CTI Agent transfer

[asimshakeelzain]

Hi,

Could anyone support to find out the call flow how I can configured specific condition

Existing Call flow in UCCE enviorment

VGW--Call server--ICM--CUCM

Actually, want to transfer the call from the CTI Agent back to ICM OR CVP then forward the call remote other side via SIP Trunk.

I would really appreciate if any one support me.

[Geevarghese Cheria]

Hi Asim,

   I would request you to refer the basic call flow that is mentioned in this url - CUCM to CVP calls. CTI-RP vs Route Pattern | Contact Center | Cisco Support Community | 5926 | 12236066

Thanks and Regards,

Geevarghese

[asimshakeelzain · Accepted solution]

Hi Gcheria,

Many thanks for your support

Is this scenerio applicable for version 8.5? as we are running , and let me add that we want to transfer from CTI agent (like once agent received the call and he feels customer wants some specific services that being offered to other side then agent can transfer the call to system) the call outside the UCCE enviroment to another side where they will provide us hunt goup to be manage in their avaiable agent.

Looking forward to welcoming your response.

Regards,

Asim