Cisco Cisco IPCC Web Option User Guide

indicate the status of the call at different points in the routing script. Use the VRU Activity reports
to view how callers have progressed through the VRU script. You can use this variable to determine
how many calls the application did not handle, how many were handled, how many were transferred
to an agent at the caller's request, how many calls were not able to navigate and were redirected to
an agent, and how many encountered error conditions and were redirected to an agent.

For each transaction in the VRU Self-Service or Information Gathering application for which you
plan to change the VRUProgress variable, create a separate call type. In the script, change the
VRUProgress variable when the call reaches the end of a transaction and then change the call type.
This enables you to report on each transaction separately using the call type VRU Activity reports.

•

You will need to configure services on ICM software with peripheral IDs that match the information
sent from the VRU.

The peripheral ID that you enter depends on whether you are using IP-IVR or ISN as the VRU.

•

If you are using IP-IVR, you configure a service with a peripheral ID that matches the ID
you entered in CRA Application Administration as the ICM post routing ID. Remember the
ICM post routing ID that you configure for use when creating services on ICM software.

•

If you are using ISN, the peripheral ID that you enter depends on the VRU type.

If the ISN is a routing client that handles new calls (VRU type 5), the peripheral service ID
should be 1.

If the ISN receives pre-routed calls (VRU types 2, 3, 7, or 8), the peripheral service ID should
be 2.

•

Optionally, if you are using ISN as your VRU and want to perform advanced custom reporting on
VRU application details, configure the Capture microapplication, which you can include in a script
to trigger the creation of a TCD record at any point in a routing script. Configure the Capture
microapplication as a VRU script; execute the application using the RunExternalScript node. You
must name the script "CAP" or "CAP, xxx", where xxx is any string that makes the script name
unique. (For example CAP, bankingApplication). You might want to trigger TCD creation at
important points in a script, such as when a caller completes a transaction.

•

There might be cases when a call is not queued, but instead sent to the agent directly (via the LAA
Select node) from the VRU. You must ensure the VRU PG is configured correctly to ensure that
such a call is considered answered at the VRU service rather than abandoned.

•

If you are using IP-IVR as the VRU, set the Configuration parameter in the VRU PG record to
/ASSUME_ANSWERED to ensure that calls sent from the VRU to an agent without being queued
are reported as Answered. Do not set this parameter if you are using ISN as the VRU.

Follow these guidelines to ensure that you are able to identify when a routing script encounters unexpected
conditions:

•

Decide whether you want calls that encounter unexpected scripting conditions to be counted as
default routed or as errors.

If you want the calls to count as default routed, plan to configure default labels for each dialed
number if you do not want calls that cannot be routed to be reported as errors. When a call is routed