Cisco Cisco Unified Customer Voice Portal 11.0(1)

Figure 3: SIP-Based Call Director Call Flow

1. TDM call goes from PSTN to Ingress Gateway.

2. New call invitation goes from Ingress Gateway to SIP Proxy Server.

3. Invitation is forwarded from SIP Proxy Server to SIP Service.

4. SIP Service, wishing to consult Unified ICME, passes new call message to ICM Service.

5. New call message is passed from ICM Service to Unified ICME.

6. Unified ICME runs a routing script, which requires call to be transferred to VRU, and

passes a Connect to VRU request to ICM Service.

7. Connect to VRU request passes from ICM Service to SIP Service.

8. Invitation to Connect to VRU goes from SIP Service to SIP Proxy Server.

9. Invitation goes from SIP Proxy Server to Egress Gateway, and call is then passed to Egress

Gateway.

10. TDM call is passed from Egress Gateway to third-party VRU.

11. The VRU sends Request Instruction to Unified ICME.

12. Unified ICME sends Run Script request to VRU.

13. VRU executes the script and sends Run Script result to Unified ICME.

14. Unified ICME sends another Run Script request to VRU, which executes the script, and

the call is dequeued.

15. Unified ICME passes a connect to agent request to ICM Service.

Planning Guide for Cisco Unified Customer Voice Portal Cisco Unified Customer Voice Portal 4.1(1)