A VRU, or voice response unit, also called an Interactive Voice Response Unit (IVR), is a telecommunications device 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.
In Unified CCE terms, the VRU is a device that corresponds to a peripheral and is integrated by means of a PG. A typical configuration consists of a VRU and a PG (or two PG's if duplexed).
A Network VRU supports Unified CCE software's service control interface. A Unified CCE routing script can divert a call to a Network VRU and instruct the VRU to perform specific processing before Unified CCE software determines the final destination for the call. There are multiple Network VRU types, and they are explained in the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise.
There are two VRUs supported by Unified CCE: Cisco Customer Voice Portal (CVP) and Cisco IP-IVR. Because these VRUs support different features and behave differently, reporting data is affected by the type of IVR you have deployed in your system.
Uses for VRUs
Your enterprise might implement one or more types of VRU applications to provide initial call treatment and enterprise queuing.
These VRU applications can be used as follows:
In Self-Service applications, the customer can obtain information through a series of VRU prompts, and the entire transaction occurs within the VRU . For example, if the customer calls a bank, the Self-Service application might prompt the user for an account number and password and then provide abilities to check account balance, review recent payments, modify PIN numbers, and so forth.
In Information Gathering applications, the VRU prompts the caller for certain information, such as which department the caller wants to reach, and then uses the information in the routing decision and might pass the information to the agent desktop.
The VRU is also used to enterprise-queue calls while a customer waits for an available agent. During queuing, the VRU might be configured to play music on hold or perform a VRU application.