The Voice Response Unit (VRU ) in ARCOS is made up of several components.
Voice Response Unit (VRU)
Voice Response Unit (VRU). The VRU is the system that handles all phone calls for ARCOS. In order for employees to respond to callouts when called by ARCOS or to call in to ARCOS regarding callouts or updating certain information, they must login to the VRU through the phone with their VRU ID and personal identification number (PIN).
The Inbound VRU allows you to interact with ARCOS and perform such tasks as responding to a callout, changing your availability, requesting a test phone call, changing or adding contact numbers, setting temporary numbers, or changing your PIN number. Not all of these tasks are available to every company, depending on their configuration of ARCOS.
Click here to view Setting Up the VRU to Receive Callouts.
The Outbound VRU system allows ARCOS to interact with employees by contacting them for callouts and notifications. If the Outbound VRU reaches the employee, it also allows the employee to accept or decline the callout position. If the Outbound VRU does not reach the employee, it leaves a message providing the callback phone number that the employee should use to appropriately respond to the callout. Companies can provide various information with the callout recording, including the location of the callout and additional, customized messages the company can create if it uses the Wave to Web feature.
The Digit Collection feature automatically captures all Touch Tone responses entered by an employee when using both the Inbound and Outbound VRU systems. These responses are displayed in the Call Detail report. All ARCOS customers have this functionality. Since the employee's VRU PIN is included in the Touch Tone responses, you should consider applying security to this report so only authorized personnel can access the Digit Collection results.
The Call Recording feature allows the audio playback of calls from the Outbound VRU System and into the Inbound VRU System on the user's PC. This functionality is available only to those customers who have purchased it. See the section on Call Recording for further information on this feature.
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