VRI

Last Updated : Mar 07, 2017 |

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.