Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Indicates that the caller was transferred to an agent because of a system error.
For example, a failure at a particular node in the application could lead to the
call being transferred to the agent.

VRU Forced Transfer

6

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 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.

Capturing Script Application Data (CVP only)

If you have deployed CVP 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

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)