Cisco Cisco Unified Contact Center Enterprise 9.0(2) Referencia técnica
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Post-Routing
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2. The agent begins a consultative call (#8XXX or speed dial #), which
results in a new call in an Aspect CCT that performs a Post-Route
Request.
Request.
3. The Unified ICM response to the Post-Route request is either of the
following:
A CCT that targets another Switch using tie lines between ACDs
A CCT that targets agent groups locally on the requesting ACD.
4. The agent then consults with the target agent and either conferences or
transfers the call. When inter-switch transfers are performed, the ACD
requires trunk lines between all targeted ACDs.
requires trunk lines between all targeted ACDs.
With the use of the new interfaces, the following steps are performed when
transferring calls inter-switch:
transferring calls inter-switch:
1. An agent receives an inbound call.
2. The agent then begins a consultative call (#8XXX or speed dial #). A
new call executes in an Aspect CCT that performs a Post-Route
Request.
Request.
3. Unified ICM response to the Post-Route request is a label of the form
DTMF*8xxxxxxxx
or
DTMFD*8xxxxxxx
. The
DTMF
and
DTMFD (TBD)
prefix in the label informs the PIM that it must perform a Carrier Call
Transfer.
Transfer.
To perform the Carrier Call Transfer, the Aspect PIM must perform the
following steps:
following steps:
1. Terminate the consultative call that performed the post-route request.
The PIM issues a Release Call Request (505) to the Aspect ACD over
the Application Bridge.
the Application Bridge.
2. When the PIM receives the Release Call Request Response (105)
message (confirmation of call disconnecting), the PIM connects the
initial call that was placed on HOLD by the customer. The new
interface requires that the call be in the connected state for the Carrier
Call Transfer. The PIM issues a Retrieve Call Request (514) to the
Aspect ACD over the Application Bridge.
initial call that was placed on HOLD by the customer. The new
interface requires that the call be in the connected state for the Carrier
Call Transfer. The PIM issues a Retrieve Call Request (514) to the
Aspect ACD over the Application Bridge.
3. When the PIM receives the Retrieve Call Request Response (114)
message (confirmation the call was retrieved and is in the connected
state), the PIM then issues the new Dial DTMF Digits Request with
the digits in the label from Unified ICM.
state), the PIM then issues the new Dial DTMF Digits Request with
the digits in the label from Unified ICM.
The
DTMFD
is similar to the
DTMF
prefix, except that
DTMFD
instructs
the PIM to disconnect the original call when the SendDTMF request
completes. Use this option when Carrier Call Transfers are implemented
on an MCI network that requires a customer to use either all Blind
Transfers or all Consultative Transfers. If the customer wishes to mix the
transfer types, enable the Consultative Transfer method. Then, the PIM
can terminate the agents association with the call if the
completes. Use this option when Carrier Call Transfers are implemented
on an MCI network that requires a customer to use either all Blind
Transfers or all Consultative Transfers. If the customer wishes to mix the
transfer types, enable the Consultative Transfer method. Then, the PIM
can terminate the agents association with the call if the
DTMFD
prefix is
used (similar to a blind transfer configuration where the network
terminates the associated agent).
terminates the associated agent).