Cisco Cisco Customer Voice Portal 8.0(1)
B-7
Cisco Customer Voice Portal (CVP) Release 3.1(0) Configuration and Administration Guide
Appendix B Transferring and Queuing Calls with Customer Voice Portal
IVRs from the NAM/ICM’s Perspective
dial-peer voice 222222 voip
session target [your Customer Voice Portal Voice Browser]
service someName flash:survivability.tcl
paramspace english index 0
paramspace english language en
paramspace english location flash:
paramspace english prefix en
icm-tbct 1
Step 4
In command line mode:
‘call application voice load someName’
Step 5
Add a label node to your ICM script with the following syntax:
TBCT99#8005551212# replacing 8005551212 with your transfer destination target. Note
that the TBCT99 and the # signs are mandatory.
Step 6
In the event that the TBCT fails (for example, bad number, bad gateway config, etc.), you can specify
alternate transfer targets under the survivability service according to survivability rules as defined in the
alternate transfer targets under the survivability service according to survivability rules as defined in the
section in
Configuring TBCT For Survivability
Step 1
Configure the originating gateway for TBCT call transfer, by following the instructions in
Step 2
Follow the instructions for configuring survivability in the
section in
See the “TBCT” target for open-hours-agent and after-hours-agent.
Transferring Calls with the Select Node
An ICM script can use a combination of a Select node and ECC variables to perform a transfer within
Customer Voice Portal. The label includes information to indicate the type of transfer to be performed
as well as the number (or representation of the number) to use for the destination. The Application Server
then forwards this information to the Voice Browser.
Customer Voice Portal. The label includes information to indicate the type of transfer to be performed
as well as the number (or representation of the number) to use for the destination. The Application Server
then forwards this information to the Voice Browser.
Since the transfer is happening as a result of a Select node, there is no way for the ICM or Customer
Voice Portal’s software to check if the customer label and associated variable is valid or not. Therefore,
if the transfer cannot occur, no matter what the reason, the call flow diverts to the Select node error
branch.
Voice Portal’s software to check if the customer label and associated variable is valid or not. Therefore,
if the transfer cannot occur, no matter what the reason, the call flow diverts to the Select node error
branch.
Label Definition
Labels are part of the ICM configuration. The ICM determines which label to send and includes it in the
request to transfer the caller. Then, for IP transfers, the Customer Voice Portal does a Gatekeeper look-up
on the label from ICM to determine the IP address of the called party.
request to transfer the caller. Then, for IP transfers, the Customer Voice Portal does a Gatekeeper look-up
on the label from ICM to determine the IP address of the called party.
Note
For more information on this process, see
There are some caveats regarding label definition for use with the Customer Voice Portal: