Takeback-and-Transfer (TNT), also known as Transfer Connect, is
a transfer method where dual tone multifrequency (DTMF) tones are outpulsed to
the PSTN by Unified CVP. TNT outpulses DTMF tones to the PSTN. A typical DTMF
sequence is *8xxxx, where xxxx represents a new routing label for the PSTN.
Upon detection of a TNT DTMF sequence, the PSTN drops the call leg to the
Ingress Gateway port, and then reroutes the caller to a new PSTN location, such
as a TDM ACD location. This method is offered by a few PSTN service providers.
can use TNT, if they have an existing ACD site but no IVR and want to use
Unified CVP as an IVR. Over time, customers may need to transition agents from
the TDM ACD to Unified CCE and use Unified CVP as an IVR, queueing point, and
transfer pivot point. Using Unified CVP as more than just an IVR eliminates the
need for TNT services.
CVP deployments with Unified ICM, the DTMF routing label that is outpulsed can
be a Unified ICM translation routing label to enable passing of call data to
another Unified ICM peripheral, such as a TDM ACD. In this scenario, Unified
CVP views the call as completed, and Unified CVP call control is ended. With
TNT, if the transfer to the termination point fails, Unified CVP cannot reroute
the call. Using some TNT services, you can reroute the callback to Unified CVP.
However, Unified CVP treats this call as a new call.