Cisco Cisco Customer Voice Portal 8.0(1)

Transferring a Call from Agent to Agent

When a call is transferred from Unified CVP to an agent, and that agent wants to transfer the
call to another agent, the agent can make that transfer using either the agent IP phone or agent
desktop. Transfers from the IP phone are made using CTI route points that point to a Unified
ICME script. Transfers from the agent desktop are made using the Dialed Number Plan.

For network transfer from either the IP phone or CTI OS Agent Desktop, you must Queue the
call to skill group in the first Unified ICME script, for example "NetXfer1", to create the call
context. In this script, the "networkTransferEnabled" flag must be set to "1".

Note: The NetworkTransferEnabled setting must explicitly be set to 1 in all post-route scripts.

Configuring Network Transfer from IP Phone

Define a CTI Route Point, for example "9999", in Unified CM. Associate it with the JTAPI
User that is connected to Unified CCE PIM in Unified ICME.

In the ICM Admin Workstation, define a Dialed Number for Unified CCE PIM and a call Type
for that dialed number. This call type can then be associated with a Unified ICME Script, for
example "NetXfer2".

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

When the call is delivered to Agent 1 using the Unified ICME Script "NetXfer1", the agent can
dial the number 9999 to send the call to another script "NetXfer2."

Configuring Network Transfer from CTI OS Agent Desktop

Define a Dialed Number Plan in Unified ICME. The routing client is the Unified CCE PIM and
dialed number will be the one defined before for the Unified CCE PIM; that is, IPCC_PIM.9999.

Set Post Route to Yes and Plan to be international.

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

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