Configuring Cisco for Agent Priority
Configure your Cisco environment for Agent Priority in the following areas:
- Add the Agent Priority Network VRU script to ICM using Cisco Communication Manager (CM)
- Add a label to a device target
- Create the outbound callback script
Configuring ICM for Agent Priority
Adding an Agent Priority Network VRU script list
Use Cisco Communication Manager (CM) to add the Agent Priority Network VRU script list. This script is executed when an outbound call is registered for Agent Priority.
- Navigate to Tools > List Tools > Network VRU Script List.
- Populate the following attributes:
| Field | Value | Description |
| Add script name | IVGServerName _IVG_AP | Name for the VRU script. This name must be unique. |
| Network VRU | ServerName | Select the network VRU associated with the VRU script. |
| VRU Script Name | GS,CiscoAP,V | Unique name for the script in the VRU. |
| Timeout | 180 | Number of seconds ICM waits for a response after directing the routing client to run the script. |
| Interruptible | Enabled | Check to indicate the script can be interrupted. |
Adding a label to an Agent Priority device target
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:
- From ICM Configuration Manager, navigate to Targets > Device Target, Device Target Explorer.
- Select the agent device that will be skilled for Agent Priority.
- Add a label that references the IVG system by the Routing Client name.
- Click Save.
- Repeat Steps 1-4 for each agent device that will be skilled for Agent Priority.
Creating the outbound callback script
The outbound Agent Priority callback script is added to your existing outbound call script. An If node is added to determine whether or not the outbound call is registered for Agent Priority.
Agent Priority for IVG Cisco UCCE holds the IVG session until the call is completed.
- Add an If node to evaluate whether or not the outbound call is registered for Agent Priority. If the call is not registered for Agent Priority, the call is treated as a predictive callback, and follows the outbound call script beginning with Step 3.
- Define the condition as Call.PeriphralVariable9="AP"
The Peripheral Variable should match the variable for agent_priority_call_variable_number in the OCC section of the Peripheral Monitor site.config.
- Add a Run External Script node to execute the Agent Priority:
- Select Network VRU script name that defines the GS,CiscoAP,V External Script
- Create a new VRU interaction
- Add an Application Gateway node for VH_TrackCall. This allows the VHT Callback® Queue Manager application to successfully track calls for queuing, and answered or abandoned events. This block is required for ACD and CVP queuing.
- Add an Application Gateway node for VH_GetVars to attach the VHT Callback call variables. This allows user data to be reattached to the call from the inbound call leg. This block is required for ACD and CVP queuing.
For CVP Queueing:
- You may need to add a Translation Route to VRU OR Send to VRU before the call progresses to outbound queuing.
- You may need to increase the following timeout settings in the Holly Management System (HMS) user interface to avoid timeouts on the agent leg of the call. We recommend setting each timeout to 60 seconds.
- Holly CTI Manager - callupdatetimeout
- Holly VXML Subdialog Server - ctimgrprocesstimeout
- HTTP Plugin CTI - ctimgrprocesstimeout
- Proceed with outbound queuing.
