Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide
4-3
Getting Started with Cisco Unified IP IVR, Release 6.0(1)
Chapter 4 Basic Call and Contact Flow Concepts
An HTTP Contact Flow Outside of Unified CCE
d.
CRS accepts the call on the CTI Port, the call rings on the CTI Port, and a CRS script decides
how to handle the call.
how to handle the call.
•
Why does the CM (or CME) Telephony Trigger need to have Primary and or Secondary Dialogue
Groups assigned to it?
Groups assigned to it?
For the CRS system to establish a media connection to a caller, CRS must allocate aMedia Channel
for that call. When CRS accepts a call on a CTI Port, it looks for an available Media Channel in the
Primary Dialog Group. If there are none available, it will look for an available channel in the
Secondary Dialogue Group.
for that call. When CRS accepts a call on a CTI Port, it looks for an available Media Channel in the
Primary Dialog Group. If there are none available, it will look for an available channel in the
Secondary Dialogue Group.
•
What are the CRS script call control choices?
The call control step choices are:
Accept. Answers the call and establishes a media connection. This is based on the Primary and
Secondary Dialogue Groups assigned to the Trigger. It can be either CMT (Cisco Media
Termination) or ASR (Automatic Speech Recognition).
Secondary Dialogue Groups assigned to the Trigger. It can be either CMT (Cisco Media
Termination) or ASR (Automatic Speech Recognition).
Reject. Rejects the call and returns it to Unified CM without answering it.
Terminate. Disconnects the Contact.
Redirect. Requests that Unified CM reroute the caller to another destination.
•
How are Redirects done?
Redirects can be done in several ways:
–
When CRS requests that a caller be rerouted from a CTI Route Point to a CTI Port.
–
When a CRS script executes a Call Redirect step
–
In Unified CCE, when a Unified ICME system sends a Connect request to the CRS system to
send a queued call to a destination label.
send a queued call to a destination label.
Once the CRS system requests a Redirect and Unified CM accepts it, the redirecting CTI Port is
released and returned to the idle port list.
released and returned to the idle port list.
An HTTP Contact Flow Outside of Unified CCE
When an HTTP request is presented to CRS:
1.
The HTTP trigger is assigned to an application.
2.
When the URL trigger is hit, an application task is started.
3.
The application is assigned to a script and the script starts.
4.
An HTTP control channel is allocated.
5.
The script performs steps on the triggering contact.
Possible step choices are:
–
Get HTTP contact information. Obtain Header Information, Parameters, Cookies and
Environment Attributes and assign them to local variables.
Environment Attributes and assign them to local variables.
–
Send a response. Send a Document Object as a response to the calling browser.
–
Send a JSP reply. Send a response to the calling browser based on a JSP template. This step
allows for the mapping of local variables to keywords in the template.
allows for the mapping of local variables to keywords in the template.
–
HTTP redirect. Allows a calling browser to be redirected to a different URL.