Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

For all deployments other than System IPCC deployments, follow these additional guidelines
to obtain accurate and useful data for VRU applications:

•

Plan to enable Service Control and Queue Reporting at the VRU peripheral if you want to
report on VRU applications, services, queuing, and trunk groups. This is not applicable if
you are using the IPCC System PG in your deployment.

•

Determine the Service Level for VRU services. This is not available in System IPCC
deployments.

Service Level indicates how well you are meeting your goal for answering calls. For example,
your goal might be to answer 80% calls within two minutes. In this case, you would set the
Service Level Threshold to 120 seconds. Reports show you the percentage of calls that are
answered within that time threshold, enabling you to see whether you are meeting your goal.

Also, determine how abandoned calls impact the Service Level. You decide whether
abandoned calls be ignored in the Service Level calculation, negatively affect Service Level,
or positively affect Service Level. For example, for VRU Self-Service applications, all calls
that terminate are considered abandoned, even if the caller received the information he or
she required. You might want to ignore these calls or have them positively affect Service
Level. You might want calls that abandon while queuing or while ringing to negatively impact
Service Level.

You can configure global Service Level for all VRU services or configure Service Level for
individual services.

•

You will need to configure services on ICM/IPCC software with peripheral IDs that match
the information sent from the VRU.

The peripheral ID that you enter depends on whether you are using IP-IVR or CVP as the
VRU.

–

If you are using IP-IVR, you configure a service with a peripheral ID that matches the ID
you entered in CRS Application Administration as the ICM/IPCC post routing ID.
Remember the ICM/IPCC post routing ID that you configure for use when creating services
on ICM/IPCC software.

–

If you are using CVP, the peripheral ID that you enter depends on the VRU type.

If the CVP is a routing client that handles new calls (VRU type 5), the peripheral service
ID be 1.

If the CVP receives pre-routed calls (VRU types 2, 3, 7, or 8), the peripheral service ID
be 2.

•

Optionally, if you are using CVP as your VRU and want to perform advanced custom reporting
on VRU application details, configure the Capture microapplication, which you can include
in a script to trigger the creation of a TCD record at any point in a routing script. Configure
the Capture microapplication as a VRU script; execute the application using the
RunExternalScript node. You must name the script "CAP" or "CAP, xxx", where xxx is any
string that makes the script name unique. (For example CAP, bankingApplication). You

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)