Cisco Cisco Unified Customer Voice Portal 10.5(1)
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Cisco Customer Voice Portal (CVP) Release 3.0(0) Configuration and Administration Guide
Chapter 2 Using NAM/ICM with the CVP IVR Solution
Cisco ICM Warm Consult Transfer/Conference to CVP
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When the Gateway is the client and input type is set to D.
Cisco ICM Warm Consult Transfer/Conference to CVP
This section provides information about the minimal software component release requirements for the
Cisco ICM Warm Consult Transfer and Conference to CVP feature. Resource sizing and configuration
requirements are also included.
Cisco ICM Warm Consult Transfer and Conference to CVP feature. Resource sizing and configuration
requirements are also included.
Description of the ICM Warm Consult Transfer/Conference to CVP feature
When an agent attempts a warm consultative transfer/conference to another agent, but there is no agent
available in the skill group to service the request, the first agent is placed in a queue to wait for the
availability of an agent in the desired skill group. In order to place the first agent in queue, a call is
initiated from the CallManager to the CVP (via a Translation Route to VRU) to provide queue music to
the first agent. To the CVP, this appears as a new call from an IP phone. However, due to the nature of
the call signaling, this type of call requires a Media Termination Point (MTP) resource to be allocated
in the CallManager.
available in the skill group to service the request, the first agent is placed in a queue to wait for the
availability of an agent in the desired skill group. In order to place the first agent in queue, a call is
initiated from the CallManager to the CVP (via a Translation Route to VRU) to provide queue music to
the first agent. To the CVP, this appears as a new call from an IP phone. However, due to the nature of
the call signaling, this type of call requires a Media Termination Point (MTP) resource to be allocated
in the CallManager.
Optionally, customer business callflows may require that IP phone users call CVP directly. For example,
you may have a corporate IP phone network that is serviced by a CVP help desk call center. IP phone
users with problems would call a CVP number to open trouble tickets. These IP phones require MTP
resources in the CallManager if callers perform any “supplementary services”, such as putting the CVP
agent on hold. This requires additional sizing and configuration, as noted in the “IP-originated calls
only” instructions below.
you may have a corporate IP phone network that is serviced by a CVP help desk call center. IP phone
users with problems would call a CVP number to open trouble tickets. These IP phones require MTP
resources in the CallManager if callers perform any “supplementary services”, such as putting the CVP
agent on hold. This requires additional sizing and configuration, as noted in the “IP-originated calls
only” instructions below.
Resource Sizing for ICM Warm Consult Transfer/Conference to CVP feature
The ICM Warm Consult Transfer/Conference to CVP feature requires the following steps:
Step 1
Assign a separate CVP machine dedicated to accepting the warm transfer queue calls from Call Manager.
This is because MTP must be enabled in Call Manager for the CVP H323 gateway device for calls that
Call Manager sends to CVP. Since is not recommended that you enable MTP in Call Manager for calls
that do not require warm transfer functionality, it is necessary to segregate CVP calls that perform the
warm transfer queuing.
This is because MTP must be enabled in Call Manager for the CVP H323 gateway device for calls that
Call Manager sends to CVP. Since is not recommended that you enable MTP in Call Manager for calls
that do not require warm transfer functionality, it is necessary to segregate CVP calls that perform the
warm transfer queuing.
Step 2
Determine the maximum number of calls that could be in the warm consultative transfer state at any one
time. Use this number to size the number of MTP resources that are required in CallManager. One way
to approximate this is to monitor the ICM script that processes consultative transfer requests from the
agents. Look at the ICM script monitor during a busy hour and note the number of calls that exit the
Queue to Skill Group node via the queue path (the 'check' path out of the Queue to Skill Group node).
For example, assume that:
time. Use this number to size the number of MTP resources that are required in CallManager. One way
to approximate this is to monitor the ICM script that processes consultative transfer requests from the
agents. Look at the ICM script monitor during a busy hour and note the number of calls that exit the
Queue to Skill Group node via the queue path (the 'check' path out of the Queue to Skill Group node).
For example, assume that:
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ICM script monitor shows 360 calls over a 60-minute period during busy hour in this script path.
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The average length of (agent queue time + subsequent transfer/conference time) = 6 minutes.
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(360 calls / 60 minutes) * 6 minutes = 36 calls
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Each call uses 2 MTP resources = (36 calls * 2 resources) = 72 MTP resources