Service Control Interface scenarios and examples

This section provides a variety of practical examples that demonstrate how you can use the Cisco ICM.

All examples in this section assume that the call has already been answered by the application, and are intended to show only Cisco ICM custom server activity.

The Peripheral Gateway that is shown in these examples is a Cisco provided piece of hardware (an IBM-comaptible PC running Windows NT) that interprets between the ICM and the VRU. For example, the PG takes messages from the ICM and converts them into the format that the VRU can interpret.

Call #1) Arriving call not under ICM script control (for a state table application)
For example, a call that is arriving at a VRU directly from a public network where, firstly, the VRU registers its interest in particular variables, then, the ICM instructs the VRU to run a particular script that is completed successfully before the call in ended.
Call #2) Arriving call already under ICM script control (for a Java application)
For example, a call that has been routed to this VRU from another VRU so that a particular script can be run. The ICM instructs the VRU to run a particular script that is completed successfully before the call is ended.
Call #3) Arriving call already under ICM script control, and the script requested to be run does not exist (for a state table application)
For example, a call that has been routed to this VRU from another VRU so that a particular script can be run. The ICM instructs the VRU to run a particular script that cannot be found by the VRU. The VRU then decides to end the call.
Call #4) Arriving call not under ICM script control, and a Cancel request is received (for a Java application)
For example, a call that arrives at a VRU direct from a public network where the ICM instructs the VRU to run a particular script. The VRU starts running the script until it is interrupted by the ICM canceling this request. The VRU reports that the cancel was performed successfully, and the VRU then ends the call.
Call #5) Arriving call not under ICM script control, and a Failed Cancel request is received (for a state table application)
For example, a call that is arriving at a VRU direct from a public network. The ICM instructs the VRU to run a particular script. The VRU starts running the script until it is interrupted by the ICM canceling this request. The VRU reports that the cancel operation could not be performed successfully and the VRU then continues running the script. When the script has ended, the VRU reports successful completion of the script, then ends the call.
Call #6) Arriving call not under ICM script control and receives a Release Request (for a Java application)
For example, a call that is arriving at a VRU direct from a public network where the ICM instructs the VRU to run a particular script that is completed successfully. The VRU then waits for further instruction at which point the ICM instructs the VRU to release the call.
Call #7) TimeOut during dialog creation (for a state table application)
For example, a call that is arriving at a VRU direct from a public network where the VRU receives no response from the ICM in response to its New_Call request in a timeout period. The VRU then attempts to receive a reason for the failure from the ICM. Upon receiving nothing, the VRU runs its default call logic (this could be to play the user a technical-difficulties message) before it sends a failure message and releases the call.
Call #8) Arriving call not under ICM script control, and a Cancel request is received, VRU instructed to transfer call (for a Java application)
For example, a call that is arriving at a VRU direct from a public network where the ICM instructs the VRU to play music to the caller before an agent becomes available. When the agent comes available the VRU is instructed to connect the call to a specific agent.
Service Control Interface codes
This section lists the Service Control Interface codes and what they mean.