Cisco Cisco Customer Voice Portal 8.0(1)

configuration information. You can also refer to the Operations Console online help for detailed
information about configuring CVP H.323 Service and SIP Service settings.

Limitations

The configuration described in this section has the following limitations:

•

The disposition of the requeried call is not correctly reported. The Redirect No Answer field
in the agent and skill group reports do not show calls that are redirected by this mechanism.
Each call that is redirected by this mechanism is counted twice, once as abandoned and once
as handled (if the call is finally handled). There are two Unified CCE TerminationCallDetail
records for this call, one for the rerouted call (with CallDisposition ‘Abandoned while
Ringing’, code 3) and one for the handled call with a CallDisposition depending on how the
call was finally handled. The scripting example above shows how a Peripheral Call Variable
can be used to mark and count calls Requeried because of no answer. A custom reporting
template can be written to report on this data.

Call Survivability

This section describes how to install and configure Unified CVP with a script that allows the
gateway to transfer a call in the event of a critical Unified CVP application error or WAN failure.
This application should be placed on the incoming pots dial-peer that is destined for Unified
CVP. Call survivability is supported in all Unified CVP call flow models except the VRU-only
call flow model. In the Unified CVP Standalone call flow model, survivability will be invoked
if the gateway encounters an error from the CVP Voice Server, the "param survive" parameter
has been included and a survivability service has been defined.

In the event of critical Unified CVP application errors or a WAN failure that would normally
disconnect the caller, this script allows the gateway to attempt a transfer to some alternate
location after the failure occurs instead of disconnecting the caller. In the event that the call
cannot be transferred to an alternate agent, the script will play a "call-back-later" message and
disconnect.

This script provides the following capabilities:

•

Ability to do multiple types of transfer in call failure conditions:

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*8 transfer connect (outpulse)

–

Hairpin

–

SRST

–

Hookflash Relay

–

Two B-Channel Transfer (TBCT)

•

Ability to differentiate call recovery behavior by incoming DNIS.

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