Chapter 5 Provisioning Additional Subsystems
Provisioning the Unified ICME Subsystem
5-6
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Note You can also define your own expanded call variables with the Configure
Unified ICME tool in the Unified ICME system. The CRS Engine
registers the user-defined expanded call variables with Unified ICME
after it loads the VRU scripts that use these variables. The variables
remain registered until the Unified ICME session is reopened (either by
request from the VRU peripheral gateway or when the CRS Engine is
restarted). The variables remain registered even if you delete the script
that uses them.
Tip Every Call Variable and Expanded Call Variable must be defined on both
sides of the system that receive and send variable data in scripts. In an
Unified CCX system, these variables must be defined both in Unified
CCX and in Cisco Desktop Administrator (CDA). In an Unified CCX
system integrated with Unified ICME through the Unified Gateway, these
variable must be defined in Unified CCX, in CDA, and also in Unified
ICME.
Configuring Unified ICME VRU Scripts
Unified ICME uses VRU scripts to handle interactions with contacts. These
scripts are loaded as applications on the CRS Engine.
To configure Unified ICME VRU Scripts, complete the following steps.
Procedure
Step 1 From the CRS Administration menu bar, choose Subsystems > ICM.
The Unified ICME Configuration web page opens, displaying the General area.
Step 2 On the Unified ICME Configuration navigation bar, click the Unified ICME
VRU Scripts hyperlink.
The Unified ICME VRU Scripts summary web page opens.
Step 3 Click the Add a New VRU Script hyperlink.
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