Cisco Cisco Customer Voice Portal 8.0(1) Design Guide
6-3
Cisco Unified Customer Voice Portal (CVP) 8.x Solution Reference Network Design (SRND)
OL-15989-06
Chapter 6 Calls Originated by Cisco Unified Communications Manager
Protocol Call Flows
Warm Consultative Transfers and Conferences
In a typical contact center call flow, most companies want to provide their agents with the ability to
transfer callers to a second agent, who might or might not currently be available. There are two ways to
do this transfer: blind transfer or warm consultative transfer (or conference).
transfer callers to a second agent, who might or might not currently be available. There are two ways to
do this transfer: blind transfer or warm consultative transfer (or conference).
In a blind transfer, the first agent dials a number and hangs up; the caller then gets connected to the
second agent or placed into a queue if necessary. This type of transfer does not involve a call originated
by Unified CM, and it is called Network Transfer. Network Transfer is also discussed in the section on
second agent or placed into a queue if necessary. This type of transfer does not involve a call originated
by Unified CM, and it is called Network Transfer. Network Transfer is also discussed in the section on
.
In a warm transfer or conference, the agent dials a number and is connected to the second agent while
the caller is placed on hold. The two agents can talk, then they can conference in the caller, and the first
agent can then drop off. If the second agent is not available, it is the first agent (and not the caller) who
is placed into a queue. All of this processing can take place without involving Unified CVP, unless the
first agent needs to be queued. In that case, the first agent's call must be transferred to Unified CVP, thus
creating a call originated by Unified CM.
the caller is placed on hold. The two agents can talk, then they can conference in the caller, and the first
agent can then drop off. If the second agent is not available, it is the first agent (and not the caller) who
is placed into a queue. All of this processing can take place without involving Unified CVP, unless the
first agent needs to be queued. In that case, the first agent's call must be transferred to Unified CVP, thus
creating a call originated by Unified CM.
Protocol Call Flows
This section describes the protocol-level call flows for calls originated by Unified CM in each of the
following relevant deployment models:
following relevant deployment models:
•
•
•
•
Note
Model #4, VRU Only with NIC Controlled Routing, is not discussed here because there is no NIC
involved with calls originated by Unified CM.
involved with calls originated by Unified CM.
Model #1: Standalone Self-Service
Model #1 does not involve Unified ICM. It arises when a Unified CM user dials a directory number that
connects to a Unified CVP VoiceXML gateway and invokes a Unified CVP VXML Server application.
The VoiceXML gateway is configured in Unified CM as an H.323 gateway or SIP trunk. The call flow
for this model is as follows:
connects to a Unified CVP VoiceXML gateway and invokes a Unified CVP VXML Server application.
The VoiceXML gateway is configured in Unified CM as an H.323 gateway or SIP trunk. The call flow
for this model is as follows:
1.
A caller dials a route pattern.
2.
Unified CM directs the call to the VoiceXML gateway.
3.
The VoiceXML gateway invokes a voice browser session based on the configured Unified CVP
self-service application.
self-service application.
4.
The Unified CVP self-service application makes an HTTP request to the Unified CVP
VXML Server.
VXML Server.
5.
The Unified CVP VXML Server starts a self-service application.
6.
The Unified CVP VXML Server and VoiceXML gateway exchange HTTP requests and VoiceXML
responses.
responses.