V

Virtual Call Center. A distributed call center that acts as a single site for call handling and reporting purposes.

Visible Queue. When callers know how long the queue that they just entered is, and how fast it is moving (e.g., they hear a system announcement that relays the expected wait time). See Invisible Queue.

Voice Processing. A blanket term that refers to any combination of voice processing technologies, including Voice Mail, Automated Attendant, Audiotex, Voice Response Unit (VRU) and Faxback.

Voice Response Unit (VRU). Also called Interactive Voice Response Unit (IVR) or Audio Response Unit (ARU). A VRU responds to caller entered digits or speech recognition in much the same way that a conventional computer responds to keystrokes or clicks of a mouse. When the VRU is integrated with database computers, callers can interact with databases to check current information (e.g., account balances) and complete transactions (e.g. make transfers between accounts). See Voice Processing.