Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX Terminology
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Cisco Unified CCX Terminology
The Cisco Unified CM Telephony subsystem provides a mechanism for Cisco Unified CCX to
communicate with Cisco Unified CM for call processing. Within Cisco Unified CM, an application user
with CTI permissions is defined and that user ID is used by the Cisco Unified CM Telephony subsystem
to log into Cisco Unified CM through JTAPI messaging. This user ID is referred to as the Cisco Unified
CM Telephony user ID. This login process is what allows Cisco Unified CCX to begin communications
with Cisco Unified CM and offer services like routing control.
communicate with Cisco Unified CM for call processing. Within Cisco Unified CM, an application user
with CTI permissions is defined and that user ID is used by the Cisco Unified CM Telephony subsystem
to log into Cisco Unified CM through JTAPI messaging. This user ID is referred to as the Cisco Unified
CM Telephony user ID. This login process is what allows Cisco Unified CCX to begin communications
with Cisco Unified CM and offer services like routing control.
When a caller dials the number of an extension configured on an IP Phone, Cisco Unified CM is capable
of setting up that call without the aid of Cisco Unified CCX. However, sometimes callers dial generic
numbers that are not associated with any particular phone. In those situations, Cisco Unified CM needs
a mechanism to request routing instruction from some other application. One such mechanism is a route
request message and one such application that can provide routing control is Cisco Unified CCX. In
order for Cisco Unified CM to request routing from another application for a particular dialed number,
there must be a CTI Route Point defined within Cisco Unified CM for that dialed number. In Cisco
Unified CCX, this CTI Route Point is defined in the Cisco Unified CM Telephony Trigger. Within Cisco
Unified CM the CTI Route Point is also associated with the user (application) that can provide routing
control. This Cisco Unified CM configuration is what enables Cisco Unified CM to ask Cisco Unified
CCX how to route a call. The creation of a CTI Route Point, the association of that CTI Route Point to
the dialed number, and the user association of that CTI Route Point to the Cisco Unified CM Telephony
user responsible for routing control is done automatically by the Cisco Unified CCX Server as part of
the creation of a Cisco Unified CM Telephony trigger within Cisco Unified CCX.
of setting up that call without the aid of Cisco Unified CCX. However, sometimes callers dial generic
numbers that are not associated with any particular phone. In those situations, Cisco Unified CM needs
a mechanism to request routing instruction from some other application. One such mechanism is a route
request message and one such application that can provide routing control is Cisco Unified CCX. In
order for Cisco Unified CM to request routing from another application for a particular dialed number,
there must be a CTI Route Point defined within Cisco Unified CM for that dialed number. In Cisco
Unified CCX, this CTI Route Point is defined in the Cisco Unified CM Telephony Trigger. Within Cisco
Unified CM the CTI Route Point is also associated with the user (application) that can provide routing
control. This Cisco Unified CM configuration is what enables Cisco Unified CM to ask Cisco Unified
CCX how to route a call. The creation of a CTI Route Point, the association of that CTI Route Point to
the dialed number, and the user association of that CTI Route Point to the Cisco Unified CM Telephony
user responsible for routing control is done automatically by the Cisco Unified CCX Server as part of
the creation of a Cisco Unified CM Telephony trigger within Cisco Unified CCX.
The Cisco Unified CM Telephony trigger also specifies what CTI port group and Cisco Unified CCX
application to use for a specified dialed number. As discussed in Chapter 1, Cisco Unified CCX provides
IVR functionality. A Cisco Unified CCX system can provide up to 300 logical IVR ports (also called
CTI Ports). The CTI ports within Cisco Unified CCX are logical VoIP endpoints where calls can be
terminated—very similar to a softphone. The difference is that these softphones are controlled by an
application that has the ability to encode .wav files from disk into one of the supported VoIP formats
(G.711 or G.729) and then stream those VoIP packets out the Ethernet interface on the Cisco Unified
CCX Server to the calling VoIP endpoint (IP Phone or Voice Gateway port). Each CTI Port must be
defined within Cisco Unified CM as a device with a type of “CTI Port.” Each CTI Port device is assigned
a unique directory number (extension), just like a phone. This allows Cisco Unified CM to setup calls to
these devices and endpoints. The creation of the CTI Ports on Cisco Unified CM is done automatically
by the Cisco Unified CCX server when a group of CTI Ports (Call Control Group) is defined.
application to use for a specified dialed number. As discussed in Chapter 1, Cisco Unified CCX provides
IVR functionality. A Cisco Unified CCX system can provide up to 300 logical IVR ports (also called
CTI Ports). The CTI ports within Cisco Unified CCX are logical VoIP endpoints where calls can be
terminated—very similar to a softphone. The difference is that these softphones are controlled by an
application that has the ability to encode .wav files from disk into one of the supported VoIP formats
(G.711 or G.729) and then stream those VoIP packets out the Ethernet interface on the Cisco Unified
CCX Server to the calling VoIP endpoint (IP Phone or Voice Gateway port). Each CTI Port must be
defined within Cisco Unified CM as a device with a type of “CTI Port.” Each CTI Port device is assigned
a unique directory number (extension), just like a phone. This allows Cisco Unified CM to setup calls to
these devices and endpoints. The creation of the CTI Ports on Cisco Unified CM is done automatically
by the Cisco Unified CCX server when a group of CTI Ports (Call Control Group) is defined.
When a caller dials a dialed number that is associated with a CTI Route Point, Cisco Unified CM sends
a route request to Cisco Unified CCX which has the dialed number associated with a group of CTI Ports.
The Cisco Unified CCX software selects an available CTI Port from that CTI Port Group and returns the
extension of that CTI Port to Cisco Unified CM. Cisco Unified CM then attempts to setup a call to that
extension (CTI Port) by sending a ring message to the Cisco Unified CCX server. When the Cisco
Unified CCX server gets the ring message for a particular CTI Port for a particular dialed number, the
Cisco Unified CCX server begins executing the script associated with that trigger’s application. The first
step in a script is typically an Accept step. The Accept step in the application will answer the call by
sending a message to Cisco Unified CM to establish an RTP stream between the selected CTI Port and
a route request to Cisco Unified CCX which has the dialed number associated with a group of CTI Ports.
The Cisco Unified CCX software selects an available CTI Port from that CTI Port Group and returns the
extension of that CTI Port to Cisco Unified CM. Cisco Unified CM then attempts to setup a call to that
extension (CTI Port) by sending a ring message to the Cisco Unified CCX server. When the Cisco
Unified CCX server gets the ring message for a particular CTI Port for a particular dialed number, the
Cisco Unified CCX server begins executing the script associated with that trigger’s application. The first
step in a script is typically an Accept step. The Accept step in the application will answer the call by
sending a message to Cisco Unified CM to establish an RTP stream between the selected CTI Port and