ICM Comprehensive Call Flow Customer Opting Agent transfer.

[mskap1304]

Hi All,

         Request you to clarify how customer opting agent transfer flow work in Comprehensive Model. 

Customer >>> VG(Ingress & VXML) >>> with CUSP & w/o CUSP >>> CVP >>> ICM >>> CVP >>> CUSP >>> CUCM >>> Agent. 

For e.g., Customer pressing 4 for agent transfer. What configurations in the above components connect customer with the agent? 

Thanks in Advance, 

Saravana Kumar M.

[Chintan Gajjar]

1. You need Device target or Agent Targeting rule configured for Agent Extension range for targeted peripherals.

2. on CVP you will need either static routes for agent label pointing to CUCM cluster, or if you are using external proxy, your CVP points for agent label to proxy and proxy has servergroup configured to route the call to CUCM cluster for agent label.

3. trunk on CUCM pointing to CVP (if no proxy is involved) or trunk on CUCM pointing to proxy

Chintan

[mskap1304]

Thanks for the reply, Chintan.

I think you didn't catch my question. 

If customer gives DTMF input(e.g. 4 for agent transfer), how the UCCE components proceed further with that input? 

VG gets the DTMF. Then how it will proceed further?

Thanks, 

Saravana Kumar M.

[Chintan Gajjar · Accepted solution]

i thought you said what configurations are required.

Anyways, lets talk what happens if we use simple micro app for menu and then we have a queue.

--> ICM instructs CVP to play microapp (RUN_SCRIPT_REQUEST)

-->CVP runs scripts, IVR service forms VXML doc and sends it to VXML gateway

--> VXML gateway renders the doc, plays the prompts and collects the input

--> VXML gateway submit back the result to IVR service with caller input

--> CVP submits the result to ICM  (RUN_SCRIPT_RESULT)

based on result calls comes out of success or failure path of net VRU Script, if any dtmf is collected it gets stored in call.CallerEnteredDigits variable.

now you could use CED (it built s in evaluates call.CallerEnteredDigits) or if node to check the specific caller input.

lets say caller pushed "4", and 4 in CED points to queue to skill group.

ICM looks for the available agent and if no one available provides queue treatment.

the queue treatment is similar as above explained.

but if agent is available the ICM sends out CONNECT message to CVP with Agent label.

CONNECT message will make CVP to disconnect the VXML leg from VXML gateway

and CVP initiates new leg towards agent label.

the media will once again gets negotiated (this happens using SIP re-invites) between agent and caller.

Thats it. :)

[mskap1304]

Thanks a loot, Chintan. Got it!