I am trying to run a progressive campaign, wherein the cusotmer answers the call and call should be transferred to the agent, if the agent is unavailable the call should be held in queue by playing a queue music using a micro-app.
Just wanted to ensure the setup is right and if I am going in the right path.
ICM 7.2, CM 6.0, CVP 4.0
I have a CTI route point created which would trigger a routing script to transfer the customer calls. This route point is also configured for the campaign as IVR route point. In the routing script I am using a send2vru(type 10) node to return back a label to call manager, this label would be a route pattern in the call manager pointing to call server via sip trunk and then from call server to gateway invoking a bootstrap. Send2vru is successful and I am able to hold the call in queue by playing a queue music using a micro app.
1. If I wanted to transfer calls to particular VRU only, then I need to create a separate customer for that instance and create a network VRU. Based on the dialed number and the customer associated, the send2vru node would send a label to the required CVP/CM configured under the network vru. Is it right????
2. Would send2vru approach would be fine, or do i need to use translation route to vru. What would be the pros/cons of using a translation to vru over a send2vru node for THIS SCENARIO ONLY.
Which would be the best approach to use it for a progressive flow ??