This document was generated from CDN thread
Created by: Ivan Fernandez on 22-03-2013 08:42:07 AM
From my CVP application I am looking to transfer to an external application (without passing any data) but I would like to know if possible when the other application has hangup / disconnected and then get the control back to my application..
is this possible in the cvp studio / VXML and if yes how ?
Subject: Re: New Message from Ivan Fernandez in Customer Voice Portal (CVP) - CVP -
Replied by: Ivan Fernandez on 22-03-2013 09:23:10 AM
Or done is just to verify that the tranfer was succesfull and the call will
automatically return upon call hangup?
Thanks
On Fri, Mar 22, 2013 at 2:19 PM, Cisco Developer Community Forums <
cdicuser@developer.cisco.com> wrote:
> Ivan Fernandez has created a new message in the forum "CVP - All
> Versions": --------------------------------------------------------------
> Thanks Hemal and I guess I am using exit state "done" to check if the call
> was succesfully finished on the other end ?
>
>
>
> On Fri, Mar 22, 2013 at 1:59 PM, Cisco Developer Community Forums <
> cdicuser@developer.cisco.com> wrote:
>
> > Hemal Mehta has created a new message in the forum "CVP - All Versions":
> > -------------------------------------------------------------- You can
> use
> > a bridged transfer to achieve such a functionality. Use transfer element
> > under Call control and set bridge to true and try that. You need to
> program
> > for the exit states out of the transfer element and handle it
> appropiately.
> > Hemal
> > --
> > To respond to this post, please click the following link:
> >
> http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/1339234[image:
> emoticon]r simply reply to this email.
> --
> To respond to this post, please click the following link:
> http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/13392651or simply reply to this email.
Subject: Re: New Message from Ivan Fernandez in Customer Voice Portal (CVP) - CVP -
Replied by: Janine Graves on 22-03-2013 09:27:09 AM
Did you want to do a telephony transfer of the incoming caller so they
can speak with a 3rd party? If so, then this is correct, use bridge
transfer.
But with bridge transfer, you'll only exit down the 'done' exit state
if the 3rd party disconnects.
If the initial party disconnects, then the telephone.disconnect.hangup
event occurs and you can check for this in your end of call java using
getHowCallEnded().
If you're wanting to 'transfer' control to a different Studio
application, then that's different.
Please clarify.
Subject: RE: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP - All
Replied by: GEOFFREY THOMPSON on 22-03-2013 09:43:10 AM
>>>>You can use a bridged transfer to achieve such a functionality. Use transfer element under Call control and set bridge to true and try that. You need to program for the exit states out of the transfer element and handle it appropiately.
The transfer element only applies to CVP VXML Stand-alone.
If the original poster is using CVP VXML Stand-alone, well and good. If using Comprehensive, then use ICM and return a label.
Regards,
Geoff
Subject: RE: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP - All
Replied by: GEOFFREY THOMPSON on 22-03-2013 09:46:09 AM
I refer you all to the 8.5 SRND page 10-8
“VoiceXML call control is supported only in standalone Unified CVP deployments (Deployment Model #1) in which call control is provided by the Unified CVP VXML Server. Deployment Model #3b, which also incorporates the Unified CVP VXML Server, does not support VoiceXML call control. In those and all Unified ICM integrated deployments, Unified ICM must make all call control decisions.”
Regards,
Geoff
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Hemal Mehta on 22-03-2013 08:59:26 AM
You can use a bridged transfer to achieve such a functionality. Use transfer element under Call control and set bridge to true and try that. You need to program for the exit states out of the transfer element and handle it appropiately.
Hemal
Subject: Re: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP - All
Replied by: Ivan Fernandez on 22-03-2013 09:19:35 AM
Thanks Hemal and I guess I am using exit state "done" to check if the call
was succesfully finished on the other end ?
On Fri, Mar 22, 2013 at 1:59 PM, Cisco Developer Community Forums <
cdicuser@developer.cisco.com> wrote:
> Hemal Mehta has created a new message in the forum "CVP - All Versions":
> -------------------------------------------------------------- You can use
> a bridged transfer to achieve such a functionality. Use transfer element
> under Call control and set bridge to true and try that. You need to program
> for the exit states out of the transfer element and handle it appropiately.
> Hemal
> --
> To respond to this post, please click the following link:
> http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/1339234
r simply reply to this email.
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Hemal Mehta on 22-03-2013 09:21:33 AM
Yes, that is correct.
Subject: RE: New Message from Ivan Fernandez in Customer Voice Portal (CVP) - CVP -
Replied by: Hemal Mehta on 22-03-2013 09:25:35 AM
It indicates call transfer was successful. By default bridge setting of true will hold the line till the other side hangs up.
From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Friday, March 22, 2013 9:23 AM
To: cdicuser@developer.cisco.com
Subject: New Message from Ivan Fernandez in Customer Voice Portal (CVP) - CVP - All Versions: Re: New Message from Ivan Fernandez in Customer Voice Portal (CVP) - CVP -
Ivan Fernandez has created a new message in the forum "CVP - All Versions": -------------------------------------------------------------- Or done is just to verify that the tranfer was succesfull and the call will
automatically return upon call hangup?
Thanks
On Fri, Mar 22, 2013 at 2:19 PM, Cisco Developer Community Forums <
cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>> wrote:
> Ivan Fernandez has created a new message in the forum "CVP - All
> Versions": --------------------------------------------------------------
> Thanks Hemal and I guess I am using exit state "done" to check if the call
> was succesfully finished on the other end ?
>
>
>
> On Fri, Mar 22, 2013 at 1:59 PM, Cisco Developer Community Forums <
> cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>> wrote:
>
> > Hemal Mehta has created a new message in the forum "CVP - All Versions":
> > -------------------------------------------------------------- You can
> use
> > a bridged transfer to achieve such a functionality. Use transfer element
> > under Call control and set bridge to true and try that. You need to
> program
> > for the exit states out of the transfer element and handle it
> appropiately.
> > Hemal
> > --
> > To respond to this post, please click the following link:
> >
> http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/1339234[image<http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/1339234%5bimage>:
> emoticon]r simply reply to this email.
> --
> To respond to this post, please click the following link:
> http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/13392651or simply reply to this email.
--
To respond to this post, please click the following link: http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/13391058 or simply reply to this email.
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Hemal Mehta on 22-03-2013 09:57:19 AM
Geoff,
It may not be supported, but just an FYI, I have got it to work in comprehensive model. With ICM how can I get the call to come back at same point of the CVP IVR menu where I left and also retain the session information of that IVR call. Is there a way around that ?
Subject: RE: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP - All
Replied by: GEOFFREY THOMPSON on 22-03-2013 10:10:09 AM
Hemal,
Can you explain the use case?
Regards,
Geoff
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Hemal Mehta on 22-03-2013 10:18:12 AM
Here is the scenario Geoff. Call comes to CVP IVR, say the user is taking a survey and now for a particular question it need to transfer to an person or agent to validate something. The call gets transferred as a bridged call. The caller talks to an agent and when he/she is done, they come back to the same IVR menu with all their session data intact. Don't see a way to do it in ICM.
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Gerard O'Rourke on 22-03-2013 10:44:02 AM
Guys,
I also woudl like to do something similar thing to what Hemal is proposing.
I need to transfer a call, but I need to catch when the call is hung up (and do a web services call on the call hangup).
If I use ICM to do the transfer, I see no way to catch the hangup event. So I too woudl like to use CVP VXML server (in compreshensive mode) to do a Call Transfer.
But as Geoff points out, this is not supported.
Any ideas, would be good!
Gerry
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Sidney Orret on 22-03-2013 10:50:36 AM
Rule #1: In CVP comprenhensive mode never use VXML Call Control. Let ICM to perform all call routing (including transfers).
I believe the scenario you describe can be achieved with a smart use of the From and ToExtVXML variable arrays unless the amount of data you need to hold is too big. In that case you will have to consider some stagging method (database, webservice, etc) to hold the data for you while the transfer happens.
My approach to the solution would be:
1. VXML app start the survey. Collects data.
2. Reach a point where needs to talk to an agent. On the VXML set a Cisco Subdialog return with the relevant variables and return control to ICM.
3. On ICM use a Label node with requery enable to transfer the call, or if you need to queue a Queue To Skill Group node.
4. Once call is sucesfully completed set the right variables for VXML and return to control to the VXML app (icm run ext script).
5. On the VXML app, parse the incoming variables and take the call to the appropiate point inside the application
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Sidney Orret on 22-03-2013 11:03:47 AM
Have you explored the option of using a custom TCL script on the incoming dial-peers?
[quote=Gerard O'Rourke]Guys,
I also woudl like to do something similar thing to what Hemal is proposing.
I need to transfer a call, but I need to catch when the call is hung up (and do a web services call on the call hangup).
If I use ICM to do the transfer, I see no way to catch the hangup event. So I too woudl like to use CVP VXML server (in compreshensive mode) to do a Call Transfer.
But as Geoff points out, this is not supported.
Any ideas, would be good!
Gerry
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Gerard O'Rourke on 22-03-2013 11:15:56 AM
Intersting Idea. But I see a number of issues with that approach.
The Call flow would be: Call from PSTN comes into CVP Gateway and routes to CVP, runs ICM scrpit, Queues and gets answered by an Agent.
Agent on SOME (and only some calls), then need to transfer the caller to a external number (which can be any number), but before this transfer occurs a web service lookup needs to be done and I also need to catch the hangup event so we know when this call has been completed.
This can be nearly be achieved (exlcuding the hangup event), by the Agent Desktop transfering to a ICM Script and passing the number that needs to be transfered to as a Peripheral Variable, which can be used in the ICM script to route to a that number. A CVP Studio App would be called before the transfer to do the web service call (and it uses the GUID or Router Call key as a uniqiue identifer).
Most of the incoming calls would not not be transfered by the agent.
I do want all calls to catch hangup events, just these particulur 'special transfers'.
Gerry
Subject: RE: Re: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP -
Replied by: Hemal Mehta on 22-03-2013 11:46:46 AM
Sidney,
Thanks for suggesting the ICM workaround, however with large amount of data it can get very cumbersome and also from CVP reporting purposes, it gets more complicated.
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Sidney Orret on 22-03-2013 07:05:03 PM
Now that I understand the callflow a bit better I think the solution is not on ICM or VXML app. To catch the hangup event either on ICM or a VXML application you would need to do a conference not a transfer so ICM or VXML app stays on the call until one of the other parties drops. The main problem is that conferences functionality are not available on either of them. The main issue is that once the transfer is completed ICM or the VXML app don't have control or visibility of the call anymore.
The only two devices that are still engaged on a transferred call are the ingress GW and the CVP Call Server. I think the best route to explore is a TCL script ion the GW that (just an idea) triggers an http request and pass some parameters to a VXML application that then takes care of the post call processing.
[quote=Gerard O'Rourke]Intersting Idea. But I see a number of issues with that approach.
The Call flow would be: Call from PSTN comes into CVP Gateway and routes to CVP, runs ICM scrpit, Queues and gets answered by an Agent.
Agent on SOME (and only some calls), then need to transfer the caller to a external number (which can be any number), but before this transfer occurs a web service lookup needs to be done and I also need to catch the hangup event so we know when this call has been completed.
This can be nearly be achieved (exlcuding the hangup event), by the Agent Desktop transfering to a ICM Script and passing the number that needs to be transfered to as a Peripheral Variable, which can be used in the ICM script to route to a that number. A CVP Studio App would be called before the transfer to do the web service call (and it uses the GUID or Router Call key as a uniqiue identifer).
Most of the incoming calls would not not be transfered by the agent.
I do want all calls to catch hangup events, just these particulur 'special transfers'.
Gerry
Subject: RE: Re: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP -
Replied by: Gerard O'Rourke on 25-03-2013 04:11:29 AM
Sidney,
I would have thought a CVP Standalone app can catch a handup event, even on a transfer and not a conference.
i.e. on a transfer there is a setting for max transfer time. I believe this is only relevant for a bridge transfer, but it means the signalling is held up by the App for the duration and allows you to do further IVR after the transfer, such as telephony card app, (bring back to IVR, if caller enters #.
For the TCL script approach, I assume this would be on the outbound leg only? Any ideas on if there is any similar TCL script that I coudl use as a reference?
Gerry
Subject: RE: Re: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP -
Replied by: Sidney Orret on 25-03-2013 09:40:41 AM
All the along I have been thinking CVP Comprehensive. On the standalone model you can have full control of the call from the VXML application. The max transfer time will work just fine as long as the set time is greater than the possible longest call.
Regarding the TCL script I am suggesting it just as an idea that might work on a comprenhensive deployment by monitoring the end of the inbound call and reacting accordingly on call termination.
[quote=Gerard O'Rourke]Sidney,
I would have thought a CVP Standalone app can catch a handup event, even on a transfer and not a conference.
i.e. on a transfer there is a setting for max transfer time. I believe this is only relevant for a bridge transfer, but it means the signalling is held up by the App for the duration and allows you to do further IVR after the transfer, such as telephony card app, (bring back to IVR, if caller enters #.
For the TCL script approach, I assume this would be on the outbound leg only? Any ideas on if there is any similar TCL script that I coudl use as a reference?
Gerry
Created by: Ivan Fernandez on 22-03-2013 08:42:07 AM
From my CVP application I am looking to transfer to an external application (without passing any data) but I would like to know if possible when the other application has hangup / disconnected and then get the control back to my application..
is this possible in the cvp studio / VXML and if yes how ?
Subject: Re: New Message from Ivan Fernandez in Customer Voice Portal (CVP) - CVP -
Replied by: Ivan Fernandez on 22-03-2013 09:23:10 AM
Or done is just to verify that the tranfer was succesfull and the call will
automatically return upon call hangup?
Thanks
On Fri, Mar 22, 2013 at 2:19 PM, Cisco Developer Community Forums <
cdicuser@developer.cisco.com> wrote:
> Ivan Fernandez has created a new message in the forum "CVP - All
> Versions": --------------------------------------------------------------
> Thanks Hemal and I guess I am using exit state "done" to check if the call
> was succesfully finished on the other end ?
>
>
>
> On Fri, Mar 22, 2013 at 1:59 PM, Cisco Developer Community Forums <
> cdicuser@developer.cisco.com> wrote:
>
> > Hemal Mehta has created a new message in the forum "CVP - All Versions":
> > -------------------------------------------------------------- You can
> use
> > a bridged transfer to achieve such a functionality. Use transfer element
> > under Call control and set bridge to true and try that. You need to
> program
> > for the exit states out of the transfer element and handle it
> appropiately.
> > Hemal
> > --
> > To respond to this post, please click the following link:
> >
> http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/1339234[image:
> emoticon]r simply reply to this email.
> --
> To respond to this post, please click the following link:
> http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/13392651or simply reply to this email.
Subject: Re: New Message from Ivan Fernandez in Customer Voice Portal (CVP) - CVP -
Replied by: Janine Graves on 22-03-2013 09:27:09 AM
Did you want to do a telephony transfer of the incoming caller so they
can speak with a 3rd party? If so, then this is correct, use bridge
transfer.
But with bridge transfer, you'll only exit down the 'done' exit state
if the 3rd party disconnects.
If the initial party disconnects, then the telephone.disconnect.hangup
event occurs and you can check for this in your end of call java using
getHowCallEnded().
If you're wanting to 'transfer' control to a different Studio
application, then that's different.
Please clarify.
Subject: RE: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP - All
Replied by: GEOFFREY THOMPSON on 22-03-2013 09:43:10 AM
>>>>You can use a bridged transfer to achieve such a functionality. Use transfer element under Call control and set bridge to true and try that. You need to program for the exit states out of the transfer element and handle it appropiately.
The transfer element only applies to CVP VXML Stand-alone.
If the original poster is using CVP VXML Stand-alone, well and good. If using Comprehensive, then use ICM and return a label.
Regards,
Geoff
Subject: RE: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP - All
Replied by: GEOFFREY THOMPSON on 22-03-2013 09:46:09 AM
I refer you all to the 8.5 SRND page 10-8
“VoiceXML call control is supported only in standalone Unified CVP deployments (Deployment Model #1) in which call control is provided by the Unified CVP VXML Server. Deployment Model #3b, which also incorporates the Unified CVP VXML Server, does not support VoiceXML call control. In those and all Unified ICM integrated deployments, Unified ICM must make all call control decisions.”
Regards,
Geoff
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Hemal Mehta on 22-03-2013 08:59:26 AM
You can use a bridged transfer to achieve such a functionality. Use transfer element under Call control and set bridge to true and try that. You need to program for the exit states out of the transfer element and handle it appropiately.
Hemal
Subject: Re: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP - All
Replied by: Ivan Fernandez on 22-03-2013 09:19:35 AM
Thanks Hemal and I guess I am using exit state "done" to check if the call
was succesfully finished on the other end ?
On Fri, Mar 22, 2013 at 1:59 PM, Cisco Developer Community Forums <
cdicuser@developer.cisco.com> wrote:
> Hemal Mehta has created a new message in the forum "CVP - All Versions":
> -------------------------------------------------------------- You can use
> a bridged transfer to achieve such a functionality. Use transfer element
> under Call control and set bridge to true and try that. You need to program
> for the exit states out of the transfer element and handle it appropiately.
> Hemal
> --
> To respond to this post, please click the following link:
> http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/1339234
r simply reply to this email.Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Hemal Mehta on 22-03-2013 09:21:33 AM
Yes, that is correct.
Subject: RE: New Message from Ivan Fernandez in Customer Voice Portal (CVP) - CVP -
Replied by: Hemal Mehta on 22-03-2013 09:25:35 AM
It indicates call transfer was successful. By default bridge setting of true will hold the line till the other side hangs up.
From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Friday, March 22, 2013 9:23 AM
To: cdicuser@developer.cisco.com
Subject: New Message from Ivan Fernandez in Customer Voice Portal (CVP) - CVP - All Versions: Re: New Message from Ivan Fernandez in Customer Voice Portal (CVP) - CVP -
Ivan Fernandez has created a new message in the forum "CVP - All Versions": -------------------------------------------------------------- Or done is just to verify that the tranfer was succesfull and the call will
automatically return upon call hangup?
Thanks
On Fri, Mar 22, 2013 at 2:19 PM, Cisco Developer Community Forums <
cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>> wrote:
> Ivan Fernandez has created a new message in the forum "CVP - All
> Versions": --------------------------------------------------------------
> Thanks Hemal and I guess I am using exit state "done" to check if the call
> was succesfully finished on the other end ?
>
>
>
> On Fri, Mar 22, 2013 at 1:59 PM, Cisco Developer Community Forums <
> cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>> wrote:
>
> > Hemal Mehta has created a new message in the forum "CVP - All Versions":
> > -------------------------------------------------------------- You can
> use
> > a bridged transfer to achieve such a functionality. Use transfer element
> > under Call control and set bridge to true and try that. You need to
> program
> > for the exit states out of the transfer element and handle it
> appropiately.
> > Hemal
> > --
> > To respond to this post, please click the following link:
> >
> http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/1339234[image<http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/1339234%5bimage>:
> emoticon]r simply reply to this email.
> --
> To respond to this post, please click the following link:
> http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/13392651or simply reply to this email.
--
To respond to this post, please click the following link: http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/13391058 or simply reply to this email.
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Hemal Mehta on 22-03-2013 09:57:19 AM
Geoff,
It may not be supported, but just an FYI, I have got it to work in comprehensive model. With ICM how can I get the call to come back at same point of the CVP IVR menu where I left and also retain the session information of that IVR call. Is there a way around that ?
Subject: RE: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP - All
Replied by: GEOFFREY THOMPSON on 22-03-2013 10:10:09 AM
Hemal,
Can you explain the use case?
Regards,
Geoff
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Hemal Mehta on 22-03-2013 10:18:12 AM
Here is the scenario Geoff. Call comes to CVP IVR, say the user is taking a survey and now for a particular question it need to transfer to an person or agent to validate something. The call gets transferred as a bridged call. The caller talks to an agent and when he/she is done, they come back to the same IVR menu with all their session data intact. Don't see a way to do it in ICM.
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Gerard O'Rourke on 22-03-2013 10:44:02 AM
Guys,
I also woudl like to do something similar thing to what Hemal is proposing.
I need to transfer a call, but I need to catch when the call is hung up (and do a web services call on the call hangup).
If I use ICM to do the transfer, I see no way to catch the hangup event. So I too woudl like to use CVP VXML server (in compreshensive mode) to do a Call Transfer.
But as Geoff points out, this is not supported.
Any ideas, would be good!
Gerry
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Sidney Orret on 22-03-2013 10:50:36 AM
Rule #1: In CVP comprenhensive mode never use VXML Call Control. Let ICM to perform all call routing (including transfers).
I believe the scenario you describe can be achieved with a smart use of the From and ToExtVXML variable arrays unless the amount of data you need to hold is too big. In that case you will have to consider some stagging method (database, webservice, etc) to hold the data for you while the transfer happens.
My approach to the solution would be:
1. VXML app start the survey. Collects data.
2. Reach a point where needs to talk to an agent. On the VXML set a Cisco Subdialog return with the relevant variables and return control to ICM.
3. On ICM use a Label node with requery enable to transfer the call, or if you need to queue a Queue To Skill Group node.
4. Once call is sucesfully completed set the right variables for VXML and return to control to the VXML app (icm run ext script).
5. On the VXML app, parse the incoming variables and take the call to the appropiate point inside the application
Hemal Mehta:Here is the scenario Geoff. Call comes to CVP IVR, say the user is taking a survey and now for a particular question it need to transfer to an person or agent to validate something. The call gets transferred as a bridged call. The caller talks to an agent and when he/she is done, they come back to the same IVR menu with all their session data intact. Don't see a way to do it in ICM.
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Sidney Orret on 22-03-2013 11:03:47 AM
Have you explored the option of using a custom TCL script on the incoming dial-peers?
[quote=Gerard O'Rourke]Guys,
I also woudl like to do something similar thing to what Hemal is proposing.
I need to transfer a call, but I need to catch when the call is hung up (and do a web services call on the call hangup).
If I use ICM to do the transfer, I see no way to catch the hangup event. So I too woudl like to use CVP VXML server (in compreshensive mode) to do a Call Transfer.
But as Geoff points out, this is not supported.
Any ideas, would be good!
Gerry
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Gerard O'Rourke on 22-03-2013 11:15:56 AM
Intersting Idea. But I see a number of issues with that approach.
The Call flow would be: Call from PSTN comes into CVP Gateway and routes to CVP, runs ICM scrpit, Queues and gets answered by an Agent.
Agent on SOME (and only some calls), then need to transfer the caller to a external number (which can be any number), but before this transfer occurs a web service lookup needs to be done and I also need to catch the hangup event so we know when this call has been completed.
This can be nearly be achieved (exlcuding the hangup event), by the Agent Desktop transfering to a ICM Script and passing the number that needs to be transfered to as a Peripheral Variable, which can be used in the ICM script to route to a that number. A CVP Studio App would be called before the transfer to do the web service call (and it uses the GUID or Router Call key as a uniqiue identifer).
Most of the incoming calls would not not be transfered by the agent.
I do want all calls to catch hangup events, just these particulur 'special transfers'.
Gerry
Subject: RE: Re: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP -
Replied by: Hemal Mehta on 22-03-2013 11:46:46 AM
Sidney,
Thanks for suggesting the ICM workaround, however with large amount of data it can get very cumbersome and also from CVP reporting purposes, it gets more complicated.
Subject: RE: Transfer to an external application (number) and then get the call back
Replied by: Sidney Orret on 22-03-2013 07:05:03 PM
Now that I understand the callflow a bit better I think the solution is not on ICM or VXML app. To catch the hangup event either on ICM or a VXML application you would need to do a conference not a transfer so ICM or VXML app stays on the call until one of the other parties drops. The main problem is that conferences functionality are not available on either of them. The main issue is that once the transfer is completed ICM or the VXML app don't have control or visibility of the call anymore.
The only two devices that are still engaged on a transferred call are the ingress GW and the CVP Call Server. I think the best route to explore is a TCL script ion the GW that (just an idea) triggers an http request and pass some parameters to a VXML application that then takes care of the post call processing.
[quote=Gerard O'Rourke]Intersting Idea. But I see a number of issues with that approach.
The Call flow would be: Call from PSTN comes into CVP Gateway and routes to CVP, runs ICM scrpit, Queues and gets answered by an Agent.
Agent on SOME (and only some calls), then need to transfer the caller to a external number (which can be any number), but before this transfer occurs a web service lookup needs to be done and I also need to catch the hangup event so we know when this call has been completed.
This can be nearly be achieved (exlcuding the hangup event), by the Agent Desktop transfering to a ICM Script and passing the number that needs to be transfered to as a Peripheral Variable, which can be used in the ICM script to route to a that number. A CVP Studio App would be called before the transfer to do the web service call (and it uses the GUID or Router Call key as a uniqiue identifer).
Most of the incoming calls would not not be transfered by the agent.
I do want all calls to catch hangup events, just these particulur 'special transfers'.
Gerry
Subject: RE: Re: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP -
Replied by: Gerard O'Rourke on 25-03-2013 04:11:29 AM
Sidney,
I would have thought a CVP Standalone app can catch a handup event, even on a transfer and not a conference.
i.e. on a transfer there is a setting for max transfer time. I believe this is only relevant for a bridge transfer, but it means the signalling is held up by the App for the duration and allows you to do further IVR after the transfer, such as telephony card app, (bring back to IVR, if caller enters #.
For the TCL script approach, I assume this would be on the outbound leg only? Any ideas on if there is any similar TCL script that I coudl use as a reference?
Gerry
Subject: RE: Re: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP -
Replied by: Sidney Orret on 25-03-2013 09:40:41 AM
All the along I have been thinking CVP Comprehensive. On the standalone model you can have full control of the call from the VXML application. The max transfer time will work just fine as long as the set time is greater than the possible longest call.
Regarding the TCL script I am suggesting it just as an idea that might work on a comprenhensive deployment by monitoring the end of the inbound call and reacting accordingly on call termination.
[quote=Gerard O'Rourke]Sidney,
I would have thought a CVP Standalone app can catch a handup event, even on a transfer and not a conference.
i.e. on a transfer there is a setting for max transfer time. I believe this is only relevant for a bridge transfer, but it means the signalling is held up by the App for the duration and allows you to do further IVR after the transfer, such as telephony card app, (bring back to IVR, if caller enters #.
For the TCL script approach, I assume this would be on the outbound leg only? Any ideas on if there is any similar TCL script that I coudl use as a reference?
Gerry