I have the following situation. The call comes in to CVP the customer then has the possibility to connect to an agent. The agent then transfers the call back to CVP.
Call -> CVP -> agent -> CVP
I'm having the followong problem. The call context is not being maintained whent the agent transfers the call back into CVP i get a new call id. I need to maintain the original call id.
Any help appreciated
I posted this once before. See if this helps.
For CUCM originated calls, either a call instigated from an IP phone to a number that is a true CUCM route point, or from CTIOS/CAD to a DNP entry that "dummies" a route request that runs an ICM script, and whether this is in the context of a SIP warm transfer or a stand-alone call, there are a number of items I consider as a check list to make this work.
See if this makes sense to you and check that you have all of this set up correctly. Substitute your own NVRU labels and so on.
I have this working from CAD using a DNP, and from an IP phone using a CUCM route point. Both work correctly. This is not an easy thing to configure, and there are a number of things that can go wrong. Here is a check list that may help you get this working.
1. PG Explorer - CUCM PIM Routing Client - Network Transfer Preferred not checked
2. PG Explorer - CVP PIM Routing Client - Network Transfer Preferred not checked
3. PG Explorer - CUCM PIM Advanced - Network VRU - NONE
4. PG Explorer - CVP PIM Advanced - Network VRU - Type 10
5. NVRU Explorer - Type 10 Network VRU, label for the CUCM routing client associated with the customer instance. Let's say this is 8222222222.
6. NVRU Explorer - Type 10 Network VRU, label for the CVP routing client associated with the customer instance. Let's say this is 8111111111.
7. Dialed Number List - dialed number for the incoming call associated with the customer instance. This dialed number is on the CVP PIM Routing Client. This DN is associated with a call type which is then mapped to the initial script.
8. Dialed Number List - transfer dialed number associated with the customer instance. This dialed number is on the CUCM PIM Routing Client. The transfer dialed number 3151 is associated with a call type which is mapped to the transfer script.
9. DNP. The number transferred to from CAD is 3141 which is a pattern in the DNP that maps to the Dialed Number 3151 with a post route to CUCM PIM Routing Client. The DNP Type is "PBX" - and PBX is set up in the Agent Desk Settings
10. Agent Desk Settings - All but "Operator" are checked
11. When the second call is placed for the warm transfer, the label defined on the CUCM RC plus the correlation ID will be sent back via EAPIM/JGW to CUCM (for example, if the label is 8222222222, with a correlation ID it could be 822222222212345) since the call originated from the CUCM RC and since the NetworkTransferPreferred check box is not checked.
12. A route pattern 8222222222! in CUCM sends the call down a SIP trunk to CUPS.
13. CUPS has a static route on 8222222222* to send the call to the CVP Call Server.
14. CUPS has a static route on 8111111111* to get the IP call to the gateway. Note that in a branch office deployment, TDM calls into the gateway use "Send to Originator" pattern in the Call Server to force the transfer label back to the voice gateway; so this pattern in CUPS is ONLY used by VoIP calls.
15. In all preliminary scripts that get the customer to the agent, set the variable Call.NetworkTransferEnabled to the value 1. This is set before the transfer is called.
18. For the device targets, you need a label on the CVP RC, but you do not need one on the CUCM RC, so do not add one.