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

Unified CVP provides the capability to transfer calls to another destination after they have been 
answered by an agent. This capability are referred to as Network Transfer.

When a call is transferred from Unified CVP to an agent, and that agent wants to transfer the call to 
another agent, the agent can make that transfer using either the agent IP phone or agent desktop. 
Transfers from the IP phone are made using CTI route points that point to a Unified ICME script. 
Transfers from the agent desktop are made using the Dialed Number Plan.

There are two flags in Unified ICME to control the Network Transfer:

NetworkTransferEnabled — This is a flag in the Unified ICME script. If enabled, it instructs the 
Unified ICM to save the information about the initial routing client (the routing client that sent the 
NewCall route request).

NetworkTransferPreferred — This flag is checked on the Unified CVP PG configuration. If it is 
checked, then any route request from this routing client (where Unified ICME knows about the 
initial routing client) will send the route response to the initial routing client instead of the routing 
client that sent the route request.

The following recommendations apply when using Network Transfer:

Network Transfer using the two flags listed above can be used to perform a blind transfer only from 
agent 1 to agent 2 via Unified CVP. In this case, Unified CVP will get instruction from 
Unified ICME to pull the call back from agent 1 and route it either to a VoiceXML gateway (for IVR 
treatment) or to another destination (to agent 2, for example).

Network Transfer cannot be used to perform a warm transfer or conference with Unified CVP 
because the call leg to agent 1 must be active while agent 1 performs a consultation or conference. 
Unified CVP cannot pull the call back from agent 1 during the warm transfer and/or conference.

If a caller would like to dial the same number regardless of a blind transfer, warm transfer, or conference, 
then the following recommendations and best practices can be used:

Do not enable the NetworkTransferEnable flag in the Unified ICME script.

Any transfer or conference request from an agent must dial the CTI Route Point of the same 
Unified CCE PG to preserve the call context during the transfer. Dialing the Route Pattern or CTI 
Route Point of another PG will not preserve the call context.

Always use SendToVru as the first node in the Unified ICME routing script.

In H.323-based deployments, there are two timers in Cisco Unified Communications Manager that 
must be set to a value greater than the Unified CVP RONA timer. These timers are used to handle 
the situation of consultation completion while agent 2’s phone is ringing. The timers are: 

Clusterwide Parameters (Service) ->Media Exchange Timer

Clusterwide Parameters (Service) ->Media Resource Allocation Timer

In H.323-based deployments, if you are using Cisco Unified CM 6.1.3 or earlier release, then you 
have to uncheck the flag "Wait for Far End H.245 Terminal Capability Set" on the Unified CM 
trunks configured with the UCCE PG Routing client label.

Extra ports will be used during the consultation, blind transfer, and/or conference. They are released 
only when the originating consultation is terminated.