Internal consult transfer

Last Updated : Jan 12, 2017 |




The following steps explain internal consult transfer flow:

  1. POM instructs MPP2 to launch a Nailup call to Agent A.

  2. MPP2 sends INVITE to Agent A on Avaya Aura® Communication Manager (CM) / Avaya Aura® Call Center Elite (CCElite) via System Manager (SM). On completion of INVITE transaction Agent call gets anchored on MPP2.

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

  4. MPP1 sends INVITE to Customer which lands on Gateway via SM. Gateway tries to connect to the Customer outside enterprise.

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

  6. For Agent customer interaction, MPP2 initiates an INVITE with Replaces for Customer call leg. The INVITE with Replaces lands on Gateway via SM, after which the Gateway transfers the customer call leg to MPP2.

    Agent A and Customer start talking as their RTP are processed by MPP2.

  7. For Internal consult there has to be another agent which has to be part of the same campaign as the Agent A. Agent B is in a Nailup call launched by separate session of Nailer Application launched on MPP3.

    Agent A initiates a consult with Agent B and customer call goes on hold with a Music-on-Hold Application being played to the customer leg.

  8. MPP2 sends INVITE with Replaces to CM/CCElite for Agent B. After completion of INVITE with Replaces transaction, Nailup call of Agent B drops from MPP3 and Agent B is in a consultation call with the Agent A anchored on MPP2.

  9. After the consultation, Agent A transfers the customer to Agent B.

    For transfer a new session of Nailer Application is launched on MPP3. The existing call data of Customer and Agent B is passed to this new session by POM.

  10. MPP3 then launches two separate INVITE with Replaces for customer and Agent B respectively.

  11. After completion of these INVITE with Replaces transaction, Agent B and Customer call is anchored on MPP3.

  12. Nailup call of Agent A remains intact on MPP2, and Agent A continues to process further contacts.