Created by: Raghavendra Rao on 12-04-2012 08:23:01 PM Hi, We are trying to implement a additional queue (Expert queue) in addition to the several queues in the call flow. (Comprehensive call flow with ICM and CVP) . Call flow is as follows 1. Call comes in ---Main Scripts ---CVP(IVR) ---Agents ( I set user.microapp.media_server to http://cvp:7000/ ). 2. Once the Agents answer they can consult/Transfer to other Skill group ( here queing is using the same CVP application ,(of course we set different value in User.microapp.ToExtVXML parameter to identify whether call is for IVR or for Queeing). 3. We want to implement another Internal Queue only for consult with other expert agents : and we want to use microapps (Play media) for playing queue music if agents are busy. I believe I have to set the media_server to http://cvp , locale to "en-us" and media_lib to " sys " and place the queue music in that location. Here is the scenario I need some help. 1. Agent1 answered customer call ( In this call context the media_server is http://cvp:7000 ) 2. Agent 1 initalted a consult and there was no agent available so goes to queue ( now media_server is http://cvp/ )(this queue is using microapp,PM) 3. Agent 2 answered. 4. Agent1 is talking to customer now. 5. Agent1 trasnsfering the call to other Skill group.. 6. Customer is in Queue... ( this queue is using cvp application) Will this approach work ?. Thanks in advance..
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