Cisco Cisco Customer Voice Portal 8.0(1)
B-11
Cisco Customer Voice Portal (CVP) Release 3.1(0) Configuration and Administration Guide
Appendix B Transferring and Queuing Calls with Customer Voice Portal
Script Examples
Example: Queue and Transfer to a Skill Group
The ICM can queue a call to an agent group and instruct the Customer Voice Portal to entertain the caller
with IVR scripting using the Run VRU Script and other nodes. When the resource becomes available,
the ICM tells the Customer Voice Portal to cancel the original request, the Customer Voice Portal then
confirms the cancel request, the ICM sends the label for the destination, and the Customer Voice Portal
or network will transfer the call to a freed-up agent.
with IVR scripting using the Run VRU Script and other nodes. When the resource becomes available,
the ICM tells the Customer Voice Portal to cancel the original request, the Customer Voice Portal then
confirms the cancel request, the ICM sends the label for the destination, and the Customer Voice Portal
or network will transfer the call to a freed-up agent.
This example shows sample ICM Configuration Manager and Script Editor screen captures for a Menu
application that plays a prompt presenting a menu (“For Checking, press 1. For Savings, press 2. To
speak to a customer service representative, press 0.”), retrieves any caller-entered digits, then routes and
queues the call.
application that plays a prompt presenting a menu (“For Checking, press 1. For Savings, press 2. To
speak to a customer service representative, press 0.”), retrieves any caller-entered digits, then routes and
queues the call.
Figure B-3
Queue Menu Configuration
The Network VRU Script List tool’s Attribute tab in
shows:
1.
The VRU Script Name field containing two Customer Voice Portal parameters:
–
M. Menu
–
Queue. Media File name
2.
The Configuration Param field containing the following Customer Voice Portal parameters:
–
1-2,0. The numbers. 1, 2, and 0 are valid options