Cisco Cisco Customer Voice Portal 8.0(1)

Transferring and Queuing Calls with Unified CVP

IVRs from Unified ICME's Perspective

Essentially, Unified ICME categorizes IVRs into one of two types:

•

Intelligent Peripheral IVRs, where—under Unified ICME's 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 treament—the IVR initiates call
delivery to agents, who are under Unified ICME's control. When functioning as a Service
Node IVR, Unified CVP can stay involved with a call even after it has been transferred to
another VoIP endpoint.

Unified CVP can act as either IVR type.

Note: For complete information about the call flow models available for Unified CVP, see
Chapter 2, "

," in Part 1.

Transferring Calls Using Unified CVP in Comprehensive Mode

This section provides examples of Unified CVP call transfer scripts.

Note: The Script Editor Busy and Ring nodes are not supported.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)