User Guide

Network VRUs
Through routing scripts, you can divert a call to a Network VRU for additional call processing.
This chapter contains the following topics:
•
What is a VRU, page 91
•
What is a Network VRU?, page 92
•
Configuring VRUs, page 92
•
Network VRU Types and Script Nodes, page 92
•
Accessing VRU Scripts in ICM Scripts, page 93
•
Sending a Call to a VRU with the Send to VRU Node , page 93
•
Sending a Call to a VRU with the Translation Route to VRU Node , page 94
•
Sending a Call to a VRU after a Translation Route to VRU, page 97
•
Running External Scripts, page 98
•
Checking for VRU Errors , page 100
•
Queuing Calls at VRUs , page 101
•
Placing a Call in Queue , page 101
•
Adjusting the Priority of a Call in a Queue , page 104
•
Removing the Call from a Queue , page 105
•
VRU MicroApp Nodes , page 106
•
Collecting Data from the Caller, page 106
•
Prompting a Caller to Select from a Set of Options , page 109
•
Playing Specific Recordings to the Caller , page 112
•
Overriding VRU Settings , page 115
•
Temporarily Halting Script Execution, page 116
What is a VRU
A VRU, or Voice Response Unit, is a telecommunications device, also called an Interactive
Voice Response Unit (IVR), that plays recorded announcements and responds to caller-entered
touch-tone digits. A VRU can also be equipped with Automatic Speech Recognition (ASR) or
Text-to-Speech (TTS) capabilities.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
91
Chapter 5