Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Indicates that the call disposition does not
match any of the other VRUProgress
variables.

VRU Other

7

You can use the VRUProgress variable to indicate the final VRU status at the end of the application or
to indicate changes in VRU status through the different transactions in the application.

The VRUProgress variable is associated with a specific call type. If you want to report only the final
status of the call, then you can use a single call type in the application and set the VRUProgress variable
at any point in the application. Note that while you can change the VRUProgress variable throughout the
application, only the final status is reported for the call type. The value of the VRUProgress variable is
written to the database when the routing script terminates. You can report on the VRU status of the
application as a whole using the Call Type VRU Activity WebView reports by monitoring statistics for
the call type associated with the script.

If you want to report on individual transactions within the application, change the VRUProgress variable
and then the call type at the end of each transaction. You should have a different call type for each
transaction with a related VRUProgress variable. This ensures that the value of the VRUProgress variable
is captured for that particular transaction, not just at the end of the routing script. The value is written to
the database for the call type associated with that transaction when the call types changes. You can report
on individual transactions using the Call Type VRU Progress WebView reports by monitoring statistics
for the call types associated with those transactions.

for a sample script and call flow for Self-Service

and Information Gathering applications that use the VRUProgress variable.

If you have deployed ISN as the VRU in your IPCC Enterprise system, you can use two advanced features
to gather additional details about calls' progress through Self-Service and Information Gathering
applications: Capture microapplication and metadata ECC variable. The details provided by these
microapplications can be used only in custom reports; standard WebView reports do not provide this
information.

The Capture microapplication enables you to cause a Termination_Call_Detail (TCD) record to be written
at any point in the script. This record includes information such as the current call variables, router call
keys, date and time, caller entered digits, and metadata ECC variables.

The metadata ECC variable captures high level details about a call's progress through a script, including
whether the caller is using voice or digit dialing, percent confidence for Automatic Speech Recognition,
number of attempts a user made before entering a prompt successfully, number of timeouts, number of
invalid entries, microapplication duration, and the routing script used. This information is written to TCD
records. If you plan to use the metadata ECC variable, you must configure the ECC variables in the ICM
Configuration Manager.

Using the VRUProgress variable, the Capture microapplication, and the metadata ECC variable
mircoapplication together in a script provides you with the ability to monitor details about the transactions
performed by the caller and the VRU application's interface to caller. For example, you could use the
Capture microapplication to create a TCD each time the VRUProgress variable changes in the script. The
TCD is written for that particular point in the application, which includes the information gathered by
the metadata ECC variable. A custom report could show how many callers experienced timeouts at