Cisco Cisco Customer Voice Portal 8.0(1) Guida Alla Progettazione
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Cisco Unified Customer Voice Portal (CVP) 8.x Solution Reference Network Design (SRND)
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Chapter 2 Functional Deployment Models
Comprehensive
Caller Requests to Transfer to Live Agent
1.
When the caller requests to transfer to a live agent, the Unified ICM routing script queues the caller
for an appropriate skill group and sends Run VRU Script messages to the IVR Service to have queue
treatment provided (assuming no agent is available).
for an appropriate skill group and sends Run VRU Script messages to the IVR Service to have queue
treatment provided (assuming no agent is available).
2.
When a Unified CCE agent becomes available, Unified ICM requests the Unified CVP Server IVR
Service to transfer the call the selected agent.
Service to transfer the call the selected agent.
3.
The IVR Service then requests the H.323 Service to transfer the caller to the dialed number of the
selected agent. The H.323 Service then sends a RAS message to the H.323 gatekeeper to find the
Unified CM H.323 Trunk IP address associated with this agent DN, and then sends an H.225 call
setup message to Unified CM.
selected agent. The H.323 Service then sends a RAS message to the H.323 gatekeeper to find the
Unified CM H.323 Trunk IP address associated with this agent DN, and then sends an H.225 call
setup message to Unified CM.
4.
Unified CM accepts the incoming H.323 trunk call and routes it to the selected agent.
Caller Requests to be Transferred to a Second Skill Group
1.
If the caller requests to be transferred to a second agent, then the first agent will initiate a transfer
from their Unified CCE agent desktop application. This action generates a route request from the
agent PG to the Unified ICM central controller. Unified ICM then executes a routing script that
queues the call to another skill group. Assuming no agent is available, the Unified ICM script will
use the Send to VRU node, which signals to the H.323 Service to release the call leg to the
Unified CM H.323 Trunk and to connect the call back to a VoiceXML gateway. A RAS request to
the H.323 gatekeeper is to find the IP address of the VoiceXML gateway.
from their Unified CCE agent desktop application. This action generates a route request from the
agent PG to the Unified ICM central controller. Unified ICM then executes a routing script that
queues the call to another skill group. Assuming no agent is available, the Unified ICM script will
use the Send to VRU node, which signals to the H.323 Service to release the call leg to the
Unified CM H.323 Trunk and to connect the call back to a VoiceXML gateway. A RAS request to
the H.323 gatekeeper is to find the IP address of the VoiceXML gateway.
2.
The VoiceXML gateway sends an HTTP new-call request to the IVR Service, which forwards that
request to Unified ICM in order to allow the routing script to be re-entered at the exit of the Send to
VRU node. Unified ICM then sends Run VRU Script messages to the IVR Service to allow queue
treatment to be provided to the caller while waiting for a second agent.
request to Unified ICM in order to allow the routing script to be re-entered at the exit of the Send to
VRU node. Unified ICM then sends Run VRU Script messages to the IVR Service to allow queue
treatment to be provided to the caller while waiting for a second agent.
3.
When a second Unified CCE agent becomes available, Unified ICM requests the Unified CVP
Server IVR Service to transfer the call the selected agent.
Server IVR Service to transfer the call the selected agent.
4.
The IVR Service then requests the H.323 Service to transfer the caller to the dialed number of the
selected agent. The H.323 Service sends a RAS request to the H.323 gatekeeper to get the IP address
of the Unified CM H.323 trunk associated with the second agent DN. The H.323 Service then sends
an H.225 setup message to Unified CM.
selected agent. The H.323 Service sends a RAS request to the H.323 gatekeeper to get the IP address
of the Unified CM H.323 trunk associated with the second agent DN. The H.323 Service then sends
an H.225 setup message to Unified CM.
5.
Unified CM accepts the incoming H.323 trunk call and routes it to the second agent.
Transfers and Subsequent Call Control
In addition to transfers manager by Unified ICM (as described above), the Comprehensive deployment
model can transfer calls to non-ICM terminations or it can invoke a Release Trunk Transfer in the PSTN.
If a call is transferred to a non-ICM termination, then no call data can be passed to the termination, no
further call control is possible for that call, and the cradle-to-grave call reporting that Unified ICM
captures is completed. In the case of a Release Trunk Transfer, the ingress voice gateway port is released,
no call data can be passed to the termination, and no further call control is possible for that call. If the
Release Trunk Transfer was translation-routed to another ICM peripheral, call data and cradle-to-grave
reporting can be maintained. For more details on transfers, see the chapter on
model can transfer calls to non-ICM terminations or it can invoke a Release Trunk Transfer in the PSTN.
If a call is transferred to a non-ICM termination, then no call data can be passed to the termination, no
further call control is possible for that call, and the cradle-to-grave call reporting that Unified ICM
captures is completed. In the case of a Release Trunk Transfer, the ingress voice gateway port is released,
no call data can be passed to the termination, and no further call control is possible for that call. If the
Release Trunk Transfer was translation-routed to another ICM peripheral, call data and cradle-to-grave
reporting can be maintained. For more details on transfers, see the chapter on
.
If a selected termination (for either a new or transferred call) returns a connection failure or busy status,
or if the target rings for a period of time that exceeds the Unified CVP Call Server's ring-no-answer
(RNA) timeout setting, the Unified CVP Call Server cancels the transfer request and sends a transfer
or if the target rings for a period of time that exceeds the Unified CVP Call Server's ring-no-answer
(RNA) timeout setting, the Unified CVP Call Server cancels the transfer request and sends a transfer