Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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If you are using CVP as the VRU, the Peripheral Number of the service is 1 if the CVP is
the routing client (VRU type 5) or 2 if the CVP receives pre-routed calls (VRU type 2, 3, 7,
and 8).
the routing client (VRU type 5) or 2 if the CVP receives pre-routed calls (VRU type 2, 3, 7,
and 8).
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For both CVP 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.
to the 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 queuing.
A self-service application is designed for callers to obtain routine information using VRU menu
options. Only for exceptional cases would the call be routed to an agent.
options. 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/IPCC from the VRU to be used within the ICM/IPCC routing script, to
decide the optimal skill group to answer the call.
to by walking the caller through a series of voice prompts. The Caller Entered Digits (CED) are
passed back to ICM/IPCC from the VRU to be used within the ICM/IPCC 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 using the Requalify or Call Type node. In the following script, the call type is changed
using the Call Type node once it has been queued to separate Information Gathering
(CollectDigits) and queuing.
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 using the Requalify or Call Type node. In the following script, the call type is changed
using the Call Type node once it has been queued to separate Information Gathering
(CollectDigits) and queuing.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 5: Monitoring Operations, Configuration, and Scripting
Understanding VRU Application Reporting