Cisco Cisco Unified Customer Voice Portal 11.0(1) Release Notes
16
Release Notes for Cisco Internet Service Node, Release 2.1 (updated 9/04)
OL-1253-03
Cisco ICM Warm Consult Transfer/Conference to ISN (added 9/04)
Defect Number: CSCma23943
Component: Voice Browser
Severity: 3
Headline: With ISN Voice Browser, packetization is 20ms even if gateways are configured for 30ms
Defect Number: CSCma23427
Component: Voice Browser
Severity: 3
Headline: A restart delay occurs when the Application Server loses connectivity
Defect Number: CSCma23742
Component: Voice Browser
Severity: 3
Headline: A complete failover of the media server causes a 10 second delay before playing
announcements
announcements
Cisco ICM Warm Consult Transfer/Conference to ISN (added
9/04)
9/04)
This section provides information about the minimal software component release requirements for the
Cisco ICM Warm Consult Transfer and Conference to ISN feature. This section also includes a list of
known resolved caveats required for this feature. Resource sizing and configuration requirements are
also included.
Cisco ICM Warm Consult Transfer and Conference to ISN feature. This section also includes a list of
known resolved caveats required for this feature. Resource sizing and configuration requirements are
also included.
Description of the ICM Warm Consult Transfer/Conference to ISN feature
When an agent attempts a warm consultative transfer/conference to another agent, but there is no agent
available in the skill group to service the request, the first agent is placed in a queue to wait for the
availability of an agent in the desired skill group. In order to place the first agent in queue, a call is
initiated from the CallManager to the ISN (via a Translation Route to VRU) to provide queue music to
the first agent. To the ISN, 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 the CallManager.
available in the skill group to service the request, the first agent is placed in a queue to wait for the
availability of an agent in the desired skill group. In order to place the first agent in queue, a call is
initiated from the CallManager to the ISN (via a Translation Route to VRU) to provide queue music to
the first agent. To the ISN, 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 the CallManager.
Optionally, customer business callflows may require that IP phone users call ISN directly. For example,
you may have a corporate IP phone network that is serviced by an ISN help desk call center. IP phone
users with problems would call an ISN number to open trouble tickets. These IP phones require MTP
you may have a corporate IP phone network that is serviced by an ISN help desk call center. IP phone
users with problems would call an ISN number to open trouble tickets. These IP phones require MTP