Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Desenho

After an expert advisor has completed his time with the caller, he might want to consult, transfer, or 
conference another party. These activities are handled by using only those methods provided by the 
expert advisor's own switching system. For example, if the advisor is using a Cisco Unified CM hard 
phone, he can make use of the soft keys on his phone to place the caller on hold and dial another person 
or route point. This action could end up queuing the advisor or the caller for a traditional contact center 
agent, or even for another expert advisor. These cases, however, are considered to be new calls into 
Unified ICM and/or Unified Expert Advisor; call context information is not carried over from the 
original call into the new call.

While this activity is fully supported in Unified Expert Advisor deployments, Unified Expert Advisor 
itself plays no role in carrying it out. However, Unified Expert Advisor does pay attention to the 
information about such actions that are available at the SIP signaling level. If Unified Expert Advisor 
detects that the expert has transferred the call, or conferenced the call and then dropped out of the 
conference, it automatically declares that expert to be available again for additional calls. Note, however, 
that the SIP signaling for the original call continues to flow through Unified Expert Advisor's 
back-to-back user agent even though there is no longer an expert connected to it, and Unified Expert 
Advisor continues to track the call's duration and media changes until the caller eventually hangs up.

Finally, this functionality depends on the signaling that Cisco Unified CM provides to Unified Expert 
Advisor during conference and transfer scenarios. It is not guaranteed to work if a further downstream 
call control device such as the PSTN or a cellular phone MSC performs the switching. In those cases, 
the most likely result will be that the expert appears to remain active on the call until the caller 
disconnects.

The preceding call flows deal with the process by which calls arrive in the system and reach an expert 
advisor. This section considers the process by which an expert advisor becomes available to take such 
calls. 

 shows the event sequence by which an expert advisor logs in to Unified Expert Advisor.