The following call scenario involves an IVR system behind the communication server configuration when the IVR system initiates a call transfer after the call is answered by a port on the IVR system that serves as an ACD agent.

1. Call is directed to the IVR system VRU port (typically by call vectoring) with UCID information (UCID x or UCID y).

   
   
   
   
   
   
   

2. The IVR system determines the call’s destination and transfers the call (using an ASAI third-party transfer operation).

   
   
   
   
   
   
   

3. The communication server temporarily creates a new UCID (such as UCID a or UCID b) for the transfer portion of the call (the original UCID is quickly merged into the call).

   
   
   
   
   
   
   

4. The UCIDs of the transfer segment and merged call are returned to the IVR system in ASAI acknowledgment messages.

5. The communication server sends UCID information to CMS if trunk, VDN(s), and/or split or skill(s) involved in the call are measured.