Cisco Cisco Customer Voice Portal 8.0(1)

The total number of calls that have received Voice Response Unit (VRU)
treatment from the Intelligent Contact Management (ICM) application since

Total VRU Call Legs

system start time. The VRU treatment includes playing pre-recorded messages,
asking for Caller Entered Digits (CED) or Speech Recognition Techniques
to understand the customer request.

Calls originating in an external VXML Server need call routing instructions
from the Intelligent Contact Management (ICM) application. Total Lookup

Total ICM Lookup Requests

Requests is a metric indicating the total number of external VXML Server
call routing requests sent to the ICM application since system start time.

The total number of newly offered basic service video calls processed by the
ICM service since system start time.

Total Basic Service Video Calls Offered

The total number of new basic service video calls accepted and processed by
the ICM service since system start time.

Total Basic Service Video Calls Accepted

IVR Service Call Statistics

The IVR service call statistics include data on calls currently being processed by the IVR service,
new calls received during a specified interval, and total calls processed since the IVR service
started.

Access IVR Service statistics either by:

•

Choosing System > Control Center, selecting a Call Server, clicking the Statistics icon in
the toolbar, and then selecting the IVR tab.

•

Choosing Device Management > CVP Call Server, selecting a Call Server, clicking the
Statistics icon in the toolbar, and then selecting the IVR tab.

The following table describes the IVR Service call statistics.

The number of active calls being serviced by the IVR service.

Active Calls

The number of active HTTP requests being serviced by the IVR
service.

Active HTTP Requests

2

The time the system started collecting statistics for the current interval.

Start Time

The amount of time that has elapsed since the start time in the current
interval.

Duration Elapsed

The interval at which statistics are collected. The default value is 30
minutes.

Interval Duration

2)

HTTP sessions are the number of HTTP requests currently being processed by the IVR SS. This # will be different than the # of calls being processed.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)