Cisco Cisco IPCC Web Option Release Note

Using the Service and Enterprise Service Nodes

You do not need the Service node or Enterprise Service node to route calls to IPCC agents
because services are not required for IPCC agents.

Using the Scheduled Select and Divert Label Nodes

CallManager does not support the Scheduled Select node and Divert Label node. You cannot
use these nodes to route calls to IPCC agents.

Using IVR as a Queue Point

IPCC relies on the IVR to queue the call while it is waiting for an available agent.

ICM sends the call to the IVR port for queuing:

1. To provide the call with a termination point that will allow the VoIP Gateway to return

the correct signals or messages back to the PSTN.

2. Provide announcements or music or expected wait time or initial position in queue to the

caller while they are waiting for an agent. Allow the caller an option to leave a message
if the caller does not want to wait for an agent.

3. To obtain further information from the caller that is not sent from the network

The IVR will let ICM know when the caller disconnects via the Event Report Message with
Event Type of either DISCONNECT or ABANDON. When an agent becomes available, ICM
will automatically instruct the IVR to route the call to the agent through the Connect message.

Interruptible vs. Non-Interruptible

If the VRU script is collecting digits from the customer in order to ascertain information regarding
the caller that is crucial for a screen pop or call routing, put the VRU script in a non-interruptible
mode.

If a call was queued to a skill group through a Queue to Skill Group or Queue to Enterprise
Skill Group node and then sent to VRU in order to hear a non-interruptible VRU script, if during
the time that the caller is interacting and listening to the non-interruptible VRU script, an agent
becomes available, the call will not be connected to the agent. ICM only looks for available
agents for that call when the VRU script is finished and the call executes an ?interruptible node?
such as a Wait node or a Run External Script node for a VRU script that is interruptible. The
call will, however, maintain its place in the queue so when the call does become available for
an agent, it will be answered before calls that came in afterward it (assuming the same priority).

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)