CVP effect on ICM events

[asafshalom]

Hi, does CVP has any effect on events recieved from ICM ?

In a scenario where a call is routed through the CVP and then transferred by the CVP to an agent, will the events reported by the ICM will be effected (different from events we will receive in events where the call was not handled by the CVP)? For example, in the mentioned scenario will the ICM report a start call events once the agent receive the call or will the fact that the CVP transferred the call to the agent will cause the ICM to report a transfer call event?

[david.macias]

How are you having CVP send the call to an agent? Traditionally, CVP sends the call back to ICM who in turn finds a resource (agent) based on information it has from the ACD. Then ICM makes the transfer to the most appropriate agent while keeping the reporting intact.

david

[asafshalom]

As I understand from Cisco documentation, the CVP can serve as an entry point to the Contact Center which mean that an entire call can be concluded within the CVP and only once the customer choose to be directed to an agent the CVP will request an available agent from the ICM which only from that point and on will send events about the call.

[david.macias]

Yes, but even in this scenario ICM knows about the call. Just like with traditional IP IVR you will have a dialned number, call type, etc which will send the call to CVP along with the call's appropriate data.

dam

[Riccardo Bua]

Shalom Asaf,

you are depicting two different scenarios, the first one we would call a self service IVR one, the second a network queueing IVR performing a transfer.

The main discriminatory is wherever there is an ICM interaction or not, we are monitoring Peripherals activity(IVR/ACD) and would track any request handled by those if it is part of a DNIS range or activity we are expected to track, by example a call coming to a DNIS pool on the Call Manager ICM monitors or a call coming to CVP and the CVP asking for the script to be run to an ICM Central Controller.

If your interaction is purely at the CVP level, by example run a VXML script invoked by an application deployed on the Voice GW, then the ICM would not know about it.

Regards,

Riccardo

PS Please rate useful posts accordingly.

[asafshalom]

Riccardo, assuming we are talking about the second scenario where a VXML is invoked. What will happen in case the call will be routed to a monitored agent? Will I receive the same events from the ICM as if the CVP did not handle the call? or will the CVP will have an effect?

Thanks