User Guide

Queue, ICM software treats requests from different channels as part of a single queue. Routing
scripts can send requests to agents based on business rules regardless of the channel from which
the request came. For example, ICM software can route phone, single session chat, and e-mail
message requests to an agent who works with all these channels, based on the agent's skills and
current tasks.
user variables
User variables are variables you create to serve as temporary storage for values you can test
with an If Node. For example, you could create a user variable called usertemp to serve as a
temporary storage area for a string value used by an If node.
variable
A variable is a named object that holds a value. You use variables in formulas to select targets
and help in call tracking.
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.
VRU MicroApps
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.
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Glossary