Hi Everyone,
With CVP Comprehensive Model
I would like to know that, is there any way to do the Bridge/Consult transfer on this mode? If yes how to do it? Cuz I got the requirement that need to do Bridge/Consult transfer.
 
Winai

As a best practice in CVP Comprehensive mode you should avoid to use any call control functions inside the VXML (Studio) application.

What you can do, once you reach the point of the transfer is send the call back to UCCE (Use the Cisco Subdialog Return element) and let the UCCE script perform the transfer. If the transfer label is based on caller’s menu choices or some other info collect by the VXML application you can return the label on the caller_input variable or some of the FromExtVXML variables and UCCE script can use it . For Bridge/Consult transfer on UCCE you can use the Label Node with Target Requery enabled, so you can catch and handle the situation when the transfer doesn’t complete.

Just two cents.

From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Friday, April 20, 2012 12:22 AM
To: cdicuser@developer.cisco.com
Subject: New Message from Winai Kultayawat in Customer Voice Portal (CVP) - CVP - All Versions: Bridge/Consult Transfer in CVP Comprehensive Model

Winai Kultayawat has created a new message in the forum "CVP - All Versions":

--------------------------------------------------------------
Hi Everyone,
With CVP Comprehensive Model
I would like to know that, is there any way to do the Bridge/Consult transfer on this mode? If yes how to do it? Cuz I got the requirement that need to do Bridge/Consult transfer.

Winai
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Hemal,
Techinically VXML call control should only be applied in a standalone deployment. Even the 8.5 SRND says this is not supported w/ ICM and CVP. Ch.10 pg. 5 reads: "<font size="2">
Most Unified CVP customers use Unified ICM Managed transfers. Unified CVP performs this function most naturally, providing gateway-based switching for Unified ICM and Unified CCE installations. In Unified CVP deployments with Unified ICM, Unified ICM provides all call control. VoiceXML call control from the Unified CVP VXML Server is not supported when Unified ICM is deployed with Unified CVP. "
</font>


I'm
not trying to discredit your advice tho, only suggesting that if you want Cisco
support, it is usually best to stick to the SRND. I haven't done much call
control in VXML yet so I cannot comment on its effectiveness but it seems to be
a very useful solution in the right respects.


Also,
perhaps Winai is talking about post-route transfers from one agent to another
allowing consultation, I wouldn't be the best person to speak to solutions for
this either as I've only done the warm-transfer model using CTI route points
and a post-route script to route/re-queue the transfer to a skill.


I
have just heard of a run-in with TAC from a member on my team regarding this
scenario, just wanted to give reference to some documentation that TAC would
likely point out themselves.


Ryan

It is not a matter of whether will work or not. It does work, but it will break the consistency of ICM reporting and I don’t see the point of doing the transfers within the VXML application if the same can be accomplished the right way on the ICM side.

I cannot think of any requirement that really forces to use the VXML transfers rather than using the ICM script in comprehensive mode. From the ICM side the result of the call can be checked, and returnig to the IVR application if needed is not a problem at all.

Again, best practice in comprenhensive mode is to leave the call control functions to the routing engine a.k.a ICM.


From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Friday, April 20, 2012 10:29 AM
To: cdicuser@developer.cisco.com
Subject: New Message from Hemal Mehta in Customer Voice Portal (CVP) - CVP - All Versions: RE: New Message from Ryan Hilfers in Customer Voice Portal (CVP) - CVP - Al

Hemal Mehta has created a new message in the forum "CVP - All Versions":

--------------------------------------------------------------
I have successfully used the transfer element in comprehensive in the old comprehensive version. I haven’t tested on 8.5. I will need to check as to what was done to make it work on comprehensive.
I will research and update further.
Hemal

From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Friday, April 20, 2012 12:15 PM
To: cdicuser@developer.cisco.com
Subject: New Message from Ryan Hilfers in Customer Voice Portal (CVP) - CVP - All Versions: RE: New Message from Sidney Orret in Customer Voice Portal (CVP) - CVP - Al

Ryan Hilfers has created a new message in the forum "CVP - All Versions":

--------------------------------------------------------------
That is correct to some extent, but depends on what you are implementing. If there is app requirement that requires the user to come back to the IVR app , you have to do it this way ie from within the VXML app. This is the case where it is a bridged transfer.
Also the vxml specs allow the state to be checked at the other end like if it is busy, no answer, network busy etc and take appropriate action.
So it all depends on what your reqs are. I have done several complex call control/conferencing apps and this allows it.
Hemal


Hemal,
Techinically VXML call control should only be applied in a standalone deployment. Even the 8.5 SRND says this is not supported w/ ICM and CVP. Ch.10 pg. 5 reads: "<font size="2">
Most Unified CVP customers use Unified ICM Managed transfers. Unified CVP performs this function most naturally, providing gateway-based switching for Unified ICM and Unified CCE installations. In Unified CVP deployments with Unified ICM, Unified ICM provides all call control. VoiceXML call control from the Unified CVP VXML Server is not supported when Unified ICM is deployed with Unified CVP. "
</font>


I'm
not trying to discredit your advice tho, only suggesting that if you want Cisco
support, it is usually best to stick to the SRND. I haven't done much call
control in VXML yet so I cannot comment on its effectiveness but it seems to be
a very useful solution in the right respects.


Also,
perhaps Winai is talking about post-route transfers from one agent to another
allowing consultation, I wouldn't be the best person to speak to solutions for
this either as I've only done the warm-transfer model using CTI route points
and a post-route script to route/re-queue the transfer to a skill.


I
have just heard of a run-in with TAC from a member on my team regarding this
scenario, just wanted to give reference to some documentation that TAC would
likely point out themselves.


Ryan
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I agree that it makes sense to do it from ICM side for many of the commonly used apps. Here is one scenario, since you asked:

From ICM, can you return to the exact same point in the IVR from where you left it and have that same customer session available. Again you can pass variables back and forth from IVR to ICM and back from ICM to IVR and then send a new call to IVR and then make it reach the exact same point in IVR from where you left it. However you may need to make the customer login again. It would be quite a bit of work to get this accomplished from ICM side. This is a scenario where I will use vxml transfer so that for customer it’s a pretty smooth experience. He talks to the agent and is back at the same exact point where he left and has all his session data available.

This is not a commonly used scenario, but there was one app I did which had this specific req from cust side. The customer had to talk to an agent for just one minute and come back to IVR app to execute the next steps in the IVR as part of a registration process.

Hi everyone,

Please, suggest me the solution?

B.R.
Winai

 
 
Hi Hemal
 
Could you please, suggest/share me (screen capture) about ICM and CVP script with ICM Managed Transfer model? I read the document as you suggested but still can't get it.
 
B.R.
Winai