User Guide

For announcement and music type of treatments, put the VRU Scripts in interruptible mode.
This allows the call to be connected to the first available agent even while the caller is listening
to a VRU script.
You set the interruptibility of a VRU script through the Configuration Manager, under the Add
Network VRU script configuration. Neither the VRU or ICM script can overwrite this setting.
IVR (VRU) Types
Listed in the table below are the IVR types that are supported for IPCC These types are defined
in ICM in the Network VRU Configuration. These IVR types are used by ICM to determine
the routing client, routing type, script node used and IVR port status. Type 3, 7 can only be
Network IVRs. However, Types 2 and 6 can be Network or On-premise IVRs.
ICM Knows IVR
Port Status
Scripting Node Used to Send
to IVR
Routing TypeRouting ClientIVR Type
YesTranslation Route to VRUPost-route from CallManagerYes2
NoSend To VRUPre-routeNo3, 7
YesN/APost-route from IVRYes6
YesSend To VRU, or any Queueing
node
Queueing for System IPCCYes9
Usually the IVR has been configured to support only one IVR type, although IP IVR can support
both Type 2 and Type 6 based on whether the call is routed directly to the IVR or the call comes
into a Translation Route point. In this case, the IVR type must be defined as Type 2.
Using the Translation Route to VRU Node
The Translation Route to VRU node is used by Type 2 IVRs that are post routed from
CallManager, when the call is not at the IVR, but at another routing client. The call can be a
pre-route from the IXC or it can be a post route from a CallManager CTI Route point.
The Translation Route to VRU node is used to send the call to the IVR port. Translation routing
is needed for:
•
Cradle to grave reporting (Termination Call Detail Reporting)
•
Ability to send call context data like the calling line ID or dialed number to the IVR
•
Ability to check if the IVR peripheral is online or if all IVR ports are busy before sending
the call.
The Translation Route to VRU node is typically followed by a Run External Script node. If
some checking is done before the Run External Script node is executed, the time it takes ICM
to execute the nodes in the script must not exceed the IVR Request Time-out timer. Information
obtained from the caller during the IVR session can be passed to ICM for further processing.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 11: Scripting in an IPCC Environment
Using IVR as a Queue Point