Cisco Cisco IP Contact Center Release 4.6.1 User Guide

When ICM software executes a Send to VRU Node, it looks up the call's Dialed Number, the
Dialed Number's Customer and the Customer's Network VRU. If that fails to retrieve a Network
VRU, the router uses the system default Network VRU:

•

If the Network VRU is of Type 3 or Type 7, the router sends an instruction to the routing
client to connect the call to the Network VRU. The instruction contains the label configured
for this Network VRU as well as a correlationID to allow the router to uniquely identify the
dialog with the routing client and the dialogue with the VRU PG. The router waits until it
receives a RequestInstruction message from one of the connected VRU PGs with the same
correlationID as a sign that the call is now connected to the VRU.

•

If the Network VRU is of Type 5 the router sends an instruction to the routing client to
connect the call to a VRU resource. The instruction contains the label configured for this
Network VRU. The router waits for a response back from the routing client that the call is
properly connected to the VRU resource.

•

If the Network VRU is of Type 6, the router simply continues without further action, because
Type 6 VRUs do not need explicit instructions to connect the call to the VRU resource.

There are two failure cases:

•

If the label does not exist, script execution continues with control flowing through the nodes
failure output terminal.

•

If ICM software does not receive confirmation, execution continues with control flowing
through the nodes failure output terminal.

In all other cases script execution continues with control flowing through the nodes success
output terminal.

Notes:

•

If the Run External Script, Play, Menu, Collect Data, or Queue node is used in a script before
a Send To VRU node, an implicit Send To VRU node is assumed. For Network VRUs of
types 3, 5, 6 or 7 you do not have to use the Send To VRU node. However, it is recommended
that you make a practice of including the node in routing scripts, as it can act as a visual aid
if you ever need to troubleshoot the script.

•

If the call is delivered to the VRU but then abandoned, script execution ends. In monitor
mode, a special label on the Send To VRU node accounts for these cases.

You do not need to set properties for the Send to VRU node. However, you can optionally add
comments or connection labels.

Sending a Call to a VRU with the Translation Route to VRU Node

For Type 2 and Type 8 VRUs, you can send a call to a VRU by using the Translation Route to
VRU node (in the Queue tab of the Palette).

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)