Cisco Cisco Unified Contact Center Enterprise 9.0(1) Manual De Manutenção

ERI PG

For ERI deployments, modify the following registry key on your ERI PGs to include the new
value. A change to the registry will require that the PG service be restarted.

ER Service PIM

About Network Transfer for IVRs

When a call is transferred from an IVR (for example, IP IVR) to an agent and that agent wants
to transfer the call to another agent, the transfer can be made either from the agent's IP phone
or the agent desktop.

Transfers made from the:

•

IP phone are made using CTI route points that point to a Unified ICM/CCE script.

•

Agent desktop are made using the Dialed Number Plan.

Note: If the route point is configured using Unified CM, there is no difference between using
the hard phone or the desktop phone.

For network transfer from either the IP phone or the CTI Toolkit Agent Desktop, you must
queue the call to the skill group in the first Unified ICM/CCE script; for example, "NetXfer1,"
to create the call context. In this script, the "networkTransferEnabled" flag must be set to "1."

Note: IP IVR does not support network transfer. Unified CVP only supports network "blind"
transfer.

About Cisco Unified Contact Center Enterprise Routing

To understand how Unified CCE routes voice calls, you must understand the concepts of routing
operation and routing configuration.

About Routing Operation

To understand how Unified CCE routing occurs, you must understand these concepts:

•

The Routing Client: The Unified CCE component that submits a route request to the Central
Controller.

In Unified CCE configurations, the routing client can be:

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)