Getting Started with Cisco IP IVR Cisco Customer Response Solutions Cisco IP IVR and Cisco IP Queue Manager Release 4.0(1)

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1 Getting Started with Cisco IP IVR Cisco Customer Response Solutions Cisco IP IVR and Cisco IP Queue Manager Release 4.0(1) July 2005 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 Copyright 2005 Cisco Systems Inc. THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iquick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iq Expertise, the iq logo, iq Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StrataView Plus, TeleRouter, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0502R)

3 Table of Contents Preface...1 Purpose...1 Audience...2 Organization...2 Related Documentation...3 Obtaining Documentation...6 Cisco.com...6 Documentation DVD...6 Ordering Documentation...7 Documentation Feedback...7 Cisco Product Security Overview...7 Reporting Security Problems in Cisco Products...8 Obtaining Technical Assistance...8 Cisco Technical Support Website...8 Submitting a Service Request...9 Definitions of Service Request Severity...9 Obtaining Additional Publications and Information...10 Part 1. Cisco IP QM and Cisco IP IVR Overview About Cisco IP QM and Cisco IP IVR...15 About Installing More than One CRS Product on a Server...16 Cisco IP QM and Cisco IP IVR Package Descriptions...17 Feature Summary (Cisco IP QM and Cisco IP IVR)...17 Cisco IP QM Features...19 CRS Subsystems Supported by Cisco IP QM...19 Sample Default Cisco IP QM Scripts...20 Cisco IP IVR Features...21 CRS Subsystems that Cisco IP IVR Supports that are not in Cisco IP QM...21 Sample Default Cisco IP IVR Scripts Features Enabled for Each Product by Product Licensing...25 CRS Administration Menus Enabled by Product Licensing...25 Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing...27 CRS Subsystems Enabled by Product Licensing...27 Application Types Enabled by Product Licensing...28 Editor Steps Enabled by Product Licensing...28 Historical Reports Enabled by Product Licensing...29 Real-Time Reports Enabled by Product Licensing for Cisco IP IVR Cisco IP IVR and Cisco IP QM Architecture...31 Available Deployment Models...31 Standalone Deployment...31 IPCC Enterprise Deployment Basic Call and Contact Flow Concepts...37 Relationships Between Tasks, Sessions, Contacts, and Channels...37 Frequently Asked Questions on a JTAPI Call Flow Outside of IPCC Enterprise...39 An HTTP Contact Flow Outside of IPCC Enterprise...41 A Summary Cisco IP IVR Contact Flow Outside of IPCC Enterprise...41 Important Cisco CallManager Configuration Dependencies...43 i

4 Understanding How Calls Go Through the Cisco IPCC Enterprise System...45 Call Flow Control...45 Two Ways of Configuring Cisco IP IVR with Cisco ICM...46 A Post Routed Call Flow...46 A Translated Routed Call Flow...48 The ICM Subsystem...49 The Service Control Interface...50 Labels...50 VRU Scripts...50 Call Variables...51 Script Parameter Separators...51 Debugging Problems in the Cisco IP IVR System...52 Important Cisco ICM Configuration Dependencies...52 Part 2. Installing and Configuring Cisco IP IVR with the Cisco CallManager Installing and Configuring the Cisco CallManager for Cisco IP IVR...55 About the Cisco CallManager...55 How to Install the Cisco CallManager...55 How to Configure Cisco CallManager...56 Cisco CallManager Configuration Check List...56 How to Set the Agent IP Phone Configuration on the IP Phone...58 How to Check Your Phone Configuration in Cisco CallManager...58 About the Cisco CallManager Extension Mobility Feature Installing and Configuring Cisco IP IVR...61 Installing Cisco IP IVR...61 Configuring Cisco IP IVR...62 Cisco IP IVR Configuration Check List...62 Cisco IP IVR Application Configuration Check List How to Deploy the Sample Script, aa.aef...69 Cisco AutoAttendant Overview...69 Configuring the Cisco AutoAttendant Application (aa.aef)...70 Testing your System and the Cisco AutoAttendant Application...70 Part 3. Installing and Configuring Cisco IP IVR or Cisco IP QM with IPCC Enterprise Installing and Configuring Cisco IP IVR or Cisco IP QM for IPCC Enterprise...75 About Cisco IP IVR and Cisco IP QM in an IPCC Enterprise System...75 How to Install Cisco IP IVR or Cisco IP QM for IPCC Enterprise...76 Check List for Configuring Cisco IP IVR or Cisco IP QM in an IPCC Enterprise System...76 Important Cisco IP IVR and Cisco IP QM Dependency Check List Installing and Configuring Cisco ICM for IPCC Enterprise...79 About Cisco ICM (Intelligent Contact Management) Software...79 Cisco ICM Dependencies in an IPCC Enterprise System...80 Configuring the Cisco ICM System for the Cisco IP IVR System...81 A Cisco ICM IP IVR Application Configuration Dependency...81 Cisco ICM Documentation Installing and Configuring Agent and Supervisor Desktops for IPCC Enterprise...83 About Agent and Supervisor Desktops for IPCC Enterprise...83 Agent and Supervisor Desktop Installation Prerequisites...84 About Agent and Supervisor Desktop Installation Tasks...84 ii

5 Agent and Supervisor Desktop Documentation for IPCC Enterprise Deploying the BasicQ.aef Script...87 How CRS Scripts Work in an IPCC Enterprise System...87 How the BasicQ.aef Script Works...88 Required BasicQ.aef Configuration Tasks...89 Testing Your Deployment...90 Glossary...93 Index iii

6 List of Figures Figure 1: IP IVR Architecture without IPCC Enterprise...32 Figure 2: A Standalone Deployment Model for IP IVR...33 Figure 3: IPCC Enterprise Architecture...34 Figure 4: An IPCC Enterprise Deployment Model for IP IVR/IP QM...35 Figure 5: Relationships Between Items in Your IP IVR/ IP QM System...38 Figure 6: Basic Contact Flow Outside of IPCC Enterprise...42 Figure 7: Example ICM VRU Script...88 Figure 8: Example ICM BasicQ VRU Script...89 iv

7 Preface Purpose Preface Purpose Use this guide as a starting point document when implementing a Cisco IP IVR (Interactive Voice Response) or a Cisco IP QM (Queue Manager) 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 an IP IVR or IP QM system. This guide: Describes what you get with each product (Cisco IP IVR and Cisco IP QM). Explains why you would use one product rather than the other. Shows the available system architectural models for each product. Describes the call or contact flow in the product deployments and describes how key system configuration parameters interact and depend on one another. Lists the key Cisco CallManager configuration values that Cisco IP IVR and Cisco IP QM depend on to work properly. Lists the key Cisco IP IVR or Cisco IP QM configuration values that Cisco ICM depends on for your IPCC Enterprise system to work properly. Lists the software you must install and configure and in what order for each product (Cisco IP IVR or Cisco IP QM) to work. Lists the Cisco IP IVR and Cisco IP QM configuration tasks References the documentation where you can find the procedures for installing and configuring the required software. Preface 1

8 Audience Preface Audience System installers and administrators or anyone who installs or configures a Cisco IP IVR or a Cisco IP QM telephony system. Organization Section Part 1 Title Cisco IP QM and Cisco IP IVR Overview (page 13) Description An overview of both products. Chapter 1 Chapter 2 Chapter 3 Chapter 4 Part 2 About Cisco IP QM and Cisco IP IVR (page 15) Features Enabled for Each Product by Product Licensing (page 25) Cisco IP IVR and Cisco IP QM Architecture (page 31) Basic Call and Contact Flow Concepts (page 37) Installing and Configuring Cisco IP IVR with the Cisco CallManager (page 53) A description of both products summarizing what is supported in each. A comparative list of all the CRS features enabled for each product by product licensing. An overview with sample deployment models of Cisco IP IVR and Cisco IP QM architecture. IP IVR and IP QM concepts, call and contact flows, and configuration dependencies. How to install and configure Cisco IP IVR independent of an IPCC Enterprise system. Chapter 5 Installing and Configuring the Cisco CallManager for Cisco IP IVR (page 55) How to install and configure the Cisco CallManager for Cisco IP IVR. Chapter 6 Chapter 7 Part 3 Installing and Configuring Cisco IP IVR (page 61) How to Deploy the Sample Script, aa.aef (page 69) Installing and Configuring Cisco IP IVR or Cisco IP QM with IPCC Enterprise (page 73) How to install and configure Cisco IP IVR. How to deploy a sample Cisco IP IVR script. Everything you should be aware of when you install and configure Cisco IP IVR or Cisco IP QM within an IPCC Enterprise system. Preface 2

9 Preface Related Documentation Section Chapter 8 Title Installing and Configuring Cisco IP IVR or Cisco IP QM for IPCC Enterprise (page 75) Description How to install and configure Cisco IP IVR or Cisco IP QM for IPCC Enterprise. Chapter 9 Installing and Configuring Cisco ICM for IPCC Enterprise (page 79) How to install and configure Cisco ICM for IPCC Enterprise. Chapter 10 Installing and Configuring Agent and Supervisor Desktops for IPCC Enterprise (page 83) How to install and configure agent and supervisor desktops for IPCC Enterprise. Chapter 11 How to Deploy the Sample Script, BasicQ.aef (page 87) How to deploy a sample Cisco IP IVR or Cisco IP QM script in IPCC Enterprise Glossary Glossary (page 93) Definitions of technical terms used in Customer Contact Response Solutions documentation. Related Documentation The following Web addresses can give you additional information to that provided in this guide on Cisco IP IVR and Cisco IP QM. 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, go to Cisco.com and search for the related document at the Search prompt. Some of the Web addresses referenced in the following table Table 2: Related Web Resources For... An IP phone configuration check list See... Table 40-6 in the Cisco CallManager System Guide, Release 4.1(2) Cisco IP Phones 1 An explanation of how to use the Cisco 7900 series phone Cisco 7900 Series IP Phones: Cisco IP Phone 7960 elearning Tutorial 2 Cisco IP IVR and Cisco IP QM product descriptions, datasheets, case studies, and other documents Cisco IP Interactive Voice Response Introduction 3 1) 2) 3) Preface 3

10 Related Documentation Preface For... Cisco IP IVR and Cisco IP QM product packaging, pricing, and ordering See... Cisco IP Queue Manager 4 Cisco Systems Products and Services: Ordering 5 Cisco IP Interactive Voice Response Introduction 6 Usage guidelines for IPCC Enterprise Cisco Intelligent Contact Management (ICM) Bill of Materials 7 How to plan, design, implement, operate, and optimize an IP Telephony System IP Telephony and IPCC Enterprise technologies at Steps to Success 8 How to design a Cisco IP IVR or Cisco IP QM system How to deploy a Cisco IP IVR system How to install and/or upgrade a Cisco IP IVR or Cisco IP QM system How to configure and administer a Cisco IP IVR system without IPCC Enterprise How to install and configure a Cisco IP IVR or Cisco IP QM system with IPCC Enterprise How to program a Cisco IP IVR or Cisco IP QM system Solution Reference Network Design (SRND) guides at Solution Reference Network Designs 9 CRSD (Customer Response Solutions Development) training course 10 Cisco Customer Response Solutions Installation Guide at Cisco IPCC Express Edition Install and Upgrade Guides 11 Cisco Customer Response Solutions Administration Guide at Cisco IPCC Express Edition Configuration Guides 12 Cisco IP Contact Center Installation and Configuration Guide at IPCC Enterprise Edition Core Documentation 13 Cisco CRS Scripting and Development Series manuals at Cisco IPCC Express Edition Programming Guides 14 4) 5) shtml 6) 7) 8) 9) 10) 11) 12) 13) 14) Preface 4

11 Preface Related Documentation For... How to troubleshoot your Cisco IP IVR or Cisco IP QM system See... Cisco IPCC Express Edition Troubleshoot and Alerts 15 IP Communications Systems Test Releases 16 Technical Support Cisco IP Interactive Voice Response Technial Support and Documentation 17 Cisco IPCC Express Edition Technical Support and Documentation 18 Cisco IPCC Enterprise Edition Technical Support and Documentation 19 Cisco Product Support 20 Release Notes, Technical Notes, Field Notices, and Software Compatibility and Interoperability Information IP Communications Systems Test 21 Interoperability Portal 22 Cisco IPCC Express Edition Technical Notes 23 Cisco IPCC Express Edition Field Notices 24 Cisco IPCC Enterprise Edition Technical Notes 25 Cisco IPCC Enterprise Edition Field Notices 26 Table 3: Related Documentation For information on... Cisco IP Communications and Voice Products See... Cisco IP Communications and Voice Products 27 Cisco CallManager Cisco CallManager 28 15) 16) 17) 18) 19) 20) 21) 22) 23) 24) 25) 26) 27) 28) Preface 5

12 Obtaining Documentation Preface For information on... Cisco Customer Contact Software Cisco Customer Response Solutions See... Customer Contact Software 29 Cisco IPCC Express and Cisco IP IVR 30 Cisco IPCC Express Edition 31 Cisco IP Contact Center Enterprise Edition Software IPCC Enterprise Edition 32 Obtaining Documentation Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems. Cisco.com You can access the most current Cisco documentation at this URL: You can access the Cisco website at this URL: You can access international Cisco websites at this URL: Documentation DVD Cisco documentation and additional literature are available in a Documentation DVD package, which may have shipped with your product. The Documentation DVD is updated regularly and may be more current than printed documentation. The Documentation DVD package is available as a single unit. Registered Cisco.com users (Cisco direct customers) can order a Cisco Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace. Cisco Ordering tool: 29) 30) 31) 32) Preface 6

13 Preface Documentation Feedback Cisco Marketplace: Ordering Documentation You can find instructions for ordering documentation at this URL: (hhttp:// cc/td/doc/es_inpck/pdi.htm) You can order Cisco documentation in these ways: Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Ordering tool: Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at or, elsewhere in North America, by calling NETS (6387). Documentation Feedback You can send comments about technical documentation to bug-doc@cisco.com. You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address: Cisco Systems Attn: Customer Document Ordering 170 West Tasman Drive San Jose, CA We appreciate your comments. Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL: From this site, you can perform these tasks: Report security vulnerabilities in Cisco products. Obtain assistance with security incidents that involve Cisco products. Register to receive security information from Cisco. Preface 7

14 Obtaining Technical Assistance Preface A current list of security advisories and notices for Cisco products is available at this URL: If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL: Reporting Security Problems in Cisco Products Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT: Emergencies security-alert@cisco.com Nonemergencies psirt@cisco.com Note: We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x. Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one that has the most recent creation date in this public key server list: pks/lookup?search=psirt%40cisco.com&op=index&exact=on In an emergency, you can also reach PSIRT by telephone: Obtaining Technical Assistance For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller. Cisco Technical Support Website The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, 365 days a year, at this URL: Preface 8

15 Preface Obtaining Technical Assistance Access to all tools on the Cisco Technical Support Website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL: Note: Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support Website by clicking the Tools & Resources Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call. Submitting a Service Request Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL: For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly To open a service request by telephone, use one of the following numbers: Asia-Pacific: (Australia: ) EMEA: USA: For a complete list of Cisco TAC contacts, go to this URL: Definitions of Service Request Severity To ensure that all service requests are reported in a standard format, Cisco has established severity definitions. Preface 9

16 Obtaining Additional Publications and Information Preface Severity 1 (S1) -- Your network is down, or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation. Severity 2 (S2) -- Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation. Severity 3 (S3) -- Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels. Severity 4 (S4) -- You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations. Obtaining Additional Publications and Information Information about Cisco products, technologies, and network solutions is available from various online and printed sources. Cisco Marketplace provides a variety of Cisco books, reference guides, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL: Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL: Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL: iq Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iq Magazine at this URL: Preface 10

17 Preface Obtaining Additional Publications and Information Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL: World-class networking training is available from Cisco. You can view current offerings at this URL: Preface 11

18 Obtaining Additional Publications and Information Preface Preface 12

19 Part 1: Cisco IP QM and Cisco IP IVR Overview This part of the guide describes: Product descriptions Features enabled by each product's licensing Cisco IP IVR and Cisco IP QM architecture with deployment models Basic call flows and call flow dependencies Release 4.0(1) 13

20 Release 4.0(1) 14

21 Chapter 1 About Cisco IP QM and Cisco IP IVR The Cisco IP QM (Queue Manager) and the Cisco IP IVR (Interactive Voice Response) software are Cisco Customer Response Solutions (CRS) product packages that provide IP call queuing and IP intelligent voice response functionality for a contact center. Both products use the same editor. So both of them can be configured to play static or dynamic prompts, to offer menus to callers, queue a call and play music, and so on. Basic differences between Cisco IP IVR and Cisco IP QM: Cisco IP QM is used only in an IPCC Enterprise contact center while Cisco IP IVR can be used in either an IPCC Enterprise contact center or a Cisco CallManager cluster without IPCC Enterprise. Cisco IP IVR provides the same features as Cisco IP QM, plus additional features. For example, Cisco IP IVR can check a database to gather data that ICM software might use for routing, or to give more detailed treatment to the caller and can use use speech recognition or text to speech configurations while Cisco IP QM cannot do these things. Because Cisco IP IVR has more features than Cisco IP QM, it is also more customizable than Cisco IP QM. These 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 both are installed, then priority is given to Cisco IP IVR. This section contains the following topics: About Installing More than One CRS Product on a Server, page 16 Cisco IP QM and Cisco IP IVR Package Descriptions, page 17 Feature Summary (Cisco IP QM and Cisco IP IVR), page 17 Cisco IP QM Features, page 19 CRS Subsystems Supported by Cisco IP QM, page 19 Sample Default Cisco IP QM Scripts, page 20 Cisco IP IVR Features, page 21 CRS Subsystems that Cisco IP IVR Supports that are not in Cisco IP QM, page 21 15

22 About Installing More than One CRS Product on a Server About Cisco IP QM and Cisco IP IVR Sample Default Cisco IP IVR Scripts, page 23 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. Extended Services (also known as the free Cisco CallManager AutoAttendant) 2. Cisco IP QM 3. Cisco IP IVR 4. IPCC Express Standard 5. IPCC Express Enhanced 6. IPCC Express Premium This means, for example, that IPCC Standard has a higher priority than Cisco IP IVR, and if both are installed on the same CRS server, you will only be able to use IPCC Express standard. 16

23 About Cisco IP QM and Cisco IP IVR Cisco IP QM and Cisco IP IVR Package Descriptions Cisco IP QM and Cisco IP IVR Package Descriptions Product Package Cisco IP QM Available licensed Components Cisco IP QM Server Software (Required) Cisco IP QM Ports (At least one must be purchased) Purpose Provides basic call treatment options like prompt and collect and integration with Cisco ICM (Intelligent Contact Management) software. It is only sold for IPCC Enterprise deployment. It does not provide the ability for the retrieval of information in databases, , ASR or TTS. It does not have web capabilities like Cisco IP IVR. Cisco IP IVR Cisco IP IVR Server Software (Required) Cisco IP IVR Ports (At least one is a must) Automatic Speech Recognition Text To Speech VoiceXML A superset of the Cisco IP QM package. Allows contact-center applications to handle typical questions by letting callers interact directly with back-end databases without agent intervention. This includes integration with IPCC Enterprise if needed. This also includes three subsystems and three corresponding editor pallets that you do not get in Cisco IP QM: The HTTP subsystem (which enables both incoming and outgoing HTTP support) Outgoing support Database support Note: Both product packages are sold and licensed on a concurrent use basis. For example, if you have 2 shifts of 50 agents, you need to purchase 50 agent licenses, not 100 licenses. Three basic Historical Reports (IVR Traffic Analysis Report, IVR Application Performance Analysis Report, and the Detailed Call by Call CCDR Report) are available with both packages without needing a separate license. All supported CRS languages are included in both packages; it is up to you to install which one(s) you want. Feature Summary (Cisco IP QM and Cisco IP IVR) This table lists the Cisco CRS features supported in each product. 17

24 Feature Summary (Cisco IP QM and Cisco IP IVR) About Cisco IP QM and Cisco IP IVR Feature SDK (Software Development Kit) Cisco IP QM No. Disabled if present. Cisco IP IVR CTI (Computer Telephony Integration) option IPCC Express Standard Historical Reporting (HR) Client No No. Disabled if present. No, unless IPCC Express Enhanced or Premium is installed No. Disabled if present. IPCC Express Enhanced HR Client No. Disabled if present. No. Disabled if present. Extension Mobility Database MRCP ASR MRCP TTS IPCC Express All languages Inbound HTTP request Historical reporting Step Editor JTAPI triggers HTTP triggers No No No No No No, if installed. No, but limited to Cisco IP IVR reports, but limited to creating ICM VRU scripts with limited steps. No No No, if installed., but limited to Cisco IP IVR reports. Has full editing features. All types of applications including ICM, Busy, and RNA are available. 18

25 About Cisco IP QM and Cisco IP IVR Cisco IP QM Features Cisco IP QM Features Cisco IP QM is an IP-based call treatment and routing solution that provides call-treatment options as part of the Cisco IP Contact Center (IPCC) Enterprise solution. Using Cisco IP IVR, you can create applications that: Answer calls. Provide static announcements to a queued caller: "All of our agents are busy... " Provide dynamic announcements to a queued caller: "There are 12 calls in queue. Your expected wait time is 15 minutes." Static and dynamic messages can be tailored to specific caller interests, the route selected, the caller s place in the queue, or other associated values. Provide menu choices for a caller: "To leave a message press 1, to select from a list of frequently asked questions..." This can provide callers with easy access to multiple agent skill groups, extensions, or announcements, either before or after routing. Prompt to obtain caller data such as passwords or account identification. Transfer calls to caller-selected extensions. CRS Subsystems Supported by Cisco IP QM The following table lists all the CRS subsystems supported by Cisco IP QM. Subsystem Type CMT (Cisco Media Termination) Purpose Configures CMT dialog control groups, which can be used to handle simple Dual Tone Multifrequency (DTMF) data collected from dialog interactions with customers. The Cisco Media subsystem uses dialog groups to organize and share resources among applications. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone. Core Reporting ICM Provides information for Cisco IP IVR real-time reports. Manages the connection between the CRS server and ICM software. 19

26 Sample Default Cisco IP QM Scripts About Cisco IP QM and Cisco IP IVR Subsystem Type (Intelligent Contact Management) JTAPI (Java Telephony Application Programming Interface) RM-CM (Resource Manager-Contact Manager) Purpose Manages the connection between the Cisco CallManager CTI Manager and the CRS Engine. Allows CRS to route and queue calls and manage the historical reporting feature. Sample Default Cisco IP QM Scripts The table below describes the IP Queue Manager sample scripts automatically included with your Cisco IP QM system. Sample Script BasicQ.aef CollectDigits.aef CVInput.aef CVOutput.aef Input.aef Output.aef VisibleQ.aef Description Greets a caller and puts the call on hold while waiting for an available agent. Acquires an account number (or other numbers) from a caller. Uses ICM call variables to fully customize the Extended Get Digit String step to collect information from the caller and return it to the ICM script. Uses ICM call variables to fully customize the Extended Play Prompt step to play back information to the caller. (similar to the CVInput.aef script). Uses ICM expanded call variables to pass information for the customizing of the Extended Get Digit String step. (similar to the CVOutput.aef script). Uses ICM expanded call variables to pass information for the customizing of the Extended Play Prompt step. Greets a caller, provides feedback about the estimated time until the caller will be connected, and puts the call on hold while waiting for an available agent. 20

27 About Cisco IP QM and Cisco IP IVR Cisco IP IVR Features Cisco IP IVR Features Cisco IP IVR software is a multimedia (voice, data, web) IP-enabled interactive voice response solution that automates call handling by autonomously interacting with contacts. Using Cisco IP IVR, you can create applications to do everything that Cisco IP QM does plus the following 5 items, which Cisco IP QM cannot do: Interpret voice data (as well as keyboard data). Translate text to speech. Send and respond to HTTP requests. Send . Enable CRS to interact directly with back-end databases through ODBC (Open Database Connectivity) support without agent intervention. Cisco IP IVR applications have Open Database Connectivity (ODBC) support. Cisco IP IVR applications can access Microsoft Structured Query Language (SQL) servers and Oracle, Sybase, and IBM DB2 databases. Note: To check for the current versions of the preceding software supported by your version of Cisco IP IVR, see the Cisco Customer Response Solutions (CRS) Software and Hardware Compatibility Guide. You can access it on the Web at Cisco IPCC Express and Cisco IP IVR ( If you do not need any of the following, then you do not need Cisco IP IVR: Interpretation of voice data (as well as keyboard data). Translation of text to speech. Web-enabled applications on either the client or server side. Automatic sending of s. Interaction with back-end databases through ODBC. CRS Subsystems that Cisco IP IVR Supports that are not in Cisco IP QM Cisco IP IVR supports all the subsystems that Cisco IP QM supports. In addition, Cisco IP IVR supports the following subsystems, which Cisco IP QM does not support. 21

28 CRS Subsystems that Cisco IP IVR Supports that are not in Cisco IP QM About Cisco IP QM and Cisco IP IVR Subsystem Type MRCP Automatic Speech Recognition (ASR) ASR Server Software (Required) ASR ports (at least one is required) Note: Purpose Allows a script to respond to voice input in addition to DTMF (Dual Tone Multi-Frequency), the signal to the telephone company that is generated when you press a key on a telephone keypad. This allows a caller to verbally convey information to the system for processing instead of pressing keys on a touch-tone telephone. The number of ASR ports should be less than or equal to the number of IVR ports. If there are more ASR ports than IVR ports, then the excess ports are automatically disabled. Multi-language ASR support is separately licensed. This support is restricted by the CRS languages that are selected during the CRS installation. MRCP Text To Speech (TTS) TTS Server Software (Required) TTS Ports (at least one is required) Note: Multi-language TTS support is separately licensed. Composes voice prompts that are generated in real time from text, such as speaking the words in the text of an message. TTS is primarily used to convey information obtained from a database or other source that is non-repetitive. Examples of such information include name and address verification. Repetitive information, such as numbers comprising an account balance, normally is not conveyed using TTS. Although text to speech technology has improved greatly since its inception, the tone still sounds mechanical. So it is best used only when the information possibilities make wave file generation impossible. Database Adds components to the CRS Engine that allows it to send messages Handles the connections between the CRS server and the enterprise database. Also provides Open Database Connectivity (ODBC) support. 22

29 About Cisco IP QM and Cisco IP IVR Sample Default Cisco IP IVR Scripts Subsystem Type Inbound HTTP Request Voice Browser Purpose See the Cisco Customer Response Solutions (CRS) Software and Hardware Compatibility Guide 55 for the latest versions of the database software that are supported. Adds components to the CRS Engine that allow it to respond to HTTP requests. Manages Voice Browser functionality. Sample Default Cisco IP IVR Scripts The table below describes the sample Cisco IP IVR scripts automatically included with your Cisco IP IVR system. In addition to these scripts, Cisco IP IVR also supports all IP QM scripts when it is installed in an IPCC Enterprise environment. The IP QM scripts are designed specifically for integration with ICM sofware. Sample Script aa.aef SNU.aef voicebrowser.aef Description Allows a caller to call an agent by entering an extension number or the first few characters of an associated username. If ASR is enabled, the caller may simply speak the extension or the user name. Enables Cisco CallManager users to call in, authenticate their identities, and replace their spoken names with newly recorded announcements on their telephones Uses ASR functionality to allow a caller to access information from VoiceXML-enabled web sites. 55) 23

30 Sample Default Cisco IP IVR Scripts About Cisco IP QM and Cisco IP IVR 24

31 Chapter 2 Features Enabled for Each Product by Product Licensing The following sections describe the various features separately enabled by product licensing for Cisco IP IVR and for Cisco IP QM. For a list of all features enabled by CRS licensing for all CRS products, see the Cisco CRS Administration Guide. This section contains the following topics: CRS Administration Menus Enabled by Product Licensing, page 25 Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing, page 27 CRS Subsystems Enabled by Product Licensing, page 27 Application Types Enabled by Product Licensing, page 28 Editor Steps Enabled by Product Licensing, page 28 Historical Reports Enabled by Product Licensing, page 29 Real-Time Reports Enabled by Product Licensing for Cisco IP IVR, page 30 CRS Administration Menus Enabled by Product Licensing A in the following table means that the related menu item is enabled for the product in that column. CRS Administrator Main Menu Menu Items Cisco IP QM Cisco IP IVR System LDAP Information Control Center Datastore Control Center System Parameters 25

32 CRS Administration Menus Enabled by Product Licensing Features Enabled for Each Product by Product Licensing CRS Administrator Main Menu Menu Items Cisco IP QM Cisco IP IVR Custom File Configuration Alarm and Tracing Logout Applications Application Management Script Management Prompt Management Grammar Management Document Management AAR Management Subsystems JTAPI ICM Database No HTTP No No Cisco Media MRCP ASR No MRCP TTS No Tools Alarm Definition Plug-ins Real-Time Reporting Historical Reporting 26

33 Features Enabled for Each Product by Product Licensing Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing CRS Administrator Main Menu Menu Items Cisco IP QM Cisco IP IVR User Management Troubleshooting Tips Help Contents and Index For this Page About Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing The following table lists the availability of CRS options not listed in the preceding menu list. Option Prompt Management Cisco IP QM Cisco IP IVR Spoken Name Upload No Plugin Editor Plugin SDK No Plugin HR Client(1) CRS Subsystems Enabled by Product Licensing Subsystem Cisco IP QM Cisco IP IVR MRCP ASR (Add on) MRCP TTS (Add on) Application not applicable not applicable ASR No not applicable Cisco Media Termination not applicable not applicable Core Reporting not applicable not applicable Database No not applicable not applicable 27

34 Application Types Enabled by Product Licensing Features Enabled for Each Product by Product Licensing Subsystem Cisco IP QM Cisco IP IVR MRCP ASR (Add on) MRCP TTS (Add on) No not applicable not applicable Enterprise Server Data No No not applicable not applicable HTTP No not applicable not applicable ICM not applicable not applicable JTAPI not applicable not applicable Resource Manager and Cisco Media not applicable not applicable TTS No not applicable Voice Browser (VB) No not applicable Note: The Voice Browser subsystem is available only if Nuance ASR is enabled. Application Types Enabled by Product Licensing Application Type Cisco Script Application Cisco IP QM No Cisco IP IVR Busy Ring No Answer Cisco ICM Post Routing Cisco ICM Translation Routing Editor Steps Enabled by Product Licensing The following table lists the Cisco IP QM and Cisco IP IVR packages with the Step Editor steps enabled in each. 28

35 Features Enabled for Each Product by Product Licensing Historical Reports Enabled by Product Licensing CRS Script Step General 1 Cisco IP QM Cisco IP IVR Session Contact Call Contact 2 Contact HTTP Contact Media 3 No No User Prompt 4 No Grammar Document Database IPCC Express Intelligent Contact Management (ICM) Java No No No Historical Reports Enabled by Product Licensing The following table lists the historical reports that come with Cisco IP IVR and Cisco IP QM. Report Name Application Performance Analysis Report Report Description Summary information about calls received by each Cisco IP IVR application. 1) The "Get Reporting Statistic" step is not available to either Cisco IP QM or Cisco IP IVR. 2) The "Place Call" step is not available to Cisco IP IVR. 3) The "Name To User" and "Voice Browser" steps are not available to Cisco IP QM. 4) The "Create TTS Prompt" step is not available to Cisco IP QM. 29

36 Real-Time Reports Enabled by Product Licensing for Cisco IP IVR Features Enabled for Each Product by Product Licensing Report Name Detailed Call by Call CCDR Report Traffic Analysis Report Report Description Detailed information about each call received by the Cisco IP IVR system. Summary information about calls received by the Cisco IP IVR system during each day in the report range. See Also Cisco Customer Response Solutions Historical Reports User Guide Cisco Customer Response Solutions Historical Reporting Administrator and Developer Guide Cisco Customer Response Solutions Database Schema Real-Time Reports Enabled by Product Licensing for Cisco IP IVR The following table lists the real-time reports that come with Cisco IP IVR. Report Name Application Administration Application Activity Application Task Report Description Displays Overall Application Engine Activity Monitors Activity by Application Monitors Activity by Task For how to run real-time reports and for full descriptions of the preceding reports, see the Cisco CRS Administration Guide. 30

37 Chapter 3 Cisco IP IVR and Cisco IP QM Architecture This section briefly describes the deployment models that you can use with Cisco IP IVR or Cisco IP QM. This section contains the following topics: Available Deployment Models, page 31 Standalone Deployment, page 31 IPCC Enterprise Deployment, page 33 Available Deployment Models Cisco IP IVR or Cisco IP QM can be deployed anywhere in your IP network on Cisco Media Convergence Servers or Cisco approved customer-provided servers. The following four figures illustrate the different ways you might deploy Cisco IP IVR or Cisco IP QM: The first two figures show how you can deploy Cisco IP IVR, apart from IPCC Enterprise. Cisco IP QM is not sold apart from IPCC Enterprise. The second two figures shows how you can deploy either Cisco IP IVR or Cisco IP QM with IPCC Enterprise. For more information on Cisco IP IVR deployment models, see the design guide for IPCC Express, which includes information for Cisco IP IVR at Solution Reference Network Designs ( Standalone Deployment The following Cisco IP IVR deployment models show Cisco IP IVR deployed apart from IPCC Enterprise. 31

38 Standalone Deployment Cisco IP IVR and Cisco IP QM Architecture The first figure shows Cisco IP IVR installed on a separate server. The following are brief descriptions of key items in the figure: Gateway. Connects the enterprise IP telephony network to the Public Switched Telephone Network (PSTN) and to other private telephone systems such as Public Branch Exchange (PBX). You purchase gateways separately. Both voice and Web correspondence travel through the gateway. Cisco CallManager Server. Provides the features that are required to implement IP phones, manage gateways, provides failover and redundancy service for the telephony system, and directs voice over IP traffic to the Cisco Customer Response Application (Cisco CRS) system. You must purchase Cisco CallManager separately. Note: Cisco IP IVR can be installed on the same server as Cisco CallManager or on a separate server. Cisco CRS Server. Contains the Cisco CRS Engine that runs Cisco IP IVR. Figure 1: IP IVR Architecture without IPCC Enterprise This next figure also shows how you can deploy Cisco IP IVR apart from IPCC Enterprise, but it expands the focus to a Cisco CallManager cluster and the possibility of having more than one CRS server. 32

39 Cisco IP IVR and Cisco IP QM Architecture IPCC Enterprise Deployment Note: In addition to the CRS servers shown in the figure, you can also have other CRS servers. For example, you can have a separate server for historical reporting and another separate server for the HTTP subsystem. Figure 2: A Standalone Deployment Model for IP IVR IPCC Enterprise Deployment The following deployment model shows how one or more Cisco IP IVR or Cisco IP QM servers fit into an IPCC Enterprise system. 33

40 IPCC Enterprise Deployment Cisco IP IVR and Cisco IP QM Architecture Figure 3: IPCC Enterprise Architecture The next figure also shows an IPCC Enterprise deployment model, but focuses in on the Cisco CallManager, Cisco IP IVR/Cisco IP QM, and IPCC Enterprise servers. In an IPCC Enterprise system, there is the Cisco CallManager server or servers, the CRS server or servers, and the enterprise servers. Note: The optional MRCP ASR and TTS software cannot be on the same server as the CRS engine and is 3rd party software, not Cisco software. 34

41 Cisco IP IVR and Cisco IP QM Architecture IPCC Enterprise Deployment Figure 4: An IPCC Enterprise Deployment Model for IP IVR/IP QM 35

42 IPCC Enterprise Deployment Cisco IP IVR and Cisco IP QM Architecture 36

43 Chapter 4 Basic Call and Contact Flow Concepts When installing and configuring your Cisco IP IVR or Cisco IP QM system, you should understand the concepts, call flows, and configuration dependencies described in this chapter. This section contains the following topics: Relationships Between Tasks, Sessions, Contacts, and Channels, page 37 Frequently Asked Questions on a JTAPI Call Flow Outside of IPCC Enterprise, page 39 An HTTP Contact Flow Outside of IPCC Enterprise, page 41 A Summary Cisco IP IVR Contact Flow Outside of IPCC Enterprise, page 41 Important Cisco CallManager Configuration Dependencies, page 43 Understanding How Calls Go Through the Cisco IPCC Enterprise System, page 45 Debugging Problems in the Cisco IP IVR System, page 52 Important Cisco ICM Configuration Dependencies, page 52 Relationships Between Tasks, Sessions, Contacts, and Channels The following diagram shows how various items in your CRS (IP IVR or IP QM) system work together. 37

44 Relationships Between Tasks, Sessions, Contacts, and Channels Basic Call and Contact Flow Concepts Figure 5: Relationships Between Items in Your IP IVR/ IP QM System Task. CRS receives the incoming call/contact signal on a Trigger, which is then assigned an Application. The application can be a workflow application, a Java application, (and in an IPCC Enterprise system) an ICM Translation Routing application or an ICM Post-Routing application. When CRS accepts the contact, the application starts an application task. The application task in turn invokes an instance of a script associated with the application. Session. A session tracks Contacts as they move around the system. This enables information to be shared among contacts that are related to the same session. When a contact is received (inbound) or initiated (outbound), CRS checks to see if an existing session already exists with that contact's Implementation ID. The Implementation ID is the Cisco CallManager Global CallID plus the Cisco CallManager node (GCID/<node>). If a session already exists for the contact, CRS associates it with that session. If no session already exists for the contact, CRS automatically creates one. After the contact ends, the session remains idle in memory for a default period of 30 minutes before being automatically deleted. Contact. A contact can be a Call, an HTTP request, or an . 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. Different types of channels are allocated based on the type of contact and the type of dialogue that needs to be supported between the CRS and the Contact. For example, a JTAPI call that is presented to CRS will be connected to a CTI Port. To support the call control event transfer, a "Call Control" channel is allocated. If the Trigger is associated to a Primary and or Secondary Dialogue Group, depending on the type, a Media Channel or an MRCP channel will be allocated. 38

45 Basic Call and Contact Flow Concepts Frequently Asked Questions on a JTAPI Call Flow Outside of IPCC Enterprise If an application is triggered by an HTTP Trigger, an HTTP Control Channel will be allocated. Frequently Asked Questions on a JTAPI Call Flow Outside of IPCC Enterprise When deploying your system, you should understand the following about call flows and the Cisco CallManager configuration dependencies that can impact call flow: How is a call is presented to the CRS system? Caller > CTI Route Point. An incoming call is given to the CRS system on a Trigger, which is also called a CTI Route Point. The trigger signals the CRS system through JTAPI that there is an incoming call. CRS rejects the call if the Max Session limit has been hit for the Trigger or the Application to which the trigger is assigned. If there are available sessions, based on the Call Control Group assigned to the trigger, CRS searches for an available CTI Port to receive the call. If it finds an available port, it sends a request to the Cisco CallManger through JTAPI/CTI requesting that the caller be rerouted from the CTI Route Point to the CTI Port. This takes place as a JTAPI Redirect request. For this to be successful, the Call Manager's Default setting for Calling Search Space (Redirecting Party, or in this case, the CTI Route Point) must be able to place the call to the selected CTI Port. Why is the CTI Route Point associated with a CallManger user? For the CRS system to know that a call is coming, it must have control of the line carrying the call. This is done through a CallManager User. The CallManager User is associated with the CTI Route Point as a device that the CallManager user controls. When a Trigger is assigned to an application in the CRS system, the JTAPI subsystem knows that it must take control of that line using the JTAPI Client installed on the CRS system. Once it has control of the line, it will be monitoring it for events as well as performing call-control operations on that line. How does the CRS system determine which CTI Port to use? A CRS Application requires a Trigger. The trigger type determines whether or not a port will be required. There are two types of triggers: JTAPI and HTTP. If an application is started by dialing a phone number, it must have a JTAPI Trigger. If an application is started by entering a URL, it must have an HTTP Trigger. If an application is triggered by calling a JTAPI Trigger: 39

46 Frequently Asked Questions on a JTAPI Call Flow Outside of IPCC Enterprise Basic Call and Contact Flow Concepts. a The CRS system looks for an available CTI Port in the JTAPI Call Control Group assigned to the Trigger.. b CRS then requests the CallManager to Redirect the caller to the desired CTI Port.. c The call is presented to the CTI Port.. 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 JTAPI 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 a Media Channel for that call. When CRS accepts a call on a CTI Port, it looks for an available Media Channel in the Primary Dialog Group. If there are none available, it will look for an available channel in the Secondary Dialogue Group. What are the CRS script call control choices? The call control step choices are: Accept. Answers the call and establishes a media connection. This is based on the Primary and Secondary Dialogue Groups assigned to the Trigger. It can be either CMT (Cisco Media Termination) or ASR (Automatic Speech Recognition). Reject. Rejects the call and returns it to the Cisco CallManager without answering it. Terminate. Disconnects the Contact. Redirect. Requests that the Cisco CallManager reroute the caller to another destination. How are Redirects done? Redirects can be done in several ways: When CRS requests that a caller be rerouted from a CTI Route Point to a CTI Port. When a CRS script executes a Call Redirect step In IPCC Enterprise, when an ICM system sends a Connect request to the CRS system to send a queued call to a destination label. Once the CRS system requests a Redirect and the Cisco CallManager accepts it, the redirecting CTI Port is released and returned to the idle port list. 40

47 Basic Call and Contact Flow Concepts An HTTP Contact Flow Outside of IPCC Enterprise An HTTP Contact Flow Outside of IPCC Enterprise When an HTTP request is presented to CRS: 1. The HTTP trigger is assigned to an application. 2. When the URL trigger is hit, an application task is started. 3. The application is assigned to a script and the script starts. 4. An HTTP control channel is allocated. 5. The script performs steps on the triggering contact. Possible step choices are: Get HTTP contact information. Obtain Header Information, Parameters, Cookies and Environment Attributes and assign them to local variables. Send a response. Send a Document Object as a response to the calling browser. Send a JSP reply. Send a response to the calling browser based on a JSP template. This step allows for the mapping of local variables to keywords in the template. HTTP redirect. Allows a calling browser to be redirected to a different URL. A Summary Cisco IP IVR Contact Flow Outside of IPCC Enterprise The following is a simplified block diagram of a contact flow outside of IPCC Enterprise. 41

48 A Summary Cisco IP IVR Contact Flow Outside of IPCC Enterprise Basic Call and Contact Flow Concepts Figure 6: Basic Contact Flow Outside of IPCC Enterprise The following are the steps a call or contact takes within a Cisco IP IVR system without IPCC Enterprise: 1. The caller dials the desired phone number or enters a Web address. 2. CRS receives the contact signal at the phone number trigger point or the Web address trigger point. 3. CRS determines which CTI port to take the contact on and sends a Redirect Request to CTI in the Cisco CallManager to send the contact to the port: If the contact is a call, then the CRS system looks for a CTI port in the JTAPI Call Control Group assigned to the trigger (the phone number). If the contact is a Web connection, then the CRS system looks for a CTI port in the HTTP Control Group assigned to the trigger (the URL). 4. The Cisco CallManager sends the contact to the specified CTI port. 5. The caller is presented to CRS on the CTI port. 6. CRS accepts the call. 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. 42

49 Basic Call and Contact Flow Concepts Important Cisco CallManager Configuration Dependencies If the CRS script answers the call and the trigger has been assigned a Dialog Group, CRS establishes a media connection with the caller. Important Cisco CallManager Configuration Dependencies The Cisco CallManager is a software ACD that distributes calls. The Cisco IP IVR software tells the Cisco CallManager how to distribute calls. For both products to work together correctly, you should therefore understand how calls are set up when you configure Call Manager devices. You should be aware of the following: LDAP. The LDAP directory defined in the Cisco CallManager has to be the same one defined in Cisco IP IVR or Cisco IP QM. This directory is configured when you install Cisco CallManager. Both the Cisco CallManager and CRS use the LDAP directory to store authentication and authorization information about users of Cisco CallManager applications, which interface with the Cisco CallManager. CTI Ports and Route Points. When configuring CRS, you must enter the information that CRS uses to configure CTI Ports and Route Points in the Cisco CallManager. The CTI ports and route points defined through the CRS Administration application are the same. JTAPI User. When configuring CRS, you define a JTAPI User Prefix that is used to create the JTAPI User in the Cisco CallManager. Redirects. Redirects are performed when a call comes and the call is sent from the route point to the designated CTI port (in this case, the redirect takes place internally as part of the protocol), when a CRS script executes a call Redirect step, or when an ICM system sends a Connect request to the CRS system to send a queued call to a destination label. When the Redirect is performed, if the Cisco CallManager destination is available, the call is immediately sent to the Cisco CallManager and released from the CTI Port. Destination. A Redirect will fail if the destination is not available. Cisco CallManager Default (Calling Party). A Redirect that is done through a request from the ICM system, does NOT use the Call Control Groups CSS for a Redirect parameter. Instead, it always uses the Cisco CallManager Default (Calling Party). Calling Search Space (CSS). Every type of call uses a CSS to determine if it is allowed to be connected to a device based on the device's partition. Any CRS script that uses a Redirect Step will use the CSS that is defined on the CTI Port Group page for the CTI Port's JTAPI Call Control Group, in the "Calling Search Space for Redirect" field. Note: The Redirect Step is the only redirect scenario that uses this configuration. The other scenarios use the Call Manager Default. 43

50 Important Cisco CallManager Configuration Dependencies Basic Call and Contact Flow Concepts The Redirect that is redirected to CRS from the ICM system does not use the Call Control Groups CSS for the Redirect parameter. Instead, it always uses the Cisco CallManager default (the calling party). Device Regions. The calling and the called devices' Regions determine at which bandwidth the connection is made. In the case of the CRS servers CTI Ports, if the connection to calling or called device cannot be made at the CRS servers installed bandwidth, then a Transcoder channel must be available. Device Locations. In the event that one or more of the devices are in a Location, if sufficient bandwidth is not available, the requested call-control operation will fail. Media Connections. Media connections to the CRS system are either all g.711 or all g.729. This means that the Cisco CallManager region configuration must allow for connections between devices and the CRS serverâ s CTI Ports with the appropriate Codec. If not, then Transcoder channels MUST be configured and available. You do this at the appropriate matching Codex at CRS (Cisco IP IVR) installation time. Connection path Device (Phone/Gateway/Route Point). Warning: Calls can fail if any of the following (for all parties involved with the call) are not configured in the Cisco CallManager: Calling Search Space Partitions Locale Bandwidth Codec selection 44

51 Basic Call and Contact Flow Concepts Understanding How Calls Go Through the Cisco IPCC Enterprise System Understanding How Calls Go Through the Cisco IPCC Enterprise System This section describes the following: Call Flow Control Two Ways of Configuring Cisco IP IVR with Cisco ICM A Post Routed Call Flow A Translation Routed Call Flow The ICM Subsystem The Service Control Interface Labels VRU Scripts Call Variables Script Parameter Separators Call Flow Control The Cisco ICM system provides a central control system that directs calls to various human and automated systems, such as Integrated Voice Response (IVRs) units [also called Voice Response Units (VRUs)] and Automatic Call Distribution (ACD) systems. Cisco ICM scripts can direct calls based on various criteria, such as time of day or the availability of subsystems. The ICM system using the RUN_VRU_SCRIPT command to initiate a script during a call. Cisco ICM scripts use four different commands to interact with the Cisco IP IVR system: Connect to connect the call. The Cisco ICM sends the connect message with a label to instruct the Cisco IP IVR system where to direct the call Release to hang up a call. VRU Script to run an ICM VRU script on the Cisco IP IVR system. Cancel to cancel the ICM VRU script currently running. 45

52 Understanding How Calls Go Through the Cisco IPCC Enterprise System Basic Call and Contact Flow Concepts Two Ways of Configuring Cisco IP IVR with Cisco ICM When integrated in an IPCC Enterprise environment, CRS can be used in two different ways depending on the call flow. You can define your Applications as either post-routing or translation-routing applications. Post Routing. If the calls will first traverse through the IP IVR and then through IPCC Enterprise, it is considered a Post-Routing scenario. In this type of call flow, IPCC Enterprise is notified of the call by CRS. The IPCC Enterprise script will not start until the CRS requests instructions from IPCC after the CRS Initial Script ends (if one is configured). An example would be when a caller is prompted by CRS for some information that is intended for subsequent delivery to an IPCC Agent. Translation Routing. If IPCC Enterprise first has control of the call and it needs to flow through the IP IVR, it is considered a Translation-Routing scenario. In this type of call flow, IPCC Enterprise has control of the call while it is in the CRS. Examples of this call flow are when you have to queue a caller or if you use the IP IVR for menu based (CED) routing. Note: In the following flow descriptions, the Cisco IP IVR and Cisco IP QM system are both referred to as the CRS system. The ICM system and the CRS system together form the IPCC Enterprise system. In an IPCC Enterprise environment, the ICM software is the primary controller of all calls. The IPCC queuing is done through the CallManager and CRS software. The agent assigned by the software to handle a call can be defined in either the CallManger database or the ICM database. If a telephone number is defined as a target (as a number a customer is asked to phone to contact the service center) in the Cisco CallManager database, then the Cisco CallManager recieves that call first and the call processing in the IP Enterprise contact center is done through what is called translation routing. If a telephone number is defined as a target in the Cisco ICM database, then the Cisco ICM software recieves that call first and the call processing in the IP Enterprise contact center is done through what is called post routing. A Post Routed Call Flow This scenario represents a call that is queued in the Cisco IP IVR or Cisco IP QM system through Post Routing until an agent becomes available. 46

53 Basic Call and Contact Flow Concepts Understanding How Calls Go Through the Cisco IPCC Enterprise System In a post-routed call flow: 1. The caller dials the desired phone number (an application Trigger that is a CRS Route Point). 2. The trigger is linked to a Post-Routing application with a default CRS script. 3. The call is presented to the CRS system. a. The CRS system looks for a CTI port in the JTAPI 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 the Cisco CallManager through the JTAPI 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. The Cisco CallManager sends the caller to the specified CTI Port. d. The caller is presented to the CRS system on the CTI Port. e. The default CRS script linked to the application is run. 4. The CRS script then determines what to do next: a. In most post-routing cases, the script will welcome the caller and collect some information from the caller to be sent over to the ICM system. b. The script maps this data using the Set ICM data Step. c. The script ends with the End step. 5. Since this is a post-routing application, once the End step is reached, the Cisco CRS system requests instruction from the IPCC enterprise system. This instruction is a route request with the VRU peripheral as the routing client and the CRS Route Point as the DN. 6. The ICM system will have an ICM script configured to run for this routing client DN. After it is notified of the call, the Cisco ICM system runs this ICM script. 7. The ICM script will determine how to handle the call and will instruct the CRS system accordingly. ICM scripts are composed of many different call-handling steps, including the following four commands it can send to the Cisco CRS system Connect, Release, Run VRU Script, and Cancel. 8. The Cisco CRS system responds to the commands from the Cisco ICM system until the ICM system signals that the call is complete. 47

54 Understanding How Calls Go Through the Cisco IPCC Enterprise System Basic Call and Contact Flow Concepts For example, the ICM script could send a Run VRU Script request to the Cisco IP IVR system, instructing the Cisco IP IVR system to run a script that plays music and thanks the caller for their patience. When an agent becomes available, the Cisco ICM system sends a Cancel request and the Cisco IP IVR system stops running the current script. The Cisco ICM system then sends a Connect command with a Normal label that indicates the extension of the free agent. The Cisco CRS system then checks the VRU Script Name variable to determine if it needs to run a PreConnect script. The Cisco CRS system routes the call to the agent indicated in the Normal label. For a detailed description of a Cisco CallManager Post Routed call flow within an IPCC Enterprise system, see Systems Test Architecture Reference Manual for IPCC Enterprise ( A Translated Routed Call Flow This scenario represents a call that is queued in the Cisco IP IVR or Cisco IP QM system through Translation Routing until an agent becomes available. In a post-routed call flow: 1. The caller dials the desired phone number (an application Trigger that is an ICM Route Point). 2. The call is presented to the ICM PG (Peripheral Gateway). 3. An ICM script is started. Based on the ICM script logic, the caller is queued for a group of agents. If none are available, the caller is queued in the Cisco IP IVR or Cisco IP QM as follows: a. The caller is translation routed to the Cisco IP IVR or the Cisco IP QM by the PG (the ICM Peripheral Gateway) sending a redirect request to CTI through JTAPI. The destination is a CRS Translation Route Route Point (Trigger). The Cisco ICM system sends along with the call additional information associated with the call, including a reserved DNIS value, a trunk group, a label for the PG, and instructions for further processing. b. The call is presented to the CRS system on the trigger. c. The CRS system looks for a CTI port in the JTAPI Call Control Group assigned to the trigger (the phone number). d. The CRS system determines which CTI Port to take the call on and sends a redirect request to through JTAPI. e. The Cisco CallManager sends the caller to the specified CTI Port. f. The caller is presented to the CRS system on the CTI Port. 48

55 Basic Call and Contact Flow Concepts Understanding How Calls Go Through the Cisco IPCC Enterprise System g. The CRS system accepts the call, starts a session with the ICM PG, and sends a REQUEST_INSTRUCTION event. 4. The ICM script then determines what to do next. In most cases, it sends a RUN_VRU_SCRIPT event to the CRS system. 5. The CRS system maps the requested VRU script name to a CRS Script based on the VRU Script configuration in the CRS system. 6. The CRS script then determines how to handle the call. A call can either be redirected or answered with the accept step. 7. If the CRS script answers the call, and the trigger has been assigned a Dialogue Group, it establishes a media connection with the caller. At this point the CRS system can interact with the caller as desired. 8. When the script ends, it sends a RUN SCRIPT_ RESULT event back to the ICM system. The ICM script determines what to do next. Typically another RUN_SCRIPT_REQUEST events is sent. This continues until an agent becomes available to take the call. 9. Once an agent becomes available, the PG sends a CANCEL event to the CRS system. 10. The CRS system terminates the running script. 11. The PG then sends a CONNECT event that includes the Agent's extension as the Label. 12. The CRS system then redirects the caller to the agent's extension. 13. The Cisco IP IVR system continues to respond to the commands from the Cisco ICM system until the Cisco ICM system signals that the call is complete. The ICM Subsystem The ICM subsystem of the Cisco CRS system allows Cisco IP IVR or Cisco IP QM to interact with the Cisco ICM system. The CRS's ICM subsystem uses a proprietary protocol to communicate with the ICM PG. When using the ICM subsystem, you should understand: Service Control Interface Labels VRU Scripts Call Variables Script Parameter Separators 49

56 Understanding How Calls Go Through the Cisco IPCC Enterprise System Basic Call and Contact Flow Concepts The Service Control Interface The Service Control interface allows the Cisco ICM system to provide call-processing instructions to the Cisco IP IVR system. It also provides the Cisco ICM 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 Cisco IP IVR system should route the call or the name of a.wav file representing an announcement. If you configure the Cisco IP IVR system to send an announcement, the Cisco IP IVR system plays the.wav file, pauses for 2 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 Cisco 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 Cisco IP IVR system generates a simulated ringing sound from a.wav file until the caller hangs up. Default The Default label indicates that the Cisco IP IVR system should run the default script VRU Scripts The scripts that control IP IVR calls have a VRU Script name in the ICM 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. 50

57 Basic Call and Contact Flow Concepts Understanding How Calls Go Through the Cisco IPCC Enterprise System Call Variables Data is passed back and forth between the ICM system and the CRS scripts using 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 be used when necessary. Call Variables are configured both in the Cisco ICM system and 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 ICM Run Script node with a name that includes parameter separators. The Parameter Separator is defined from the CRS ICM subsystem configuration web page. By default it is the (pipe) symbol. One example of its usefulness is if you have one main script. Within that script, you can have multiple branches that would execute based on the value of a parameter that is passed by the ICM system. Example Configuration data: CRS Script name = testscript.aef VRU Script name = testscript ICM VRU Scripts Run VRU Script node in ICM = testscript 100 Get ICM Data step in script testscript.aef: Field Name: VRU Script Name Token Index: 1 Decoding Type: String Local Variable: param1 (of type string) In the preceding example of a script parameter separator, the script variable param1 will contain the first parameter (after the ) In this case, that would be 100. This example allows the variable param1 to be tested and for the script to take the desired branch based on its value. The benefit is that only one VRU Script needs to be defined in the CRS system, and you do not have to use any other variables as parameters to determine which branch to take in the script. 51

58 Debugging Problems in the Cisco IP IVR System Basic Call and Contact Flow Concepts Debugging Problems in the Cisco IP IVR System The SS_TEL (Telephony subsystem) debug traces can be used to debug the JTAPI aspect of a call. When debugging ICM problems in the Cisco IP IVR system, turn on the ICM related debugs. The CRS LIB_ICM (ICM library) and the SS_ICM (ICM subsystem) show the ICM events messaging. Use the Cisco Customer Response Solutions Servicing and Troubleshooting Guide for instructions on how to interpret the messages and how to use Trace. Important Cisco ICM Configuration Dependencies When configuring your Cisco IP IVR or Cisco IP QM system in an IPCC Enterprise environment, you need to be aware of the following: Route Points or triggers that you configure in the CRS system are used in the ICM system as Translation Routing Route Points. The CRS route points must be the same as the ICM Translation Route points. The CTI port group number IDs in CRS must have the same numbers as the peripheral trunk group numbers in the ICM system. CRS script names must be the same as the ICM VRU script names that call the related CRS scripts. The VRU connection port numbersin CRS must be the same as the VRU connection port numbers in the ICM system. Any enterprise ECC (Expanded Call Context) variables must be defined on both sides of the system (in IP IVR or IP QM and in ICM software) 52

59 Part 2: Installing and Configuring Cisco IP IVR with the Cisco CallManager This section describes how to install and configure Cisco IP IVR with the Cisco CallManager. Configure the Cisco IP IVR system components in the following order: 1. Install and setup your Cisco IP phones. 2. Install and configure Cisco CallManager and register your IP phones with the Cisco CallManager. 3. Install and configure the Cisco CRS application engine with a licensed Cisco IP IVR package. 4. Configure your script applications. 5. Load your scripts into the CRS repository and test them. Release 4.0(1) 53

60 Release 4.0(1) 54

61 Chapter 5 Installing and Configuring the Cisco CallManager for Cisco IP IVR This section describes how to install and configure Cisco CallManager for Cisco IP IVR This section contains the following topics: About the Cisco CallManager, page 55 How to Install the Cisco CallManager, page 55 How to Configure Cisco CallManager, page 56 Cisco CallManager Configuration Check List, page 56 How to Set the Agent IP Phone Configuration on the IP Phone, page 58 How to Check Your Phone Configuration in Cisco CallManager, page 58 About the Cisco CallManager Extension Mobility Feature, page 58 About the Cisco CallManager The Cisco CallManager provides features for which organizations have traditionally used PBX systems. Cisco CallManager uses open standards, such as TCP/IP, H.323 standards (for packet-based multimedia communications systems), and Media Gateway Control Protocol (MGCP). Cisco CallManager allows deployment of voice applications and the integration of telephony systems with Intranet applications. The Cisco CallManager software must be installed on the Cisco Media Convergence Server (MCS). How to Install the Cisco CallManager Follow the step-by-step installation instructions for Cisco CallManager included in the Installing Cisco CallManager Guide. There are no IPCC-specific installation prerequisites or instructions for Cisco CallManager. You can find this guide and the other guides mentioned in the following list and table at the Cisco CallManager documentation Web site ( univercd/cc/td/doc/product/voice/c_callmg/index.htm) 55

62 How to Configure Cisco CallManager Installing and Configuring the Cisco CallManager for Cisco IP IVR Once Cisco CallManager installation is complete, configure Cisco CallManager as described in the next section. Prior to proceeding with configuration, ensure that: A Cisco CallManager instance has been created on the CallManager server. All Cisco CallManager services and third-party services required by CallManager are running. The BAT (Bulk Administration Tool) has been installed on the Cisco CallManager. Identify the users in the Cisco CallManager LDAP directory that will be assigned administration privileges in CRS. If these users do not exist in the Cisco CallManager LDAP directory, then you must create those users in the CallManager. Note: Note the Cisco CallManager LDAP directory information since you will need it for the Cisco IP IVR installation. For the Cisco CallManager documentation available on the Web, seecisco CallManager Documentation ( See Also Installing Cisco CallManager Guide Bulk Administration Tool Guide for Cisco CallManager Cisco CallManager Administration Guide Cisco CallManager Features and Service Guide Cisco Internet Service Node Configuration and Administration Guide How to Configure Cisco CallManager For instructions on configuring the Cisco CallManager, see the configuration instructions in the Cisco CallManager Administration Guide. Most of the Cisco CallManager configuration tasks are performed from the Cisco CallManager Administration utility. Cisco CallManager Administration is installed on all Cisco CallManager servers. To access Cisco CallManager Administration, select Start > Programs > Cisco CallManager > Administration. Or, in a Web browser, enter Cisco CallManager Configuration Check List When configuring the Cisco CallManger, complete the tasks described in the following table to configure Cisco CallManager for use with Cisco IP IVR or Cisco IP QM. 56

63 Installing and Configuring the Cisco CallManager for Cisco IP IVR Cisco CallManager Configuration Check List Task 1. Create Cisco CallManager users that will later be assigned administrative privileges in the CRS Administration software. Purpose Provides a user account for Cisco IP IVR to connect with the Cisco CallManager. Note: You will need to remember the user IDs and passwords for when you install and configure Cisco IP IVR. The user ID should not be longer than 31 alphanumeric characters. Although a user ID in the Cisco CallManager can contain up to 128 alphanumeric characters, in a Cisco CRS system, a user ID can can be no longer than 31 alphanumeric characters. Configuration Location User Configuration web page From the Cisco CallManager Administration page menu bar, select User > Add a New User. 2. Configure the appropriate Regions for the sites. 3. Configure the Locations for the sites. 4. Configure the devices with the previously configured Regions. 5. Configure the Cisco CallManager Group for the devices. 6. Register the phones in Cisco CallManager with the correct directory numbers. Specifies the codecs to be used by calls between devices in that region and other regions. Implements Call Admission Control which regulates voice quality by limiting the available bandwidth for calls. Specifies the voice codec to be used for calls in the regions with the devices. Specifies the Cisco CallManager group to provide redundancy and to assign to devices in this device pool. Specifies a unique dialable phone number for each phone. Region Configuration web page From the Cisco CallManager Administration page menu bar, select System > Region and then in the upper, right corner of the window, click the Add a New Region link. Region Configuration web page Device Pool Configuration web page From the Cisco CallManager Administration page menu bar, select System > Device Pool and then in the upper, right corner of the window, click the Add a New Device Pool link. Device Pool Configuration web page Phone Configuration web page From the Cisco CallManager Administration page menu bar, select Device > Phone and then in the upper, right corner of the window, click the Add a New Phone link. Next select your phone type and click Next. 57

64 How to Set the Agent IP Phone Configuration on the IP Phone Installing and Configuring the Cisco CallManager for Cisco IP IVR Task 7. Associate the phones with the appropriate device pool. Purpose Defines characteristics for devices, such as region, date/time group, failover behavior, and others. Configuration Location Phone Configuration web page How to Set the Agent IP Phone Configuration on the IP Phone You must set the configuration on each agent IP phone so that it can locate and connect to Cisco CallManager. See the Methods for Adding Phones section andtable 40-6 in the Cisco CallManager System Guide, Release 4.1(2) Cisco IP Phones ( ps556/products_administration_guide_chapter09186a00802e06b1.html#wp41046) for methods of configuring an IP phone and an IP phone configuration check list. See Cisco CallManager Technical Support & Documentation Web page ( tsd_products_support_series_home.html) for all the Cisco CallManager documentation. How to Check Your Phone Configuration in Cisco CallManager Step 1 Using a Web browser, open Cisco CallManager Administration. This URL is commonly: Server>P/CCMADMIN Note: You can also navigate to this screen from the Start menu on your desktop by selecting Start > Programs > Cisco CallManager > Cisco CallManager Administration. Step 2 Step 3 From the Device menu, select Phone. In the Find and List Phones page, make sure the last text box is blank and click Find. This will list all the IP phones connected to your system plus the CTI ports and Call Control groups automatically created in Cisco CallManager when you configured the CRS Application. About the Cisco CallManager Extension Mobility Feature Cisco CallManager provides an Extension Mobility feature that lets users access their Cisco IP phone configuration, including line appearances, services, and speed dials, from other Cisco IP phones. If you enable Extension Mobility, agents can share the same IP phone and retain their personal settings. In an IPCC Enterprise system, IP phones with Extension Mobility have the same behavior and features as regular IP phones. Procedures for enabling Extension Mobility are not described in this guide. For instructions, see the Cisco CallManager Features and Service Guide. 58

65 Installing and Configuring the Cisco CallManager for Cisco IP IVR About the Cisco CallManager Extension Mobility Feature Note: This Cisco CallManager feature is available to Cisco IP IVR but not to Cisco IP QM. 59

66 About the Cisco CallManager Extension Mobility Feature Installing and Configuring the Cisco CallManager for Cisco IP IVR 60

67 Chapter 6 Installing and Configuring Cisco IP IVR After you have configured Cisco CallManager, install and configure Cisco IP IVR. This section contains the following topics: Installing Cisco IP IVR, page 61 Configuring Cisco IP IVR, page 62 Cisco IP IVR Configuration Check List, page 62 Cisco IP IVR Application Configuration Check List, page 65 Installing Cisco IP IVR To install Cisco IP IVR, you must install Cisco CRS and select the Cisco IP IVR product package during the installation. The Cisco CRS installation procedure contains three steps: 1. Installation: Loads the Cisco CRS software onto your system. 2. Cluster Setup: Activates Cisco CRS license files, collects required CallManager LDAP information, and establishes a Cisco CRS administrator. This procedure is done once for each cluster. 3. Server Setup: Enables the specific Cisco CRS components that will run on a particular server. Also determines if a server will function as a standby server for high availability. This procedure is done for each Cisco CRS node in a cluster, including the one on which you perform the cluster setup. Once these installation and setup procedures are done, you will have access to the complete set of Cisco CRS Administration features that are licensed for your Cisco CRS product. For installation instructions, including the planning of your Cisco IP IVR installation, a pre-installation check list, and an installation and setup check list, see the Cisco Customer 61

68 Configuring Cisco IP IVR Installing and Configuring Cisco IP IVR Response Solutions Installation Guide at the Cisco IPCC Express and Cisco IP IVR web site ( Configuring Cisco IP IVR After you install and perform the initial set up of Cisco IP IVR, use the Cisco CRS Administration web interface to perform a variety of additional set up and configuration tasks. These tasks include: Configuring Cisco CRS to work with Cisco CallManager Configuring the required subsystems Configuring Cisco CRS for Cisco IP IVR You can access the Cisco CRS Administration web interface from a server on which Cisco CRS is installed or from a client system with access to your network. From a web browser on any computer in your network, enter the following URL: where servername is the host name or IP address of the CRS node. For detailed instructions about configuring Cisco CRS and Cisco IP IVR, see the Cisco Customer Response Applications Administration Guide at Documentation for Administrators and Application Developers ( apps_40/english/admn_app/index.htm). The procedure locations referenced in the table are found in the Release 4.0(1) of the administration guide. See "Cisco IPCC Express and Cisco IP IVR" web site ( td/doc/product/voice/sw_ap_to/index.htm) for the latest CRS documentation. Cisco IP IVR Configuration Check List Do the following tasks in the given order. Task Purpose and Notes Configuration Location Procedure Location 1. Configure the JTAPI subsystem on CRS. The Cisco CRS Engine uses the JTAPI subsystem to send and receive calls from the Cisco CallManager. Note: For the JTAPI Provider, enter the IP address(es) or hostname(s) of the CallManager machine. JTAPI Configuration web page From the CRS Administration web page menu bar, select Subsystems > JTAPI. Then select JTAPI provider in the option list on the left. "Configuring a JTAPI Provider" section in the Cisco Customer Response Solutions Administration Guide 62

69 Installing and Configuring Cisco IP IVR Cisco IP IVR Configuration Check List Task Purpose and Notes Configuration Location Procedure Location The User Prefix is the user prefix of the user to be created in CallManager with which the Route Points and CTI Ports in the system have to be associated. Make sure the users (<User prefix> +"_"+,nodeid) are NOT defined in the Cisco CallManager. On clicking Update, JTAPI users are created in the Cisco CallManager. Depending on how many CRS engines are enabled in the cluster, those many JTAPI users are created. 2. Provision a JTAPI Call Control Group. The CRS system uses JTAPI call control groups to pool together a series of CTI ports, which the system uses to serve calls as they arrive at the CRS server. Note: CRS automatically adds the needed CTI ports port assignments and the specified call control groups to the Cisco CallManager database when you click Update.. JTAPI Call Control Group Configuration web page From the CRS Administration web page menu bar, select Subsystems > JTAPI. Then select JTAPI Call Control Group in the option list on the left. "Provisioning JTAPI Call Control Groups" section in the Cisco Customer Response Solutions Administration Guide 3. Check to make sure the JTAPI information in Cisco CRS and Cisco CallManager is synchronized. If it is not synchronized, resynchronize it. To make sure the JTAPI configuration data entered in the Cisco CallManager through Cisco CRS is synchronized with the JTAPI configuration data in the Cisco CallManager for every server in both the Cisco CallManager cluster and the Cisco CRS cluster. Note: The check and Synchronize option generates a report describing the status of JTAPI information (JTAPI Users, Port Groups, and Triggers). The JTAPI Resynchronize dialog box From the CRS Administration web page menu bar, select Subsystems > JTAPI. Then select Resynchronize in the option list on the left. "Provisioning JTAPI Call Control Groups" section in the Cisco Customer Response Solutions Administration Guide 4. Provision the Cisco Media Termination Subsystem. Specifies the media you need for your system. Cisco Media Termination Dialog Group Configuration web page You can choose different types of media, from a simple type of media capable of From the CRS Administration supporting prompts and DTMF (Cisco web page menu bar, select Media Termination) to a more complex Subsystems > Cisco Media and rich type of media capable of and then in the upper, right supporting speech recognition. It is even corner of the window, click the possible to provision calls without media. "Provisioning the Cisco Media Subsystem" section in the Cisco Customer Response Solutions Administration Guide 63

70 Cisco IP IVR Configuration Check List Installing and Configuring Cisco IP IVR Task Purpose and Notes Configuration Location Procedure Location Furthermore, media resources are licensed and sold as IVR ports. You can provision more channels than you are licensed for; however, at run-time, licensing will be enforced to prevent calls from being accepted by the system, as this would violate your licensing agreements. Add a New CMT Dialog Control Group link.. 5. Provision and configure any other CRS subsystems that you will use. Expands the functionality of your Cisco IP IVR system. This task includes the following 3 tasks and depends on whether or not you have bought licenses for subsystems and have installed them when you installed CRS. "Provisioning ASR and TTS" section in the Cisco Customer Response Solutions Administration Guide 5.1 Provision an MRCP Automated Speech Recognition (ASR) subsystem. Allows users to navigate through a menu of options by speaking instead of pressing keys on a touch-tone telephone. Note: CRS supports several vendors from which you can buy this software. MRCP ASR Configuration web page In the CRS Administration web page, select Subsystems > MRCP ASR. 5.2 Provision an MRCP Text-to-Speech (TTS) subsystem. Converts text (UNICODE) into spoken words in order to provide a user with information or prompt a user to respond to an action. Note: CRS supports several vendors from which you can buy this software. MRCP TTS Configuration web page In the CRS Administration web page, select Subsystems > MRCP TTS. 5.3 Provision the HTTP subsystem. Enables Cisco IP IVR applications to respond to requests from a variety of web clients, including computers and IP phones. Note: If you are not using HTTP applications, you do not need to provision the HTTP subsystem. HTTP Trigger Configuration web page From the CRS Administration menu bar, choose Subsystems > HTTP, and click the Add a New HTTP Trigger link. "Provisioning the HTTP Subsystem" section in the Cisco Customer Response Solutions Administration Guide 5.4 Provision the database subsystem. Enables CRS applications to interact with The ODBC Data Source database servers in order to make database Administrator window and the information accessible to contacts. Enterprise Database Subsystem Configuration web page For example, if you want customers to be able to dial in to automatically get account This involves two procedures: information, you would need this subsystem. On the script server, select Start > Programs > "Provisioning the Database Subsystem" section in the Cisco Customer Response Solutions Administration Guide 64

71 Installing and Configuring Cisco IP IVR Cisco IP IVR Application Configuration Check List Task Purpose and Notes Configuration Location Procedure Location Note: If you are not using CRS applications that require access to databases, you do not need to provision the Database subsystem. Administrative Tools > Data Sources (ODBC). From the CRS Administration menu bar, select Subsystems > Database. 5.5 Provision the subsystem. Communicates with your server and enables your Cisco IP IVR applications to create and send . Note: If you are not using applications, you do not need to provision the subsystem. From the CRS Administration menu bar, select Subsystems > . Provisioning the Subsystem" section in the Cisco Customer Response Solutions Administration Guide 6. Start the Application Engine The Application Engine is the execution vehicle for Cisco IP IVR/Cisco IP QM flows or scripts. Note: The application engine runs when you install CRS. However, you need to restart the engine after you configure your subsystems. CRS Control Center web page From CRS Administration menu bar, select System > Control Center. "Starting, Stopping, and Restarting Cisco CRS Services" section in the Cisco Customer Response Solutions Administration Guide 7. Install and configure the applications that you will use with Cisco CRS (as needed). Enable the Cisco IP IVR applications you want. This task is subdivided into 5 tasks summarized in the CRS Application Configuration Check List. See CRS Application Configuration Check List (page 65) Cisco IP IVR Application Configuration Check List Cisco IP IVR applications require Cisco IP IVR scripts. For instructions on creating and editing scripts see the Cisco Customer Response Solutions Script Developer Series documentation at the Cisco IPCC Express and Cisco IP IVR web site ( doc/product/voice/sw_ap_to/index.htm) To configure your applications for Cisco IP IVR, do the following tasks in the given order. 65

72 Cisco IP IVR Application Configuration Check List Installing and Configuring Cisco IP IVR Task Purpose and Notes Configuration Location Procedure Location 1. If needed, edit the script the application you will use and edit or create any prompts the script will need. To customize the script for your needs. Note: By double clicking on an uploaded script listed in the CRS Script Management page, you can open the script with the Cisco CRS Editor. CRS Script Editor and CRS Administration web pages Cisco Customer Response Solutions Script Developer Series documentation "Managing Scripts, Prompts, Grammars, and Documents" section in the Cisco Customer Response Solutions Administration Guide For how to customize the AutoAttendant script, see Customizing Cisco CallManager AutoAttendant Upload the script and upload any prompts needed for the script. To put the needed scripts and prompts in the CRS repository so that they are available for use in a CRS application. CRS Script Management web page From the CRS Administration menu bar, selectapplications> Script Management. Then in the Script Management page, click Upload New Scripts. "Uploading a Script" section in the Cisco Customer Response Solutions Administration Guide 3. 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. An example application that comes with Cisco IP IVR is the AutoAttendant The script for the AutoAttendant is aa.aef. CRS Application Configuration web page From the CRS Administration web page menu bar, select Applications > Application Management and then in the upper, right corner of the window, click the Add New Application link link. Next, Under Application Type, select Cisco Script Application and click Next. "Configure a Cisco Script Application" section in the Cisco Customer Response Solutions Administration Guide 3.1. Give the application a name and assign the script to the application. To make the application available for use. CRS Cisco Script Application web page "Configure a Cisco Script Application" section in the Cisco Customer Response Solutions Administration Guide 66) 66

73 Installing and Configuring Cisco IP IVR Cisco IP IVR Application Configuration Check List Task 3.2. Customize the application parameters. Purpose and Notes On the Application page, if there are variables, you can customize the application by the definitions (values) you give the variables. If you are using a Cisco supplied script, you might want to customize the application prompts. For example, you can record and upload your own prompts. Configuration Location CRS Cisco Script Application web page Procedure Location "Configure a Cisco Script Application" section in the Cisco Customer Response Solutions Administration Guide 4. Add the Application Trigger. Enable the application to respond to JTAPI calls and/or HTTP requests. CRS Add Application Triggers web page From the script configuration Note: When you configure JTAPI page of the application for triggers, you need to specify the which you want to add a CTI Route Point attributes used by trigger, click the Add New the trigger. For example, device Trigger link. pool, location, and voice mail profile. "Add Application Triggers" section in the Cisco Customer Response Solutions Administration Guide 5. Test the application. Make sure it works. Note: Before the IP IVR system can receive calls, the CRS engine must be running. From one of your phones, phone the number specified by the trigger. Or if you have an HTTP trigger, from your computer, the specified Web address. Your application specific documentation. 67

74 Cisco IP IVR Application Configuration Check List Installing and Configuring Cisco IP IVR 68

75 Chapter 7 How to Deploy the Sample Script, aa.aef Since the Cisco AutoAttendant is an application and a script that comes by default in Cisco IP IVR, making sure that it works is a good way to test your system. For instructions on creating or modifying an IP IVR script, see Creating a Basic IVR Script ( products_programming_reference_guide_chapter09186a00800c49d6.html#wp ) This section contains the following topics: Cisco AutoAttendant Overview, page 69 Configuring the Cisco AutoAttendant Application (aa.aef), page 70 Testing your System and the Cisco AutoAttendant Application, page 70 Cisco AutoAttendant Overview The Cisco AutoAttendant works with Cisco CallManager to receive calls on specific telephone extensions. The software interacts with the caller and allows the caller to search for and select the extension of the party (in your organization) that the caller is trying to reach. The Cisco AutoAttendant does the following: Answers a call. Plays a user-configurable welcome prompt. Plays a main menu prompt that asks the caller to perform one of three actions: Press 0 for the operator. Press 1 to enter an extension number. Press 2 to spell by name. If the caller chooses to spell by name (option 2), the system compares the letters that are entered with the names that are configured to the available extensions. 69

76 Configuring the Cisco AutoAttendant Application (aa.aef) How to Deploy the Sample Script, aa.aef If a match exists, the system announces a transfer to the matched user and waits for up to 2 seconds for the caller to press any DTMF key to stop the transfer. If the caller does not stop the transfer, the system performs an explicit confirmation: it prompts the user for confirmation of the name and transfers the call to that userãƒâ à ⠚â à â  s primary extension. If more than one match occurs, the system prompts the caller to choose the correct extension. If too many matches occur, the system prompts the caller to enter more characters. When the caller has specified the destination, the system transfers the call. If the line is busy or not in service, the system informs the caller accordingly and replays the main menu prompt. Configuring the Cisco AutoAttendant Application (aa.aef) Follow the instructions for configuring an Cisco IP IVR application incisco IP IVR Application Configuration Check List (page 65), and for the application, choose the Cisco AutoAttendant. Configure both a telephone number that can be dialed and a name that can be dialed. For further information on how to configure and how to customize the Cisco AutoAttendant, see Configuring Cisco CallManager AutoAttendant ( sw/voicesw/ps556/products_administration_guide_chapter09186a00802e2388.html#wp ) Example configuration data: AutoAttendant Number: 5000 Telephones: 7001 and 7002 Agent: tjones (Tom Jones) Tom Jones phone: 7002 Testing your System and the Cisco AutoAttendant Application Verify that your system and the Cisco AutoAttendant application work. Step 1 Select one of the phone numbers you've configured in Cisco CallManager and dial that phone number to see if you get the correct phone. If you get the correct phone, the Cisco CallManager is working. Step 2 On one of your IP phones, phone the AutoAttendant number you've created (for example: 5000). 70

77 How to Deploy the Sample Script, aa.aef Testing your System and the Cisco AutoAttendant Application You should get the welcome prompt. If you do, then the AutoAttendant is working. Step 3 If you've associated a person with a phone (in the example case, Tom Jones), dial the AutoAttendant number and then at the prompt, type in the person's name (in our example, tjones). The phone (for example, 7002) you associated with the name (for example, Tom Jones) should ring. 71

78 Testing your System and the Cisco AutoAttendant Application How to Deploy the Sample Script, aa.aef 72

79 Part 3: Installing and Configuring Cisco IP IVR or Cisco IP QM with IPCC Enterprise This section describes how to install and configure Cisco IP IVR or Cisco IP QM in an IPCC Enterprise environment. Whether you are configuring Cisco IP IVR or Cisco IP QM for IPCC Enterprise, 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, Cisco IP IVR takes precedence. Install and configure the IPCC Enterprise system components in the following order: 1. Cisco CallManager Note: Use the same installation and configuration procedure for installing and configuring Cisco CallManager in an IPCC Enterprise Environment as you would for installing and configuring Cisco CallManager outside of an IPCC Enterprise environment. See Installing and Configuring the Cisco CallManager for Cisco IP IVR (page 55) for instructions. 2. Cisco IP IVR or Cisco IP QM 3. ICM Software 4. CTI Object Server 5. CAD Desktop Software or CTI Desktop Software Release 4.0(1) 73

80 Release 4.0(1) 74

81 Chapter 8 Installing and Configuring Cisco IP IVR or Cisco IP QM for IPCC Enterprise This section describes how to install and configure Cisco IP IVR or Cisco IP QM for an IPCC Enterprise system. This section contains the following topics: About Cisco IP IVR and Cisco IP QM in an IPCC Enterprise System, page 75 How to Install Cisco IP IVR or Cisco IP QM for IPCC Enterprise, page 76 Check List for Configuring Cisco IP IVR or Cisco IP QM in an IPCC Enterprise System, page 76 Important Cisco IP IVR and Cisco IP QM Dependency Check List, page 77 About Cisco IP IVR and Cisco IP QM in an IPCC Enterprise System Cisco IP QM and Cisco IP IVR are mutually exclusive. This means that only one of them can be installed at any point in time on a CRS server. If both are installed, then priority is given to Cisco IP IVR. In an IPCC Enterprise system, you can use Cisco IP IVR (but not Cisco IP QM) to extract and parse Web-based content and present the data to customers using a telephony or HTTP interface. Cisco IP IVR and Cisco IP QM communicate with ICM software by way of the Service Control Interface (SCI) protocol. For Integrating the Cisco IP IVR in the Cisco IPCC System ( partner/products/sw/custcosw/ps3651/ products_installation_and_configuration_guide09186a00800f8117.html) 75

82 How to Install Cisco IP IVR or Cisco IP QM for IPCC Enterprise Installing and Configuring Cisco IP IVR or Cisco IP QM for IPCC Enterprise How to Install Cisco IP IVR or Cisco IP QM for IPCC Enterprise The procedure for installing Cisco IP IVR or Cisco IP QM for an IPCC Enterprise system is the same as that for installing Cisco IP IVR outside of an IPCC Enterprise system except that when you install Cisco IP IVR as a part of an IPCC Enterprise system, you need to select the ICM subsystem during the Cisco IP IVR installation procedure. The ICM subsystem includes default ICM scripts. Install Cisco IP IVR as described in Installing Cisco IP IVR (page 61)but in addition, select the ICM subsystem during the installation. Check List for Configuring Cisco IP IVR or Cisco IP QM in an IPCC Enterprise System After installation, in addition to the configuration tasks described in Cisco IP IVR Configuration Check List (page 62), complete the tasks described in the following table to configure Cisco IP IVR for use in an IPCC Enterprise Environment. These tasks should be performed in the order listed. Task 1. Configure the ICM subsystem. Purpose and Notes Allows the Cisco IP IVR/Cisco IP QM system to interact with ICM software. ICM software provides a central control system that directs calls to various human and automated systems. You must enable the Service Control Interface to use the ICM subsystem. The VRU Connection Port is the same number configured in the VRU Peripheral Interface Manager (PIM) on the Cisco ICM system. This is the TCP/IP socket number to use for receiving messages from the Cisco ICM system. Configuration Location CRS ICM Configuration web page In the CRS Administration web page, select Subsystems > ICM. Procedure Location "Provisioning the ICM Subsystem" section in the Cisco Customer Response Solutions Administration Guide, Release 4.0(1) 2. Create and upload VRU scripts. IPCC Enterprise uses ICM Voice Response Unit (VRU) scripts to handle interactions with contacts. These scripts are loaded as applications on the CRS Engine. The VRU Script Name must be the exact name of the VRU Script from the Property window of the Run VRU Script call. The Application Name is the filename of the script in the CRS repository to run for this VRU Script Name. For example, BasicQ.aef. CRS ICM Configuration web page In CRS Administration, select Subsystems > ICM. "Configuring ICM VRU Scripts" section in the Cisco Customer Response Solutions Administration Guide, Release 4.0(1) For creating VRU scripts, see the Cisco ICM/IP Contact Center Enterprise Edition Scripting and Media Routing Guide 76

83 Installing and Configuring Cisco IP IVR or Cisco IP QM for IPCC Enterprise Important Cisco IP IVR and Cisco IP QM Dependency Check List Task Purpose and Notes Configuration Location Procedure Location Note: The VRU script name and the file name must be the same. 3. Configure Cisco IP IVR for ICM Translation Routing. In translation routing, Cisco ICM software receives the call, instead of the Cisco IP IVR system, but then ICM software routes the call to the Cisco IP IVR or Cisco QM for queuing. You must configure Cisco ICM translation-routing applications when the Cisco IP IVR is used as a queue point in an Cisco IPCC 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. CRS Cisco ICM Translation Routing web page In CRS Administration, select Applications > Application Management. Then click Add a New Application, select Cisco ICM Translation Routing and click Next "Configure a Cisco ICM Translation-Routing Application" section in the Cisco Customer Response Solutions Administration Guide, Release 4.0(1) 4. Configure Cisco IP IVR for ICM Post Routing. In an ICM post routing situation, the Cisco CallManger receives the call and controls it. In this case, the Cisco CallManager queues the call in the IP IVR until an agent becomes available. If the agent is configured in the ICM software, CRS gets the routing information for the call from ICM, and post routes it to the ICM agent when that agent becomes available. CRS Cisco ICM Post-Routing web page In CRS Administration, select Applications > Application Management. Then click Add a New Application, select Cisco ICM Post Routing and click Next "Configure a Cisco ICM Post-Routing Application" section in the Cisco Customer Response Solutions Administration Guide, Release 4.0(1) This situation happens when any phone numbers that are configured in the Cisco CallManager as triggers are dialed. Important Cisco IP IVR and Cisco IP QM Dependency Check List Before you install ICM, list the values for all the following Cisco IP IVR configurations. You will need these for your ICM configuration. CRS route points, group IDs, connection ports, and IVR script names must be the same as the corresponding ICM route points, trunk group numbers, connection ports, ICM VRU script, and enterprise ECC variable names. Cisco IP IVR Configuration CRS Route Points Cisco ICM Configuration ICM Translation Routing Route Points 77

84 Important Cisco IP IVR and Cisco IP QM Dependency Check List Installing and Configuring Cisco IP IVR or Cisco IP QM for IPCC Enterprise Cisco IP IVR Configuration CTI Port Group IDs VRU connection port CRS scripts CRS enterprise ECC (Extended Call Context) variables Cisco ICM Configuration ICM peripheral trunk group numbers VRU connection port in the ICM system ICM VRU Scripts ICM enterprise ECC variables 78

85 Chapter 9 Installing and Configuring Cisco ICM for IPCC Enterprise This section briefly describes Cisco ICM software, what needs to be installed and configured before you install and configure ICM software, and an ICM configuration that needs to be done for IP IVR applications to work in an IPCC Enterprise system. Note: Although you can install Cisco ICM software before you install Cisco CallManager and Cisco CRS (IP IVR or IP QM) software, this guide places ICM installation and configuration last. If by chance you have installed ICM software in your contact center first, you should be aware of all the configuration dependencies described in this guide when you configure each product. For instructions on installing and configuring ICM for use in an IPCC Enterprise Environment, see the Cisco IP Contact Center Enterprise Edition Release 6.0(0) Installation and Configuration Guide ( ipccent6/ipce60ic.pdf). This section contains the following topics: About Cisco ICM (Intelligent Contact Management) Software, page 79 Cisco ICM Dependencies in an IPCC Enterprise System, page 80 Configuring the Cisco ICM System for the Cisco IP IVR System, page 81 A Cisco ICM IP IVR Application Configuration Dependency, page 81 Cisco ICM Documentation, page 82 About Cisco ICM (Intelligent Contact Management) Software As part of IPCC Enterprise, Cisco ICM software provides ACD functionality including monitoring and control of agent states, routing and queuing of contacts, CTI capabilities, real-time data for agents and supervisors, and gathering real-time and historical data for reporting in the IPCC Enterprise system. The basic ICM software includes the following components CallRouter, Logger, Peripheral Gateway with a Cisco CallManager PIM and an Cisco IP IVR/QM PIM, CTI Server, and Admin Workstation. 79

86 Cisco ICM Dependencies in an IPCC Enterprise System Installing and Configuring Cisco ICM for IPCC Enterprise Cisco ICM Dependencies in an IPCC Enterprise System Before installing and configuring ICM for use with Cisco IP IVR or Cisco IP QM in an IPCC Enterprise system, you must do the following. ICM Installation Prerequisite 1. Install Cisco CallManager Installation/Configuration Notes On the Cisco CallManager, you must have: Created a Cisco CallManager PG user and associated the user with CTI Route Point(s) and CTI Port(s). Enabled CTI for the Cisco CallManager PG user. 2. Install Cisco IP IVR or Cisco IP QM if your IPCC Enterprise system will use Cisco IP IVR or Cisco IP QM. On the Cisco IP IVR/ Cisco IP QM system, you must have: Configured one CTI Route Point for each post route number and/or one for each translation route DNIS. Configured the VRU Port Group. Configured the ICM subsystem. Predefined in the CRS Editor any enterprise ECC variables and uploaded VRU scripts. Specified the VRU Connection Port. Configured translation routing on the Cisco IP IVR or Cisco IP QM. 80

87 Installing and Configuring Cisco ICM for IPCC Enterprise Configuring the Cisco ICM System for the Cisco IP IVR System Configuring the Cisco ICM System for the Cisco IP IVR System To enable the Cisco ICM to communicate with the Cisco IP IVR system, you must: Add an ICM VRU PIM to an ICM VRU Peripheral Gateway. Add a Type 2 Network VRU in ICM Configuration Manager. This is applied in the Advanced Tab of the ICM VRU PIM configuration. Define the necessary ICM Labels. Create separate ICM call types for IP IVR applications and queuing applications (not essential, but a good practice). Define ICM Expanded Call Variables. Configure Announcements. Define ICM VRU Scripts. Configure an ICM Service for Translation Routing. Configure an ICM Service for Post Routing. For complete instructions on configuring ICM for use in an IPCC Enterprise Environment, see the Cisco IP Contact Center Enterprise Edition Release 6.0(0) Installation and Configuration Guide ( ipccent6/ipce60ic.pdf). A Cisco ICM 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 the IP IVR. You must ensure the IP IVR PG is configured correctly to ensure that such a call is considered answered at the IP IVR service rather than abandoned. Step 1 Step 2 Step 3 Step 4 Step 5 In the ICM Configuration Manager, select Tools > Explorer Tools > PG Explorer. Click Retrieve. Select the IP IVR peripheral. In Configuration Parameter, insert /ASSUME_ANSWERED. Click Save. 81

88 Cisco ICM Documentation Installing and Configuring Cisco ICM for IPCC Enterprise Cisco ICM Documentation Planning and step-by-step installation instructions for ICM are included in the documentation located at Planning, Upgrade, and Installation Guides ( td/doc/product/icm/icmentpr/icm60doc/coreicm6/plng60/index.htm) and at Cisco IP Contact Center Enterprise Edition Installation and Configuration Guide ( univercd/cc/td/doc/product/icm/icmentpr/icm60doc/coreicm6/plng60/index.htm). When installing ICM for use in an IPCC Enterprise system: On the Reporting Bundles screen of the Admin Workstation installation, you can select to enable Enhanced Reporting and, if enabled, which bundles to install. These reporting bundles are only available if you are deploying an IPCC Enterprise System and provide enhanced report templates. When installing the AW and Logger, if you will be deploying the Outbound Option feature, enable Outbound Option. as described in the "How to Enable ICM Outbound Option During ICM Installation" section in the Cisco IP Contact Center Enterprise Edition Installation and Configuration Guide. The following table lists the configuration dependencies between Cisco IP IVR or in Cisco IP QM and ICM in an IPCC Enterprise deployment. See Also ICM Configuration Guide for Cisco ICM Enterprise Edition ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Reporting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Cisco ICM/IP Contact Center Enterprise Edition Outbound Option Setup and Configuration Guide Cisco ICM/IP Contact Center Enterprise Edition Outbound Option User Guide 82

89 Chapter 10 Installing and Configuring Agent and Supervisor Desktops for IPCC Enterprise You can deploy either Cisco CTI OS or Cisco Agent Desktop/Cisco IPCC Supervisor Desktop in the IPCC Enterprise system to provide agent and supervisor desktops. This section contains the following topics: About Agent and Supervisor Desktops for IPCC Enterprise, page 83 Agent and Supervisor Desktop Installation Prerequisites, page 84 About Agent and Supervisor Desktop Installation Tasks, page 84 Agent and Supervisor Desktop Documentation for IPCC Enterprise, page 84 About Agent and Supervisor Desktops for IPCC Enterprise Cisco Computer Telephony Integration (CTI) and Cisco Agent/Supervisor Desktop (CAD) are server-based CTI solutions that provide desktops used by contact center agents and supervisors. You can deploy one or the other in your IPCC system: CTI includes the CTI OS Server, CTI OS Agent Desktop, IPCC Supervisor Desktop, CTI OS Toolkit, and Client Interface Library (CIL). Cisco Agent/Supervisor Desktop includes the Desktop Administrator, Agent Desktop, and Supervisor Desktop. Both desktop packages are supported by the CTI OS software. CTI OS provides an object-oriented software development toolkit for development and deployment of CTI applications. CTI OS is installed on the ICM CTI server. The CTI server is an ICM component that allows ICM to deliver agent, call, and customer data in real-time to a server and/or workstation application as events occur throughout the life of a call. The CTI Server is a software process that runs either on a Peripheral Gateway (PG) or on a CTI Gateway (CG) machine. It is the CTI gateway into ICM software s data and services. 83

90 Agent and Supervisor Desktop Installation Prerequisites Installing and Configuring Agent and Supervisor Desktops for IPCC Enterprise Agent and Supervisor Desktop Installation Prerequisites The following table lists the installation/configuration tasks required to install agent and supervisor desktops in an IPCC Enterprise deployment. These tasks should be performed in the order listed. Instructions for each are included later in this section. Note: The number of licenses required is that for the largest number of concurrent users. Desktop Installation Prerequisites: 1. Install and configure Cisco CallManager. 2. Install and configure Cisco IP IVR. 3. Install and configure ICM. 4. Install CTI Object Server. About Agent and Supervisor Desktop Installation Tasks The following table lists the tasks required to install CTI OS Server and Agent/Supervisor desktops in an IPCC Enterprise deployment. These tasks should be performed in the order listed. See the referenced documentation for installation instructions. Desktop Installation Tasks: 1. Install and configure CTI OS Server. 2. Install CTI OS Agent and Supervisor desktops, OR install CAD Agent and Supervisor Desktops. 3. Start CTI OS Services. Agent and Supervisor Desktop Documentation for IPCC Enterprise For instructions on installing and configuring Cisco CTI OS software, see Cisco CTI Documentation ( icm6cti/index.htm.) For instructions on installing and configuring the CAD Desktop software, see the CAD (Cisco Agent Desktop) Installation Guide at Documentation for Administrators and Application Developers ( admn_app/index.htm). 84

91 Installing and Configuring Agent and Supervisor Desktops for IPCC Enterprise Agent and Supervisor Desktop Documentation for IPCC Enterprise See Also CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions CTI OS Agent Desktop User Guide for Cisco ICM/IPCC Enterprise & Hosted Editions CTI OS Supervisor Desktop User Guide for Cisco IPCC Enterprise Edition Cisco Desktop Product Suite Installation Guide Cisco Desktop Product Suite Administrator User's Guide Cisco Agent Desktop User's Guide Cisco Supervisor Desktop User's Guide 85

92 Agent and Supervisor Desktop Documentation for IPCC Enterprise Installing and Configuring Agent and Supervisor Desktops for IPCC Enterprise 86

93 Chapter 11 Deploying the BasicQ.aef Script This section describes: How CRS Scripts Work in an IPCC Enterprise System How the BasicQ.aef Script Works Required BasicQ.aef Configuration Tasks Testing Your Deployment Note: If you have installed Cisco IP IVR, you can also test your IPCC Enterprise system with the Cisco AutoAttendant (aa.aef). See How to Deploy the Sample Script, aa.aef (page 69). The BasicQ.aef script works with both Cisco IP IVR and Cisco IP QM. This section contains the following topics: How CRS Scripts Work in an IPCC Enterprise System, page 87 How the BasicQ.aef Script Works, page 88 Required BasicQ.aef Configuration Tasks, page 89 Testing Your Deployment, page 90 How CRS Scripts Work in an IPCC Enterprise System In a Cisco IPCC Enterprise system, the Cisco CRS system uses the ICM subsystem to communicate with Cisco ICM, which manages call distribution across sites and call-processing environments. The Cisco CRS system is a queue and call-control point within the Enterprise system that the Cisco ICM system manages. The Cisco ICM system manages the queuing and call control. Cisco User to User (UU) scripts, which the BasicQ.aef script is, do not handle complete calls, but provides different call-handling instructions to be executed sequentially by the Cisco CRS server. For example, VRU scripts may play a prompt or acquire dual tone multi-frequency (DTMF) values. 87

94 How the BasicQ.aef Script Works Deploying the BasicQ.aef Script The following example ICM VRU script shows the ICM script running two different CRS scripts, CollectDigits and BasicQ that provide two different call-handling steps in the ICM VRU script. Figure 7: Example ICM VRU Script ICM VRU scripts run when the Cisco ICM 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 Cisco ICM 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. For related Cisco Customer Response Solutions documentation, see Documentation for Administrators and Application Developers ( product/voice/sw_ap_to/apps_40/english/admn_app/index.htm) For related IPCC Enterprise documentation, see IPCC Enterprise Edition Documentation ( See Also Cisco CRS Scripting Series: Volume 1, Getting Started Developing Scripts Cisco CRS Scripting Series: Volume 2, Editor Step Reference Cisco CRS Scripting Series: Volume 3, Expression Language Reference Cisco Customer Response Solutions Administration Guide Cisco IP Contact Center Enterprise Edition Release 6.0(0) Installation and Configuration Guide How the BasicQ.aef Script Works The Cisco CRS BasicQ script, BasicQ.aef, is a default CRS script for an IPCC Enterprise environment that Cisco provides for the queue treatment part of an enterprise call flow. The script plays several prompts, (and puts the call on hold), looping through the prompts until an 88

95 Deploying the BasicQ.aef Script Required BasicQ.aef Configuration Tasks agent phone becomes free and the Cisco ICM system can route the call to the agent. This script has no variables defined. The Cisco CRS system accepts the call with the Accept step. Next, it plays the ICMStayOnline.wav file using the Play Prompt step, then puts the call on hold for 30 seconds using the Call Hold and Delay steps. The script uses the Call UnHold step to take the call off hold, plays the ICMWait4NextAvail.awv file, 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 ICM system to an available agent or the call is released. The following example ICM VRU script shows how that script calls the CRS BasicQ.aef script as a function in the ICM script. Figure 8: Example ICM BasicQ VRU Script Required BasicQ.aef Configuration Tasks For instructions on configuring Cisco IP IVR or Cisco IP QM, see the Cisco Customer Response Solutions Administration Guide at Documentation for Administrators and Application Developers ( admn_app/index.htm). 89

96 Testing Your Deployment Deploying the BasicQ.aef Script For instructions on installing and configuring ICM for use in an IPCC Enterprise Environment, see the Cisco IP Contact Center Enterprise Edition Release 6.0(0) Installation and Configuration Guide ( ipccent6/ipce60ic.pdf). To configure the BasicQ.aef script, do the following. Task 1. Configure a port group and a trigger for ICM translation routing. 2. Upload the CRS BasicQ script. 3. Create the CRS application, BasicQ. 4. Add the BasicQ ICM VRU script. Configuration Location Go to the CRS Administration JTAPI Call Control Group Configuration web page by selecting Subsystems > JTAPI. Go to the CRS Administration Script Management web page by selecting Application > Script Management and then click Upload new Scripts. Go to the CRS Administration Application Configuration web page by selecting Applications > Application Management and then click Add a New Application. Go to the CRS Administration ICM Configuration web page by selecting Subsystems > ICM. Then click ICM VRU Scripts and next click Add a new VRU Script. Select the BasicQ.aef script and enter BasicQ for the name. 5. Configure the BasicQ VRU script in the Cisco ICM system. Go to the Network VRU Script List dialog box by selecting from the ICM Configuration Manager Tools > List Tools> Network VRU Script List. Click Retrieve and then Add. Note: Make sure that the VRU Script Name you enter in the Cisco ICM system matches the VRU Script Name configured on the Cisco IP IVR system and the Enterprise Name matches the name of the script called in the Run VRU Script call in the ICM Script Editor. Testing Your Deployment Select the target number for your Cisco IP IVR or Cisco IP QM system and two phone numbers and an agent number in your system. The following is example configuration data: Dial Number (DN): 3000 Telephones: 9501 and 9502 Agent Number: 24 90

97 Deploying the BasicQ.aef Script Testing Your Deployment Using your own data or the preceding example data, verify the following sequence of events for your system: 1. A caller dials 3000 from phone The caller listens to IP IVR play BasicQ music. BasicQ is the name of the VRU script. 3. Agent 24 logs in to phone 9502 using Cisco Agent Desktop. 4. The state for Agents 24 changes to the ready state. 5. The IP IVR music stops. 6. Agent 24 gets a screen pop on the Agent Desktop along with a phone ring. 7. The caller can then hang up or the Agent can drop the call through Cisco Agent Desktop software. 91

98 Testing Your Deployment Deploying the BasicQ.aef Script 92

99 Glossary Glossary ACD Automatic Call Distribution. A feature that automatically routes incoming calls to the next available or longest idle agent or attendant in a line hunt group. Active server The CRS server that is normally up and running. The active server provides all CRS system services and resources. This server is synchronized with all the other servers in the CRS cluster when administrative changes are made. Alarm Signals that declare the run-time status and state of the Cisco CRS system and provide information for troubleshooting. Alarms can be forwarded to a Syslog server, to an SNMP trap subagent, or to a Windows Event Log. Alarm catalog A file that contains alarms definitions. Alarm definition A list of alarms and their properties. The definition for each alarm includes the alarm name, a description, an explanation, recommended actions, and related information. Alarm message An alarm name followed by the reason for the alarm or the module name. Alarm service A Windows service that receives alarms from the Cisco CRS Engine and its subsystems. Application In general, an application is a program that helps you accomplish a specific task; for example, a word processing program, a spreadsheet program, or an FTP client. Applications should be distinguished from system programs, which control the computer and run applications, and Glossary 93