Cisco Unified Customer Voice Portal: Building Unified Contact Centers

Network VRU Types

This section examines the different Network VRU types defined within Unified ICM and how they each relate to Unified CVP deployments. It begins with an overview of Unified VRU Types and then details how Unified CVP operates as a Type 10, 5, 3 and 7, or 8 and 2. The terms Voice Response Unit (VRU) and Interactive Voice Response (IVR) are used interchangeably in the following sections.

Overview of Unified ICM Network VRUs

This section describes the types of Unified ICM VRUs used for Unified CVP applications. Unified ICM perceives calls that need IVR treatment as having two portions: the Switch leg and the VRU leg. The Switch is the entity that first receives the call from the network or caller. The VRU is the entity that plays ...