP Call Studio script. The "video_id" value for the Set variable must the Dialed Number for the video in MediaSense Administration. |
To set up Video-in-Queue for Unified CCX deployments, perform the following tasks:
Sequence |
Task |
Notes |
---|---|---|
Configure Cisco MediaSense | ||
1 |
Upload Video File to play to callers. |
|
2 |
||
Configure Unified Communications Manager | ||
3 |
Create a Video on Hold Server, add it to a Media Resource Group, and add the Group to a Media Resource Group List. |
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Write the Unified CCX Script | ||
4 |
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5 |
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6 |
Create an Application Using the Script and assign a trigger. |
After the postinstallation process for a Cisco MediaSense server, access your Unified CM server. In Unified CM Administration, configure the SIP Trunk and video endpoints.
Provision your video endpoints by following the documentation for your endpoints and the Cisco Unified Communications Manager Administration Guide at http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html.
This section provides additional configuration necessary for video endpoints.
You configure multiline settings for video phones in both Configuration Manager (for Unified CCE) or Unified CCE Administration (for Packaged CCE) and Unified Communications Manager Administration. After changing the settings, you must restart the Peripheral Gateway services on the Side A and Side B Unified CCE Call Servers.
Unified Communications Manager Region settings are set by default to a maximum session bit rate of 384 kbps for video calls. This bit rate does not support HD video. You must change the default value to a value higher than 6000 kbps.
Use a Video Media Server to upload, store, and play back video prompts. Cisco MediaSense is the Video Media Server that provides network-based multimedia capture, streaming, and recording. Cisco MediaSense records conversations on the network rather than on a device. This process simplifies the architecture, lowers costs, provides optimum scalability, and facilitates use by analytics applications from Cisco technology partners.
After installing Cisco MediaSense, upload a video MP4 file.
Associate the file with a new dialed number.
Once you upload a video file, associate the file with a dialed number.
The following graphic shows a sample CVP studio script:
Name (Label) | Required | Default | Notes |
---|---|---|---|
Video Media Server DN | Yes | None |
Video Media Server Destination Number. Example: 5000. Must be a valid dialed number on Cisco Unified Border Element and Video Media Server. |
Digit Match Pattern | No | None |
Pattern to use for matching incoming digit collection. Leave blank for no digit collection. Example: 600. Must be a valid pattern for Cisco IOS gateway. The pattern format is the same as the destination-pattern format used in IOS gateway dial-peers. |
No Input Timeout | No | No timeout |
Maximum time (secs) to wait for caller input. Example: 15. |
The following table describes the different ways a video call is completed/terminated:
Exit State | Notes |
---|---|
End_of_media | Video played to completion and the video server disconnected. |
Caller_input | Caller entered a DTMF string that matched the specified digit collection pattern. |
No_input | No input received before the input timeout expired on a digit collection pattern. |
Error | An error or other unexpected termination occurred. |
Caller_hangup | Caller disconnected while video in progress. |
The following table describes element data that is created when one of these exit states is not completed:
Name | Type | Notes |
---|---|---|
callerdtmf | string | The digit string value captured. |
result | string | Video call outcome. |
Step 1 | Create a new dialed number (if necessary) for the Video-in-Queue script. Use the Dialed Number tool in Unified CCE Administration to complete this step. For instructions, see the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html. |
Step 2 | Associate the dialed number with either a new or existing call type. Use the Dialed Number and Call Type tools in Unified CCE Administration to complete this step. For instructions, see the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html, |
Step 3 | Create a routing script in Script Editor that invokes the Unified CVP Call Studio script that you created for Video-in-Queue. |
Step 4 | Schedule the routing script for the call type in the Script Editor Call Type Manager. |
The following illustration is a sample Script Editor script for Video-in-Queue. In this script:
The Set variable is set to "application=VideoIVR;video_id=7000019" where application is the name of the Unified CVP Call Studio application, and video_id indicates the video to play. The video_id is the Dialed Number for the video in MediaSense Administration.
The RunExtScript node uses the standard "GS,Server,V" to invoke the Unified CVP VXML application.
You can receive the DTMF digits back from CVP Studio application in the "Call.user.microapp.FromExtVXML[0]".
After creating your script, schedule the routing script using Call Type Manager in Script Editor.
Create a Video on Hold server in Unified Communications Manager and add it to a Media Resource Group (MRG). Use the incoming call rule that you created in the previous step. Add the MRG to a Media Resource Group List (MRGL). You can then assign the MRGL to trunks and gateways as required.
Step 1 | In the Unified CCX Script Editor, create a script that uses the Call Hold/Unhold steps as shown in the following example: Example: ![]() |
Step 2 | Make sure that the value for DelayWhileQueued is not longer than the duration of the video file. For more information about Unified CCX scripts, see Unified Contact Center Express Getting Started with Scripts at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-programming-reference-guides-list.html. |
Use Script Management in Unified CCX Administration to upload the script you created for Video-in-Queue.
In Unified CCX Administration, create an application using the script you created for Video-in-Queue. Then assign a trigger to the application.