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Network VRU

Answered Question
Apr 2nd, 2008
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what is the difference between send to VRU node and Translation route to VRU node?

Thanks in advance

Correct Answer by Riccardo Bua about 9 years 4 months ago

Hi again,


self service is an activity that doesn't request a user/agent interaction, VRU scripts could be invoked from a translation route or a send to vru.


Please be aware that translation to VRU timers are smaller then the send to vru, since all open translation route mean an open ICM dialogue and call object and the call to be eventually routed to an agent/target, while the send to vru assume an extensive interaction with the IVR.


Cisco is providing by the mean of Advanced Services a specific ICM scripting class I would recommend attending it for this and similar questions.


Regards,


Riccardo

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Riccardo Bua Wed, 04/02/2008 - 04:59
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HI there,


Here is the information I could find on the Send to VRU node:

Send To VRU node

The Send To VRU node diverts a call to an IVR for further processing.

Note: This node is valid for use with Type 3 and Type 7 IVRs.

When the ICM executes the Send to VRU node, it does the following:

First, it checks whether the routing client has an associated Network IVR for the customer and then it checks for a label.

- If the label exists, the ICM returns that label to the routing client and suspends script execution until it receives confirmation that the call has been delivered to the IVR.

- If the label does not exist, script execution continues with control flowing through the nodes failure output terminal.

Next, it waits for confirmation that the call has been delivered to the IVR:

- If the ICM receives confirmation, script execution continues with control flowing through the nodes success output terminal.

- If the ICM does not receive confirmation, execution continues with control flowing through the nodes failure output terminal.

Once the ICM establishes that the call has been successfully delivered to the IVR, it can then execute a Run VRU Script node instructing the IVR to run its own script. You can also subsequently determine a final destination for the call and return a label to the routing client.

Note: If the call is delivered to the IVR but then abandoned, script execution ends. In monitor mode, a special label on the Send To VRU node accounts for these cases.

Type 3 IVR - An IVR controlled by the routing client.

Note: Use this type (rather thanType 7) when the routing client can automatically take back the call from the IVR when the ICM returns a destination.


For the translation route to VRU node you need instead a translation route to be defined.


This dialog allows you to:


· Select a Target Type (Enterprise Service, Service or Service Array).


· Specify whether the Translation Route to VRU node is to act like a

Select node or a Distribute node:


Distribute Among Targets (Radio button.)

The Translation Route to VRU node is to behave like a Distribute node,

distributing calls among the targets based on the relative values.


Select Most Eligible Target (Radio button.)

Translation Route to VRU node is to behave like a Select node, using the

following rules:

· Pick the target with the maximum value / Pick the target with the

minimum value.

· Accept target if (that is, evaluate an acceptance rule).

· Start with first target / Start with next target.


Please let me know if you have any question left outstanding, basically those nodes have quite different uses.


Regards,


Riccardo


PS. Please rate helpful posts accordingly.


arpitnarula Wed, 04/02/2008 - 05:11
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Send to VRU:- It will play an audio meaasge, right?

Tranaltion route to VRU:- will it play an audio message or not?

Whats the point of selecting targets in Translation route to VRU?


"basically those nodes have quite different uses"

Can you please give a practical scenerio for these two.

Thanks.


Riccardo Bua Wed, 04/02/2008 - 05:18
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Hi,


in general and lame words:


the purpose of interacting with an IVR is not necessarily only playing music or a prompt, but also do some call treatment or routing.


To do so you have some options, you determine that you use the IVR only as a queueing point and to collect some caller digits and retain all the routing logic at the ICM scripting level


or


you decide that some call treatment and routing will be done at the IVR itself because maybe you need to qualify the call and perform some self service activity like checking a trading application informations.


To do the first you will most likely use a translation route to vru node, awaiting for an agent to treat your call and providing in the meantime a source for music but also some digit collection to be retained in the call variables.


To do the second you will need to invoke different IVR scripts and interact with the user at the IVR and will most likely use the Send to Vru node followed by other send to VRU nodes or Run VRU script nodes.


Hope this helps,


Riccardo



david.macias Wed, 04/02/2008 - 05:20
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Send to VRU will send the call to some sort of voice response equipment (e.g. IVR). The trans route to VRU will just ensure that all associated data always stays with the call as the call makes it's way around the call center. Finally, there are scenarios where you will use both nodes and some where you will just use the send to VRU node.


david

arpitnarula Wed, 04/02/2008 - 05:31
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Send to VRU node: It diverts the call to a VRU for further processing.


Translation route to VRU: It forwards the call to VRU but keeps the call active on ICM software.


From the above definitions, i am finding it a bit confusing to draw a line between the two.


Riccardo Bua Wed, 04/02/2008 - 05:37
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  • Cisco Employee,

HI again,


it is saying the same as I did in the previous post, the translation route will send the call to the VRU, the VRU will then provide a temporary label back to the ICM to know where to eventually route the call once an agent is available, the ICM will return the label with the end destination being a VRU port to play some music or being the agent desk phone.


For the send to vru node, the ICM will know the call is at the VRU and wait for the VRU to request for instructions or to perform wherever selfservice activity you want to do at the IVR itself, by example please tell me what is the weather forecast for today and disconnect the call, the VRU will do all this based on a set of VRU instructions or scripts with no to limited ICM interaction.


As you could understand there is quite a difference between the two.


Regards,


Riccardo

arpitnarula Wed, 04/02/2008 - 23:08
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Thanks a lot riccardo, david

Another doubt riccardo the word "selfservice" u stated, does this mean by using VRU scripts, if so then we can also associate VRU scripts with translation route to VRU.

Correct Answer
Riccardo Bua Wed, 04/02/2008 - 23:25
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  • Cisco Employee,

Hi again,


self service is an activity that doesn't request a user/agent interaction, VRU scripts could be invoked from a translation route or a send to vru.


Please be aware that translation to VRU timers are smaller then the send to vru, since all open translation route mean an open ICM dialogue and call object and the call to be eventually routed to an agent/target, while the send to vru assume an extensive interaction with the IVR.


Cisco is providing by the mean of Advanced Services a specific ICM scripting class I would recommend attending it for this and similar questions.


Regards,


Riccardo

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