Cisco Cisco Unified Contact Center Management Portal 11.0(1) User Guide
User Manual for Cisco Contact Center Management Portal Release 7.1
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To open the page, from the System Manager, navigate to the correct folder
in the left-hand panel, choose Network Vru Script from the summary list
of items, and select a specific VRU Script from the list shown in the Items
panel. This will show you the details of the script.
in the left-hand panel, choose Network Vru Script from the summary list
of items, and select a specific VRU Script from the list shown in the Items
panel. This will show you the details of the script.
What is a Network VRU Script?
A Network VRU (voice response unit) is a telecommunications computer,
also called an Interactive Voice Response (IVR) unit, that responds to
caller-entered touch-tone digits. This uses routing scripts to process a call.
At various stages, this may run a VRU script to play a message at the
caller, such as a repeated announcement when they are in a call queue.
also called an Interactive Voice Response (IVR) unit, that responds to
caller-entered touch-tone digits. This uses routing scripts to process a call.
At various stages, this may run a VRU script to play a message at the
caller, such as a repeated announcement when they are in a call queue.
How to Associate a VRU Script with an Audio File
To change the audio file associated with a VRU script:
1. On the Items panel, click on a VRU script to associate with an
audio file. The details for this script will open in the right-hand
Details panel
Details panel
2. Select the Audio tab
Note If no Audio tab is available, this may mean that the Network VRU
Script has not been configured correctly. Contact your system
administrator.
administrator.
3. Click Save
Note The audio file will be saved under the name configured in the VRU
script, replacing any previous audio file.
script, replacing any previous audio file.
Code and Variable Management
Manage User Variables
Page Access and Use
Use the Create a New User Variable page to create, and delete user
variables. User variables cannot be edited once created. To open the page,
from the Web Administration menu, select System Manager > Resource
Folder > New > Resource Item > User Variable.
variables. User variables cannot be edited once created. To open the page,
from the Web Administration menu, select System Manager > Resource
Folder > New > Resource Item > User Variable.
What is a User Variable
A user variable is a named object which can hold a value up to 40
characters long. Variables are used in routing scripts.
characters long. Variables are used in routing scripts.
How to Create a User Variable
To create a user variable:
1. On the Items panel, click New > Resource Item > User
Variable.
2. Complete fields as described in the User Variable Fields table
below. Active from and to dates can be set in the Advanced tab.