So far I've done many "transfer to IVR" only campaigns but never a "transfer to agent" campaign.
I've setup my admin script, my service, and my skill group but I know I'm missing something.
Is there a difference between the call type I need to setup for a predictive campaign?
Some guides talk about a "reservation routing script", how do I create one?
Do I use the same nodes, "Queue to skill group"?
I can't find any documentation on it, any help is appreciated.
I'm running ICM 6 with IP IVR 3.5.
The skill group configured in the campaign needs a matching routing script. It also requires an admin script to set the outbound control (dialing mode) and percentage.
Your routing script simply needs a "Select (LAA)" and a "Skill Group" node, since you are not queuing the reservation call - the Dialer will only place it when it has an agent available. Make sure there is a call type for scheduling, and the MR dialed number is attached.
Read the ICM Scripting Guide - Scripting in an Outbound Environment (Release 7.0(0) May 2007 - page 200) etc.