Cisco Cisco Unified Customer Voice Portal 11.0(1)

Minimal Component Version Required

Refer to the Hardware and Software System Specification for Cisco Unified Customer Voice
Portal Software Release 4.0(1)  for the list of component versions required to use the Unified
ICME Warm Consult Transfer and Conference to Unified CVP feature.

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. If consult transfer
should happen while the call is in the queue (VXML Gateway), the call will need an MTP
resource.

When using the Warm Transfer feature for SIP Calls with queuing, call flows must have 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: MTP is not required for single step transfer or if the agent waits before connecting to the
second agent.

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.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)