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This section describes how to install and configure Unified IP IVR for a Unified CCE system.
This section contains the following:
In a Unified CCE system, you can use Unified IP IVR to extract and parse web-based content and present the data to customers using a telephony or an HTTP interface.
Unified IP IVR communicates with Unified ICME software by way of the Service Control Interface (SCI) protocol.
The procedure for installing Unified IP IVR for an Unified CCE system is the same as that for installing Unified IP IVR outside of an Unified CCE system.
After installation, in addition to the configuration tasks described in Unified IP IVR Configuration Checklist, complete the tasks described in the following table to configure Unified IP IVR for use in a Unified CCE environment. These tasks should be performed in the order listed.
Before you install Unified ICME, list the values for all the Unified IP IVR configurations listed in the following table. You will need these for your Unified ICME configuration.
Unified CCX route points, group IDs, connection ports, and IVR script names must be the same as the corresponding Unified ICME route points, trunk group numbers, connection ports, ICM VRU script, and enterprise ECC variable names.
The following table lists the configuration dependencies between Unified IP IVR and Unified ICME in a Unified CCE deployment. The items in the left column must be the same as the corresponding items in the right column.
Unified IP IVR Configuration |
Unified ICME Configuration |
---|---|
Unified CCX Route Points (DNIS and label for the translation route in the Unified ICME Configuration that maps the route point in Unified CCX) |
ICM Translation Routing Route Points (DNIS and label) |
CTI Port Group IDs |
ICM peripheral trunk group numbers |
VRU connection port |
VRU connection port in the Unified ICME system |
Unified CCX script names |
ICM VRU Script names |
Unified CCX enterprise ECC (Extended Call Context) variable names |
ICM enterprise ECC variable names |