Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Anleitung Für Quick Setup
C H A P T E R
4-1
Getting Started with Cisco Unified Contact Center Express, Release 6.0(1)
4
Basic Contact Flow Concepts
When installing and configuring your Unified CCX system, you must understand the concepts, call
flows, and configuration dependencies described in this chapter.
flows, and configuration dependencies described in this chapter.
This section contains the following:
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•
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shows how various applications in your Cisco CRS system work together.
Figure 4-1
Typical Unified CCX Call Flow
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Unified CCX
CAD Agents with IP Phones
CAD Agents with IP Communicator
Consultative Transfer (SCCP)
to an Available Agent
IP
Unified IP IVR/
CTI JTAPI
CTI protocol
Unified CM
IP Phone Agents
App Provider: CTI/IVRJTAPIUser
CTI Redirect
Main Number
IP Communicator
IP Phone
M
Agents
Options available in Unified CCX
IP
Caller
App Provider: AgentJTAPIUser
IP Communicator
IP Phone
CTI port
CTI Route Point
CTI port
CTI port
CTIManager