Cisco Cisco Customer Voice Portal 8.0(1) Design Guide

destination specified by the returned label. As with other ACD post-route requests, the exchange ends 
there. Unified ICM has no ability to send a subsequent label to that Unified CM unless Unified CM 
issues another post-route request.

This limitation is the first difference between calls originated by Unified CM and calls originated 
through a Unified CVP ingress gateway. Unified CVP can continue to route and re-route the call as many 
times as necessary. For this reason, when calls are originated from Unified CM, routing client 
responsibilities should be handed off to Unified CVP as soon as possible.

The second difference has to do with how calls are transferred to a VRU. ACD routing clients such as 
Unified CM may be transferred only by using a TranslationRouteToVRU label. When Unified CVP is 
the routing client, it can handle Translation Route labels as well as the Correlation ID labels that are 
generated by SendToVRU nodes.

Locations-based call admission control is not supported for IP originated calls, including calls where the 
agent performs a warm transfer or conference

The next sections provide more details on these differences.

The following types of calls are originated by Unified CM and must be treated differently than calls 
originated by Unified CVP:

The Cisco Unified CCE Outbound Dialer introduces an outbound call by impersonating a Skinny Client 
Control Protocol (SCCP) phone and asking Unified CM to place the outbound call. When it detects that 
a person has answered, it transfers the call to a Unified CCE destination, taking itself out of the loop. If 
the customer requirement is to provide a Unified CVP message or a self-service application to the called 
party, then the call is transferred to Unified CVP using a Unified CM route point. This process fits the 
definition of a call originated by Unified CM.

Enterprises that place IP phones on employees' desks often want to provide those employees with the 
capability to call into a self-service application. An example might be an application that allows 
employees to sign up for health benefits. Or the employee might be trying to reach an agent, such as the 
IT help desk, and ends up waiting in queue. Both of these scenarios result in calls originating from 
Unified CM to Unified CVP.

The internal caller could also dial into a self-service application hosted on a Unified CVP VXML Server 
that is deployed using Model #1, Standalone Self-Service. No ICM is involved in this scenario, but it 
still qualifies as a call originated by Unified CM.