Cisco Cisco Unified Customer Voice Portal 10.0(1)
B-6
Cisco Internet Service Node (ISN) Configuration and Administration Guide
OL-1251-03
Appendix B Transferring and Queuing Calls with ISN
Script Examples
Example: Queue and Transfer to a Skill Group
The ICM can queue a call to an agent group and instruct the ISN to entertain the caller with IVR scripting
using the Run VRU Script and other nodes. When the resource becomes available, the ICM tells the ISN
to cancel the original request, the ISN then confirms the cancel request, the ICM sends the label for the
destination, and the ISN or network will transfer the call to a freed-up agent.
using the Run VRU Script and other nodes. When the resource becomes available, the ICM tells the ISN
to cancel the original request, the ISN then confirms the cancel request, the ICM sends the label for the
destination, and the ISN or 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.
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.
Figure B-3
Queue Menu Configuration
The Network VRU Script List tool’s Attribute tab in
shows:
1.
The VRU Script Name field containing two ISN parameters:
–
M. Menu
–
Queue. Media File name
2.
The Configuration Param field containing the following ISN parameters:
–
1-2,0. The numbers. 1, 2, and 0 are valid options