Cisco Cisco Administrative Workstation User Guide

Figure 3: Virtual (embedded) VRU

See also 

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About the Virtual VRU

An ACD/PBX that supports Virtual VRU (VVRU) functionality can run Virtual VRU scripts
as directed by ICM routing scripts. This is the case for the Avaya.

Virtual VRU functionality is controlled by the Service Control Interface (SCI) of the ISAGI
protocol. Through the ARS PG and the SCI protocol, the Avaya ACD/PBX can emulate a VRU
to queue calls and run VRU scripts. Since the scripts that are executed are not on a separate,
physical VRU, they are referred to as Virtual VRU (VVRU) scripts.

When calls are queued to the Virtual VRU on the ACD/PBX, the ARS PG and the SCI interface
“park” the calls on a Definity Vector Directory Number (VDN).

A VVRU script is a specially configured Vector Directory Number (VDN) on Avaya ACD/
PBX that runs a vector to offer call treatment to the caller. The vectors might play announcements
using announcement boards and play music-on-hold. When the VVRU script completes, another
VDN is called that returns the result to the ICM script that executed the VVRU script.

Although VVRU scripts are not as robust as IVR scripts on a VRU, they enable basic call
queuing and caller treatment. A VVRU can route internal transfers to the best resource in the
enterprise. It can also distribute incoming calls in a Site ICM environment. For more extensive
call treatment, you must use an external VRU.

If the Virtual VRU is used (via the SCI interface), an ASAI link is dedicated to passing routing
messages between the ARS Gateway and the switch. The ASAI link is configured by the "/route"

ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise & Hosted Editions Release 7.2(1)