Cisco Cisco Unified Customer Voice Portal 11.0(1)

16. IVR Service creates VoiceXML pages based on Run Script instructions received from

Unified ICME and sends the VXML pages to VXML Gateway where the appropriate
micro-application is executed.

17. The execution of the micro-application/script invokes the VXML Gateway's prompt/collect

capabilities (possibly using ASR/TTS or VoiceXML Server) and sends result to IVR
Service.

18. IVR Service sends result to ICM Service.

19. ICM Service sends result to Unified ICME.

20. Unified ICME sends Run Script request to ICM Service.

21. ICM Service sends Run Script request to IVR Service.

22. IVR Service creates VoiceXML pages based on Run Script instructions received from

Unified ICME and sends the VXML pages to VXML Gateway where the appropriate
micro-application/script is executed.

23. Agent becomes available; Unified ICME dequeues the call and asks to be disconnected

from VXML Gateway; Unified ICME passes connect to agent request to ICM Service.

24. ICM Service passes connect to agent request to SIP Service.

25. SIP Service passes disconnect VRU request to SIP Proxy Server.

26. SIP Proxy Server passes disconnect to VXML Gateway.

27. SIP Service passes connect to agent request to SIP Proxy Server.

28. SIP Proxy Server passes connect to agent request (including information about Ingress

Gateway) to Cisco Unified CallManager, which will then connect audio path back to
Ingress Gateway.

29. Ingress Gateway establishes audio connection with agent's phone.

30. Unified CallManager informs Unified ICME that call was received by agent.

X

SIP Service (part of Call Server)

X

IVR Service (part of Call Server)

X

ICM Service (part of Call Server)

X

H.323 Service (part of Call
Server)

Planning Guide for Cisco Unified Customer Voice Portal 4.0(1)