![]() You can send a call to a VRU for further processing by using the Send to VRU node (in the Queue tab of the Palette). Use this type for calls that need toīe transferred to Cisco Unified Customer Voice Portal (Unified CVP) for self-service or queuing.Īccess to VRU Scripts in Unified ICM ScriptsĪfter you set up VRUs through the Configuration Manager, you can write routing scripts that send calls to the VRU, queue the Simplifies configuration requirements in Unified CVP Comprehensive Model deployments. Used for self-service / queuing at IP-IVR when using a System PG, typically in a Parent-Child deployment. Type 2, but a Type 8 VRU is used when the NAM has a routing client that Response to the routing client: Cisco Internet Service Node using a Cisco Unified ICM automatically instructs the VRU to release when it sends a route ![]() When the routing client cannot take back the call from the VRU. VRU that receives the call and then sends a route request to Unified ICM. Use this type (rather than a Typeģ or Type 6) when the routing client has access to multiple VRUs. VRU that is controlled by the routing client. Use this type rather than Type 7 when the routingĬlient can automatically take back the call from the VRU when Unified ICM VRU connected to a NAM where there is a separate routing client that controls In a NAM environment, a Type 2 VRU is connectedĪt Unified ICM and not at the NAM: Unified IP IVR in a Network VRU type, as shown in the following table: The node used to send the call to the Network VRU depends on the Require an explicit node to force the routing client to connect the call to the Script can run a Network VRU script or queue a call at a Network VRU, it may ICM is aware of these scripts so they can be called from Unified ICMĮCC Payloads in Scripts Network VRU Types Must define these scripts through the Unified ICM Configuration Manager so that Unified You create and maintain VRU scripts on the VRU however, you This step is required for Type 3, Type 5, and Type 7ĭepending on the type of Network VRU configured, you need to configure various Before you can write routing scripts, you must do theįollowing through the Unified ICM Configuration Manager:Īssociate the Network VRU with a Network VRU Label. These are summarizedīelow and described in detail in the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise. Represents a different architecture and call flow. ![]() ![]() To perform specific processing before the Unified ICM determines the finalĮCC Payloads in Scripts VRU Configuration You configure Network VRUs through Unified ICM Configuration Manager.įollowing are the general steps you must take to configure VRUs before youĬan write routing scripts. ICM routing script can divert a call to a Network VRU and instruct the VRU Speech Recognition (ASR) or Text-to-Speech (TTS) capabilities.Ī Network VRU supports the Unified ICM's service control interface. A VRU can also be equipped with Automatic Cisco Unified Customer Voice Portal (CVP) is Response Unit (IVR), that plays recorded announcements and responds toĬaller-entered touch-tone digits. Response Unit, is a telecommunications device, also called an Interactive Voice You can use routing scripts to divert a call to a Network VRU for Prompt Caller to Select from a Set of Options.Send Call to a VRU after Translation Route to VRU.Send Call to a VRU with Translation Route to VRU.Send Call to a VRU with Send to VRU Node.Access to VRU Scripts in Unified ICM Scripts.
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