Cisco Cisco Unified Customer Voice Portal 10.0(1)
B-9
Cisco Internet Service Node (ISN) Configuration and Administration Guide
OL-1251-03
Appendix B Transferring and Queuing Calls with ISN
Transferring a Call from Agent to Agent
Transferring a Call from Agent to Agent
When a call is transferred from ISN to an agent, and that agent wants to transfer the call to another agent,
the agent can make that transfer using either the agen’ts IP phone or agent desktop. Transfers from the IP
phone are made using CTI route points that point to an ICM script. Transfers from the agent desktop are made
using the Dialed Number Plan.
the agent can make that transfer using either the agen’ts IP phone or agent desktop. Transfers from the IP
phone are made using CTI route points that point to an ICM script. Transfers from the agent desktop are made
using the Dialed Number Plan.
For network transfer from either the IP phone or CTI OS Agent Desktop, you must Queue the call to skill
group in the first ICM script, for example "NetXfer1", to create the call context. In this script, the
"networkTransferEnabled" flag must be set to "1".
group in the first ICM script, for example "NetXfer1", to create the call context. In this script, the
"networkTransferEnabled" flag must be set to "1".
Configuring network transfer from IP phone:
Step 1
Define a CTI Route Point, for example "9999", in the Cisco CallManager Associate it with the JTAPI
User that is connected to IPCC PIM in ICM.
User that is connected to IPCC PIM in ICM.
Step 2
In ICM Admin Workstation, define a Dialed Number for IPCC PIM and a call Type for that dialed
number. This call type can then be associated with a ICM Script, for example "NetXfer2".
number. This call type can then be associated with a ICM Script, for example "NetXfer2".
Note
Do not define the labels of agents for the IPCC PIM. Instead, define the labels for VRU PIM so
that the route result will be returned to VRU instead of IPCC PIM. If you do define the agent
labels for the IPCC PIM, the ICM router returns the route result to the VRU PIM if "Network
Transfer Preferred" is enabled on the IPCC PIM and VRU PIM and returns the route result to the
IPCC PIM if "Network Transfer Preferred" is disabled on the IPCC PIM and VRU PIM.
that the route result will be returned to VRU instead of IPCC PIM. If you do define the agent
labels for the IPCC PIM, the ICM router returns the route result to the VRU PIM if "Network
Transfer Preferred" is enabled on the IPCC PIM and VRU PIM and returns the route result to the
IPCC PIM if "Network Transfer Preferred" is disabled on the IPCC PIM and VRU PIM.
Step 3
When the call is delivered to Agent 1 using the ICM Script "NetXfer1", the agent can dial the number
9999 to send the call to another script "NetXfer2" .
9999 to send the call to another script "NetXfer2" .
Configuring network transfer from CTI OS Agent Desktop
Step 1
Define a "Dialed Number Plan" in ICM. The routing client is the IPCC PIM and dialed number will be
the one defined before for the IPCC PIM, i.e. IPCC_PIM.9999 .
the one defined before for the IPCC PIM, i.e. IPCC_PIM.9999 .
Step 2
Set Post Route to be "Yes" and Plan to be international.
Step 3
In the Agent Desk Settings, check all the "Outbound access" check boxes.
Configuring IPCC Re-route On No Answer for ISN
This section describes how to use the Re-route On No Answer function when using ISN as a queue point
for IPCC.
for IPCC.
Summary
When using IPCC with ISN as a queuing point and routing client, Re-route On No Answer needs to be
configured differently than when using it with IP-IVR. The difference is caused by the fact that when
using IP-IVR the call control is with CallManager whereas, with ISN, the call control is with ISN.
configured differently than when using it with IP-IVR. The difference is caused by the fact that when
using IP-IVR the call control is with CallManager whereas, with ISN, the call control is with ISN.