Cisco Cisco Customer Voice Portal 8.0(1) Design Guide

platform, then the caller will be queued until an available agent is selected by the TDM ACD. Call 
data can then be popped onto the agent screen. After receiving live assistance, the caller can either 
release or request to be transferred to another agent.

Regardless of whether the call was initially routed to a TDM IVR or ACD location, the caller can 
request to be transferred to another location. When this occurs, the TDM IVR or ACD will send a 
post-route request with call data (via its PG) to Cisco Unified ICM.

When Unified ICM receives this post-route request, it runs a routing script based upon the transfer 
dialed number and other criteria. The Unified ICM routing script selects a new target for the call and 
then signals to the Unified CVP Server H.323 Service to release the call leg to the originally selected 
termination and to extend the call to a new termination. The H.323 Service queries the H.323 
gatekeeper in order to get an IP address for the new termination.

When the call arrives at the new termination, the termination equipment sends a request to its PG 
for routing instructions. This step resolves a translation route that was allocated for this call to this 
new termination location, and it allows any call data from the previous location (IVR port or agent) 
to be passed to the new termination. Calls can continue to be transferred between locations using 
this same VoIP-based transfer call flow.

In addition to the transfers managed by Unified ICM (as described above), the Call Director deployment 
model can transfer calls to non-ICM terminations or invoke a Release Trunk Transfer in the PSTN. If a 
call is transferred to a non-ICM termination, then no call data can be passed to the termination, no further 
call control is possible for that call, and the cradle-to-grave call reporting that Unified ICM captures is 
completed. In the case of a Release Trunk Transfer, the ingress voice gateway port is released, no call 
data can be passed to the termination, and no further call control is possible for that call. If the Release 
Trunk Transfer was translation-routed to another ICM peripheral, call data and cradle-to-grave reporting 
can be maintained. For more details on transfers, see the chapter on 

.

If a selected termination (for either a new or transferred call) returns a connection failure or busy status, 
or if the target rings for a period of time that exceeds the Unified CVP Call Server's ring-no-answer 
(RNA) timeout setting, the Unified CVP Call Server cancels the transfer request and sends a transfer 
failure indication to Unified ICM. This scenario causes a Router Requery operation. The Unified ICM 
routing script then recovers control and has the opportunity to select a different target or take other 
remedial action.

This functional deployment model provides organizations with a mechanism to route and transfer calls 
across a VoIP network, to offer IVR services, and to queue calls before being routed to a selected agent. 
The most common usage scenario for this functional deployment model is for organizations wanting a 
pure IP-based contact center. Callers are provided IVR services initially and then, upon request, are 
provided queue treatment and are transferred to a selected Unified CCE agent. Upon request, callers can 
also be transferred between Unified CCE agents. In this functional deployment model, Unified CVP and 
Unified ICM can also pass call data between these endpoints and provide cradle-to-grave reporting for 
all calls. 

 illustrates this model.