Cisco Cisco IP Contact Center Release 4.6.1 User Guide

•

Tasks Routed. This field is incremented.

The following script is used for the consultative transfer in this example:

In this script, the script first tries to select an available agent for the consultative transfer using the LAA
(Longest Available Node) from the appropriate skill groups. If an agent is not available, the script then
performs a translation route to VRU and queues the agent's call to the appropriate skill groups. During
queuing, the VRU plays music on hold. Labels are used for default routing in case the the Translation
Route to VRU, Queue to Skill Group, or Run Ext. Script nodes fail.

The following events occur:

1.

A customer calls the contact center at 9:05:09 a.m.

2.

The script uses the LAA (longest available agent) node to select an available agent.

3.

The agent's phone rings.

4.

The agent answers the phone at 9:05:11 a.m.

5.

The agent decides that the caller needs to be transferred to a different agent.

6.

The agent puts the caller on hold at 9:10:53 a.m.

7.

The agent presses the consult button on the desktop and enters the dialed number for the skill group.

8.

The dialed number is associated with a call type for transfer and conference. The call type invokes
a routing script that uses the LAA node to select an available agent in that skill group.

9.

The second agent answers the call at 9:11:02 a.m. and consult with the first agent.

10.

The first agent transfers the call to the second agent at 9:22:46 a.m.