02-01-2012 08:32 PM - edited 03-14-2019 09:17 AM
Hello. We're building a contact center with UCCE and CVP 8.5. The call flow requires the call to be trasnferred out to an external 800# number and then transfer back for agent. Some calls will also need to be transferred out to third party companies when the contact center agent couldn't handle the call. Now during all the transfer out and back into the call center we need to preserve the original caller ANI. We plan to use take back and transfer feature from CVP but I have two questions here.
1. If the initial main number coming into the call center is not toll free but DID number, will CVP take back and transfer works with the carrier such as AT&T? I thought that only toll free number can support TNT but not DID.
2. Can CVP override ANI in above scenario as an alternative approach? What needs to be done on carrier or the destination party side for this feature?
Anyone has implemented a TNT or override ANI? Is there a document explaining how to do this?
Thanks a lot.
02-02-2012 05:14 AM
1. I've not seen TNT on DID lines, but this question is more for your carrier, they will know the answer for sure. Also depending on how many transfers you're going to make this is going to be an expensive solution at TNT is not cheap.
2. No. I think you can do it at the gateway, but not with CVP.
david
02-03-2012 09:31 AM
David, thanks for the reply. However my experience in the past is mostly on UCCE so I'm still a bit confused on CLI override. I thought ICM script now has a ECC variable that you can set (or a label with CLI=) and return to CVP so the voice gateway will be able to override CLI. My question is that:
1. So in my case which is a transfer out over PSTN to an external number, specifically, 911, does this still work?
2. The original design is to use TNT so the original caller ID will be passed to 911 but now if DID doesn't support TNT then in this transfer scenario can we use CLI override? In ICM script I set ECC variable to CLI=my original caller ID and voice gateway would be able to override ANI with this ECC value instead of otherwise the call manager extension number?
I did some research myself and still couldn't fully understand the scenario. I don't know if a transferring scenario is different from make an outbound call regarding to CLI override.
Thanks.
02-05-2012 10:09 AM
Couple of thoughs here :
Cheers,
Kris
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