UCCE Solution Troubleshooting Based on Comprehensive Call Flow for CVP and IP IVR Deployment Models - AMA
This topic is a chance to clarify your questions about the implementation, best practices and support of Customer Voice Portal (CVP) and IP Interactive Voice Response (IP IVR) deployment models. Based on the Unified Contact Center Enterprise (UCCE), learn how to deal with the inbound UCCE call flows based on CVP and IP IVR.
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German Manvelyanis a Technical Consulting Engineer from the TAC Contact Center team in EMEA. His expertise encompasses the complete Contact Center portfolio, with deep roots in premises and hosted models. With an extensive 15 years background as an implementation, pre-sale, and TAC engineer, he is constantly developing exceptional solutions that challenge the norm. Prior to joining Cisco TAC, German was a Solution Architect and developed and implemented several Contact Centers including the largest geographically distributed (Parent/Child) Contact Center in Russia. In the Cisco TAC , he has acquired a deep technical understanding and troubleshooting skills for the entire UCCE, Packaged Contact Center Enterprise (PCCE), and Unified Contact Center Express (UCCX) product lines.
Konstantin Vaksin (CCIE collaboration #37500)is a Technical Consulting Engineer from the TAC Contact Center team in EMEA. Konstantin has broad experience in the Cisco collaboration portfolio. He started his career as a Cisco Gold partner in Russia and after a few years joined the Cisco TAC team in Belgium. In his career, Konstantin has developed troubleshooting skills in the Cisco Collaboration portfolio as well as an architect’s overview of the solution.
NOTE: Consider that many questions were solved during the Community Live event on October 22nd, 2020. If you wish to consult the list of Q&A, please visit the following page: UCCE FAQ. If you prefer to watch the Video just click here!
1. The "Network transfer preferred" usually used in the CVP comprehensive callflow.
Unified CVP provides capabilities to transfer calls to another destination after they an agent answers them. These capabilities are referred to as Network Transfer. The Network Transfer feature does not require any special installation on the part of Unified CVP.
ICM will send the label to initial VRU (original) Route Request during the Transfer Scenario Agent has initiated CUCM as the Routing client.
[Call Flow -> Ingress -> CVP->ICM->CVP -> LABEL->CUCM -> CUCM (Agent 1) initiate the transfer ->DN/CTIROUTE Point -> ICM -> Network Transfer Enabled ->VRU LABEL-- > CVP Routing Client ]
There are two flags in to control the Network Transfer:
• NetworkTransferEnabled — This is a flag in the Unified ICME script. If enabled, it instructs the Unified ICM to save the information about the initial routing client (the routing client that sent the NewCall route request).
• NetworkTransferPreferred — This flag is checked on the Unified CVP PG configuration. If it is checked, then any route request from this routing client (where Unified ICME knows about the initial routing client) will send the route response to the initial routing client instead of the routing client that sent the route request.
The following recommendations apply when using Network Transfer:
•Network Transfer using the two flags listed above can be used to perform a blind transfer only from agent 1 to agent 2 via Unified CVP. In this case, Unified CVP will get instruction from Unified ICME to pull the call back from agent 1 and route it either to a VoiceXML gateway (for IVR treatment) or to another destination (to agent 2, for example).
•Network Transfer cannot be used to perform a warm transfer or conference with Unified CVP because the call leg to agent 1 must be active while agent 1 performs a consultation or conference. Unified CVP cannot pull the call back from agent 1 during the warm transfer and/or conference.
2. There are no any restrictions for transferring calls to any PBX.
The PBX must be reachable by the network, so the CUCM or CVP will be able send SIP request to it.
CVP Configuration guide contains information about supported transfer methods and design considerations.
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