Cisco Cisco IP Contact Center Release 4.6.1 Release Note

The VRU failed because the referenced VRU script was not found in ICM
software configuration.

VRU_SCRIPT_ NOT_FOUND

5

Queuing Calls at VRUs

You can queue a call at a Network VRU until a specific resource becomes available. A call can
be queued for one or more skill groups, an enterprise skill group, or one or more scheduled
targets. As soon as an agent becomes available at one of the specified targets, the call is removed
from queue and sent to the target.

Specifically, you can:

•

Place the call in a queue for one or more skill groups, an enterprise skill group, or one or
more scheduled targets.

•

Adjust the priority of call in a queue for one or more skill groups or scheduled targets.

•

Remove the current call from any queues to which it has been assigned.

For example:

1. The call is first sent to the Network VRU. This step is required before you queue the call.

2. The call is queued for three skill groups.

3. If the call is successfully queued, the script cycles between a Wait node and a Run External

Script node so that the caller hears an announcement every 30 seconds. If an agent in one
of the skill groups becomes available, the call is removed from queue and taken back from
the VRU. Routing script execution ends and the call is delivered to the target.

Note: In this scenario, you would likely make the VRU script interruptible so that the routing
script can retrieve the call immediately when the resource becomes available.

Placing a Call in Queue

You can place a call in queue at a VRU for one or more skill groups, enterprise skill group, or
one or more scheduled targets using the Queue node (in the Queue tab of the Palette).

Figure 82: The Queue Icon

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