Hi community!
Cisco CVP 12.x standalone serves all inbound calls, but agents seat on the 3rd party CC (Asterisk).
After Connection to Agent is requested by the caller, CVP asks Asterisk about current agents/queues statistics and in case if no agents are available or EWT is more than expected, CVP should keep the call and start playing additional info to the caller. After couple of cycles CVP repeats the request and so on. Such approach has disadvantages.
The new idea here is not to ask Asterisk for agent statistics every cycle, instead command Asterisk to be ready to accept the call and provide whole necessary call context for making a decision. If Asterisk is ready - to transfer this call, if it is not - CVP goes ahead with the playing some offers and menus, but after meant time, when Asterisk becomes ready, it notifies CVP to stop playing and transfer this call immediately to Asterisk.
So, simplify written above we need an understanding a mechanism of extracting a particular call from CVP for transferring it wherever outside by the request of 3rd party system.
Could you advise possible approaches how to do such extraction.
Thanks!
