Unified ICME Warm
Consult Transfer/Conference to Unified CVP
When an agent
attempts a warm consultative transfer/conference to another agent, but there is
no agent available in the skill group to service the request, the first agent
is placed in a queue to wait for the availability of an agent in the desired
skill group. To place the first agent in queue, a call is initiated from
Unified CM to Unified Customer Voice Portal (CVP), via a Translation Route to
VRU, to provide queue music to the first agent. To Unified CVP, this appears as
a new call from an IP phone.
customer business call flows may require that IP phone users call Unified CVP
directly. For example, you may have a corporate IP phone network that is
serviced by a Unified CVP help desk call center. IP phone users with problems
would call a Unified CVP number to open trouble tickets.
provides information about the minimal software component release requirements
for the Unified ICME Warm Consult Transfer and Conference to Unified CVP
feature for Type 7 VRUs. Resource sizing and configuration requirements are
ICME Warm Consult Transfer/Conference to Unified CVP
Install a new Call Server (see
Installation and Upgrade Guide for Cisco Unified Customer Voice
Portal for detailed information).
It can be configured identically to all other Unified CVP
machines, with the exception that you must add each Translation Route DNIS.
Define it as a Type 7 VRU in the Network VRU Explorer tool in
Network Transfer Preferred must be
disabled for this peripheral.
Add a new DNIS in the
Add DNIS box on the ICM tab in the
Operations Console. Ensure to add each translation route DNIS.
If the Unified CVP machine resides in a different location from
the Unified CM cluster initiating the calls, WAN bandwidth is a consideration
because the prompts are played G.711 from the Unified CVP machine. In this
case, size and configure the network appropriately. Wherever possible, Unified
CVP should be co-located with Unified CM to eliminate these bandwidth
Define a SIP trunk in the
CM, using the Unified CVP machine IP address as the Destination
Device > Trunk > SIP
(Perform this step for IP-originated calls only). Determine if
customer business call flows require that IP phone users call Unified CVP
directly. In Unified CM administration, in
"Route Plan" using route groups/lists/patterns, route Unified
CVP DNIS’s to the Unified CVP gateway installed in Step 1.
If you want to load-balance between two Unified CVP systems:
Create a route group and put both of the Unified CVP gateways
in the route group, both with order priority 1.
Create a route list and put the route group in the route
Create a route pattern and assign the route list to the route
In Service Parameters for Unified CM, set
Reorder Route List to
True and the
H225 TCP timer to
The Reorder Route List setting applies only for
CM 3.3 and earlier.
Create a Unified ICME script similar to the script below. (See
ICME documentation for details). This script should be tied to the
Dialed number and call type that the agent invokes to do a warm consultative
transfer/conference. This dialed number’s Routing Client should be associated
with a Unified CM peripheral from which the agent will be invoking the transfer
If an agent
performs a warm transfer to another agent and then that agent is queued, or a
SendToVRU label returns to
Unified CM using
jtapi on the
Unified CM PG
connection, then you must associate a Route Pattern for that label with a SIP
TRUNK to send to Unified CVP or the Proxy Server to ensure the call returns to
Unified CVP. Unified CVP then sends the
instruction message back to
Unified ICME on
the Unified CVP routing client and starts the queuing.
These SIP calls
do not require MTP enablement on the SIP trunks.
When using the Warm
Transfer feature for SIP Calls with queuing, and the agent completes a consult
transfer to ther caller while the call is still in the queue (VXML Gateway),
then the call flow does not require MTP enabled on the SIP trunk that is
associated with the VRU label route pattern.
The MTP is not
required if VXML GW version is IOS 12.4.(15)T8 or 12.4(20)T2 or later versions
on these T releases. In cases, where there is SIP DTMF capability mismatch, MTP
is required between Unified Customer Voice Portal (CVP) and Cisco Unified
Communications Manager (CUCM).
Set Up Unified
ICME Warm Consult Transfer
Unified CVP with a Type 10 VRU does not support multiple Network
VRUs on the same Unified CVP peripheral device. Multiple customer instances can
be used in order to address multiple Network VRUs, but they must then address
different physical Unified CVP Call Servers as well. Calls that originate from
an ACD or Unified CM, such as Warm Transfer/Conference, Helpdesk, or Outbound
calls, are also limited to one Network VRU on any given Unified CVP Call
Server. Note that the reverse is supported - multiple Unified CVP Call Servers
can share the same Network VRU.
In this scenario, an agent transfers a call to another agent by
dialing that agent's ID. If the agent is unavailable, the originating agent is
placed in a queue to wait for the second agent to pick up the call.
For the first agent to be queued while waiting for another agent, set
up the following configuration:
In the ICM Configuration Manager's PG Explorer tool Routing
Client tabs, uncheck the
NetworkTransferPreferred check box for
and Unified CVP routing clients.
Advanced tab for the
routing client, select
None for the Network VRU and the Type 10 VRU for the Unified
CVP routing client.
For the Type 10 VRU, in the ICM Configuration Manager's Network
VRU Explorer tool, define a label for the
routing client as well as the Unified CVP routing client, and associate them
with a customer instance.
In the ICM Configuration Manager's Dialed Number List Tool,
associate the dialed numbers for the incoming call as well as the transfer
dialed number with the same customer instance.
When the second call is placed for the warm transfer and no agent
is available, the label defined on the
CM RC plus the correlation ID will be sent back via EAPIM/JGW to
CM. For example, if the label is 7777777777, with a correlation ID it
could be 777777777712345 because the call originated from the
CM RC, and also because the
NetworkTransferPreferred check box is not
Routing > Route/Hunt > Route
Pattern > Add New. Add a new
route pattern to route the call to Unified CVP using the SIP trunk if you are
adding from the Device Management menu (for example, 777! where ! allows label
plus arbitrary length correlation ID).
When Unified CVP sees this call, it perceives it as a pre-routed call
with a correlation ID and sends it back to
to continue the script.
sends a temporary connection back to Unified CVP, which queues the agent call
while the caller hears music on hold (MoH) from
When customized CTI clients are used, consult transfer mechanism
is utilized to check if the second agent is really answering the call before
the call is being finally transferred automatically by the customized CTI
client. In this scenario, it is not required for the agents transferring the
call to complete the transfer manually as customized CTI client automatically
transfers the calls. However, this is applicable only when the second agent
(called agent) answers the call and not before. Customized clients should wait
for five seconds before completing the automatic consult transfer to avoid race