Cisco Cisco Customer Voice Portal 8.0(1)

 describes the transfer types available to the Customer Voice Portal.

TDM Network Transfer 
(traditional take back and 
transfer)

Executes a PSTN transfer. The NAM/ICM sends a 
“transfer” command through the network NIC instead 
of issuing a label to the Customer Voice Portal. 

This method does not directly involve the Customer 
Voice Portal since the transfer messages are sent 
through the NIC to the PSTN.

Valid for Customer Voice Portal 
deployed as an Intelligent Peripheral 
IVR. 

The call must have been pre-routed by 
the NAM/Customer Voice Portal, so it 
can store the network call ID and use it 
to send the transfer command to the 
NIC.

IP Transfer (call delivery 
within the VoIP network)

Executes a “move” within the VoIP network, with the 
option of first providing IVR treatment to the caller. 
The Customer Voice Portal uses VoIP to switch the 
incoming call to an IP-based destination, where the 
destination may be the actual agent (on an IP Phone) or 
a Gateway that passes the call to the agent on a 
traditional telephone (usually behind an ACD/PBX).

A Gatekeeper is required for this type of transfer to 
resolve the NAM/ICM routing label into an IP address 
for the Customer Voice Portal to communicate with to 
route the call. 

Valid for Customer Voice Portal 
deployed as a Service Node IVR.

The call must be translation routed to a 
peripheral target (agent on TDM ACD) 
or be sent to a device target (IPCC 
agent) in order for the agent to request a 
subsequent transfer.

Hookflash Relay

Executes a brief interruption in the loop current that 
the originating call entity (Private Branch Exchange 
(PBX) or Public Switch Telephone Network (PSTN) 
switch) does not interpret as a call disconnect. Instead, 
once the PBX or PSTN senses the hookflash, it puts the 
current call on hold and provides a secondary dial tone 
that allows Customer Voice Portal to transfer the caller 
to another destination. Customer Voice Portal 
immediately hangs up, and the PBX/switch now has 
total control of the call. In this way, all resources are 
released from both Customer Voice Portal and the 
incoming gateway. 

To use the hookflash relay feature with 
Customer Voice Portal, the incoming 
call must originate from a 
17xx/2xxx/3xxx gateway through an 
analog FXO voice card or a T1 card 
configured for FXO loop start. This 
method of CVP transfer can be used in 
any deployment model except 
Advanced Speech. If the PBX supports 
receiving a trunk-side 200 millisecond 
hookflash, then you can use a 5XXX 
gateway with T1 e&m-fbg signaling. 
Automatic Number Identification (ANI) 
is not available with this type of 
signaling.

Outpulse Transfer

Executes a PSTN transfer from within the VoIP 
network. The Customer Voice Portal sends DTMF 
signals to a carrier network through the ingress 
Gateway, then the carrier network disconnects the call 
from the Gateway—and the Customer Voice 
Portal—and delivers it to the agent.

Valid for Customer Voice Portal 
deployed as a Service Node IVR.