SIP Support of Take Back and Transfer in the
Cisco Unified Contact Center
Document Release History
Publication Date
Comments
March 12, 2008
Initial release of document
Feature History
Release
Modification
9.7(3)
This feature was introduced on the Cisco PGW 2200.
This document describes the new feature, SIP support of Take Back and Transfer in the Cisco Unified
Contact Center Enterprise (Unified CCE), on the PGW 2200 and includes the following sections:
•
Feature Description, page 1
•
Provisioning Tasks, page 11
•
Provisioning Examples, page 11
•
Software Changes for This Feature, page 12
•
Troubleshooting the Feature, page 13
•
Obtaining Documentation, Obtaining Support, and Security Guidelines, page 14
•
Glossary, page 14
Feature Description
The previously introduced feature, Take Back and Transfer (Phase 2), enables an established call to be
taken back and transferred to another party on TDM-based trunks. Digits dialed by the caller in the
middle of a call or a number entered by an operator can start the call take back and transfer.
The SIP Support of Take Back and Transfer in the Cisco Unified Contact Center feature enhances the
Take Back and Transfer (Phase 2) feature. The new feature provides the capability to support the SIP
trunks as the calling party and/or the transferring party for different call transfers.
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SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Feature Description
Figure 1 shows the high-level system diagram for this new feature.
Figure 1
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
V
CVP
Cisco Unified
Contact Center
Enterprise
Internet
Internet
PGW
2000
TDM Link
MGCP Signaling
VXML
ISUP Signaling
EISUP Signaling
INAP Signaling
SIP Signaling
Transferring
agents
Internet
Transferred-to
party A
PSTN
PGW 2000
M
MGX 8880
Transferred-to
party B
270485
Calling party
With this new feature, the Cisco PGW 2200 supports the following take back and transfer functions:
•
Basic Take Back and Transfer on SIP Trunks
•
DTMF Blind Transfer Under INAP Control on SIP Trunks
•
Network Blind Transfer Under INAP Control on SIP Trunks
•
Network Consultation Transfer Under INAP Control on SIP Trunks
To support Basic Take Back and Transfer and DTMF Blind Transfer Under INAP Control on SIP trunks,
PGW accepts mid-call DTMF digits from SIP-based transferring parties to start call transfers.
Depending on the capabilities of the transferring party, PGW accepts mid-call DTMF digits in
•
INFO messages
or
•
Unsolicited NOTIFY messages
No provisioning is required if the transferring party is using INFO messages to send DTMF digits to
PGW. If the transferring party is using unsolicited NOTIFY messages to send DTMF digits to PGW, the
trunk group property “UnsolicitedNotifyMethod” must be set to 1.
Basic Take Back and Transfer on SIP Trunks
The Basic Take Back and Transfer (TNT) allows the PGW 2200 to receive DTMF digits on specially
provisioned outgoing SIP trunk groups. Either attendant can dial DTMF digits during the call to start a
blind transfer to the new destination without intervention (there is no way for the caller to know if the
new destination can be reached or not).
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
2
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Feature Description
With this new feature, SIP trunks can serve as the calling parties and the transferring parties for this TNT
function. There is no signaling restriction on the transferred-to party. The transferred-to party can
operate on any protocol supported by PGW.
You need to provision the mid-call dial plan for this function. The provisioning examples can be found
in the “Provisioning Examples” section on page 11.
Figure 2 shows the call flow for TNT on SIP trunks.
Basic Tack Back and Transfer on SIP Trunks
SIP (Calling)
PGW
INVITE
180 Ringing
SIP (Transferring)
SIP (Transferred-to)
INVITE
180 Ringing
200 OK
200 OK
ACK
ACK
INFO (dtmf)
200 OK
User presses digits
INFO (dtmf)
200 OK
.....
INFO (dtmf)
200 OK
INVITE
sendonly
200 OK
ACK
BYE
200 OK
INVITE
180 Ringing
INVITE
sendrecv
200 OK
200 OK
ACK
BYE
200 OK
BYE
200 OK
270481
Figure 2
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
3
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Feature Description
DTMF Blind Transfer Under INAP Control on SIP Trunks
The DTMF Blind Transfer Under Intelligent Network Application Part (INAP) Control (iTNT) function
pertains to both non-ICM-controlled and ICM-controlled agents. These agents are interconnected by a
PRI (Primary Rate Interface), SS7, or SIP interface.
With this new feature, SIP trunks can serve as the calling parties and the transferring parties for this
iTNT function. There is no signaling restriction on the transferred-to party. The transferred-to party can
operate on any protocol supported by PGW.
Either attendant can dial DTMF digits during the call to start a blind transfer to the new destination
without intervention. Cisco Unified Intelligent Contact Management (ICM) instructs the PGW to
disconnect the transferring attendant and establish a new outbound call to another attendant group.
iTNT can be used in a multi-PGW environment in which the PGW nodes are interconnected by the
EISUP signaling links.
You need to provision the mid-call dial plan for this function. The provisioning examples can be found
in the “Provisioning Examples” section on page 11.
Figure 3 shows the call flow for iTNT on SIP trunks.
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
4
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Feature Description
Figure 3
DTMF Blind Transfer Under INAP Control on SIP Trunks
SIP (Calling)
PGW
SIP (Transferring)
INVITE
SIP (Transferred-to)
ICM
InitialDP
RequestReportBCSMEvent, Connect
INVITE
180 Ringing
200 OK
ACK
180 Ringing
200 OK
ACK
EventReportBCSM
oAnswer (Leg2)
INFO (dtmf)
200 OK
User presses digits
INFO (dtmf)
200 OK
.....
INFO (dtmf)
200 OK
EventReportBCSM
oMidCall (Leg2)
DisconnectLeg (Leg2)
INVITE
sendonly
200 OK
ACK
BYE
200 OK
DisconnectLegResult
RequestReportBCSMEvent, Connect
INVITE
180 Ringing
ACK
BYE
200 OK
200 OK
ACK
EventReportBCSM
oAnswer (Leg2)
EventReportBCSM
oDisconnect (Leg1)
BYE
200 OK
270484
INVITE
sendrecv
200 OK
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
5
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Feature Description
Network Blind Transfer Under INAP Control on SIP Trunks
The Network Blind Transfer (NBT) Under INAP Control function is available only to ICM-controlled
agents.
With this new feature, the SIP trunk can serve as the calling party for this Network Blind Transfer Under
INAP Control function. There is no signaling restriction on the transferred-to party. The transferred-to
party can operate on any protocol supported by PGW.
An operator can input a new target number by using the Cisco Agent Desktop. After analyzing the
number it receives from the Cisco Agent Desktop, the ICM instructs the PGW to disconnect the
transferring attendant and establish a new outbound call to another attendant group without intervention.
The Network Blind Transfer Under INAP Control function can be used in a multi-PGW environment in
which the PGW nodes are interconnected by the EISUP signaling links.
There is no in-band DTMF signal involved, and no special provisioning (such as the mid-call dial plan)
is required.
Figure 4 shows the call flow for Network Blind Transfer Under INAP Control on SIP trunks.
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
6
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Feature Description
Figure 4
Network Blind Transfer Under INAP Control on SIP Trunks
SIP (Calling)
PGW
SIP (Transferring)
INVITE
SIP (Transferred-to)
ICM
InitialDP
RequestReportBCSMEvent, Connect
INVITE
180 Ringing
200 OK
ACK
180 Ringing
200 OK
ACK
EventReportBCSM
oAnswer (Leg2)
INVITE
sendonly
200 OK
ACK
Operator executes a transfer
DisconnectLeg (Leg2)
BYE
200 OK
DisconnectLegResult
RequestReportBCSMEvent, Connect
INVITE
180 Ringing
200 OK
INVITE
sendrecv
200 OK
ACK
ACK
EventReportBCSM
oAnswer (Leg2)
200 OK
EventReportBCSM
oDisconnect (Leg1)
BYE
200 OK
270483
BYE
Network Consultation Transfer Under INAP Control on SIP Trunks
The Network Consultation Transfer (NCT) Under INAP Control function is available only to
ICM-controlled agents.
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
7
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Feature Description
With this new feature, SIP trunks can serve as the calling parties for the Network Consultation Transfer
Under INAP Control function. There is no signaling restriction on the transferred-to party. The
transferred-to party can operate on any protocol supported by PGW.
The operator can hold the current call, initiate a new call attempt, and alternate between the two
connections if the new call is successfully connected.
The NCT can be used in a multi-PGW environment.
There is no in-band DTMF signal involved, and no special provisioning (such as the mid-call dial plan)
is required.
Figure 5 shows the call flow for Network Consultation Transfer Under INAP Control on SIP trunks.
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
8
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Feature Description
Network Consultation Transfer Under INAP Control on SIP Trunks
SIP (Calling)
PGW
SIP (Transferring)
INVITE
180 Ringing
200 OK
ACK
INVITE
sendonly
200 OK
ACK
INVITE
sendrecv
200 OK
ACK
INVITE
sendonly
200 OK
ACK
SIP (Transferred-to)
InitialDP
RequestReportBCSMEvent, Connect
INVITE
180 Ringing
200 OK
ACK
EventReportBCSM
oAnswer (Leg2)
Operator executes a transfer
SplitLeg
INVITE
sendonly
200 OK
ACK
SplitLeg Result
ConnectToResource, PlayAnnouncement
RequestReportBCSMEvent, Connect
INVITE
180 Ringing
200 OK
INVITE
sendrecv
200 OK
ACK
EventReportBCSM
oAnswer (Leg2)
Operator shuttles back
MoveLeg (Leg2, CallSegment1)
INVITE
sendrecv
INVITE
sendonly
200 OK
200 OK
ACK
ACK
MoveLegResult
Operator executes final transfer
DisconnectLeg (Leg2)
BYE
200 OK
DisconnectLegResult
INVITE
sendrecv
200 OK
ACK
MergeCallSegment
INVITE
sendrecv
200 OK
ACK
MergeCallSegment Result
BYE
EventReportBCSM
oDisconnect (Leg1)
BYE
200 OK
200 OK
ICM
270482
Figure 5
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
9
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Feature Description
Benefits
Nowadays service providers and many enterprises start to invest in the end-to-end IP contact center
architecture. The main benefit of this feature is to enable PGW to support end-to-end SIP call flows in
IP call center applications and perform a variety of call transfers upon requests from the ICM. These
transfers include Blind Take Back and Transfer, DTMF Blind Transfer Under INAP Control, Network
Blind Transfer Under INAP Control, and Network Consultation Transfer Under INAP Control.
Prerequisites
The Cisco PGW 2200 must be running Cisco MGC software Release 9.7(3). Prerequisites for this release
can be found in the Release Notes for the Cisco Media Gateway Controller Software Release 9.7(3) at
http://www.cisco.com/en/US/partner/docs/voice_ip_comm/pgw/9/release/note/rn973.html
Restrictions or Limitations
The SIP Support of Take Back and Transfer in the Cisco Unified Contact Center feature has the following
limitations:
•
TCAP dialogues are not failed over. Calls in the connected state are failed over and remain in
conversation, but the TCAP dialogue is lost. Calls are released from the connected state in the
normal manner upon user request.
•
Only two-party connected calls are preserved if a call failover occurs. In the absence of a TCAP
controlling dialogue after failover (see the first restriction), the PGW cannot receive further
instructions in order to process the call.
•
If the transferring agent is SIP trunk and the transferred-to agent is SIP or H.323 trunk, the
transferring agent cannot hear the ring-back tone unless there is a remote ring-back tone.
•
The codec selection on the three call legs is based on the current simplified best fit practice of using
the codec list provided by party A to party C for the B-C call leg setup. When the call is transferred,
this same codec is used for the A-C setup. That is, there is no codec renegotiation for either the B-C
call leg or the A-C call leg.
•
No conferencing capability is available.
•
An H.323 endpoint cannot be a calling party or a transferring party for TNT/iTNT/NBT/NCT.
•
A call that was subjected to a consultation transfer cannot be serially resubjected to a
TCAP-controlled consultation transfer. If the original agent releases the call, a subsequent
consultation phase might be required if the new destination agent also requests a consultation
transfer call. If this occurs, the PGW rejects the request. However, in this case, the new destination
agent can initiate a blind transfer call.
Related Features and Technology
The SIP Support of Take Back and Transfer in the Cisco Unified Contact Center feature is related to the
feature, Take Back and Transfer (Phase 2). The new feature enhances its predecessor, Take Back and
Transfer (Phase 2).
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
10
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Provisioning Tasks
Related Documents
This document contains information that is strictly related to this feature. The documents that contain
additional information related to the Cisco Media Gateway Controller (MGC) are at
http://www.cisco.com/en/US/products/hw/vcallcon/ps2027/tsd_products_support_series_home.html
Provisioning Tasks
There are no additional provisioning requirements associated with NBT or NCT on SIP trunks.
In order for PGW to support TNT and iTNT on SIP trunks, the system changes one sigpath/trunk group
property, MidCallServiceCustID. You need to provision a mid-call dial plan for TNT and iTNT. See the
“Provisioning Examples” section on page 11 for detailed provisioning examples.
Furthermore, if you want to use TNT or iTNT when the transferring party is connected to SIP trunks of
Cisco Call Manager, you must set the trunk group property UnsolicitedNotifyMethod to 1.
Information about provisioning is available in the Cisco Media Gateway Controller Software Release 9
Provisioning Guide in the following sections:
•
Planning for Provisioning
http://www.cisco.com/en/US/partner/docs/voice_ip_comm/pgw/9/provisioning/guide/R9PlnPrv.ht
ml
•
MML Basics
http://www.cisco.com/en/US/partner/docs/voice_ip_comm/pgw/9/provisioning/guide/R9MMLCfg.
html
Provisioning Examples
As described before, there are no additional provisioning requirements associated with NBT or NCT.
This section provides a provisioning example for iTNT on SIP trunks. Provisioning for TNT is similar
to the provisioning of iTNT. However, the route list provisioned for TNT must be a real route list,
whereas the route list provisioned for iTNT can be any existing route list. This difference is also pointed
out in the following example.
Additional provisioning examples for the Cisco MGC software can be found in the Cisco Media Gateway
Controller Software Release 9 Provisioning Guide.
; Overdecadic Dial Plan for the mid-call service
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
numan-add:dialplan:custgrpid=”2222”,overdec=”yes”
________________________________________
; Support Mid-call Service
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
prov-add:sigsvcprop:name=”sipsvc1”,MidCallServiceCustID=”2222”
________________________________________
; Result Set
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
numan-add:resultset:custgrpid=”2222”,name=”rset-itnt”
________________________________________
; Result Table
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
numan-add:resulttable:custgrpid=”2222”,name=”digit-len”,resulttype=”DIGIT_REQ”,
setname=”rset-itnt”,dw1=”7”
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
11
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Software Changes for This Feature
;The total length of digits is 7 (including the length of the string “*8”) for intelligent
blind transfer service.
numan-add:resulttable:custgrpid=”2222”,name=”itnt-bmod”,resulttype=”BMODDIG”,dw1=”1”,
dw2=”2”,setname=”rset-itnt”
numan-add:resulttable:custgrpid=”2222”,name=”itnt-rte”,resulttype=”ROUTE”,dw1=”rtlist99”,
setname=”rset-itnt”
; Note: for TNT, a real route list name is required in the above command; for iTNT, you
can enter any existing route list name in the above command.
________________________________________
; Digit String
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
numan-add:bdigtree:custgrpid=”2222”,callside=”originating”,digitstring=”B82”,
setname=”rset-itnt”
;The digit string “*82xxxx” invokes the mid-call service and transfers the call. The
string “*8” is removed from the digits after the digit analysis.
________________________________________
; Result Set
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
numan-add:resultset:custgrpid=”2222”,name=”rset-err”
________________________________________
; Result Table
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
numan-add:resulttable:custgrpid=”2222”,name=”max-len”,resulttype=”INC_NUMBERING”,
setname=”rset-err”,dw1=”0”,dw2=”2”,dw3=”2”
;The result type INC_NUMBERING is used to return an announcement immediately.
numan-add:resulttable:custgrpid=”2222”,name=”itnt-ann”,resulttype=”ANNOUNCEMENT”,
setname=”rset-err”,dw1=”33”,dw2=”0”,dw4=”2”
;Note: for the mid-call announcement, the dw2 must be 0 and dw4 must be 2 (local and final
announcement). This announcement is played to the transferring party if the digit string
is matched.
________________________________________
; Digit String
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
numan-add:bdigtree:custgrpid=”2222”,callside=”originating”,digitstring=”B9”,
setname=”rset-err”
;The string “*9” is not a valid transferred-to number prefix. The provisioned announcement
is played when “*9” is dialed.
________________________________________
;Announcement ID in the TimesTen database announcement table
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
numan-add:announcement:annId=33,gwtype=”AS5350”,locationstring=”ann_id_22.au”,
playduration=10,repeat=1,interval=20
prov-cpy
Software Changes for This Feature
The following section contains software changes related to this feature:
•
Properties, page 13
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
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SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Troubleshooting the Feature
Properties
The property identified in this section is used for the SIP Support of Take Back and Transfer in the Cisco
Unified Contact Center feature. For information on other properties of the Cisco MGC software, see the
Cisco Media Gateway Controller Software Release 9 Provisioning Guide.
Table 1 identifies the property used for the SIP Support of Take Back and Transfer in the Cisco Unified
Contact Center feature.
Table 1
Software Property Related to the Feature
VSI
TrunkGroup
TCAPOverIP
TALI-IOCC
SS7-UK
SS7-Japan
X
SS7-ITU
X
SS7-China
SGCP
SS7-ANSI
X
SESSION
RLM
MGCP
ISDNPRI
IOCC
X
SIP
MidCallServiceCustID
EISUP
Property Name
DPNSS
AVM
Parent Object
X
Table 2 identifies the property used for the SIP Support of Take Back and Transfer in the Cisco Unified
Contact Center feature.
Table 2
Property Used for the SIP Support of Take Back and Transfer in the Cisco Unified
Contact Center
Property
Definition
MidCallServiceCustID
A customer ID associated with mid-call service
Troubleshooting the Feature
The following section contains the procedures required for troubleshooting this feature.
•
If the iTNT or TNT doesn’t work, use the following steps to do the troubleshooting:
Action
Step 1
Description
Check if digits pressed during the
call are correctly received on
PGW.
1.
Check if MGCP messages for transmitting DTMF digits
pressed during the call are correctly received on PGW.
2.
Check if the trunk group property UnsolicitedNotifyMethod is
set to 1 when the transferring party is connected to Cisco Call
Manager SIP trunk.
3.
Check if the DTMF configuration on the gateway is correct.
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
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SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Obtaining Documentation, Obtaining Support, and Security Guidelines
Action
Step 2
Step 3
Description
Check if the
MidCallServiceCustID property is
configured correctly.
For more information on the definition of this property, see the
Cisco Media Gateway Controller Software Release 9
Provisioning Guide at
http://www.cisco.com/en/US/docs/voice_ip_comm/pgw/9/pr
ovisioning/guide/prvgde.html
•
For the recommended provisioning, see the “Provisioning
Examples” section on page 11.
(For iTNT only) Check if the ICM See the ICM user document for more information.
configuration is correct.
•
If the NBT or NCT doesn’t work, use the following steps to do the troubleshooting.
Action
Step 1
•
Description
Check if INAP connection
Use the following MML commands to check the INAP connection
between the PGW and the ICM is between the PGW and the ICM,
active.
rtrv-lssn:all
rtrv-rssn:all
Step 2
Check the ICM configuration.
See the ICM user document for more information.
For more information on troubleshooting tasks for the rest of the Cisco MGC software, see the Cisco
Media Gateway Controller Software Release 9 Operations, Maintenance, and Troubleshooting Guide at,
http://www.cisco.com/en/US/docs/voice_ip_comm/pgw/9/maintenance/guide/omtguide.html
If you still have problems with this feature, get the MDL trace and contact Cisco TAC.
Obtaining Documentation, Obtaining Support, and Security
Guidelines
For information on obtaining documentation, obtaining support, providing documentation feedback,
security guidelines, and also recommended aliases and general Cisco documents, see the monthly
What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical
documentation, at
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Glossary
Table 3 contains expansions of acronyms and technical terms used in this feature module.
Table 3
Acronyms and Expansions
Acronym
Expansion
DTMF
dual-tone multifrequency
ICM
(Cisco) Unified Intelligent Contact Management
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
14
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Glossary
Table 3
Acronyms and Expansions (continued)
Acronym
Expansion
INAP
Intelligent Network Application Part
iTNT
intelligent blind transfer (DTMF blind transfer under INAP control)
MGC
(Cisco) Media Gateway Controller
MML
Man-Machine Language
NBT
network blind transfer
NCT
network consultation transfer
PGW
PSTN gateway
PRI
Primary Rate Interface
PSTN
public switched telephone network
SCP
service control point
Unified CCE
(Cisco) Unified Contact Center Enterprise, also known as (Cisco) IP Contact
Center
SIP
Session Initiation Protocol
TCAP
Transaction Capability Application Protocol
TNT
take back and transfer
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SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
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SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
Glossary
SIP Support of Take Back and Transfer in the Cisco Unified Contact Center
16