Addition to the UUI, You can also have a look at TakeBack-and-Transfer Section in the CVP Srnd which talks about your requirement, Below is the snippet i copied from the CVP SRND.
TNT (also known as Transfer Connect) is a transfer mechanism offered by some U.S. PSTN service
providers (such as AT&T and Verizon). With this transfer method, inband DTMF tones are outpulsed to
the PSTN by Unified CVP. These inband tones act as a signaling mechanism to the PSTN to request a
transfer to be completed. A typical DTMF sequence is *8xxxx, where xxxx represents a new routing label
that the PSTN understands. Upon detection of a TNT DTMF sequence, the PSTN drops the call leg to
the ingress gateway port and then re-routes the caller to a new PSTN location (such as a TDM ACD
location).
This behavior might be necessary for a customer with existing ACD site(s) but no IVR, who wants to
use Unified CVP initially as just an IVR. Over time, the customer might want to transition agents from
the TDM ACD(s) to Cisco Unified CCE and use Unified CVP as an IVR, queueing point, and transfer
pivot point (thus eliminating the need for TNT services).
In Unified CVP deployments with the ICM, the DTMF routing label outpulsed could have been a Unified
ICM translation routing label to enable passing of call data to another Unified ICM peripheral (such as
a TDM ACD). In this scenario, Unified CVP views the call as completed, and Unified CVP call control
is ended. With TNT, if the transfer to the termination point fails, there is nothing Unified CVP can do to
re-route the call. While some TNT services do have the ability to re-route the call back to Unified CVP,
Unified CVP sees this call as a new call.
Regards,
Senthil
