Created by: Sethuramalingam Balasubramanian on 15-12-2011 11:52:34 PM Hello, One of our APAC region banking customers has the following scenario: 1. Agent is speaking to customer 2. Agent identifies customer (and thus updates ECC variables with customer ID) 3. Agent conferences call to CVP 4. CVP sees customer ID - prompts customer to enter their TPIN 5. Customer enters TPIN (which in this case the IVR would need to mask by playing random DTMF tones over the top and the tones entered by caller and the random tones shouldn't be different) 6. CVP validates TPIN through proper back end host verification 7. CVP updates ECC variables (Validated) to say the customer is now authenticated 8. Agent drops the CVP conference leg of the call and continues the conversation with the customer. There are two possible resolutions here:- 1. The agent transfers the call to the IVR, which interacts with the customer to collect the TPIN digits, validates them and then passes the call back to the same agent. 2. The Agent conferences the call to the IVR and whilst the customer enters their TPIN the Agent does not here the entered tones and the call recording system does not record them. Option 1. The main issue is returning the call to the original agent (apparently can this be done?). Option 2. The main issue is the IVR can update the ECC variables to show the validation status, however there is no call update event which is generated in CTIOS to retrieve the updated ECC variables as it comes through a different peripheral (apparently this can't be done). Tone Masking (used in Option 2) is not seen as ideal as the random DTMF tones generated by CVP IVR and the caller tones (generated from the handset) used. When the call is getting conferenced from the Agent desktop to the CVP application, the call data set in the CVP IVR application is not notified to the agent (through the CALL_DATA_UPDATE event) which normally happens if the call is getting conferenced with another agent. Also the call data set is not getting reflected in the agent desktop even when using GetCallData from the agent desktop manually because the call data set in the CVP application is lost, when the call is disconnected in the IVR application post the TPIN validation Could you please give advice as to how we can move forward to a resolution? Thanks! -Sethu
Subject: RE: Temporary IVR Handoff for authentication Replied by: Jin Tiam Loh on 25-11-2013 06:00:22 AM Hi,
Which method was used here?
Looking at the temporary ivr handoff method, is it still considered as a conference call with the only exception is the agent is unable to hear the callers inputs because of the shunt call leg.
Thanks! -JT-
Subject: AUTO: Fang Wang/West Palm Beach/IBM is out of the office until 08/11/2013. Replied by: Fang Wang on 25-11-2013 06:00:55 AM I am out of the office until 12/02/2013.
I will not have email access. For emergencies, please contact my manager Sheri Daye at sdaye@us.ibm.com. Thanks.
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Subject: RE: New Message from Jin Tiam Loh in Customer Voice Portal (CVP) - General Replied by: Hemal Mehta on 25-11-2013 06:40:55 AM Actually I used the email API to transfer the fax. Hemal From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Monday, November 25, 2013 6:01 AM To: cdicuser@developer.cisco.com Subject: New Message from Jin Tiam Loh in Customer Voice Portal (CVP) - General Discussion - All Versions: RE: Temporary IVR Handoff for authentication
Jin Tiam Loh has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Hi,
Which method was used here?
Looking at the temporary ivr handoff method, is it still considered as a conference call with the only exception is the agent is unable to hear the callers inputs because of the shunt call leg.
Subject: RE: New Message from Jin Tiam Loh in Customer Voice Portal (CVP) - General Replied by: Paul Tindall on 25-11-2013 08:51:18 AM The temporary IVR handoff mechanism doesn't use a conference; it just rearranges the voice path between individual call legs at the ingress gateway and sets up the additional shunt call leg to join the caller to IVR.
Subject: RE: Temporary IVR Handoff for authentication Replied by: Jin Tiam Loh on 27-11-2013 06:36:40 AM Hi Paul,
Based on the Advanced Tips & Tricks V2 ;) its mentioned that CUBE has not been tested yet. Any known issue with CUBE?
BTW, do you know what can i get my hands on Volume 1? Also from Cisco Live site?
Thanks! -JT-
Subject: RE: Temporary IVR Handoff for authentication Replied by: Paul Tindall on 27-11-2013 10:02:23 AM Regarding CUBE, I'm not aware of fundamental problems and it is on the to-do list to test. That said, there are a couple of areas I could possibly forsee a code change. Are you looking to try it?
Attached Tips and Tricks Vol 1. This is from early 2009 so I think it pre-dates Cisco Live online material.
Paul
Subject: RE: New Message from Paul Tindall in Customer Voice Portal (CVP) - General Replied by: Hemal Mehta on 27-11-2013 03:12:51 PM This is good stuff Paul. Thx
From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Wednesday, November 27, 2013 10:03 AM To: cdicuser@developer.cisco.com Subject: New Message from Paul Tindall in Customer Voice Portal (CVP) - General Discussion - All Versions: RE: Temporary IVR Handoff for authentication
Paul Tindall has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Regarding CUBE, I'm not aware of fundamental problems and it is on the to-do list to test. That said, there are a couple of areas I could possibly forsee a code change. Are you looking to try it?
Attached Tips and Tricks Vol 1. This is from early 2009 so I think it pre-dates Cisco Live online material.
Subject: RE: Temporary IVR Handoff for authentication Replied by: Jin Tiam Loh on 03-12-2013 02:38:42 AM Hi Paul,
Yup the plan is to make use CUBE for both inbound and manual outbound (non campaign). The only limitation i found/read so far on the CUBE is it not supported for CPA for outbound campaign. Any other know limitations?
Regarding the IVR handoff method a) Slide 51 - #5 The agent sets up a consultative call leg to the IVR authentication application via the standard Type 10 and SendToVRU mechanism so that context is passed. During this period where the caller is doing the authentication in IVR, the agent talk time will be categorized as Active Other time(currentlytalking on internal (neither inbound nor outbound)?
Thanks! -JT-
Subject: RE: Temporary IVR Handoff for authentication Replied by: Paul Tindall on 03-12-2013 07:52:03 AM Right, CPA on outbound is the main one for a little while longer. A few other things such as some of the transfer mechanisms implemented in CVP survivability won't work and also SIP REFER passthru needs a minor survivability customisation to make it work.
Regarding handoff to IVR, the ICM will just see this as a normal consultative call as the handoff signalling mechanism and shunt is invisible to it.
Paul
Subject: RE: Temporary IVR Handoff for authentication Replied by: Jin Tiam Loh on 03-12-2013 10:45:30 AM Hi Paul,
Can you advice on the "some of the transfer mechanisms implemented in CVP survivability won't work" i guess in layman terms ;) not really a signalling person.
In my environment (comprehensive + combo ingress vxml GW) the following transfer requirement is required a) blind transfer back to IVR for self service actions b) ivr handoff c) SIP trunk from telco d) manual + predictive outbound but no outbound ivr e) CCB, agent greeting, agent whisper
Thanks! -JT-
Subject: RE: Temporary IVR Handoff for authentication Replied by: Paul Tindall on 03-12-2013 11:03:20 AM JT,
I was just referring to the PSTN-side things like *8 Takeback and TBCT which are TDM-gateway specific. All the IP-side functionality should be OK apart from the things we already mentioned -- no CPA on outbound using the SIP Dialer and the IVR Handoff custom solution not tested yet.
Currently, the IVR handoff call flow relies on functionality in the incoming call signalling path so won't work on outgoing (or outbound dialer generated) calls. I did sketch out a couple of possible approaches to try to extend this to outgoing call flows but there is no simple way to do it and so far I haven't had time to explore it further as it would require significant changes.
Here we are using an CTI Route point to connect with Handoff ICM script, now if I make a call directly to this CTI route point this is getting failed at second Send To VRU node.
however with one incoming call this works fine, I think it should be at least working while directly dialed from CUCM.
Not sure if this helps, but we have implemented an apporch which allows agent to transfer a call into an IVR and reroute back to the same Agent and in our case it re-routes the transfer call through Syntec and then onto CUBE and back to CVP. Syntec masks out any DTMF and it also takes the payment (and agent can view the customer in real time enter their card number ).
The apporoch is
1) an agent does a warm transfer into a CVP number / IVR. A Warm transfer is required so you can grab the ANI of the Agent (rather than the caller), but its set up specfically in this case to reoute through Syntec
2) The CVP does an SQL query to the AW database so you can determine the Agent ID, (you have the extension, but you need to know the agent).
3) CVP passes variables back to ICM and ICM can do a queue to Agent node and uses queue prioity 1.
In our case the agent is not speaking to teh caller for about 3 seconds, while they do the warm transfer, and press transfer to complete it (and bring teh call back to theselves).
In my case Agent is trying to reach the Authentication script via CTI route point however getting disconncet at Send to VRU Node. after I set the Call.SIPHeader value.
To start with, just disregard the handoff mechanism and make sure you can make a call from the agent phone/desktop to the CVP application via an ICM script. Once you've got that working OK using the normal CVP Type 10 2-stage Send-To-VRU mechanism, adding in the few extra bits for the handoff mechanism shouldn't introduce any new problems.
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