Yes, the call is automatically set up from the agent phone at the request of the agent PG. So, from the perspective of the call, the agent experience is similar to direct preview mode. However, in this case the data flow is more like it is for an incoming call, just with the call the other way around.
I've dropped a ppt in the Box location that shows some variants on the basic callback scenario.
Thanks for the help Paul.
Can you point to a doc or link around the CVP sip refer? We are attempting to use CVP to playback the callers name (to the agent) and then do a sip refer to the customer number as you outlined in the ppt. The sip refer is not working and are not seeing it really try. No debug on the vxml gateway, nothing gets to CUCM. Also seeing different syntax on the proper label for the sip refer.
Any help would be appreciated.
There's 3 ways to invoke the SIP REFER.
In the Box doc I used the third option which includes the destination IP address explicitly and bypasses CVP SIP number resolution. The first two ways use CVPs configured dial plan handling as normal to map dest DN to IP address.
The second aspect you need to address is configuring UCM to handle the incoming REFER. Add a SIP Route Pattern to map destination IP address/host to the right SIP trunk.
First debug steps are to look in the CVP Call Server log and get a Wireshark trace on the CVP server to see what the SIP REFER message looks like, assuming it gets that far.
The RHS is your intended transfer destination IP address or hostname; so in this example it's the egress gateway address. Whatever you set the label to will populate the SIP REFER message Refer-To header and will be the IP destination the UCM SIP Route Pattern will have to resolve.