Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

Configuring Network Transfer for IVRs

This section provides instructions on:

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How to Configure Network Transfer from an IP Phone

To configure network transfer from an IP Phone, complete the following steps:

1. Define a CTI Route Point, for example "9999," in the Unified CM. Associate it with the

JTAPI User that is connected to IPCC PIM in the system software.

2. In the Administration Client or Administration & Data Server, define a Dialed Number

for IPCC PIM and a call type for that dialed number. This call type can then be associated
with a Unified ICM script; for example, "NetXfer2."

Note: Do not define the labels of agents for the Unified CM PG. Instead, define the labels
for the VRU PIM so that the route result is returned to VRU instead of a Unified CM PG.
If you do define the agent labels for the Unified CM PG, the Router returns the route result
to the VRU PIM, if "Network Transfer Preferred" is enabled on the Unified CM PG and
VRU PIM and returns the route result to the Unified CM PG if "Network Transfer
Preferred" is disabled on the Unified CM PG and VRU PIM.

3. When the call is delivered to Agent 1 using the Unified ICM Script "NetXfer1," the agent

can dial the number 9999 to send the call to another script, "NetXfer2."

How to Configure Network Transfer from a CTI OS Desktop

To configure network transfer from a CTI OS Desktop, complete the following steps:

1. Define a "Dialed Number Plan" in the system software. The routing client is the IPCC

PIM and the dialed number is the one defined before for the IPCC PIM (that is,
IPCC_PIM.9999).

2. Set the Post Route to Yes and the Plan to International.

3. In the Agent Desk Settings, check all the Outbound access check boxes.

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)