Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Figure 21: Parent/Child Call Flow with Unified CVP

A description of Parent/Child Call Flow In the Parent System follows:

1. The call comes from the PSTN into an IOS SIP Gateway that originates a SIP call to Cisco

Unified Presence.

2. Cisco Unified Presence sends the SIP call to the CVP SIP subsystem service.

3. The Unified CVP SIP subsystem service sends the details of the call to the Unified CVP

Call Server using HTTP

4. The Unified CVP Call Server sends a NEW_CALL event to the Unified ICM using the

Unified ICM/VRU Interface protocol via the Unified CVP VRU PIM.

5. Unified ICM, upon receipt of the NEW_CALL event, sends a temporary Connect label

to connect a VRU to the Unified CVP Call Server.

6. The Unified CVP Call Server sends the label with a correlation ID to the CVP SIP

subsystem service.

7. The Unified CVP SIP subsystem service sends the label to Cisco Unified Presence.

8. Cisco Unified Presence sends the call to the VXML gateway.

9. The VRU functionality of the PSTN Gateway then sends a message to the appropriate

Unified CVP Call Server that in turn sends a REQUEST_INSTRUCTION message to
Unified ICM.

10. Unified ICM uses the correlation ID, which is relayed to it as a part of the

REQUEST_INSTRUCTION message, with the call it processed earlier.

11. Unified ICM, upon receipt of the REQUEST_INSTRUCTION message, also sends a

CONNECT_TO_RESOURCE event back to the Unified CVP Call Server.

Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)