Cisco Cisco Customer Voice Portal 8.0(1)

Figure 40: Transfer to Skill Group in Comprehensive Mode

Example: Queue and Transfer to a Skill Group

Unified ICME can queue a call to an agent group and instruct Unified CVP to entertain the
caller with IVR scripting using the Run VRU Script and other nodes. When the resource becomes
available, Unified ICME tells Unified CVP to cancel the original request, Unified CVP then
confirms the cancel request, Unified ICME sends the label for the destination, and Unified CVP
or the 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.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)