Cisco Cisco Computer Telephony Integration OS 8.5
2-5
CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 2 Cisco CTI Server Software
The CTI Server, CTI Clients, and ICM Software
Pre-Routed Call
In this example, an incoming call is automatically routed.
1.
A customer dials an “800” number.
2.
The caller responds to in-network prompting (if any).
3.
The network forwards a route request to Cisco ICM software (including any
available call data).
available call data).
4.
ICM software, through the use of a routing script, chooses a destination to
handle the call. The routing script almost certainly makes use of any CED.
handle the call. The routing script almost certainly makes use of any CED.
5.
A route response is returned to the network.
6.
The call arrives at the chosen ACD and is monitored by the Cisco Peripheral
Gateway (PG).
Gateway (PG).
Note
The call can, in fact, go anywhere that the business rules tell it to go, not
necessarily to the ACD. For example, it might go to an
in-front-of-the-switch IVR.
necessarily to the ACD. For example, it might go to an
in-front-of-the-switch IVR.
7.
The call may pass through several states (queued, alerting,...) before finally
being connected to an IVR or agent.
being connected to an IVR or agent.
8.
The IVR or agent may either handle the call directly or transfer the call to
another agent.
another agent.
9.
Upon completion of each call segment, Termination Call Detail records are
created and sent to the Central Controller database.
created and sent to the Central Controller database.
Translation Route Call
Note
The reason for using a translation route call is so that data can be translated (that
is, transported) to the ACD. In a pre-routed call, call data is used by ICM software
in its decision making, but is not passed on to the ACD—let alone any data
generated by the routing script.
is, transported) to the ACD. In a pre-routed call, call data is used by ICM software
in its decision making, but is not passed on to the ACD—let alone any data
generated by the routing script.
1.
A customer dials an “800” number.
2.
The caller responds to in-network prompting (if any).