Cisco Cisco Unified Customer Voice Portal 11.0(1)
Step 2
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".
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.
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.
Step 3
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" .
dial the number 9999 to send the call to another script "NetXfer2" .
Configuring Network Transfer from CTI OS Agent Desktop
Step 1
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
.
dialed number will be the one defined before for the Unified CCE PIM; that is, IPCC_PIM.9999
.
Step 2
Set Post Route to Yes and Plan to be international.
Step 3
In the Agent Desk Settings, check all the Outbound access checkboxes.
IP Transfer Example (Unified CCE Routing)
An IP transfer to an Unified CCE agent is very similar to an IP transfer to an ACD (TDM) agent
with the following exceptions:
with the following exceptions:
•
The egress Gateway for this case is Unified CM. In the Gatekeeper, the agent extensions are
configured to point to the Unified CM’s IP address.
configured to point to the Unified CM’s IP address.
•
When Unified CM receives the new call, it uses the “Skinny protocol” to connect to the agent
at an IP phone. The voice channels are then connected from the Ingress Gateway to the IP
phone.
at an IP phone. The voice channels are then connected from the Ingress Gateway to the IP
phone.
Overriding the CLI Field on Outgoing Transfers
Calling Line Identification (CLI) is a set of digits and related indicators (type of number,
numbering, plan identification, screening indicator, presentation indicator) that provide numbering
information related to the calling party. This feature allows customers to override the CLI field
on outgoing transfers, using either a Label node or an ECC variable in the Unified ICME routing
script. This feature is required for transfers into Unity, which uses both ANI and DNIS to
numbering, plan identification, screening indicator, presentation indicator) that provide numbering
information related to the calling party. This feature allows customers to override the CLI field
on outgoing transfers, using either a Label node or an ECC variable in the Unified ICME routing
script. This feature is required for transfers into Unity, which uses both ANI and DNIS to
Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
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Chapter 13: - Transferring and Queuing Calls with Unified CVP
IP Transfer Example (Unified CCE Routing)