In addition to providing self-service, the Standalone VoiceXML deployment model can transfer callers to another endpoint – either VoIP (for example, Cisco Unified Communications Manager) or TDM (for example, egress voice gateway to PSTN or TDM ACD). However, no IVR application data can be passed to the new endpoint with this deployment model, so there is no agent screen pop if the endpoint is a TDM ACD.
This model supports the following types of transfers:
VoiceXML Bridged Transfer
VoiceXML Blind Transfer
Release Trunk Transfer (TNT, hookflash, TBCT, and SIP Refer)
The VoiceXML transfers are invoked using the transfer element from Cisco Unified Call Studio. Release Trunk Transfers are invoked by providing specially formatted return values in subdialog_return element.
Agent transfers from agent phones are not supported in standalone deployments. Agent transfers from an agent's IP phone must be controlled by a Unified CCE supported with Unified CVP comprehensive deployments.
In the case of a VoiceXML Bridged Transfer, the outcome of the transferred call leg (transfer failed, transfer call leg released, and so forth) is submitted back to the Unified CVP VXML Server. The VoiceXML session is then resumed, and further iterations of IVR call treatment and transfers can be performed. During the period of time that the call is transferred, a Unified CVP VXML Server port license is utilized with a bridged transfer.
In the case of a VoiceXML 2.0 Blind Transfer, the call remains connected through the ingress voice gateway, but Unified CVP does not have any method to provide any subsequent call control.
In the case of a Release Trunk Transfer, the ingress voice gateway port is released and no subsequent call control is possible.
For more details on transfers, see the chapter on Call Transfer Options.