Cisco Cisco Customer Voice Portal 8.0(1)

For requery and network transfer to work, you must define “dummy” VRU labels, even if the 
Customer Voice Portal is the main routing client. In addition, in a NAM/CICM configuration, these 
labels must be defined identically on both the NAM and CICM. 

A limitation of the Customer Voice Portal software is that you cannot use NAM/ICM feature of 
substitution variables (such as %1).

Labels for Customer Voice Portal calls which will require outpulse transfer mode must be 
pre-pended with the characters DTMF. By configuring the target label with the form DTMFnnnnn 
(where nnnnn are the digits to outpulse) the Customer Voice Portal will send the digits to the ingress 
gateway for outpulsing. (Conversely, a label not intended for outpulse transfer mode use cannot 
begin with DTMF.)

For example, to use the AT&T Transfer Connect feature to transfer the call to the number “4441234” 
the label would be configured as DTMF*84441234. 

In outpulse transfer mode, the Customer Voice Portal will send whatever digits are in the 
label to the Gateway for outpulsing. It is the customer’s responsibility to confirm 
interpretability with the target switch.

The remainder of this appendix provides examples of Customer Voice Portal call transfer scripts.

A limitation of the Customer Voice Portal software is that the Script Editor Busy and Ring nodes are not 
supported.

This example shows sample ICM Configuration Manager and Script Editor screen captures for a Menu 
application that plays a prompt presenting a menu (“Our office hours are between 8 AM and 6 PM. If 
you would like to talk to a customer service representative, press 0 at any time.”) and then does the 
following:

If the call presses 0, collects the digit, and then routes and queues the call.

If the caller does not press 0, releases the call.