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transfer to second skill group

We are using IPCC 7.1 with CVP 3.1 And CCM 4.2.3,we have Two skill group the first one is to receive calls from customers some times the agents of this skill group need to transfer the call to the second skill group. when the agent of the first skill group transfer the call to the second skill group the caller ID that appeared  in the IP PHONE  of the second skill grpup is the Extension number is there any way to let the caller ID( customer number) appear rather than extension.

1 ACCEPTED SOLUTION

Accepted Solutions
Green

Re: transfer to second skill group

Yes.

When the type 5 and type 7 combination is used for incoming calls from the PSTN, warm transfers (CUCM originated calls) must be handled by a completely separate CVP - created as a Type 2 NVRU. This is a right royal pain - but was the only way. Furthermore, translation routes must be used to get the call across to this routing client so that call attached data is transferred. Finally, it is CVP which then actually queues the call. A transfer call that has to queue for an agent is now being queued on CVP - not on the gateway.

This is documented in the Cisco Guide - but it's not well written.

I have had to configure it that way (originally ICM 6.x and CVP 3.0) - and that site has recently been upgraded and no longer needs the Type 2s. It was working that way for close to 4 years though.

I strongly suggest you upgrade to CVP 4 and change the ICM configuration to use the Type 10 - you have ICM 7.x so you are OK there. Then you don't need the separate CVP Type 2, and the warm transfer can be pushed to a gateway. In CVP 8.x the call can be pushed to the RIGHT gateway.

But if you cannot upgrade CVP, you need to do it correctly - means a couple more machines and a lot of work.

CVP is a moving target and it's a lot easier to work with now.

Regards,

Geoff

10 REPLIES

Re: transfer to second skill group

A simple solution would be to put that data in a PV.

david

New Member

Re: transfer to second skill group

Does the number show up on the agent desktop?  Are you using the phone or the agent desktop to initiate the transfer.  The recommendation is to use the agent desktop for answering and transferring - and to David's point, storing the info in a PV works too.  If the caller ID is shown on the initial call, it should carry over with the transfer.  Any data delivered to the initial agent is sent along with transfer requests to the UCM PIM.

Robb

New Member

Re: transfer to second skill group

we are using CTI agent desktop for both answering and transfering, how we can store the caller ID in PV and make it appear in the transfered call to the next agent CTI, because when the first agent recieve the call that appear with caller ID (customer mobile) the dialed 333 which mapped to another call type which contain the second skill group that we want it's agent to has the caller ID appear on thier CTI agent desktop not only the extension that trfer the call

Re: transfer to second skill group

Use a set node in the ICM script before you queue the call.  That way the first agent will see the customer # in for example PV7 and when agent 1 transfers the call it PV7 will have the same information when agent 2 answers.

david

New Member

Re: transfer to second skill group

We tested the above steps but with out any success , in this case we have two difference ((((calltype& skillgroup,  ))) when the call arrived the first skill group the caller ID is stored in the Var 7 and the agent transfer the call to the another skill group on different script CALLING LINE ID became the EXT number not cutomer ID we need the agent at the second skill group show the customer ID rather Than or along with Extension

Re: transfer to second skill group

On the transfered call did PV7 have the original calling number?

david

New Member

Re: transfer to second skill group

it only appear on the  CTI of the intial skill group that recieve the call from the customer because we had put set node for the call line ID on PV7 , but when the call transfered to the second skill group nothing appear on PV7 on the second CTI.

Green

Re: transfer to second skill group

If you are losing the call attached data (in the PV) then the transfer is being done incorrectly and it appears like a new call.

How are you doing the transfer? Prior to the Type 10 NVRU type (when you had a Type 5 and Type 7) you needed to do the transfer through a second CVP (Type 2) with translation routes in order to keep call context.

Regards,

Geoff

New Member

Re: transfer to second skill group

we are using type 5 and 7. can you explain more?

Green

Re: transfer to second skill group

Yes.

When the type 5 and type 7 combination is used for incoming calls from the PSTN, warm transfers (CUCM originated calls) must be handled by a completely separate CVP - created as a Type 2 NVRU. This is a right royal pain - but was the only way. Furthermore, translation routes must be used to get the call across to this routing client so that call attached data is transferred. Finally, it is CVP which then actually queues the call. A transfer call that has to queue for an agent is now being queued on CVP - not on the gateway.

This is documented in the Cisco Guide - but it's not well written.

I have had to configure it that way (originally ICM 6.x and CVP 3.0) - and that site has recently been upgraded and no longer needs the Type 2s. It was working that way for close to 4 years though.

I strongly suggest you upgrade to CVP 4 and change the ICM configuration to use the Type 10 - you have ICM 7.x so you are OK there. Then you don't need the separate CVP Type 2, and the warm transfer can be pushed to a gateway. In CVP 8.x the call can be pushed to the RIGHT gateway.

But if you cannot upgrade CVP, you need to do it correctly - means a couple more machines and a lot of work.

CVP is a moving target and it's a lot easier to work with now.

Regards,

Geoff

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