User Guide

Table Of Contents

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Use these microapplications in your scripts to trigger TCD creation at points in the script

for which you want to capture data, such as when a transaction completes. Using the

metadata ECC variable in conjunction with the Capture microapplication enables you to

capture additional details about the performance of the script and the customer's experience

for each point in the script for which a TCD record is created.

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There might be cases when a call is not queued, but instead sent to the agent directly (via the

LAA Select node) from the VRU. Ensure the VRU PG is conﬁgured correctly to ensure that

such a call is considered answered at the VRU service rather than abandoned.

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If you are using IP-IVR as the VRU, set the Conﬁguration parameter in the VRU PG record

to /ASSUME_ANSWERED to ensure that calls sent from the VRU to an agent without being

queued are reported as Answered.

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Conﬁgure services 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.

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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 post routing ID. Remember the

post routing ID that you conﬁgure for use when creating services.

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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 should be 1.

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

should be 2.