Cisco Cisco Unified Customer Voice Portal 11.0(1) Release Notes
17
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)
resources in the CallManager if callers perform any “supplementary services”, such as putting the ISN
agent on hold. This requires additional sizing and configuration, as noted in the “IP-originated calls
only” instructions below.
agent on hold. This requires additional sizing and configuration, as noted in the “IP-originated calls
only” instructions below.
Resource Sizing for ICM Warm Consult Transfer/Conference to ISN feature
The ICM Warm Consult Transfer/Conference to ISN feature requires the following steps:
Step 1
Assign a separate ISN machine dedicated to accepting the warm transfer queue calls from Call Manager.
This is because MTP must be enabled in Call Manager for the ISN H323 gateway device for calls that
Call Manager sends to ISN. Since is not recommended that you enable MTP in Call Manager for calls
that do not require warm transfer functionality, it is necessary to segregate ISN calls that perform the
warm transfer queuing.
This is because MTP must be enabled in Call Manager for the ISN H323 gateway device for calls that
Call Manager sends to ISN. Since is not recommended that you enable MTP in Call Manager for calls
that do not require warm transfer functionality, it is necessary to segregate ISN calls that perform the
warm transfer queuing.
Step 2
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 CallManager. One way
to approximate this is to monitor the ICM script that processes consultative transfer requests from the
agents. Look at the ICM 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:
time. Use this number to size the number of MTP resources that are required in CallManager. One way
to approximate this is to monitor the ICM script that processes consultative transfer requests from the
agents. Look at the ICM 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:
–
ICM 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
Step 3
(IP-originated calls only). Determine if customer business callflows require that IP phone users call ISN
directly (as described in the second paragraph of the Description of the ICM Warm Consult
Transfer/Conference to ISN feature section). Find the maximum number of IP-originated calls that
could simultaneously be active in ISN 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.
directly (as described in the second paragraph of the Description of the ICM Warm Consult
Transfer/Conference to ISN feature section). Find the maximum number of IP-originated calls that
could simultaneously be active in ISN 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.
Step 4
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 Call Manager.
resources that must be allocated in Call Manager.
It is recommended that you allocate some additional percentage of MTP resources to handle unexpected
call volume spikes. Either software or hardware MTP may be used, keeping in mind that software MTP
consumes significant CallManager CPU resources.
call volume spikes. Either software or hardware MTP may be used, keeping in mind that software MTP
consumes significant CallManager CPU resources.
Configuration for the ICM Warm Consult Transfer/Conference to ISN feature
To configure the ICM Warm Consult Transfer/Conference to ISN feature, do the following:
Step 1
Install the new ISN machine. It can be configured identically to all other ISN machines, with the
exception of the following:
exception of the following:
–
Define it as a Type 2 VRU in Network VRU Explorer in ICM.
–
Network Transfer Preferred must be disabled for this peripheral
–
In AppAdmin, add the Translation Route DNIS's that you will define in Step 5 using:
•
CallDefinitions -> Select Group 200 -> Add New DNIS