The Service Control Interface

The Service Control interface allows the Cisco Unified ICME software to provide call-processing instructions to the Cisco Unified CCX system. It also provides the Cisco Unified ICME software with event reports indicating changes in call state.

The Service Control interface supports the following four label types:

  • Normal—The Normal label is a character string that encodes instructions for routing the call. It contains either a directory number to which the Cisco  Unified CCX system routes the call or the name of a user prompt that represents an announcement.

  • Busy—The Busy label indicates that the caller receives a busy treatment.

  • Ring No Answer—The Ring No Answer (RNA) label indicates that the caller receives an RNA treatment.

  • Default Label—The Default label indicates that the Cisco Unified CCX system runs the default script or runs the system default treatment if no default script is configured.

In addition to these label types the Cisco Unified IP IVR product supports the following special extensions as part of the Normal label:

  • Extensions starting with “#” or “*”

    These extensions trigger a network take back and transfer. For the redirect to be successful, the script out-pulses the specified string as is and then monitors the call for a hang-up event, for a maximum of 5 seconds.

    You can use the “,” character to insert a 1 second pause.

  • Extensions ending with “.wav”

    These extensions trigger a network announcement type of redirect, in which the script simulates a ring-back tone and then plays back the specified .wav file 4 times, and then finally simulates a fastbusy tone. The transfer is successful if at any time the caller hangs up or if the script reaches the end of the fastbusy tone and disconnects the call.

  • Extensions equal to “PROBLEMS”

    These extensions trigger a network announcement type of transfer (see above) with a system problem announcement.

  • Extensions equal to “BUSY”, “RNA”, “FASTBUSY”, or “DIALTONE”

    These extensions cause the script to generate the specified audio treatment before terminating the call. The transfer is successful if at any time the caller hangs up or the script reaches the end of the audio treatment. The script then reports the call as disconnected rather than as redirected.