Cisco Cisco Customer Voice Portal 8.0(1)

This appendix provides information about transferring and queuing calls with Customer Voice Portal. It 
includes:

An outline of the transfer types available to the Customer Voice Portal.

Information about how Customer Voice Portal uses ICM labels in transferring calls.

Examples of several Customer Voice Portal call transfer scripts.

Audience: Customer Voice Portal System Managers, VoIP Technical Experts, ICM/NAM System 
Managers. 

Essentially, the NAM/ICM categorizes IVRs into one of two types:

Intelligent Peripheral IVRs, where—under NAM/ICM control—the carrier network routes calls to 
the IVR and then removes calls from the IVR for delivery to agents. With Intelligent Peripheral 
IVRs, once the IVR’s prompting or queuing treatment has been completed, the IVR typically has no 
further role to play for that call.

Service Node IVRs, where—following prompting/queuing treatment—the IVR initiates call 
delivery to agents, who are under NAM/ICM control. When functioning as a Service Node IVR, the 
Customer Voice Portal can stay involved with a call even after it has been transferred to another VoIP 
endpoint.

The Customer Voice Portal can act as either IVR type. However, to be able to access all the benefits of 
the Customer Voice Portal functionality, you should deploy the Customer Voice Portal as a Service Node 
IVR.

For complete information about the deployment options available for Customer Voice Portal, see