VRU Scripts

Cisco VRU script design does not handle complete calls, but provides different call-handling instructions to be executed sequentially by the Cisco Unified CCX server. For example, the VRU scripts may play a prompt or acquire dual tone multi-frequency (DTMF) values.

The VRU scripts run when the Cisco Unified ICME software sends a Run VRU Script request to the Cisco Cisco Unified CCX system using a Run VRU Script node in an ICM script. Before the Cisco Unified ICME software can call a VRU script, you must configure and upload the script to the Repository. (For details, see the Script Management information in the Cisco Unified Contact Center Express Administration and Operations Guide.)

PreConnect scripts and VRU scripts that run when Cisco Unified ICME software sends a connect request to the Cisco Unified CCX system before the Cisco Unified CCX system routes the call. When the Cisco Unified CCX system receives the connect request, it checks the Expanded Call Context variable. If the variable is empty, the Cisco Unified CCX system routes the call to the label sent by the Cisco Unified ICME. If the VRU Script Name variable is not blank, the Cisco Unified CCX system simulates a Run VRU Script request, using the first token of the variable as the file name of the VRU script to run. In addition, the Cisco Unified CCX system sends the ConfigParam variable and other tokens in the VRU Script Name variable to the PreConnect script.

If the PreConnect script returns a result of false, the Cisco Unified CCX system handles it as a failure-to-connect error, and does not attempt to route to the requested destination.

You must enable the VRU Script Name expanded call variable to use this feature. If you want to send values using the ConfigParam variable, you must enable the ConfigParam expanded call variable. For more information, see the Using Expanded Call Variables.