Cisco Cisco Unified Customer Voice Portal 10.5(1)
B-6
Cisco Customer Voice Portal (CVP) Release 3.0(0) Configuration and Administration Guide
Appendix B Transferring and Queuing Calls with CVP
Script Examples
Example: Queue and Transfer to a Skill Group
The ICM can queue a call to an agent group and instruct the CVP to entertain the caller with IVR
scripting using the Run VRU Script and other nodes. When the resource becomes available, the ICM tells
the CVP to cancel the original request, the CVP then confirms the cancel request, the ICM sends the
label for the destination, and the CVP or network will transfer the call to a freed-up agent.
scripting using the Run VRU Script and other nodes. When the resource becomes available, the ICM tells
the CVP to cancel the original request, the CVP then confirms the cancel request, the ICM sends the
label for the destination, and the CVP 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 CVP parameters:
–
M. Menu
–
Queue. Media File name
2.
The Configuration Param field containing the following CVP parameters:
–
1-2,0. The numbers. 1, 2, and 0 are valid options