Is Consultation Transfer possible in CVP?

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Created by: Igor Zatsarevnyy on 26-11-2010 05:46:12 PM
Hi all,
 
According to the VoiceXML 2.1 specification there are three types of a call transfer: blind, bridge and consultation.
Does anybody know whether a consultation transfer is possible in CVP?
 
Thanks.
 
Igor

Subject: RE: Is Consultation Transfer possible in CVP?
Replied by: Jeffrey Kulacz on 09-12-2010 10:28:08 PM
From the CVP 8.0 SRND
 
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/srnd/8x/cvp8xsrnd.pdf
 
Warm Consultative Transfers and Conferences
In a typical contact center call flow, most companies want to provide their agents with the ability to
transfer callers to a second agent, who might or might not currently be available. There are two ways to
do this transfer: blind transfer or warm consultative transfer (or conference).
In a blind transfer, the first agent dials a number and hangs up; the caller then gets connected to the
second agent or placed into a queue if necessary. This type of transfer does not involve a call originated
by Unified CM, and it is called Network Transfer. Network Transfer is also discussed in the section on
ICM Managed Transfers, page 10-5.
In a warm transfer or conference, the agent dials a number and is connected to the second agent while
the caller is placed on hold. The two agents can talk, then they can conference in the caller, and the first
agent can then drop off. If the second agent is not available, it is the first agent (and not the caller) who
is placed into a queue. All of this processing can take place without involving Unified CVP, unless the
first agent needs to be queued. In that case, the first agent's call must be transferred to Unified CVP, thus
creating a call originated by Unified CM.

Subject: RE: Is Consultation Transfer possible in CVP?
Replied by: ALI AHAMAD S.F. on 17-12-2010 01:52:23 PM
 
 
Guys i need some help on how we transfer Customer in to CVP for 60 Sec for input and after 60 seconds call comes back to Agent,
 
 
the scenarios is like this ,if customer calls land on CVP self service and customer will breakout to agent depending upon many situation like PIN change/credit card payment...etc when customer breakout to agent and agent will do temp transfer on the CVP for inputting those digits (PIN CHANGE, Credit card number or PAN number) after 60 seconds the calls comes back to same agent subsequently a validation code will be sent to Agent desktop as successful/Failed ,but agent should will not see any PIN/credit card number .....
above scenario i feel the the way how ICM /CVP scripts written and but the transfer to CVP is temp and there is time out like 60 sec calls should come back to same agent,i was thinking Conferencing the same scenario but in the conferencing scenario can i mute while customer inputting the PIN/CARD NUMBER .............don¿t i thought of above solution ,please if any one has done this solution please requested to share and your help will be much appreciated .....
 
 
Regards

 
 
 
 
 
 

From the CVP 8.0 SRND
 
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/srnd/8x/cvp8xsrnd.pdf
 
Warm Consultative Transfers and Conferences
In a typical contact center call flow, most companies want to provide their agents with the ability to
transfer callers to a second agent, who might or might not currently be available. There are two ways to
do this transfer: blind transfer or warm consultative transfer (or conference).
In a blind transfer, the first agent dials a number and hangs up; the caller then gets connected to the
second agent or placed into a queue if necessary. This type of transfer does not involve a call originated
by Unified CM, and it is called Network Transfer. Network Transfer is also discussed in the section on
ICM Managed Transfers, page 10-5.
In a warm transfer or conference, the agent dials a number and is connected to the second agent while
the caller is placed on hold. The two agents can talk, then they can conference in the caller, and the first
agent can then drop off. If the second agent is not available, it is the first agent (and not the caller) who
is placed into a queue. All of this processing can take place without involving Unified CVP, unless the
first agent needs to be queued. In that case, the first agent's call must be transferred to Unified CVP, thus
creating a call originated by Unified CM.

Subject: RE: Is Consultation Transfer possible in CVP?
Replied by: Tieying Xuan on 27-12-2010 06:19:33 AM
It will be a way to initial a consultative conference to a CVP script, when an agent wants the customer to input PIN/Card number. To mute the agent phone, you should hold the agent phone as the conference is setup. 

Subject: RE: Is Consultation Transfer possible in CVP?
Replied by: Alison A on 27-12-2010 12:29:02 PM
It will be a way to initial a consultative conference to a CVP script, when an agent wants the customer to input PIN/Card number. To mute the agent phone, you should hold the agent phone as the conference is setup. 


 
 
 

hello Tieying Xuan ,
 
would you mind explaining me in details, please let me know can we
also try any other transfer rather using conference,in conference the DSP and CVP ports
will be utilised ,is there any transfer temp to CVP
and customer can input and after time out on cvp call rerouted to same agent ,the only
challenging was what state agent should be agent reserved or hold ...etc
 Just throwing my idea please let me if the consultative conference
is the feasible solution then i don¿t mind about the ports and dsp resources
please elaborate and let me know how to configure this?
 
 
cheers allison

Subject: RE: Is Consultation Transfer possible in CVP?
Replied by: Tieying Xuan on 28-12-2010 02:02:43 AM
We have considered to transfer the call from agent to a CVP script too. But it isn't feasible. As you said, as the call is transffered to another CVP script, the agent must be resolved. We have to set him as NOT_READY. So we can transfer the call back only with "Queue to Agent" when the digits is collected. But the node "Queue to Agent" doesn't accept variable or expression as agent id, so we have to create a node for each agent. It's not feasible obviously.
 
For consultative conference, you need create an ICM script <A>, and a CVP script <B>. Configure a Route Point DN (such as 7777) to the ICM script <A>.
1. Customer <C> calls in
2. The incoming call is routed to Agent <D>, Agent <D> picks up the call
3. You need to customize a button in Agent's Desktop Application (CTIOS client). When the agent wants to collect PIN/Card Number of the customer. He clicks the custom button. The Agent Desktop Application will initial a consultative conference to RP 7777, which will pull the ICM script <A> into the conference.
4. When the conference is created, the Agent's Desktop Application hold the agent call automatically.
5. ICM script <A> gets customer information from the Call Data (Call Variables or ECC), such as ani, accout number.
6. ICM script <A> sends the call to CVP script <B>, and pass the customer information to <B> via ECC ToExtVXML[].
7. CVP script <B> collects PIN/Card Number, and pass them back to ICM script <A> via ECC FromExtVXML[].
8. ICM script <A> saves the collected PIN/Card Number as Call Data. Then hangs up.
9. When Agent's Desktop Application receives event of conference ended. It retreives the call, and the agent talks to the customer again.

Subject: RE: Is Consultation Transfer possible in CVP?
Replied by: Alison A on 28-12-2010 04:25:04 PM
Thanks very much dude ,really appreciated ,i have added few queries in line with your answers in brackets and bold ,
 
 
 
 
 

We have considered to transfer the call from agent to a CVP script too. But it isn't feasible. As you said, as the call is transffered to another CVP script, the agent must be resolved. We have to set him as NOT_READY(Why can't we hold agent in Reserved state or hold state and not to take inbound calls till for some time  ). So we can transfer the call back only with "Queue to Agent" when the digits is collected. But the node "Queue to Agent" doesn't accept variable or expression as agent id, so we have to create a node for each agent(is that true we have to create script queue to per agent). It's not feasible obviously.(if this is not feasible can't we reroute the call to reserved agent after taking the digits )
 
For consultative conference, you need create an ICM script <A>, and a CVP script <B>. Configure a Route Point DN (such as 7777) to the ICM script <A>.
1. Customer <C> calls in
2. The incoming call is routed to Agent <D>, Agent <D> picks up the call
3. You need to customize a button in Agent's Desktop Application (CTIOS client). When the agent wants to collect PIN/Card Number of the customer. He clicks the custom button. The Agent Desktop Application will initial a consultative conference to RP 7777, which will pull the ICM script <A> into the conference.
4. When the conference is created, the Agent's Desktop Application hold the agent call automatically.(Is that possible to Mute the Agent call while Customer entering the digits)
5. ICM script <A> gets customer information from the Call Data (Call Variables or ECC), such as ani, accout number.
6. ICM script <A> sends the call to CVP script <B>, and pass the customer information to <B> via ECC ToExtVXML[].
7. CVP script <B> collects PIN/Card Number, and pass them back to ICM script <A> via ECC FromExtVXML[].
8. ICM script <A> saves the collected PIN/Card Number as Call Data. Then hangs up.(at this stage all these data should be sent to Bank Database and send the validation code to agent as success or fail),remember the whole point here is to customer Credit card number agent should not see on the desktop neither should not hear while entering and mask all except last 4 digits of the credit card number will come back as validation code to agent and visible on the agent bank data
9. When Agent's Desktop Application receives event of conference ended. It retreives the call, and the agent talks to the customer again.

 
finally if mute is possible during customer input then consultative conference is the best at the moment ,have you tested this solution ?
 
Cheers.
Alison

Subject: RE: Is Consultation Transfer possible in CVP?
Replied by: Tieying Xuan on 29-12-2010 02:34:12 AM
Why can't we hold agent in Reserved state or hold state and not to take inbound calls till for some time.
Re: The "Reserved" state is a passive state. It means you can't set a agent to "Reserved" state via CTI/CTIOS API.
 
Is that true we have to create script queue to per agent
Re: Maybe there is some other way. But I don't find it.
 
if this is not feasible can't we reroute the call to reserved agent after taking the digits 
Re: I don't know a case, who can approach it in this way.

 
Is that possible to Mute the Agent call while Customer entering the digits
Re: It's better to hold the agent phone, for we don't want the agent to hear the dtmf tones when the customer inputs digits. The agent might "guess" the PIN from the dtmf tones.



at this stage all these data should be sent to Bank Database and send the validation code to agent as success or fail),remember the whole point here is to customer Credit card number agent should not see on the desktop neither should not hear while entering and mask all except last 4 digits of the credit card number will come back as validation code to agent and visible on the agent bank data
Re: Sure, you can return any data as you want.



finally if mute is possible during customer input then consultative conference is the best at the moment ,have you tested this solution ?
Re: As description above, we don't like to mute the agent phone, "hold" is better. I don't test it by myself. But one of our customer has produce it. Maybe I miss some details. If any questions, please just post them here.

[Lili Chan]

Am I right to say above applies to Finesse application as well ? No caveats ?

[ptindall]

Which part of the thread are you referring to?  If it's the latter part concerning the temporary handoff to CVP for PIN collection scenario then you might want to take a look at this.

Paul Tindall on Twitter: "Temporary IVR Handoff with CVP Survivability https://t.co/zuwxHBGqzT. Do try it and let me kn…

[Lili Chan]

Thanks Paul !

Im comparing to the method used in attached PPT ..