Cisco Cisco IPCC Web Option User Guide
You can identify the VRU service by the Peripheral Number field in the Service database tables
as follows. VRU services are not applicable for System IPCC deployments. For System IPCC,
use skill group reports to view queuing metrics.
as follows. VRU services are not applicable for System IPCC deployments. For System IPCC,
use skill group reports to view queuing metrics.
•
If you are using IP-IVR as the VRU, the Peripheral Number of the service matches the
ICM/IPCC post routing ID set in the CRA Application Administration for IP-IVR.
ICM/IPCC post routing ID set in the CRA Application Administration for IP-IVR.
•
If you are using CVP as the VRU, the Peripheral Number of the service is 1 if the CVP is
the routing client (VRU type 5) or 2 if the CVP receives pre-routed calls (VRU type 2, 3, 7,
and 8).
the routing client (VRU type 5) or 2 if the CVP receives pre-routed calls (VRU type 2, 3, 7,
and 8).
•
For both CVP and IP-IVR, if you are performing translation routes from the CTI route point
to the VRU, the VRU service is the service defined in the TranslationRtetoVRU script node.
to the VRU, the VRU service is the service defined in the TranslationRtetoVRU script node.
Self-Service, Information Gathering, and Queuing VRU Applications
VRU applications include Self-Service, Information Gathering, and queuing.
A self-service application is designed for callers to obtain routine information using VRU menu
options. Only for exceptional cases would the call be routed to an agent.
options. Only for exceptional cases would the call be routed to an agent.
You must be able to determine the following from an IVR service used for customer self-service:
•
How many calls traversed the application
•
How long each call remained in the self-service application
•
How many calls did not require agent intervention
•
How many calls were eventually routed to agents
Information Gathering VRU applications are used to decide what skill group to queue the call
to by walking the caller through a series of voice prompts. The Caller Entered Digits (CED) are
passed back to ICM/IPCC from the VRU to be used within the ICM/IPCC routing script, to
decide the optimal skill group to answer the call.
to by walking the caller through a series of voice prompts. The Caller Entered Digits (CED) are
passed back to ICM/IPCC from the VRU to be used within the ICM/IPCC routing script, to
decide the optimal skill group to answer the call.
You must be able to determine the following from an IVR service used for information gathering:
•
How many calls traversed the application
•
How long each call remained in the information gathering application
•
How many calls disconnected before being routed to an agent
•
How many calls were eventually routed to agents
Several applications can reside on the same VRU PG; Self-Service and queuing can reside on
the same VRU PG and Information Gathering and queuing can reside on the same VRU PG.
This means that all of the applications on that PG belong to the same VRU service. The VRU
the same VRU PG and Information Gathering and queuing can reside on the same VRU PG.
This means that all of the applications on that PG belong to the same VRU service. The VRU
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
115
Chapter 5: Monitoring Operations, Configuration, and Scripting
Understanding VRU Application Reporting