Cisco Cisco Customer Voice Portal 8.0(1)

To send calls from Unified CVP to the SRV cluster name, set Enable outbound proxy to No
in the Operation Console's Call Server SIP configuration (select Device Management > CVP
Call Server > SIP tab).

Create a local static route with the wildcard character of ">" to match all calls. Send this to the
hostname of your SRV cluster domain name. (Do not specify the port at the end of the SRV
domain name.) The following screen shot example displays this configuration:

Figure 34: Local Static Route Configuration

REFER Transfers Using "RFXXXX" Type Unified ICME Labels

Unified CVP SIP Service can perform a SIP REFER transfer instead of using SIP re-invites,
which allows Unified CVP to remove itself from the call, thus freeing up licensed Unified CVP
ports. (Unified CVP cannot execute further call control operations after this kind of label has
been executed; for example, it cannot perform subsequent transfers back to Unified CVP for
self service or queuing to another agent.)

Note: This feature can be used in both Comprehensive (SIP only) and Call Director call flow
models.

Using this feature, the call can be queued at the VoiceXML gateway and then sent to an agent
with a Unified ICME label that begins with the letters "rf." Otherwise, standard Unified ICME
agent labels enable Unified CVP to remain in the signaling path for the duration of the call, and
the licensed Unified CVP resource will not be freed until the end of the call. REFER transfers
can be made to Unified CM or other SIP endpoints in the SIP cloud, such as an ACD. The ECC
variable "user.sip.refertransfer" can also be set in Unified ICME scripts. (When using this ECC
variable in an Unified ICME script, it must be set to the value of the single character "y" and
Unified CVP will use REFERs when transferring to the agents. )

When using REFER transfers, including the REFER used to play back critical_error.wav for
abnormal disconnects, the Ingress gateway must include an outbound voip dial peer. This
outbound dial peer is necessary because when the REFER message enters the gateway from
theUnified CVP Call Server, it needs to match an outbound dial peer in order for the call to
succeed; otherwise, a 503 rejection occurs if no dial peers match the REFER-TO header URI.
Dial peer destination targets must match the labels in the REFER-TO SIP URI; that is,
<errorDN>@<sip-server> and other labels that might be used in the Unified ICME routing
label. For example:

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