Maintenance Manual

Entry Points 89
and Unified CCE integrated systems. You can use ECC variables and call variables to display the dynamic
content.
Dynamic messages can be displayed for integrated chats and callback activities.
Configuring the dynamic messages includes the following steps:
1. Configure the Network VRU scripts in Unified CCE.
2. Identify the queues for which you want to display the dynamic messages.
3. Identify the ECC variables or call variables you want to use in the dynamic message and prepare the macros
for the variables. For details about these objects and how they are used in Unified CCE, see the Scripting
and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted available here:
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html
4. Configure the dynamic message.
Preparing to Create Dynamic Messages
1. From Unified CCE, configure the Network VRU scripts and use them in the Unified CCE scripts used for
chat activities. You will need the name of the Network VRU script for configuring the dynamic messages.
For details about doing these tasks, see the Cisco Unified Web and E-mail Interaction Manager Deployment
and Maintenance Guide.
2. From the Unified EIM & WIM Administration Console, identify the integrated chat queues for which you
want to display the dynamic messages.
3. To display the dynamic content using ECC variable macros, prepare your macros by doing the following:
a. Look at the “Call Variables” chapter in the Cisco Unified Web and E-Mail Interaction Manager
Administrator’s Guide to Routing and Workflows guide for the names of ECC variables that can be
used.
b. Identify the ECC variables you want to use in the message. The macro will be added in the format
%ECC < Variable_Name >%. For example, %ECCuser.cim.activity.id%
4. To display the dynamic content using call variable macros, prepare your macros by doing the following:
 From the Administration Console, from the Call Variables tab of the queue properties, identify the call
variables you want to use in the message and note down the number associated with the call variable.
For example, in the following figure the number for customer_phone_no is 1 and for activity_id, the
Important: While selecting ECC variables to be used in macros, make sure that the variables have
valid values. If you use a variable that does not have a value, a run application script failure will
occur and the customer will not be able to chat. The error template is displayed to the customer.