This document describes how to display the proper Calling party Number (ANI) on a Customer Voice Portal (CVP) reentry transfer call.
Cisco recommends that you have knowledge of these topics:
Cisco Unified Contact Center Enterprise (UCCE)
Cisco Unified Communication Manager (CUCM)
Cisco Unfied SIP Proxy (CUSP)
The information in this document is based on these software versions:
CVP Server 7.0 and above
UCCE 7.0 and above
CUCM 7.0 and above
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
When an UCCE agent transfers a call to another agent via CUCM, the call is sent back to CVP by the use of a configured CUCM route pattern. The second agent who receives the call gets the ANI of the first agent instead of the orginal calling party.
In the transfer scenario of the call flow example, CVP only updates the individual call leg, but not all call legs. If the agent 2 picked up the call from agent 1 directly, the ANI update works correctly. In a normal scenario, the call update occurs through the P-Assert from CUCM
You can turn off the P-ASSERT on the CVP SIP Trunk. Open the CUCM Administration page, and navigate to Device > Trunk, click on the Find button and select the CVP SIP Trunk. After you make the changes save and reset the CVP SIP Trunk.
Warning: It is recommended to reset the CVP SIP Trunk during non-production hours. When you reset the CVP trunk, current calls can be terminated and new calls betrween CVP and CUCM can be rejected.