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New Member

Help with configuring ICM and Script for Queuing Calls

Does anyone have a detail step by step configuration example for configuring ICM and creating a script for queueing a call and sending call to next available agent.

I have been trying for sometime and seems to be drawing blanks at this point.

When I call the route point the call is queued but when the agent becomes available, the call is never delivered.

Conversely when I use call tracer, it works perfectly.

I am in desperate need of help at this stage. Thanks

7 REPLIES
New Member

Re: Help with configuring ICM and Script for Queuing Calls

If the call is getting to the queue then check the ICM VRU Script to make sure the Interuptible box is checked otherwise the call will stay queued until the IVR script is complete.

Hall of Fame Super Silver

Re: Help with configuring ICM and Script for Queuing Calls

What Phone system did you integrate with, is it Callmanager?

Check the confiuration of the phone system to make sure that ICM (in case CCM cti rp or cti ports) have access to reach the phones.

Chris

New Member

Re: Help with configuring ICM and Script for Queuing Calls

The integration is with call manager. Under our normal operations the system works fine in terms of calls getting delivered to agents. I am trying a pilot project where some Queuing is required and trying to modify an existing script.

New Member

Re: Help with configuring ICM and Script for Queuing Calls

The interruptable box is checked. As I mentioned, when I use the call tracer, the call gets queued and delivered to the agent perfectly. When I call from a physical phone the call get queued, but not delivered

New Member

Re: Help with configuring ICM and Script for Queuing Calls

Did you create a DeviceTarget for the agent? Do your skillgroups or service have a route configured? Also make sure the agent's phone is associated to your 'pg user' on CCM. A call wouldn't goto agent if one of the above isn't configured or missing.

HTH,

Sulabh

Please rate all posts.

Silver

Re: Help with configuring ICM and Script for Queuing Calls

Well if he dont have DeviceTarget configured ICM will not be able to deliver any Calls directly to Agents (Without Queue) which isnt what he said.

In IPCC Enterprise you just do "Queue to Skillgroup" Node after the "Translation Route to VRU", fill in the Skillgroup+Route. Works fine for me.

Karzazi

New Member

Re: Help with configuring ICM and Script for Queuing Calls

In the Queue node of script, the route will not be available till you have not configured it in your services. Go in to service explorer from Configuration manager and configure the Route list. Add the skill group in services then check your script again.

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