Voice Response Integration (VRI) integrates Call Vectoring with the capabilities of Voice Response Units (VRUs).
You can perform the following tasks:
Pass data between the system and a VRU.
Pool IVR ports for multiple applications.
Run a VRU script while a call is in a queue, retaining the position of the call in the queue.
Run a VRU script while retaining control of a call in vector processing.
Tandem VRU data through a communication server to an ASAI host.
Use a VRU as an external announcement device.
Provide agent identifier in a system variable for vectoring use, when a customer call is redirected by the VDN Return Destination (VRD) feature into vector processing.
The converse-on command, which is part of Basic Call Vectoring, provides these capabilities. Use a converse-on step to integrate a VRU with ACD. With VRI, you can use the VRU capabilities while controlling a call in ACD.
Include VRUs with vector processing to take advantage of the following:
Audiotex applications
Caller information
Increased recorded announcement capacity
Interactive Voice Response (IVR) applications
Local and host databases
Speech recognition
Text-to-speech capabilities
Transaction processing applications
With VRI, contact centers can make productive use of call queuing time. For example, while a call is in a queue, the caller can listen to product information or can complete an IVR transaction. You can resolve caller queries, which reduces the time in a queue for other callers.
