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Conference Between Agent , Customer & CVP

The topology is IPCC Enterprise 7.0 using CVP.

A call lands on a gateway is serviced by CVP and then lands on an agent that is a CTIOS agent.

The agent wishes to conference the CVP into the conversation for a Main IVR Menu. All CVP Scripting is done on ICM .

Can anyone explain me what things need to be configured .

regards

Irfan Tariq

3 REPLIES

Re: Conference Between Agent , Customer & CVP

Call me i will guide you how to do that.

923214774162

New Member

Re: Conference Between Agent , Customer & CVP

Thanx For the help

New Member

Re: Conference Between Agent , Customer & CVP

Hi Amir,

We are trying to achieve a similar solution, the deployment has IPCC 7.2 with UCM 6.0 and IP IVR 5.0, a subsequent transfer works fine when initiated by the agent to the VRU.

However, when the CTI agent tries to conference the calling party (ie. customer) with the IVR, the agent gets disconnected from the call.

The CTI Server reports the conference as a transfer object to the IVR. Is there a way to conference between the agent,IVR & customer

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