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 Call Processing
Cisco Unified CCX Call Processing
and the description that follows explain a typical Cisco Unified CCX call flow:
Figure 2-1
Cisco Unified CCX Call Flow
1.
Call arrives at Voice Gateway (VG)
2.
Voice Gateway asks Unified CM how to route the call (using H.323 or MGCP).
3.
Cisco Unified CM has the dialed number (DN) associated with a CTI Route Point that is associated
with a Cisco Unified CM Telephony user for Cisco Unified CCX. This triggers a JTAPI route
request to be sent to Cisco Unified CCX.
with a Cisco Unified CM Telephony user for Cisco Unified CCX. This triggers a JTAPI route
request to be sent to Cisco Unified CCX.
4.
Based upon the DN, which is mapped to a Cisco Unified CM Telephony trigger, the Cisco Unified
CCX server selects an available CTI port and replies back to Cisco Unified CM with the extension
of the CTI Port to send this call to. Cisco Unified CM then sends a call setup (ring) message to Cisco
Unified CCX, which then maps the DN to the appropriate Cisco Unified CCX script. The Accept
step (typically the first step) in the script will answer the call and trigger Cisco Unified CM to
establish an RTP stream between the Voice Gateway port and the selected CTI Port. Then the script
prompts the caller for an account number and does a database lookup. Then the caller is prompted
to select from a menu of choices and is provided self-service treatment. If the user presses 0, we go
to the transfer to agent section of the script. In this scenario, we are assuming no appropriately
skilled agents are available, so the script executes the queued loop logic until an appropriately
skilled agent becomes available.
CCX server selects an available CTI port and replies back to Cisco Unified CM with the extension
of the CTI Port to send this call to. Cisco Unified CM then sends a call setup (ring) message to Cisco
Unified CCX, which then maps the DN to the appropriate Cisco Unified CCX script. The Accept
step (typically the first step) in the script will answer the call and trigger Cisco Unified CM to
establish an RTP stream between the Voice Gateway port and the selected CTI Port. Then the script
prompts the caller for an account number and does a database lookup. Then the caller is prompted
to select from a menu of choices and is provided self-service treatment. If the user presses 0, we go
to the transfer to agent section of the script. In this scenario, we are assuming no appropriately
skilled agents are available, so the script executes the queued loop logic until an appropriately
skilled agent becomes available.
5.
An appropriately skilled agent becomes available as a result of logging in and going ready or
completing a previous call.
completing a previous call.