About Network VRU Scripts

A Network Voice Response Unit (VRU) script is a script that runs on a network VRU (a telecommunications computer that responds to voice or caller-entered touch-tone digits). One or more network VRU scripts may be called by a Unified ICME routing script to handle the interaction with the caller and route the call appropriately.

About Unified CVP Micro-Applications

Network VRU scripts invoke Unified CVP micro-applications which are used to provide prompts, collect user responses and play .wav files while callers are queuing. Network VRU scripts can invoke the following micro-applications.

  • Play Media (PM): Plays a message that is contained in a media file or streaming audio file. This may be used, for example, to play a welcome message, or to play music while the caller is in a queue.

  • Play Data (PD): Retrieves data from a storage area and plays it to the caller in a specific format, called a data play back type. This data may be, for example, information retrieved from a database, or information entered by the caller.

  • Get Digits (GD): Plays a media file and retrieves one or more digits from the caller. For example, this micro-application may be used to prompt a caller to enter a password.

  • Menu (M): Plays a menu media file and retrieves a single digit from the caller. This is similar to the Get Digits micro-application, but it only accepts a single digit, and also checks that it is valid. This micro-application may be used, for example, to offer the caller several options in a menu, and retrieve the option chosen by the caller.

  • Get Speech (GS): Collects voice or tone dialing (DTMF) input from the caller. This micro-application may be used, for example, to retrieve a spoken "Yes" or "No" response from the caller or to detect that the caller has pressed the # key.

  • Capture (CAP): Captures and stores data about the call at that point in the routing script. The data collected can be used for analysis and reporting.

Use the Capture micro-application sparingly. It places a heavy processing load on the system, and may capture a lot of data that is not required along with data that is useful. Overuse of the Capture micro-application may reduce the call handling capability of the system.

About Network VRU Script Configuration

To define the network VRU script configuration you need to specify:

  • The network VRU script name, a composite string containing the micro-application to run, the associated media file (if required by the micro-application) and any parameters required by the micro-application. The value specified for the network VRU script name is used to derive the name to be used for the media file when it is uploaded.

  • The configuration parameters to be passed to the Network VRU Script when it runs. This is a string, and the format depends on the micro-application specified.

  • The audio file to upload and associate with the Network VRU Script (where applicable). When the audio file is uploaded, it will be named with the media file name specified in the VRU script name string. If you specify an incorrectly formatted network VRU script name string, you will not be able to upload the audio file.

The audio file cannot be specified when the network VRU script is first created. Users must first create the network VRU script item, then edit it to specify the audio files.

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