Quick Setup Guide

4-10
Getting Started with Cisco Unified IP IVR, Release 6.0(1)
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.
Labels
The Service Control interface supports four label types:
• Normal
The Normal label is a character string that encodes the instructions for routing the call. It contains
either a directory number to which the Unified IP IVR system should route the call or the name of
a .wav file representing an announcement.
If you configure the Unified IP IVR system to send an announcement, the Unified IP IVR system
plays the .wav file, pauses for two seconds, and repeats the .wav file followed by the two second
pause three additional times. Then it pauses 8 seconds and plays a fast busy signal until the caller
hangs up.
• Busy
The Busy label indicates that the caller should receive a busy treatment. Unless you set up a Busy
label port group to handle the call, the Unified IP IVR system generates a simulated busy signal from
a .wav file until the caller hangs up.
• Ring No Answer
The Ring No Answer (RNA) label indicates that the caller should receive an RNA treatment. Unless
you set up a Ring No Answer label port group to handle the call, the Unified IP IVR system
generates a simulated ringing sound from a .wav file until the caller hangs up.
• Default
The Default label indicates that the Unified IP IVR system should run the default script
VRU Scripts
The scripts that control Unified IP IVR calls have a VRU Script name in the Unified ICME system that
must be properly mapped to a CRS script name (.aef file) in the CRS system. This mapping is done from
the CRS ICM subsystem configuration web page.
Expanded Call Variables
Data is passed back and forth between the Unified ICME system and the CRS scripts usingExpanded
Call Variables. There are 10 default variables available, but others can be configured. Since these
variables are used globally throughout the system, they are considered to be premium and should only