Cisco Cisco Customer Voice Portal 8.0(1) Guía De Diseño

Each of the above calls invokes an Unified ICM routing script. The script might or might not search for 
an available destination agent or service. If it finds an appropriate destination, it sends the corresponding 
label either back to the ACD or, if blind-transferring an existing call, to the original caller's Switch leg 
device. If it needs to queue the call or if the ultimate destination is intended to be a self-service 
application rather than an agent or service, the script sends a VRU translation route label either back to 
the ACD or, if blind-transferring an existing call, to the original caller's Switch leg device.

If the above sequence results in transferring the call to Unified CVP's VRU leg device, there is a second 
transfer to deliver it to a VoiceXML gateway. To ensure that these events take place, the following 
Unified ICM configuration elements are required:

For new calls from the ACD or warm transfers of existing calls:

The Unified CVP peripheral must be configured to be associated with a Type 10 Network VRU 
(Type 2 if Unified ICM 7.0 is used).

The dialed number that the ACD dialed must be associated with a Customer Instance that is 
associated with a Type 10 Network VRU (Type 7 if Unified ICM 7.0 is used).

With Unified ICM 7.0, or with a Unified ICM 7.1 and an ACD that is not Unified CM, the 
routing script that was invoked by the ACD dialed number must contain a 
TranslationRouteToVRU node to get the call to Unified CVP's Switch leg, followed by a 
SendToVRU node to get the call to the VoiceXML gateway and Unified CVP's VRU leg.

With Unified ICM 7.1 and Unified CM, the routing script that was invoked by Unified CM 
should use a SendToVRU node to send the call to Unified CVP using the Correlation ID. The 
Type10 VRU will perform an automatic second transfer to the VoiceXML gateway VRU leg.

All the VRU scripts that are executed by that routing script must be associated with the Type 10 
Network VRU (Type 7 if Unified ICM 7.0 is used).

For blind transfers of existing calls:

It does not matter to which Network VRU the Unified CVP peripheral is associated.

The dialed number that the ACD dialed must be associated with a Customer Instance that is 
associated with a Type 10 Network VRU (Type 7 if Unified ICM 7.0 is used).

The routing script that was invoked by the ACD dialed number must contain a SendToVRU node 
to get the call to the VoiceXML gateway and Unified CVP's VRU leg.

All the VRU scripts that are executed by that routing script must be associated with the Type 10 
Network VRU (Type 7 if Unified ICM 7.0 is used).

When Unified ICM chooses an agent or ACD destination label for a call, it tries to find one that lists a 
routing client that can accept that label. For calls originated by an ACD or Unified CM which are not 
blind transfers of existing calls, the only possible routing client is the ACD or Unified CM. Once the call 
has been transferred to Unified CVP, because of the handoff operation, the only possible routing client 
is the Unified CVP Switch leg. But in the case of blind transfers of existing calls, two routing clients are 
possible: (1) the Unified CVP Call Server switch leg that delivered the original call, or (2) the ACD or 
Unified CM. For calls that originate through Unified CVP, you can prioritize Unified CVP labels above 
ACD or Unified CM labels by checking the Network Transfer Preferred box in the Unified ICM Setup 
screen for the Unified CVP peripheral.

When using Unified CVP to do network transfers, an agent blind-transfers the caller to a new destination 
and the Network Transfer Preferred option is used. In this scenario, the agent should use the CTI Agent 
Desktop (and not the phone itself) to invoke the transfers. In addition to the CTI Agent Desktop, the 
Unified ICM Dialed Number Plan should be used. If configured with the same DN as the CTI Route 
Point, the Unified ICM Dialed Number Plan causes Unified ICM to intercept the transfer and run the 
Unified ICM routing script without sending the transfer commands to Unified CM through JTAPI. When