Table of Contents

Retrieve CCE variables

Create a Network VRU script (ECE VRU - type 2) as follows:

  1. Name: ECE_Chat_DRASR
  2. Network VRU: ECE_VRU_Type2 (From drop down box)
  3. VRU Script Name: ECE_Chat_DRASR
  4. Interruptable: Checked

Configure a DRASR entry in ECE

  1. In the ECE Business Partition, navigate to the Administration console
  2. Expand the Partition:Sunset tree > Integration > Unified CCE. DRASR should be a selectable object here.
    1. Note DRASR entries are not Department specific.
  3. Name: DRASR
  4. Script Name: select (the above Script name (ECE_Chat_DRASR)
  5. Enabled: Yes
  6. Display Message: Hello %CV1%, an agent will be available in approximately %CV2% minutes. Please save the Activity ID# %CV3%

Note: CV1 and CV3 need to be passed by ECE to CCE via the queue Chat Configuration in ECE, while PV2 needs to be set in CCE Script prior to the “Run External Script” with the ECE_Chat_DRASR script selected Node.

PV2 should be dynamically set to the EWT in minutes - for this example.