(9.0+) Create a New VRU Service
Create a new VRU Service associated with a queue without restart of the Callback system.
Required when using Virtual Trunks with Cisco ICM.
Before starting
Create a New VRU service is for Cisco UCCE integrations only.
There are two ways to create the new VRU service:
- Duplicate a VRU service then edit the values
- Create a new VRU service
After entering the VRU service, activate it in the system. Until it is activated, the service is considered "pending".
Creating a New VRU Service
- Navigate to Configuration > Queues >Add New Segment. Select the queue that will contain the segment.
- Existing VRU services are not displayed. VRU services newly entered in Configuration are labeled as "new".
- Click the Service ID for each VRU service to expand its fields. Click again to collapse.
- Click Expand All to display all fields for all segments. Click Collapse All to hide.
- Click next to the VRU service to duplicate these settings.
OR
- Click Create New to begin a new VRU service with blank fields.
- Enter the fields as follows. Required fields are marked with an asterisk (*).
Setting | Description and Valid Values |
---|---|
Service ID* | The numeric Service ID to identify this VRU service. |
Service Type* | Select a service type of either "Inbound" or "Virtual Queue". |
Peripheral ID* | Select the peripheral ID for this VRU service from a list of VRU PGs configured in the ICM configuration. |
New Transaction* | This value tells the VRU interface whether or not to send a new transaction step to the ICM when a call reaches this service. This allows for configurable operation. Valid values are:
|
- Click Add to save the new VRU service settings.
- Click Save Changes to save your pending changes. A new change group is created to hold your VRU services until they are activated. Enter a name for your change group (required), then click Change Name.
- Repeat these steps to add additional VRU services to your change group.
- Select Save & Review to see all activate the saved pending queues. Review and edit or activate.
Once a VRU service is activated it cannot be edited or deleted. Edit changes from the segment level or from the Save & Review option.
Deleting or Removing a Pending VRU Service
To remove a pending VRU service from the change group, expand the segment name field.
Click Remove at the bottom left and Yes to confirm.
Click Save Changes to finalize the change.
The last remaining segment in a change group cannot be removed. Delete the entire change group using Activate Queues and Segments > Delete a Change Group.
Activating a Pending VRU Service
When you are ready to review and activate the pending services in the change group, click Save & Review.