Getting Started with Unified IP IVR Customer Response Solutions Cisco Unified IP IVR and Cisco Unified Queue Manager 6.0(1) August 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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CONTENTS Preface i Purpose i Audience i Organization ii Related Documentation Conventions ii iv Obtaining Documentation v Cisco.
Contents CHAPTER 2 Features Enabled for Each Product by Product Licensing 2-1 CRS Administration Menus Enabled by Product Licensing 2-1 Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing CRS Subsystems Enabled by Product Licensing 2-3 Application Types Enabled by Product Licensing Editor Steps Enabled by Product Licensing 2-3 2-4 Historical Reports Enabled by Product Licensing 2-4 Real-Time Reports Enabled by Product Licensing for Unified IP IVR CHAPTER 3 Unified IP
Contents CHAPTER 5 Installing and Configuring Unified CM for Unified IP IVR About Unified CM 5-1 5-1 How to Install Unified CM 5-1 How to Configure Unified CM 5-2 Unified CM Configuration Check List 5-3 How to Check Your Phone Configuration in Unified CM or in Unified CME CHAPTER 6 Installing and Configuring Unified IP IVR Installing Cisco IP IVR 6-1 6-1 Configuring Unified IP IVR 6-2 Unified IP IVR Configuration Check List 6-3 Unified IP IVR Application Configuration Check List CHAPTER
Contents Testing Your Deployment CHAPTER 10 Managing Unified IP IVR 9-4 10-1 Managing Prompt, Grammar, and Document Files Managing Cisco CRS Datastores INDEX Getting Started with Cisco Unified IP IVR, Release 6.
Preface Purpose Use this guide as a starting point document when implementing a Cisco Unified IP IVR (Unified IP IVR) system before you install or configure your system. The purpose of this guide is to tell you what you need to know before you implement a Unified IP IVR system. Note Unified Contact Center Express: Premium, Enhanced, and Standard is described in the Getting Started with the Cisco Unified Contact Center Express guide. This guide: • Describes what you get with the Unified IP IVR.
Preface Organization Section Title Description Part 1 Unified IP IVR Overview An overview of both products. Chapter 1 About Unified IP IVR A description of both products summarizing what is supported in each. Chapter 2 Features Enabled for Each Product A comparative list of all the CRS features enabled by Product Licensing for each product by product licensing. Chapter 3 Unified IP IVR Architecture An overview with sample deployment models of Unified IP IVR architecture.
Preface Note The Web addresses referenced in this guide were accurate at the time this guide was written but may change. If an address does not work, visit Cisco.com and search for the related document at the Search prompt. Table 1 Main Index Pages listing Customer Contact Documentation Available on the Web For information on .... See ....
Preface Table 2 Other Related Web Documentation and Resources (continued) For .... See ....
Preface Convention Description window font Window font, such as Courier, is used for the following: • <> Text as it appears in code or that the window displays. Example:
Cisco Systems,Inc. Angle brackets are used to indicate the following: • For arguments where the context does not allow italic, such as ASCII output. • A character string that the user enters but that does not appear on the window such as a password.Preface If you do not have a user ID or password, you can register at this URL: http://tools.cisco.com/RPF/register/register.do Documentation Feedback You can provide feedback about Cisco technical documentation on the Cisco Support site area by entering your comments in the feedback form available in every online document. Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL: http://www.cisco.
Preface Never use a revoked encryption key or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL: http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html The link on this page has the current PGP key ID in use. If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending any sensitive material.
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Preface • “What’s New in Cisco Documentation” is an online publication that provides information about the latest documentation releases for Cisco products. Updated monthly, this online publication is organized by product category to direct you quickly to the documentation for your products. You can view the latest release of “What’s New in Cisco Documentation” at this URL: http://www.cisco.com/univercd/cc/td/doc/abtunicd/136957.htm • World-class networking training is available from Cisco.
P ART 1 Unified IP IVR Overview Use this guide as a starting point document when implementing a Cisco Unified IP IVR (Unified IP IVR) before you install or configure your system. The purpose of this guide is to tell you what you need to know before you implement a Unified IP IVR. Unified Contact Center Express: Premium, Enhanced, and Standard is described in the Getting Started with the Cisco Unified Contact Center Express guide. Effective CRS 6.
C H A P T E R 1 About Unified IP IVR This chapter contains the following: • Product Names, page 1-1 • Summary Description of Unified IP IVR, page 1-1 • About Installing More than One CRS Product on a Server, page 1-2 • About Installing More than One CRS Product on a Server, page 1-2 • Unified IP IVR Feature Summary, page 1-2 • Unified IP IVR Package Description, page 1-4 • Unified IP IVR Feature Summary, page 1-4 • CRS Subsystems that Unified IP IVR Supports, page 1-5 • Sample Default Uni
Chapter 1 About Unified IP IVR About Installing More than One CRS Product on a Server About Installing More than One CRS Product on a Server All CRS product packages are mutually exclusive. This means that only one of them can be installed at any point in time on a CRS server. If more then one is installed, then priority is given to the package with the highest number at the left in the following list: 1. Unified IP IVR 2. Unified CCX Standard 3. Unified CCX Enhanced 4.
Chapter 1 About Unified IP IVR Unified IP IVR Feature Summary Table 1-1 Supported Features (continued) Feature Unified IP IVR Playmessages to callers—music Included using Unified CM Music On Hold server or .wav file Play messages to callers—prompts Included using .
Chapter 1 About Unified IP IVR Unified IP IVR Package Description Unified IP IVR Package Description Table 1-2 summarizes the description of the Unified IP IVR package Table 1-2 Comparative Descriptions Available Licensed Product Package Components Unified IP IVR Note • Unified IP IVR Server Software (Required) • Unified IP IVR Ports (At least one is a must) • Automatic Speech Recognition (obtained through a separate Vendor) Purpose Allows contact-center applications to handle “typical” questio
Chapter 1 About Unified IP IVR CRS Subsystems that Unified IP IVR Supports Note To check for the current versions of the preceding software supported by your version of Unified IP IVR, see the Cisco Customer Response Solutions (CRS) Software and Hardware Compatibility Guide.
Chapter 1 About Unified IP IVR Sample Default Unified IP IVR Scripts Table 1-3 Subsystems Supported by Unified IP IVR (continued) Subsystem Type Purpose Inbound HTTP Request Adds components to the CRS Engine that allow it to respond to HTTP requests. Voice Browser Manages Voice Browser functionality. Sample Default Unified IP IVR Scripts Table 1-4 describes the sample Unified IP IVR scripts automatically included with your Unified IP IVR system. .
C H A P T E R 2 Features Enabled for Each Product by Product Licensing This chapter contains the following: • CRS Administration Menus Enabled by Product Licensing, page 2-1 • Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing, page 2-2 • CRS Subsystems Enabled by Product Licensing, page 2-3 • Application Types Enabled by Product Licensing, page 2-3 • Editor Steps Enabled by Product Licensing, page 2-4 • Historical Reports Enabled by Product Licensing, page 2-4 • Real
Chapter 2 Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing Table 2-1 Features Enabled for Each Product by Product Licensing Administration Menus Enabled by Product Licensing (continued) CRS Administrator Main Menu Menu Items Unified IP IVR Applications Application Management Included Script Management Included Prompt Management Included Grammar Management Included Document Management Included AAR Management Included JTAPI Included ICM Included Database Inc
Chapter 2 Features Enabled for Each Product by Product Licensing CRS Subsystems Enabled by Product Licensing CRS Subsystems Enabled by Product Licensing Table 2-3 Subsystems Enabled by Product Licensing Subsystem Unified IP IVR MRCP ASR (Add on) MRCP TTS (Add on) Application Included not applicable not applicable ASR Included Yes not applicable Cisco Media Termination Included not applicable not applicable Core Reporting Included not applicable not applicable Database Included not
Chapter 2 Features Enabled for Each Product by Product Licensing Editor Steps Enabled by Product Licensing Editor Steps Enabled by Product Licensing Table 2-5 lists the Unified IP IVR packages with the Step Editor steps enabled in each.
Chapter 2 Features Enabled for Each Product by Product Licensing Real-Time Reports Enabled by Product Licensing for Unified IP IVR Cisco Customer Response Solutions Database Schema Real-Time Reports Enabled by Product Licensing for Unified IP IVR Table 2-7 lists the real-time reports that come with Unified IP IVR.
Chapter 2 Real-Time Reports Enabled by Product Licensing for Unified IP IVR Getting Started with Cisco Unified IP IVR, Release 6.
C H A P T E R 3 Unified IP IVR Architecture This chapter contains the following: • Available Deployment Models, page 3-1 • Standalone Deployment, page 3-2 • Cisco Unified Contact Center Enterprise Deployment, page 3-5 • Services from Partners, page 3-6 • Support Services, page 3-6 This chapter briefly describes the deployment models that you can use with Unified IP IVR. The following are brief descriptions of key items for a Unified IP IVR deployment: • Voice Gateway.
Chapter 3 Unified IP IVR Architecture Standalone Deployment For more information on Unified IP IVR deployment models, see the design guide for Unified Customer Contact Express, which includes information for Unified IP IVR at Design Guides Standalone Deployment The following Unified IP IVR deployment models show Unified IP IVR deployed apart from Unified CCE. Figure 3-1 shows Unified IP IVR installed on a separate server. The following are brief descriptions of key items in the figure: • Gateway.
Chapter 3 Unified IP IVR Architecture Standalone Deployment Figure 3-1 Unifed IP IVR Architecture without Unifed CCE Figure 3-2 also shows how you can deploy Unified IP IVR apart from Unified CCE. This figure expands the focus to a Unified CM cluster and depicts the possibility of having a single CRS server with optional ASR and TTS servers. Note In addition to the CRS servers shown in the figure, you can also have other CRS servers.
Chapter 3 Standalone Deployment Figure 3-2 Standalone Deployment Model for Unified IP IVR Getting Started with Cisco Unified IP IVR, Release 6.
Chapter 3 Unified IP IVR Architecture Cisco Unified Contact Center Enterprise Deployment Cisco Unified Contact Center Enterprise Deployment Figure 3-3 shows how one or more Unified IP IVR servers fit into an Unified CCE system. Figure 3-3 A Unified Deployment Model within Unified CCE Figure 3-4 also shows a Unified CCE deployment model, but focuses in on the Unified CM, Unified IP IVR, and Unified CCE servers.
Chapter 3 Unified IP IVR Architecture Services from Partners Figure 3-4 A unified CCE Deploymnet Model for Unified IP IVR Services from Partners Ordering from a Cisco-authorized online partner provides convenience for those customers that know which products best fit their needs and require immediate delivery. If your needs require onsite design, installation and ongoing support, a local reseller in your area could provide those value-added services.
C H A P T E R 4 Basic Call and Contact Flow Concepts This chapter contains the following: • Relationships Between Tasks, Sessions, Contacts, and Channels, page 4-1 • Frequently Asked Questions on a CM Telephony Call Flow Outside of Unified CCE, page 4-2 • An HTTP Contact Flow Outside of Unified CCE, page 4-3 • A Summary of the Unified IP IVR Contact Flow Outside of Unified CCE, page 4-4 • Important Unified CM Configuration Dependencies, page 4-5 • Understanding How Calls Go Through the Unified
Chapter 4 Basic Call and Contact Flow Concepts Frequently Asked Questions on a CM Telephony Call Flow Outside of Unified CCE • Contact. A contact can be a Call, an HTTP request, or an e-mail. A contact carries attributes such as creation time, state, language, and so on. • Channel. Each type of contact can have various channel types associated with it. Channels are allocated and associated with contacts as needed and are used to support performing actions on contacts.
Chapter 4 Basic Call and Contact Flow Concepts An HTTP Contact Flow Outside of Unified CCE d. CRS accepts the call on the CTI Port, the call rings on the CTI Port, and a CRS script decides how to handle the call. • Why does the CM (or CME) Telephony Trigger need to have Primary and or Secondary Dialogue Groups assigned to it? For the CRS system to establish a media connection to a caller, CRS must allocate aMedia Channel for that call.
Chapter 4 Basic Call and Contact Flow Concepts A Summary of the Unified IP IVR Contact Flow Outside of Unified CCE A Summary of the Unified IP IVR Contact Flow Outside of Unified CCE Figure 4-1 is a simplified block diagram of a contact flow outside of Unified CCE. Figure 4-1 Basic Contact Flow Outside of Unified CCE The following are the steps a call or contact takes within a Unified IP IVR systemwith Unified CM but without Unified CCE: 1.
Chapter 4 Basic Call and Contact Flow Concepts Important Unified CM Configuration Dependencies 7. CRS starts an application that executes a CRS script. 8. The script determines how to handle the call: The CRS script can Redirect the call (for example, when no agents are available). Or, the CRS script can answer the call with the Accept step. If the CRS script answers the call and the trigger has been assigned a Dialog Group, CRS establishes a media connection with the caller.
Chapter 4 Basic Call and Contact Flow Concepts Understanding How Calls Go Through the Unified CCE System Warning If you install CRS with thedefault codec (G.711), your region configuration must allow calls into the region assigned to the CTI Ports at G.711. Otherwise, calls across the WAN are forced to G.729 in the region configuration, which causes the call to fail if there are no hardware transcoding resources properly configured and available. See Regions Configuration for more information.
Chapter 4 Basic Call and Contact Flow Concepts Understanding How Calls Go Through the Unified CCE System CRS scripts can direct calls based on various criteria, such as time of day or the availability of subsystems. When used with Unified ICME in a Translation Routing or Post Routing Application, the Unified IP IVR system does not make decisions as to what script to run. Instead, Unified ICME controls the call treatment by issuing RUN_VRU_SCRIPT commands to Unified IP IVR system.
Chapter 4 Basic Call and Contact Flow Concepts Understanding How Calls Go Through the Unified CCE System a. The CRS system looks for a CTI port in the CM Telephony Call Control Group assigned to the trigger (the phone number). b. The CRS system determines which CTI Port to take the call on and sends a redirect request to Unified CM through the CM Telephony protocol. If there is not a free port, the caller hears a "fast busy" until there is a free port to take the call. c.
Chapter 4 Basic Call and Contact Flow Concepts Understanding How Calls Go Through the Unified CCE System a. The caller is translation routed to the Unified IP IVR by the PG (the ICM Peripheral Gateway) sending a redirect request to CTI through CM Telephony. The destination is a CRS Translation Route Route Point (Trigger).
Chapter 4 Basic Call and Contact Flow Concepts Understanding How Calls Go Through the Unified CCE System • Script Parameter Separators, page 4-11 The Service Control Interface The Service Control interface allows the Unified ICME system to provide call-processing instructions to the Unified IP IVR system. It also provides the Unified ICME system with event reports indicating changes in call state. The Service Control Interface is enabled from the CRS ICM subsystem configuration web page.
Chapter 4 Basic Call and Contact Flow Concepts Debugging Problems in the Unified IP IVR System be used when necessary. Expanded Call Variables are configured both in the Unified ICME system and in the CRS system. In the CRS system, they are configured from the CRS ICM subsystem configuration web page. Script Parameter Separators One function that can prove useful is the ability to use the Unified ICME RUN_SCRIPT node with a name that includes parameter separators.
Chapter 4 Basic Call and Contact Flow Concepts Important Unified ICME Configuration Dependencies Important Unified ICME Configuration Dependencies When configuring your Unified IP IVR ystem in an Unified CCE environment, you need to be aware of the following: • The DNs (Dialed Numbers) of the Route Points, that is, the triggers that you configure in the CRS system are used in the Unified ICME system as Translation Route DNIS'.
Chapter 4 Basic Call and Contact Flow Concepts Important Unified ICME Configuration Dependencies Figure 4-3 Matching the ICM Script Name with the CRS Script Name • The “VRU Script Name” column on the left is the name that Unified ICME will refer to when calling the script and the “Script” column on the right is the file name of the CRS script you want to run when Unified ICME calls the script mentioned in the VRU Script Name column.
Chapter 4 Important Unified ICME Configuration Dependencies Getting Started with Cisco Unified IP IVR, Release 6.
P ART 2 Installing and Configuring Unified IP IVR with Unified CM This section describes how to install and configure Unified IP IVR with Unified CM. Configure the Unified IP IVR system components in the following order: 1. Install and setup your Cisco Unified IP phones. 2. Install and configure Unified CM or Unifed CME and register your IP phones with Unified CM/CME. 3. Install and configure the Cisco CRS application engine with a licensed Unified IP IVR package. 4.
C H A P T E R 5 Installing and Configuring Unified CM for Unified IP IVR This section contains the following: • About Unified CM, page 5-1 • How to Install Unified CM, page 5-1 • How to Configure Unified CM, page 5-2 • Unified CM Configuration Check List, page 5-3 This section describes how to install and configure Unified CM for Unified IP IVR. About Unified CM Unified CM: • Provide features for which organizations have traditionally used PBX systems.
Chapter 5 Installing and Configuring Unified CM for Unified IP IVR How to Configure Unified CM • By using Unified CM Administration and the Cisco Unified Serviceability Administration, verify that all the services required by Unified CM are running. • If you are planning on using the Unified CM BAT (Bulk Administration Tool), you can run it by choosing Bulk Administration from the Unified CM Administration menu.
Chapter 5 Installing and Configuring Unified CM for Unified IP IVR Unified CM Configuration Check List Unified CM Configuration Check List When configuring Unified CM , complete the tasks described in the following table to configure Unified CM for use with Unified IP IVR. Table 5-1 Unified CM Configuration Check List Task Purpose Configuration Location 1.Create Unified CM users that will later be assigned administrative privileges in the CRS Administration software.
Chapter 5 Installing and Configuring Unified CM for Unified IP IVR Unified CM Configuration Check List Table 5-1 Unified CM Configuration Check List (continued) Task Purpose Configuration Location 5. Configure the device pool Specifies the voice codec to be used for calls Device Pool Configuration window with the previously in the regions with the devices. See also the Cisco Unified Communications configured Regions. Manager Administration Guide, "Device Pool Configuration" chapter.
C H A P T E R 6 Installing and Configuring Unified IP IVR After you have configured Unified CM, install and configure Unified IP IVR.
Chapter 6 Installing and Configuring Unified IP IVR Configuring Unified IP IVR Configuring Unified IP IVR After you install and perform the initial set up of Unified IP IVR, use the Cisco CRS Administration web interface to perform a variety of additional set up and configuration tasks.
Chapter 6 Installing and Configuring Unified IP IVR Unified IP IVR Configuration Check List Unified IP IVR Configuration Check List Do the following tasks in the given order. Table 6-1 Unified IP IVR Configuration Check List Task Purpose and Notes Configuration Location 1. Configure the JTAPI subsystem on CRS. The Cisco CRS Engine uses the JTAPI Configuration web page JTAPI subsystem to send and receive From the CRS Administration calls from Unified CM. web page menu bar, select Subsystems > JTAPI.
Chapter 6 Installing and Configuring Unified IP IVR Unified IP IVR Configuration Check List Table 6-1 Unified IP IVR Configuration Check List (continued) Task Purpose and Notes Configuration Location Procedure Location 3. Check to make sure the JTAPI information in Cisco CRS and Unified CM is synchronized. If it is not synchronized, resynchronize it.
Chapter 6 Installing and Configuring Unified IP IVR Unified IP IVR Configuration Check List Table 6-1 Unified IP IVR Configuration Check List (continued) Task Purpose and Notes Configuration Location Procedure Location 5.Provision and configure any other CRS subsystems that you will use. Expands the functionality of your Unified IP IVR system.
Chapter 6 Installing and Configuring Unified IP IVR Unified IP IVR Configuration Check List Table 6-1 Unified IP IVR Configuration Check List (continued) Task Purpose and Notes Configuration Location Procedure Location 5.3 Provision the HTTP subsystem. (optional) Enables Unified IP IVR applications HTTP Trigger Configuration to respond to requests from a variety web page of web clients, including computers From the CRS Administration and IP phones.
Chapter 6 Installing and Configuring Unified IP IVR Unified IP IVR Application Configuration Check List Table 6-1 Unified IP IVR Configuration Check List (continued) Task Purpose and Notes Configuration Location 6. Start the Application Engine CRS Control Center web page The Application Engine is the execution vehicle for Unified IP IVR From CRS Administration scripts. menu bar, select System > Control Center. Then click The application engine runs when you install CRS.
Chapter 6 Installing and Configuring Unified IP IVR Unified IP IVR Application Configuration Check List Table 6-2 Unified IP IVR Application Configuratin Check List (continued) Task Purpose and Notes Configuration Location Procedure Location 2. If needed, create or customize any prompts that your CRS script will use. Through Cisco CRS Administration Media Configuration, you can modify the prompts that your script uses.
Chapter 6 Installing and Configuring Unified IP IVR Unified IP IVR Application Configuration Check List Table 6-2 Task Unified IP IVR Application Configuratin Check List (continued) Purpose and Notes 5. Add the application. To perform a telephony task through CRS, you need a CRS application. Adding an application involves giving it a name, assigning it a script, and defining any application variables.
Chapter 6 Installing and Configuring Unified IP IVR Unified IP IVR Application Configuration Check List Table 6-2 Task Unified IP IVR Application Configuratin Check List (continued) Purpose and Notes 8.Add the Application Enable the application to Trigger. respond to JTAPI calls and/or HTTP requests. Configuration Location Procedure Location CRS "Add Application Triggers" web page See the online help for that web page.
C H A P T E R 7 How to Deploy the Sample Script, aa.aef This chapter contains the following: • Cisco Unified CM AutoAttendant Overview, page 7-1 • Configuring the Cisco Unified CM AutoAttendant Application (aa.aef), page 7-2 • Testing your System and the Cisco Unifed CM AutoAttendant Application, page 7-2 Since the Cisco Unified CM AutoAttendant is an application and a script that comes by default in Unified IP IVR, making sure that it works is a good way to test your system.
Chapter 7 How to Deploy the Sample Script, aa.aef Configuring the Cisco Unified CM AutoAttendant Application (aa.aef) – If the line is busy or not in service, the system informs the caller accordingly and replays the main menu prompt. Configuring the Cisco Unified CM AutoAttendant Application (aa.aef) Follow the instructions for configuring a Unified IP IVR application in Installing and Configuring Unified IP IVR, page 6-1, and for the application, choose the Cisco Unified CM AutoAttendant.
PA R T 3 Installing and Configuring Unified IP IVR with Unified CCE This section describes how to install and configure Unified IP IVR in a Unified CCE environment. Whether you are configuring Unified IP IVR for Unified CCE, the configuration tasks are the same except when you get to the point of deploying the applications. However, you can configure only one of these products at a time on a server. You cannot configure both on the same server. If you do, Unified IP IVR takes precedence.
C H A P T E R 7 Installing and Configuring Unified IP IVR or for Unified CCE This section contains the following: • About Unified IP IVR in a Unified CCE System, page 7-1 • How to Install Unified IP IVR for Unified CCE, page 7-1 • Check List for Configuring Unified IP IVR in a Unified CCE System, page 7-1 • Important Unified IP IVR Dependency Check List, page 7-4 This section describes how to install and configure Unified IP IVR for a Unified CCE system.
Chapter 7 Installing and Configuring Unified IP IVR or for Unified CCE Check List for Configuring Unified IP IVR in a Unified CCE System Table 7-1 Check List for Configuring Unified IP IVR for Unified CCE Task Purpose 1. Configure the ICM subsystem. Allows the Unified IP IVR system CRS ICM Configuration web page to interact with Unified ICME In the CRS Administration web page, software. Unified ICME software select Subsystems > ICM.
Chapter 7 Installing and Configuring Unified IP IVR or for Unified CCE Check List for Configuring Unified IP IVR in a Unified CCE System Table 7-1 Check List for Configuring Unified IP IVR for Unified CCE (continued) Task Purpose Configuration Location Procedure Location 2. Create and upload CRS VRU scripts. Unified CCE uses Unified ICME Voice Response Unit (VRU) scripts to handle interactions with contacts. These scripts are loaded as applications on the CRS Engine.
Chapter 7 Installing and Configuring Unified IP IVR or for Unified CCE Important Unified IP IVR Dependency Check List Table 7-1 Check List for Configuring Unified IP IVR for Unified CCE (continued) Task Purpose 4. Configure Unified IP IVR for ICM Post Routing. CRS ICM Post-Routing web page In a Unified ICME post routing situation, the Unified CM receives In CRS Administration, the call and controls it. selectApplications > Application Management.
C H A P T E R 8 Installing and Configuring Unified ICME for Unified CCE This chapter contains the following: • About Unified ICME Software, page 8-1 • Unified ICME Dependencies in a Unified CCE System, page 8-2 What needs to be installed and configured before you install and configure Unified ICME software. • Configuring the Unified ICME System for the Unified IP IVR System, page 8-2 A Unified ICME configuration that needs to be done for Unified IP IVR applications to work in a Unified CCE system.
Chapter 8 Installing and Configuring Unified ICME for Unified CCE Unified ICME Dependencies in a Unified CCE System Unified ICME Dependencies in a Unified CCE System Before installing and configuring Unified ICME for use with Unified IP IVR in a Unified CCE system, you must do the following. Table 8-1 Unified ICME Dependencies Unified ICME Installation Prerequisite Installation/Configuration Notes 1. Install Unified CM. 2. Install Unified IP IVR if your Unified CCE system will use Unified IP IVR.
Chapter 8 Installing and Configuring Unified ICME for Unified CCE Unified ICME Documentation A Unified ICME and Unified IP IVR Application Configuration Dependency There may be cases when a call is not queued, but instead sent to the agent directly (via the LAA Select node) from Unified IP IVR. You must ensure the Unified IP IVR PG is configured correctly to ensure that such a call is considered answered at the Unified IP IVR service rather than abandoned. 1.
Chapter 8 Unified ICME Documentation Getting Started with Cisco Unified IP IVR, Release 6.
C H A P T E R 9 How To Deploy the Sample Script, BasicQ.aef This section contains the following: Note • How CRS Scripts Work in a Unified CCE System, page 9-1 • How the BasicQ.aef Script Works, page 9-2 • Required BasicQ.aef Configuration Tasks, page 9-3 • Testing Your Deployment, page 9-4 If you have installed Unified IP IVR, you can also test your Unified CCE system with the Cisco Unified CM AutoAttendant (aa.aef). See How to Deploy the Sample Script, aa.aef, page 7-1. The BasicQ.
Chapter 9 How To Deploy the Sample Script, BasicQ.aef How the BasicQ.aef Script Works Figure 9-1 Example ICM VRU Script ICM VRU scripts run when the Unified ICME system sends a Run VRU Script request to the Cisco CRS system using a Run External Script node in an ICM script. However, before the Unified ICME system can run a VRU script, you must have configured the CRS script that the VRU script is to run, uploaded it to the CRS Repository, and mapped it to the ICM VRU script.
Chapter 9 How To Deploy the Sample Script, BasicQ.aef Required BasicQ.aef Configuration Tasks and then puts the call back on hold for another 60 seconds. This sequence repeats until a cancel and then a connect are sent to connect the call through the Unified ICME system to an available agent or the call is released. Figure 9-2 I, and example ICM VRU script, shows how that script calls the CRS BasicQ.aef script as a function in the ICM script. Figure 9-2 Example ICM BasicQ VRU Script Required BasicQ.
Chapter 9 How To Deploy the Sample Script, BasicQ.aef Testing Your Deployment Table 9-1 BasicQ.aef Configuration Tasks (continued) Task Configuration Location 3. Create the CRS application, BasicQ. Go to the CRS Administration Application Configuration web page by selecting Applications > Application Management and then click Add a New Application. 4. Add the BasicQ ICM VRU script. Go to the CRS Administration ICM Configuration web page by selecting Subsystems > ICM.
C H A P T E R 10 Managing Unified IP IVR When you have provisioned the telephony and media resources, the Unified IP IVR system, additional subsystems (if required) and configured the Cisco script applications, then you can manage the following files: • Prompt, Grammar, and Document Files • Central datastore, Cisco CRS repository This chapter contains the following: • Managing Prompt, Grammar, and Document Files, page 10-1 • Managing Cisco CRS Datastores, page 10-2 Managing Prompt, Grammar, and Do
Chapter 10 Managing Unified IP IVR Managing Cisco CRS Datastores Managing Cisco CRS Datastores Datastores are components that allow you to manage and monitor historical, repository, andconfiguration data in the Cisco CRS cluster.
INDEX A aa.aef script documentation 6-2 Cisco CRS Engine 3-1 Cisco Unified CM AutoAttendant 7-2 configuring how to deploy 7-1 7-1 overview agent testing 10-2 datastore 7-2 configuring 7-2 CM Telephony call flow 5-4 IP phone setup outside of Unified CCE ASR 1-3 conditional routing dedicated server 3-1 automated attendant 1-3 4-2 configuring 5-2 Unified CM 8-2 Unified ICME Unified IP IVR B 6-2 Unified IP IVR for Unified CCE CTI route point BasicQ.
Index document files managing messages 10-1 1-3 to callers DTMF MRCP ASR 1-3 capture input managing grammar 1-5 description 10-1 MRCP TTS 1-5 description Dual Tone Multifrequency 1-3 see DTMF O G Open Database Connectivity 1-5 description grammars managing 10-1 1-2 operating systems overflow routing interflow and intraflow H hardware configuration 1-2 P HTTP contact flow outside of Unified CCE 1-3 4-3 phone configuration checking 4-7 post routing I 5-4 prompts ICM subsyste
Index 4-10 service control interface 1-2 software configuration 6-1 installing product licensing features scripts 2-1 1-6 standalone deployment model T subsystems Unifed CCE deployment model trigger types 1-5 two ways of configuring with Unifed ICME 4-8 translation routing 3-2 4-7 3-5 4-2 TTS V 3-1 dedicated server voice gateway U VRU scripts about DTMF input 5-1 configuration check list 1-3 5-4 checking phone configuration 5-3 configuration dependencies 4-5 5-2 confi
Index Getting Started with Cisco Unified IP IVR, Release 6.
