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ACD contact center features
Voice Response Integration (Category A only)
Voice Response Integration (VRI) integrates Call Vectoring with the capabilities of voice
response units (VRUs) such as the Conversant Voice Response Unit (VRU). With
Conversant, you can:
Run a VRU script while retaining control of a call in vector processing
Run a VRU script while a call is queued, retaining its position in the queue
Pool Conversant ports for multiple applications
Use a VRU as a flexible external-announcement device
Pass data between the system and a VRU
Tandem VRU data through a communication server to an ASAI host
The converse-on command, which is part of Basic Call Vectoring, provides these
capabilities. Use a converse-on call-vector step to integrate a VRU with Automatic Call
Distribution (ACD). VRI allows you to use VRU capabilities while controlling a call in ACD.
Include VRUs with vector processing to take advantage of the following:
Access to local and host databases
Validation of caller information
Text-to-speech capabilities
Speech recognition
Increased recorded announcement capacity
Audiotex applications
Interactive voice-response (IVR) applications
Transaction-processing applications
VRI allows users to make productive use of queuing time. For example, while a call is
queued, a caller can listen to product information via an audiotex application or can
complete an interactive voice-response transaction. It may be possible to resolve the
caller's questions while the call is queued, which helps reduce queuing time for other
callers during peak times.
262 Communication Manager Guide to ACD Call Centers
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