External transfer from a Consult

Last Updated : Sep 07, 2022 |


External transfer-Consult

The following steps explain how an agent can transfer a call from a consult in POM:

  1. POM instructs MPP2 to launch a nailing call to the agent.

  2. MPP2 sends an INVITE message to the agent on Avaya Aura® Communication Manager/Avaya Aura® Call Center Elite via System Manager. On completion of the INVITE transaction, the agent call gets anchored on MPP2.

  3. POM instructs MPP1 to start an outreach attempt to the customer.

  4. MPP1 sends INVITE to the customer, which lands on the Gateway via System Manager. The Gateway tries to connect to the customer outside the enterprise.

  5. On connecting to the customer, the Gateway completes the INVITE transaction and the customer call gets anchored on MPP2.

  6. For the agent-customer interaction, MPP2 initiates an INVITE with Replaces transaction for the customer call leg.

  7. This INVITE with Replaces message lands on the Gateway via System Manager. The Gateway then transfers the customer call leg to MPP2.

  8. The agent and customer start interacting as their RTPs are processed by MPP2.

  9. When the agent wants to consult an external agent, POM asks MPP2 to call the external agent.

  10. MPP2 starts MusicOnHold application on the customer leg and sends INVITE message to the external agent which lands on the Gateway via System Manager. The Gateway tries to connect to the external agent.

  11. On connecting to the external agent, the Gateway completes the INVITE transaction and the external agent call gets anchored on MPP2.

  12. During the consult, the agent can transfer the customer to an external agent for which, POM instructs MPP2 to send a REFER message to the external agent. The REFER transaction contains customer call information in the Refer-To header.

  13. This REFER message lands on Gateway via System Manager and replies back with 202 Accepted. The Gateway then drops the customer call leg towards MPP2 by sending a BYE message.

  14. Since the Gateway anchors the customer and the external agent call legs outside the enterprise, it merges them together.

  15. The Gateway sends NOTIFY messages to MPP2 via System Manager to notify the successful transfer. MPP2 drops the external agent call leg by sending a BYE message to the Gateway. As a result, the customer call gets disposed from the POM system, whereas the customer and external agent interaction can continue.