ICM Aspect PG and CVP Transfers

Unanswered Question
Apr 27th, 2009
User Badges:

We have a customer that is integrating with an Aspect ACD.


The Aspect has all the PSTN trunks. and is connected to ICM/CVP via PRI. We also have the ICM Aspect PG for passing data and Post routing. There are no "Ingress" PSTN trunks to the CVP / ICM components.


The call flow is : PSTN > Aspect CCT (ARR) > ICM/CVP (translation route) > Aspect (translation route)


Once the Aspect receives the call from the PSTN, a caller may choose "Self Service" the call is transferred to ICM via the PG and translation routed to CVP. This takes 1 B Channel on the Cisco gateway for the initial call leg.


Then the caller may choose or be forced to return to speak to an Agent, the ICM script sends the call back to the Aspect via a Service node with Translation Routing a second time, and this takes a 2nd B Channel.


On the customers current IVR (Periphonics) connected to the Aspect, they use Hookflash to eliminate the 2nd B Channel usage, we would like to do something similar but do not want to use T1 CAS and Hookflash if at all possible.


The Aspect does not seem to support QSIG or TBCT.


Is there any way to signal to the Aspect to take the call back on the existing trunk via the PG? Or some method on the Aspect side ?

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Loading.
Anonymous (not verified) Mon, 05/04/2009 - 09:26
User Badges:

The only way to release the trunks is by a hook flash transfer or a T1 CAS. Hookflash transfers with Unified CVP are supported only on 2X and 3X gateways. They are not supported on 5X gateways due to the fact that the 5X gateway cannot generate a line-side hookflash.


Cisco ICM Software ACD Supplement for Aspect CallCenter:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/acd_supplements/aspctacd.pdf


Actions

This Discussion