Cisco Cisco Customer Voice Portal 8.0(1)

Transferring Calls Using SIP Service

The SIP Service can be configured to operate in two modes to perform Unified CVP transfers.
Typically, Unified CVP remains in the signalling path for the duration of the call, and in this
normal mode it uses SIP re-INVITE messages to perform the transfers. This will also cause
Unified CVP to hold the port license for the call duration.

To operate in standard re-INVITE mode, you do not need to modify the Unified ICME script;
however, to send a REFER transfer, send a dynamic label with the letters "rf" prepended to it.
Or, when using a Queue node in the Unified ICME script, define an ECC variable called
"user.sip.refertransfer" and set it to the value of the lowercase "y." Unified CVP then uses the
REFER method to blind transfer to agent labels.

Alternatively, Unified CVP might perform a SIP REFER type transfer where it moves out of
the signalling path after sending a referral to the caller to the label provided by Unified ICME.
This allows Unified CVP to release the port license after the REFER is sent. Unified CVP will
receive notification of the outcome of the call using SIP NOTIFY messages, and this will be
included in the reporting database as well.

Caution: When using REFER, do not apply the survivability script for TDM callers on
the Ingress gateway. Also, SIP transfers to VoiceXML gateways for micro-applications
will not use the REFER method. It will only be used for non-"SEND TO VRU" type
transfers. When using REFERs, note that the survivability script does not currently support
REFER messaging events, so when using REFER with TDM calls on the IOS gateway,
the survivability service must be removed from the pots dial peer for those calls. REFER
is used as a "blind refer" operation and can typically be used when sending calls to
third-party ACD agents, but it can also be used to send calls to the Cisco Unified
Communications Manager extensions as well, if desired.

Example: Transfer to a Label

This example shows sample ICM Configuration Manager and Script Editor screen captures for
a Menu application that plays a prompt presenting a menu ("Our office hours are between 8
AM and 6 PM. If you would like to talk to a customer service representative, press 0 at any
time.") and then does the following:

•

If the caller presses 0, collects the digit, and then routes and queues the call.

•

If the caller does not press 0, releases the call.

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