Service Control Interface (SCI)

The Service Control Interface (SCI) was introduced in version 4.1 of the ICM. The SCI enables the ICM to determine the call handling steps that are performed by a VRU for each call, by running a script on the ICM. This script can exchange messages with the VRU enabling the ICM to start specific VRU actions.

An enhancement in Cisco ICM V4.1 was the addition of the Expanded Call Context variables. For further details of these, see Expanded Call Context Variables.

Note: If a call is under event data feed interface (EDFI), and a SCI message is issued against the call, the ICM fails the request. This failure is sent back to the application by the custom server; it is the responsibility of the application developer to handle this event.