You can use routing scripts to divert a call to a Network VRU for
additional call processing.
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. Cisco Unified Customer Voice Portal (CVP) is
the supported VRU for Packaged CCE. A VRU can also be equipped with Automatic
Speech Recognition (ASR) or Text-to-Speech (TTS) capabilities.
Access to VRU Scripts in Packaged CCE Routing Scripts
You can write routing scripts that send calls to the VRU, queue
the call, and invoke specific VRU scripts. VRU scripts are configured using the
Network VRU Scripts tool in the Unified CCE Administration tool.
Send Call to a VRU
with Send to VRU Node
You can send a call to Unified CVP for further processing by using the Send to VRU node (in the Queue tab of the Palette).
Packaged CCE executes a Send to VRU Node, it looks up the call's Dialed Number, the Dialed Number's Customer, and the Customer’s Network
VRU. If that fails to retrieve a Network VRU, the router uses the system default Network VRU.
There are two
If the label
does not exist, script execution continues with control flowing through the
nodes failure output terminal.
Packaged CCE does not receive confirmation, execution continues with control flowing through the nodes failure output terminal.
In all other cases
script execution continues with control flowing through the nodes success
If the Run External Script, Play, Menu, Collect Data, or Queue node is used in a script before a Send To VRU node, an implicit
Send To VRU node is assumed. You do not have to use the Send To VRU node. However, include the node in routing scripts as a visual aid if you ever need
to troubleshoot the script.
If the call is delivered to the Unified CVP but then abandoned, script execution ends. In monitor mode, a special label on the Send To VRU node accounts for these cases.
You do not need to
set properties for the Send to VRU node. However, you can optionally add
comments or connection labels.
You can instruct a Unified CVP to run a specific script by using the Run External Script node (in the Queue tab of the Palette).
You can use multiple Run External Script nodes to execute a series of scripts on the Unified CVP.
The execution of
Packaged CCE routing script waits for the external script to finish:
If the external script runs successfully, control then passes through the success branch of the Run External Script node.
If the external script does not run successfully for any reason, then control passes through the failure branch of the Run
External Script node.
If the current call is not at a Unified CVP when the Run External Script node executes,
Packaged CCE sends the call to the associated Network VRU, as executing a Send to VRU node.
Design scripts so that the Failure branch of a Run External Script Node contains a test for the Call.VRUStatus variable. If
the value is 2, the VRU is likely to be not functioning properly. Therefore, the script avoids executing any subsequent Run
External Script nodes on this Failure branch.
When an uninterruptible script is used in a Run External Script node, the CallRouter waits for the script result from the
VRU. It then executes the next node. Calls can only be routed when they reach an interruptible node. The Wait node and interruptible
Run External Script node ( micro apps) are interruptible. Every other node is uninterruptible.
Following is the Properties dialog box for the Run External Script node:
Define Run External Script node properties as follows:
Packaged CCE Script/External Script Name you want to execute.
comments and connection labels.
The following table lists the possible values for the VruStatus variable:
Table 1. VruStatus Variable Codes
The last VRU node was successful.
The last VRU node failed because of a routing or
The last Send To VRU failed because the routing client did not respond within 20 seconds or the last Run External Script node
failed because the timeout limit defined for the script expired.
The last VRU node did not complete because the caller
hung up or was otherwise lost. (Because this causes the
routing script to terminate immediately, this value is
The last VRU node failed because communication with
the VRU ended unexpectedly.
The VRU failed because the referenced VRU script was not found in the
Packaged CCE configuration.
Call Queuing at
You can queue a call at a Network VRU until a specific resource becomes available. A call can be queued for one or more skill
groups, or a precision queue. As soon as an agent becomes available at one of the specified targets, the call is removed from the queue
and sent to the target.
Place a call in
a precision queue.
Place the call in one or more skill groups.
Adjust the priority of call in a queue for one or more skill groups.
current call from any queues to which it is assigned.
The call is
first sent to the Network VRU. This step is required before you queue the call.
The call is
queued for three skill groups.
If the call is successfully queued, the script cycles between a Wait node and a Run External Script node so that the caller
hears an announcement every 30 seconds.
If an agent in one of the skill groups becomes available, the call is removed from queue and taken back from the Unified CVP. Routing script execution ends and the call is delivered to the target.
You could use other nodes like Queue to Skill Group or Queue to Precision Queue to queue the calls to different targets.
Do not use the nodes like Route Select to queue the calls when the script cycles between a Wait node and a Run External Script
In this scenario,
you would likely make the VRU script interruptible so that the routing script
can retrieve the call immediately when the resource becomes available.
Place a Call in Queue
You can place a call in queue at a Unified CVP for one or more skill groups using the Queue node (in the Queue tab of the Palette).
If an agent becomes available in one of the skill groups, the call is routed to that resource.
If the current call is not at a Unified CVP when the Queue node executes, Packaged CCE sends the call to the associated Network
VRU. (This does not apply to Type 2 VRUs, which are VRUs at customer premises.)
The Queue node includes a Priority field, which sets the initial queuing priority for the calls processed through this node versus other calls queued for the
same target. The priority is expressed as an integer from 1 (top priority) to 20 (least priority). The default value is 5.
If more than one call is queued to a group when an agent becomes available, the queued call with the lowest priority number
is routed to the target first. For example, assume an agent in a skill group becomes available and two calls are queued to
that skill group. If one call has priority 3 and the other has priority 5, the call with priority 3, the lower value, is routed
to the skill group while the other call continues to wait.
The Queue node does not actually result in instructions being sent to the VRU. When queuing occurs the Queue node exits immediately
through the success branch and the call is assumed to be at the VRU; the script should then continue with a Run External Script
node to instruct the VRU what to do while holding the call until an agent to becomes available. Typically this would invoke
a Network VRU script that plays music-on-hold, possibly interrupted on a regular basis with an announcement.
Following is the Properties dialog box for the Queue node:
Define Queue node properties as follows:
To change the queue type:
Click Change. The Queue Type dialog box opens.
Select a Target Type (Skill Group). You cannot reference more than one type of target within a single Queue node. To queue a call to more than
one target type, execute multiple Queue nodes sequentially.
Optionally, select a Priority to set the initial queuing priority for calls processed through this node versus other calls
queued for the same target: 1 for top priority to 20 for least priority. (The default is 5.)
Optionally, check Enable Target Requery.
When Target Requery is enabled in a Queue node and a Requery happens, for example because the call is presented to an available
agent, but the agent does not answer, the script continues through the failure terminal. The script can then inspect the call
variable RequeryStatus to determine what to do next. The typical action in case of a No Answer would be to Queue the call
again, possibly to other skill groups, and possibly increase the priority so that it is taken out of the queue before regular
Click OK to close the Queue Type dialog box.
To add targets:
Click Add Targets. The Add Targets dialog box opens, listing available targets of the type you specified.
Use the Available Targets list and the Add button to select targets.
Click OK to close the Add Targets dialog box. The target members you selected appear in the Properties dialog box.
Optionally, continue defining Target Type information for the Route (Drop-down list) member. This is the route to send the call to when an agent in the target type becomes available.
(The drop-down list includes all routes associated with the target.)
Optionally, add connection labels.
What to do next
When processing a Queue node, the router first checks for an available target, if there is none available then the router
attempts to queue the call. The call does not move to the VRU if there is an available agent.
You can use the
Precision Queue script node to queue a call or task based on caller requirements until
agents with desired proficiency become available. This node contains multiple
agent selection criterion which are separated into steps.
A single call can be
queued on multiple precision queues. If an agent becomes available in one of
the precision queues, the call is routed to that resource. You cannot reference
multiple precision queues with a single Precision Queue node. However, you can
execute multiple Precision Queue nodes sequentially to achieve this.
The Precision Queue
node includes a Priority field, which sets the initial queuing priority for the
calls processed through this node versus other calls queued to the other
targets using different nodes. The priority is expressed as an integer from 1
(top priority) to 10 (least priority). The default value is 5.
If more than one
call is queued to a precision queue when an agent becomes available, the queued
call with the lowest priority number is routed to the target first. For
example, assume an agent in a precision queue becomes available and two calls
are queued to that precision queue. If one call has priority 3 and the other
has priority 5, the call with priority 3, the lower value, is routed to the
precision queue while the other call continues to wait. If the priorities of
the two calls are same, then the call queued first is routed first.
instructions are not sent to the VRU. If a call enters the Precision Queue node
and no resource is available, the call is queued to the precision queue and the
node transfers the call to the default VRU, if the call is not already on a
VRU. The script flow then exits immediately through the success branch and
continues to a Run External Script node to instruct the VRU what to do while
holding the call until an agent becomes available. Typically, this invokes a
Network VRU script that plays music-on-hold, possibly interrupted on a regular
basis with an announcement. The script flow can also use other queuing nodes to
queue the same call to other targets, for example, Queue to Skill Group and
Queue to Agent.
The following list
describes the Precision Queue Properties dialog box for a static precision
queue script node.
The following property
is unique to static precision queues:
Drop-down list—To route
calls that enter this node to a static precision queue, you must select a
precision queue from the list.
properties are common to static and dynamic precision queues:
Select Precision Queue radio
buttons—You can select one of the following options for each a precision
option to choose a single precision queue to be selected for all the calls that
enter this node.
option to select a precision queue on a call-by-call basis based on a formula.
precision queue option is enabled only for System Administrators. For other
users, this option is disabled.
select the initial queuing priority for calls processed through this node, you
can select from 1 to 10. The default is 5.
Enable target requery check
box—To enable the requery feature for calls processed through this node,
select this check box. When a requery occurs, for example if a call is
presented to an available agent and the agent does not answer, the script
continues through the failure terminal. The script can then inspect the call
variable RequeryStatus to determine what to do next. The typical action in case
of a No Answer is to queue the call again to other precision queues, and
increase the priority so that it is taken out of the queue before regular
Wait if Agents Not Logged In check box — When this check box is selected and the agents who are associated with a step are not logged in, then the router will wait
for the time that is configured for that step. When this check box is not selected, the router will not wait on any step.
However, on the last step, the router will wait indefinitely irrespective of the selection.
The following list
describes the Precision Queue Properties dialog box for a dynamic precision
queue script node.
Use dynamic precision
queues when you want a single routing script for multiple precision queues (for
example, when the overall call treatment does not vary from one precision queue
to another). Dynamic precision queues can simplify and reduce the overall
number of routing scripts in the system.
precision queue option is enabled only for System Administrators. For other
users, this option is disabled.
properties are unique to dynamic precision queues:
Find By radio buttons—To
dynamically route calls that enter this node to a Precision Queue name or ID,
use the Find By radio buttons.
Precision Queue Name
radio—Select this option to dynamically route calls that enter this node to
a Precision Queue name.
Precision Queue ID—Select
this option to dynamically route calls that enter this node to a Precision
Formula Editor button—To determine to which Precision Queue name or ID to route calls that enter this node, click the Formula Editor button to
create a formula. The formula is then evaluated at run time to select a precision queue by either name or by database ID.
For example, you can use the formula "Call.PeripheralVariable4" to look up the Precision Queue if call variable 4 contained
the Precision Queue name, as a result of a database lookup or from Unified CVP call processing.
The section on static precision queues describes the properties that are common to static and dynamic precision queues.
Queuing Behavior of
the Precision Queue Node
Precision queues internally are configured with
one or more time-based steps, each with a configured wait time. After a call is
queued, the first step begins and the timer starts. This occurs although the
execution path of the script exited the success node and a new node may be
targeted (for example, Run Ext. Script).
If the timer for the
first step expires, control moves to the second step (assuming one exists), and
so on. As long as the call remains in queue and there are steps left to
execute, the call internally continues to move between steps regardless of the
path the call takes after it leaves the precision queue node. If a call is
queued to two or more precision queues, the call internally walks through the
steps for each precision queue in parallel. After the call reaches the last
step on a precision queue, it remains queued on that step until the call is
routed, abandoned, or ended.
Adjust Priority of a Call in a Queue
You can override the priority of a call in queue set by the Queue node by
using the Queue Priority node (in the Queue tab of the Palette).
The original priority of the call in queue is set by the Queue to
Skill Group node or the Precision Queue node.
The call waits in queue for 20 seconds while the caller listens to
Call control passes to a second Wait node.
If 20 more seconds pass without an agent becoming available, the
Queue Priority node executes and raises the call's priority in
Only use the Queue Priority node after a Queue to Skill Group node or a Precision Queue
node. Any subsequent use of the Queue to Skill Group node or the Precision Queue node results in
setting the queue priority back to the original setting for that node.
The Queue Priority node sets the priority for a call within all
queues that the call is placed in. If a call requires the
priority to be raised in one queue only, you should use a subsequent Queue to Skill Group
or Precision Queue node for only that skill group/queue (with the new priority).
Queuing priorities should be handled very carefully. Just increasing Queue priority does not get a call handled sooner. The
effect depends on the other call in the queue. For example, if all calls are treated using the example above, the priority
increase has no net effect. If the script above is only used for the Platinum customers while the Standard customers script
leaves them at the default priority level, the effect is that all Platinum customers that have been in queue for more than
20 seconds are handled first regardless of other customers in queue. As the delay for Platinum customers is greater than 20
seconds, no Standard customers are handled ever. The solution is to increase the priority level for Standard customers as
well, but only after they have been in queue for a longer period, for example 3 minutes.
Following is the Properties dialog box for the Queue Priority node:
Remove Call from a Queue
You can remove a call from any queues by using the Cancel Queuing node (in
the Queue tab of the Palette).
You do not have to define properties for the Cancel Queuing node. You can
optionally add comments or connection labels.
You can halt script execution for a specified number of seconds by using the Wait node (in the Queue tab of the Palette).
The Wait node simply stops script executing for the specified number of seconds. In the meantime, the Network VRU is waiting
You must set protocol time-out variables in Unified CVP to a value greater than the longest wait node used in the script.
Following is the Properties dialog box for the Wait node:
Define Wait node properties as follows:
In the Timeout
in field, specify an interval to wait, in seconds.