Configuring ICM

Use Cisco Communication Manager (CM) to configure your Cisco environment for On-Premise Callback software with IVG Cisco UCCE.

1. Create the Network VRU that specifies the type of VRU to use for IVG.
   1. Navigate to Explorer Tools > Network VRU Explorer.
      • Name - Enter ServerName
      • Type - Enter type 8
2. Create VRU Peripheral Gateway under a new VRU Peripheral Gateway.
   1. Navigate to Explorer Tools > PG Explorer and click Add peripheral. On the Peripheraltab, add the following:
      • Name - Enter IVRPIM_IVRServerName
      • Peripheral ID - generated by Cisco
      • Client Type - Enter VRU
      • Call Control Variable Map - Enter /Assume_Answered
      • Enable Post Routing - Enable the checkbox
   2. On the Advancedtab, add the following:
      • Network VRU - Enable the checkbox
   3. On the Routing Clienttab, add the following:
      • Name - Enter IVRPIM_IVGServerName
3. Create the Network VRU script list.
   1. Navigate to Tools > List Tools > Network VRU Script List.
      • Add Script Name - Enter IVGServerName_IVG_IB
      • Network VRU - Select the Network VRU created in Step 1.
      • VRU Script Name - Enter GS,IVG,V
      • Timeout - Enter 180
      • Interruptible - Enable the checkbox.
4. (Optional) Create the Network VRU script list for Agent Priority.
   1. Navigate to Tools > List Tools > Network VRU Script List.
      • Add Script Name - Enter IVGServerName_IVG_AP
      • Network VRU - Select the Network VRU created in Step 1.
      • VRU Script Name - Enter GS,CiscoAP,V
      • Timeout - Enter 180
      • Interruptible - Enable the checkbox.
5. Create Network Trunk Group.
   1. Navigate to Tools > Explorer Tools > Network Trunk Group Explorer and click Add Trunk. In the Network trunk group section, enter the following:
      • Name - VTrunks_IVGServerName
   2. In the Trunk Group section, enter the following:
      • Peripheral - Select the peripheral created in Step 2.
      • Peripheral number - Number unique to the trunk group.
      • Peripheral name - Enter Trunks
      • Extension - Enter 1001
      • Trunk count - Select Use Trunk Data.
   3. In the Trunksection, enter the following:
      • Trunk number - Enter a number between 1001-1040
      • Trunk type - Select Tie Line
6. Create Call Type List for inbound and outbound for each IVG instance.
   1. Navigate to Tools > List Tools and click Add.
      • Name - Enter Dialed number_IVGServer_IVG_IB for inbound; enter Enter Dialed number_IVGServer_IVG_OB for outbound.
      • Call Type ID - Enter 0
7. Create a Dialed Number/Script Selector List for each routing client - both for CVP Peripheral inbound and outbound, and for IVG peripheral outbound.
   1. Navigate to Tools > List Tools . Dialed Number/Script Selector List. In the Attributes tab, enter the following:
      • Routing Client
        • For Inbound and Outbound DN - Select the CVP that controls the call the ICM
        • For Outbound DNs - Select IVR PIM
      • Dialed Number String - Enter the string value by which the routing client identifies this dialed number.
      • Media Routing Domain - Select the media routing domain associated with the selected dialed number
      • Customer - Select the customer associated with the dialed number.
   2. In the Dialed Number Mappingtab, enter the following:
      • Call Type - Enter the call type created in Step 6
8. Create Inbound Services.
   1. Navigate to Explorer Tools > Service Explorer and click Add Service. In the Service tab, enter the following
      • Peripheral Name - Enter Inbound for inbound
      • Peripheral Number - Enter a number unique to the service for the peripheral.
   2. In the Routetab, enter the following:
      • Name - Enter the name from Peripheral Name.
   3. In the Peripheral Target tab, enter the following:
      • Name - Enter a name for the Peripheral Target
      • Network Trunk Group - Select the Trunk Group associated with the peripheral
   4. In the Label tab, enter the following:
      • Label - Enter the Peripheral Target name.
      • Label Type - Select Normal
      • Customer - Enter the customer associated with the label
9. Create Translation Route to route calls. Add one Translation Route per VHT Callbacklicense.
   1. Navigate to Explorer Tools > Translation Route Explorer, and enter the following on the Translation Routetab:
      • Name - Enter IVGServerName_TransRoute
      • Type - Select DNIS
   2. Enter the following on the Routetab:
      • Name - Enter TransRouteName.Number
   3. Enter the following on the Peripheral Target tab:
      • DNIS - Enter the first DNIS to be used by the peripheral
      • Select Network Trunk Group from the dropdown.
   4. Enter the following on the Labeltab:
      • Label - Enter the DNIS
      • Label Type - Select Normal
      • Customer - Select the customer

Creating the SIP trunk

A SIP trunk is required for CVP queuing only.

When creating the SIP Trunk, include the following in SIP Information:

• Destination Address - IP address of the IVG instance
• Destination Port - Port number of the IVG port
• SIP Trunk Security Profile - Select Non Secure SIP Trunk Profile from the dropdown menu
• SIP Profile - Select Standard SIP Profile from the dropdown menu

Adding a label to a device target for Agent Priority

The IVG Routing Client is added as a Label to a Device Target in ICM, which allows IVG to reserve the agent for the outbound Agent Priority call. Each agent device that will be skilled for Agent Priority should have a configured Label.

To add a Label:

1. From ICM Configuration Manager, navigate to Targets > Device Target, Device Target Explorer.
2. Select the agent device that will be skilled for Agent Priority.
3. Add a label that references the IVG system by the Routing Client name.
4. Click Save.
5. Repeat Steps 1-4 for each agent device that will be skilled for Agent Priority.