Cisco Cisco E-Mail Manager Unity Integration Option User Guide

opting to be transferred to an agent before being handled by the application, you might want to add
functionality to the application.

The following table describes the VRUProgress variables that you can use in your VRU script applications
and how they map to report columns.

Indicates that this call is not a VRU call. It
is the default value.

Not a VRU call - does not appear in reports

0

Indicates that the caller's needs have not
been met at this point in the application.

VRU Unhandled

1

Indicates that the caller's needs have been
met by this point in the application. For

VRU Handled

2

example, the caller successfully received
an account balance.

Indicates that this call was transferred to
an agent after the caller's needs were met

VRU Assisted

3

with the application. For example, the caller
successfully received account information
and then requested to speak to an agent for
a different reason or for additional
information not available through automatic
means.

Indicates that the call was transferred to an
agent at the caller's request before the

VRU Opt Out Unhandled

4

caller's needs were met by the application.
For example, the caller pressed "0" to be
transferred to an agent before performing
automated transactions or while in the
process of completing a transaction.

Indicates that the call was transferred to an
agent as part of the application design. For

VRU Scripted Transfer

5

example, after the caller checked an
account balance the application transferred
the caller to agent to discuss new account
options. Another example is that after a
caller entered digits to request a particular
type of service the call was transferred to
an available agent to handle the request.

Indicates that the caller was transferred to
an agent because of a system error. For

VRU Forced Transfer

6

example, a failure at a particular node in
the application could lead to the call being
transferred to the agent.