Agent route call to IVR and retrieve back

Hi all,
I'm currently using UCCE with CVP v8.5. In this scenario, i would like the agent to transfer the current call to the IVR for the caller to perform authentication. The agent shouldn't be allowed to hear the dtmf tones that is being entered by the caller. During the IVR process, the agent should not be allowed to receive any other call. Once completed, the caller will go back to the same agent.
Other than using conference (where the agent will hear the dtmf tones), is there any other method to achieve this?
Thanks!
-JT-

Hi Loh,
Hope you are doing well.
Create an enterprise skill group and assoiciate it with the skill group you want for this flow. In ICM script there is a node called queue to agent. Under that node use agent selection by skill target ID. and in the expression use the prefered agent id variable. It will make sure that tha call goes to the same agent. just before the queue node set the priority highest for this caller. For this you can use the priority node. Below link will help to configure it properly.
http://docwiki.cisco.com/wiki/Sticky_Agent_Configuration
Now in the agent desktop setting change the wrapup time accordingly. Let say for pin authentication you need 20 sec then make the wrapup time 25 sec. This extra 5 sec will allow the caller in the queue (to hear pls wait while we transfer to the agent) and the call will land to the same agent.
Thanks and Regards,
Ashfaque

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