Cisco Cisco Unified Customer Voice Portal 10.5(1)

to provide queue music to the first agent. To Unified CVP, this appears as a new call from an
IP phone. However, due to the nature of the call signaling, this type of call requires a Media
Termination Point (MTP) resource to be allocated in Unified CM.

Optionally, customer business call flows may require that IP phone users call Unified CVP
directly. For example, you may have a corporate IP phone network that is serviced by a Unified
CVP help desk call center. IP phone users with problems would call a Unified CVP number to
open trouble tickets. These IP phones require MTP resources in Unified CM if callers perform
any “supplementary services,” such as putting the Unified CVP agent on hold. This requires
additional sizing and configuration, as noted in the “IP-originated calls only” instructions below.

Resource Sizing for Unified ICME Warm Consult Transfer/Conference to Unified CVP Feature

The Unified ICME Warm Consult Transfer/Conference to Unified CVP feature requires the
following steps:

Assign a separate Call Server dedicated to accepting the warm transfer queue calls from Unified
CM. This is because MTP must be enabled in Unified CM for the Unified CVP H.323 gateway
device for calls that Unified CM sends to Unified CVP. Since is not recommended that you
enable MTP in Unified CM for calls that do not require warm transfer functionality, it is necessary
to segregate Unified CVP calls that perform the warm transfer queuing.

Determine the maximum number of calls that could be in the warm consultative transfer state
at any one time. Use this number to size the number of MTP resources that are required in
Unified CM. One way to approximate this is to monitor the Unified ICME script that processes
consultative transfer requests from the agents. Look at the Unified ICME script monitor during
a busy hour and note the number of calls that exit the Queue to Skill Group node via the queue
path (the 'check' path out of the Queue to Skill Group node). For example, assume that:

•

Unified ICME script monitor shows 360 calls over a 60-minute period during busy hour in
this script path.

•

The average length of (agent queue time + subsequent transfer/conference time) = 6 minutes.

•

(360 calls / 60 minutes) * 6 minutes = 36 calls.

•

Each call uses 2 MTP resources = (36 calls * 2 resources) = 72 MTP resources.

(IP-originated calls only). Determine if customer business call flows require that IP phone users
callUnified CVP directly (as described in 

). Find the maximum number of

IP-originated calls that could simultaneously be active in Unified CVP at any one time. For
example, you find the number is 30. Each call requires 2 MTP resources, so the total MTP
resources required would be 60.

Add the two numbers obtained from steps 2 and 3 (in this example, 72 + 60). This is the number
of MTP resources that must be allocated in Unified CM.

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