Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

www.cisco.com/en/US/products/sw/custcosw/ps1846/
products_installation_and_configuration_guides_list.html).

If you are using Unified CVP instead of Unified IP IVR, see the section 

.

Call Flow Examples

This section provides some call flow examples.

Here are some helpful tips before you begin creating your call flows:

•

Network Consultative transfer is not supported with Unified CVP in a parent/child
environment. Network transfer needs to be disabled for the call flow to work; that is, uncheck
Network transfer preferred in the Client Tab of the PG Explorer in Unified ICME
Configuration Manager.

•

When using blind transfer, there is a possible issue with the transferring agent getting stuck
in the "Hold" state. This can be cleared by restarting the JTAPI process.

•

Do not use a name when configuring SIP trunks on Unified CM because this causes problems.
Use the IP address instead.

Call Flow with Unified CVP at the Parent

Typically, a parent Unified ICME system, including Unified CVP, VXML and PSTN gateways,
is located in a different location than a child Unified CCE system. This section describes a
sample Parent/Child call flow, components, and configuration that were tested and verified in
this contact center test environment.

In the following call flow, while the Unified CVP Application Browser, Unified CVP SIP
subsystem service, and Media Server are represented as separate entities, they are all on the
same physical Unified CVP call control server.

Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)