Quick Setup Guide

7-3
Getting Started with Cisco Unified IP IVR, Release 6.0(1)
Chapter 7 Installing and Configuring Unified IP IVR or for Unified CCE
Check List for Configuring Unified IP IVR in a Unified CCE System
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.
CRS ICM Configuration web page
After you create the script, in the CRS
Administration web page,
selectSubsystems > ICM. Then click
Add a New VRU Script.
"Configuring ICM VRU
Scripts" section in the Cisco
Customer Response Solutions
Administration Guide
For creating VRU scripts, see
the Cisco ICM/IP Contact
Center Enterprise Edition
Scripting and Media Routing
Guide.
The script you configure in this step is the CRS script to associate with the ICM VRU script. You can select
the script from the drop-down list or click the Edit button to specify a new script.
The VRU Script Name configured in this step must be the name of the VRU Script from the Property window
of the Run VRU Script call. In other words, the CRS file name configured here and the ICM VRU script file
name must have the same name.
All scripts under the \default directory are listed in the drop-down list of the Script field in the Cisco Script
Application Configuration page.
To specify a new script, click Edit, enter the script name in the dialog box, and click OK. The User Prompt
dialog box closes, and the name you entered appears in the Script field.
If you enter the script name as a file URL, enter the value with double backslashes (\\). For example,
file://c:\\temp\\aa.aef
The Application Name is the filename of the script in the CRS repository to run for this VRU Script Name.
For example, SCRIPT[BasicQ.aef].
A script name is displayed only as an Expression starting in CRS 4.5. The expression formats for different
types of script are as follows:
• SCRIPT[aa.aef] for User scripts
• SSCRIPT[aa.aef] for System scripts
• SCRIPT[FILE[C:\\Windows\aa.aef]] for File scripts
• SCRIPT[URL[http://localhost/aa.aef]] for URL-based scripts
3. Configure
Unified IP
IVR for ICM
Translation
Routing.
In translation routing, Unified
ICME software receives the call,
instead of the Unified IP IVR
system, but then Unified ICME
software routes the call to the
Unified IP IVR for queuing.
CRS ICM Translation Routing web page
In CRS Administration, select
Applications > Application
Management. Then clickAdd a New
Application, select ICM Translation
Routing and click Next
"Configure an ICM
Translation-Routing
Application" section in the
Cisco Customer Response
Solutions Administration
Guide.
You must configure Cisco Unified ICME translation-routing applications when the Cisco IP IVR is used as
a queue point in an contact center solution.
Translation routing happens when a call is transferred from one peripheral to another. For example, the call
could be transferred from a peripheral gateway to an IP IVR.
Table 7-1 Check List for Configuring Unified IP IVR for Unified CCE (continued)
Task Purpose Configuration Location Procedure Location