The information in this section applies to ACD integrations that use Unified CVP.
The ACD device shares the following characteristics:
Manage agents and transfer calls to the destination.
Route requests and be switch leg devices. However, the device cannot handle Correlation ID and more than one transfer.
An ACD user issues a Route Request for one of the following reasons:
Connect to another agent in a particular skill group
Reach a self-service application
Blind-transfer a previously received call to one of the above entities
Each of the above calls invokes a routing script. The script searches for an available destination agent or service and if
an appropriate destination is found, it sends the corresponding label either back to the ACD or, if blind-transferring an
existing call, to the original caller's Switch leg device. If it needs to queue the call or if the ultimate destination is
intended to be a self-service application rather than an agent or service, the script sends a VRU translation route label
either back to the ACD or, if transferring an existing call through blind-transfer, to the original caller's Switch leg device.
If the above sequence results in transferring the call to Unified CVP's VRU leg device, a second transfer is done to deliver
it to a Voice Browser. To ensure that these events take place, the following configuration elements are required:
Packaged CCE chooses an agent or ACD destination label for a call, it tries to find one that lists a routing client that can accept that
label. For calls originated by an ACD that are not blind transfers of existing calls, the only routing client is the ACD
, after the call is transferred to Unified CVP, because of the handoff operation, the only routing client is the Unified CVP
Switch leg. However, in the case of blind transfers of existing calls, two routing clients are possible:
The Call Server switch leg that delivered the original call.
The ACD . For calls that originate through Unified CVP, you can prioritize Unified CVP labels above ACD labels by checking
the Network Transfer Preferred check box in the
Packaged CCE screen for the Unified CVP peripheral.