Cisco Cisco IP Contact Center Release 4.6.2 Release Note

VRU MicroApp Nodes

Note: These nodes can only be used if supported by your VRU.

The three VRU MicroApp nodes (Collect Data, Menu, Play) are essentially specialized Run
External Script nodes. They allow all details of the interaction to be specified in the script node,
rather then using Configuration Manager to specify the Network VRU Script.

The three MicroApp nodes each represent a specific sort of VRU interaction:

•

Collect Data instructs the VRU to collect data from a caller after playing a prompt. The
prompt can be played using a recorded announcement or using TTS. The data collected can
be collected using touch-tone or using Automatic Speech Recognition (ASR).

•

Menu is a simplified form of Collect Data that instructs the VRU to build a menu. It prompts
the caller (either using a recorded announcement or TTS) and collects a single digit (either
using touch tone or ASR). At the Menu node the script branches, depending on the input
from the caller.

•

Play instructs the VRU to speak a recorded announcement or a data element, such as a number
or date. This can be done either by using recorded announcements or through Text-to-Speech
(TTS) capabilities.

Collecting Data from the Caller

You can have a script play a prompt and instruct the caller to enter information by using the
Collect Data node (in the Queue tab of the Palette). The caller-entered data can then be used to
redirect the call to the appropriate destination.

Following is the Properties dialog box for the Collect Data node:

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)