After the call queued in the IP IVR, and the Agent become available. Who does the transfer for that Agent when the ICM instruct the IP IVR via the SCI to do the transfer?
Is the IP IVR or the CallManager?
If the CallManager does this transfer to the agent that become available recently, that means a label should be returned to the CallManager from the route script at the ICM, any one can advise how this process happen?
And in that case, the label returned to the CallManager or to the IP IVR which return it to the CallManager?