Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド

Indicates that this call is not a VRU call. It is the default value.

Not a VRU call - does not
appear in reports

0

Indicates that the caller's needs have not been met at this point in the
application.

VRU Unhandled

1

Indicates that the caller's needs have been met by this point in the application.
For example, the caller successfully received an account balance.

VRU Handled

2

Indicates that this call was transferred to an agent after the caller's needs were
met with the application. For example, the caller successfully received account

VRU Assisted

3

information and then requested to speak to an agent for a different reason or
for additional information not available through automatic means.

Indicates that the call was transferred to an agent at the caller's request before
the caller's needs were met by the application. For example, the caller pressed

VRU Opt Out Unhandled

4

"0" to be transferred to an agent before performing automated transactions
or while in the process of completing a transaction.

Indicates that the call was transferred to an agent as part of the application
design. For example, after the caller checked an account balance the

VRU Scripted Transfer

5

application transferred the caller to agent to discuss new account options.
Another example is that after a caller entered digits to request a particular
type of service the call was transferred to an available agent to handle the
request.

Indicates that the caller was transferred to an agent because of a system error.
For example, a failure at a particular node in the application could lead to the
call being transferred to the agent.

VRU Forced Transfer

6

Indicates that the call disposition does not match any of the other
VRUProgress variables.

VRU Other

7

You can use the VRUProgress variable to indicate the final VRU status at the end of the
application or to indicate changes in VRU status through the different transactions in the
application.

The VRUProgress variable is associated with a specific call type. If you want to report only the
final status of the call, then you can use a single call type in the application and set the
VRUProgress variable at any point in the application. Note that while you can change the
VRUProgress variable throughout the application, only the final status is reported for the call
type. The value of the VRUProgress variable is written to the database when the routing script
terminates. You can report on the VRU status of the application as a whole using the Call Type

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)