Created by: Igor Zatsarevnyy on 13-07-2010 05:00:10 PM Hi, We need to implement the following scenario: 1. A customer calls a CVP app. 2. The CVP app stores a unique call ID in a database, transfers this call to an agent and terminates, but the call remains active on a VoiceXML gateway. (I do not know exactly which type of call transfer we should use, maybe blind.) 3. The customer and agent talk to each other. 4. Then the agent transfers the call again to the CVP app. 5. The CVP app searches a current call ID in the database. (I suppose this ID is the same as for the step 2.) 6. If this search was successful the CVP app decides what to do with this call then. 7. If this search was not successful the CVP app runs beginning from the step 2. Please note when we use a blind transfer we are getting on the step 4 an error message from the VoiceXML gateway saying that this call is already active and redialing, i.e. call loop, is refused.
The purpose of this scenario is to release a CVP port to the time when the customer and agent talk to each other, i.e. we should not use a bridge transfer.
Does anybody know whether this scenario is possible? Thanks. Igor
Subject: RE: How to release a CVP port? Replied by: Tieying Xuan on 14-07-2010 09:14:45 AM Are you using "Transfer" element in CVP to transfer the call. In the call scenario, the second call will be treated as a new call with a Fifferent call ID. I think you need some other way to align the 2 calls. If you use ICM to route the call to an agent, the translation-route may help your requirement. Why you don't create 2 CVP application with different access numbers? The customer dials into the 1st application, transfer to an agent, then the agent transfer the call to the 2nd application.
Subject: RE: How to release a CVP port? Replied by: Hemal Mehta on 16-07-2010 09:43:24 PM
Hi,
We need to implement the following scenario:
1. A customer calls a CVP app. 2. The CVP app stores a unique call ID in a database, transfers this call to an agent and terminates, but the call remains active on a VoiceXML gateway. (I do not know exactly which type of call transfer we should use, maybe blind.) 3. The customer and agent talk to each other. 4. Then the agent transfers the call again to the CVP app. 5. The CVP app searches a current call ID in the database. (I suppose this ID is the same as for the step 2.) 6. If this search was successful the CVP app decides what to do with this call then. 7. If this search was not successful the CVP app runs beginning from the step 2.
Please note when we use a blind transfer we are getting on the step 4 an error message from the VoiceXML gateway saying that this call is already active and redialing, i.e. call loop, is refused.
The purpose of this scenario is to release a CVP port to the time when the customer and agent talk to each other, i.e. we should not use a bridge transfer.
Does anybody know whether this scenario is possible?
Thanks.
Avoid a transfer element from CVP. Send it to ICM from the VRU node in the ICM script. Once the agent finishes talking he can just do transfer to the IVR app.
Hemal
Igor
Subject: RE: How to release a CVP port? Replied by: Tieying Xuan on 17-07-2010 02:36:59 PM
Avoid a transfer element from CVP. Send it to ICM from the VRU node in the ICM script. Once the agent finishes talking he can just do transfer to the IVR app.
Hemal
That's the solution. But not sure if Igor will deploy ICM with CVP or not? If he is running CVP standalone only, the agent will has to transfer to the IVR app from the phone.
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