Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi
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If you are using ISN as the VRU, the Peripheral Number of the service is 1 if the ISN is the routing
client (VRU type 5) or 2 if the ISN receives pre-routed calls (VRU type 2, 3, 7, and 8).
client (VRU type 5) or 2 if the ISN receives pre-routed calls (VRU type 2, 3, 7, and 8).
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For both ISN 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.
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 queueing.
A self-service application is designed for callers to obtain routine information via VRU menu options.
Only for exceptional cases would the call be routed to an agent.
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:
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How many calls traversed the application
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How long each call remained in the self-service application
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How many calls did not require agent intervention
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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 from the VRU to be used within the ICM routing script, to decide the optimal skill group to
answer the call.
walking the caller through a series of voice prompts. The Caller Entered Digits (CED) are passed back
to ICM from the VRU to be used within the ICM 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:
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How many calls traversed the application
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How long each call remained in the information gathering application
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How many calls disconnected before being routed to an agent
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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 service cannot be changed
once the call is sent to the VRU. However, the call type can be changed via the Requalify or Call Type
node. In the following script, the call type is changed via the Call Type node once it has been queued to
separate Information Gathering (CollectDigits) and queuing.
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 service cannot be changed
once the call is sent to the VRU. However, the call type can be changed via the Requalify or Call Type
node. In the following script, the call type is changed via the Call Type node once it has been queued to
separate Information Gathering (CollectDigits) and queuing.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Monitoring Operations, Configuration, and Scripting
Understanding VRU Application Reporting