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The dialed number selects a call type. The call type is the report bucket and the script.
- Inbound — The carrier call arrives at the ingress gateway and is handed to CVP.
- Route request — ICM matches the dialed number to a call type, then a script.
- Queue / IVR — Treatment stays on CVP and VVB until the script selects an agent.
- Reserve — The agent desktop shows Reserved, then the phone must actually ring.
Reserved with a silent phone is a device or CTI problem, not proof that the queue is empty. CUIC intervals follow the call type you scripted. A skill group is not a substitute bucket.