Cisco Cisco Customer Voice Portal 8.0(1)

Using the Warm Transfer Feature with SIP Calls

In a scenario where an agent performs a warm transfer to another agent and then that agent is
queued, and in addition a SendToVRU label returns to Unified CM using jtapi on the Unified
CM PG connection, you must associate a Route Pattern for that label with a SIP TRUNK to
send to Unified CVP or the Proxy Server to ensure the call returns to Unified CVP. Unified
CVP then sends the "request instruction" message back to Unified ICME on the Unified CVP
routing client and starts the queuing.

Note: These SIP calls do not require MTP enablement on the SIP trunks.

When using the Warm Transfer feature for SIP Calls with queuing, call flows does not require
MTP enabled on the SIP trunk that is associated with the VRU label route pattern in the case
where the agent completes consult transfer to caller while the call is still in the queue (VXML
Gateway).

Note: The MTP is not required if VXML GW version is IOS 12.4.(15)T8 or 12.4(20)T2 or later
versions on these T releases. If the mobile agents supports KPML, then MTP is not required.
In other cases, where there is SIP DTMF capability mismatch, MTP is required between CVP
and CUCM.

Using the Unified ICME Warm Consult Transfer/Conference to Unified CVP Feature with a Type 10 VRU

Note: Unified CVP with a Type 10 VRU does not support multiple Network VRUs on the same
Unified CVP peripheral device. Multiple customer instances can be used in order to address
multiple Network VRUs, but they must then address different physical Unified CVP Call Servers
as well. Calls that originate from an ACD or Unified CM, such as Warm Transfer/Conference,
Helpdesk, or Outbound calls, are also limited to one Network VRU on any given Unified CVP
Call Server. Note that the reverse is no problem: multiple Unified CVP Call Servers can share
the same Network VRU.

In this scenario, an agent needs to transfer a call to another agent by dialing that agent's ID. If
the agent is not available, the originating agent will be placed in a queue to wait for the second
agent to pick up the call.

In order for the first agent to be queued while waiting for another agent, set up the following
configuration:

In the ICM Configuration Manager's PG Explorer tool Routing Client tabs, uncheck the
NetworkTransferPreferred checkbox for Unified CM and Unified CVP routing clients.

On the Advanced tab for the Unified CM routing client, select None for the Network VRU and
your Type 10 VRU for the Unified CVP routing client.

For your Type 10 VRU, in the ICM Configuration Manager's Network VRU Explorer tool
define a label for the Unified CM routing client as well as the Unified CVP routing client and
associate them with a customer instance.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)