This is a question regarding agent subsequent transfers in a multi-site environment. We want to ensure that if a call has reached an UCCE agent at a particular site-A that if this agent warm transfers the customer again to a contact center number via ( Dialed Number Plan or CTI-RP ) that the queuing of this call leg will also takes place at the local CVP gateway of the agent that transferred.
We are currently struggling with the question if there are informations like "sigdigits" or new CVP 8 Location feature available to make CVP or CUPS/CUSP aware where to queue the call like with sigdigit usage for the original customer call?
We were not able to find something describing this in SRND or Config Guide. Any ideas or best practices from your side?
LBCAC is the solution. With CVP 8.0, you can configure a SiteID in OAMP for each location (local & remote gateway) and CVP will either prepend or insert the siteID between the Network VRU transfer label and the corelation ID, depending on how it is configured. If you prepend the ID, you can configure CUSP to always send the call to a desired location.
Please refer " Local Branch Call Admission Control (LBCAC/Queue-at-the-Edge) " from page 165 onwards till page 168 in SRND guide for CVP 8 at