Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide
4-5
Getting Started with Cisco Unified IP IVR, Release 6.0(1)
Chapter 4 Basic Call and Contact Flow Concepts
Important Unified CM Configuration Dependencies
7.
CRS starts an application that executes a CRS script.
8.
The script determines how to handle the call:
The CRS script can Redirect the call (for example, when no agents are available). Or, the CRS script
can answer the call with the Accept step.
can answer the call with the Accept step.
If the CRS script answers the call and the trigger has been assigned a Dialog Group, CRS establishes
a media connection with the caller.
a media connection with the caller.
Important Unified CM Configuration Dependencies
Unified CM is a software ACD that distributes calls. The Unified IP IVR software tells Unified CM how
to distribute calls. For both products to work together correctly, you should therefore understand how
calls are set up when you configure the Unified CM devices.
to distribute calls. For both products to work together correctly, you should therefore understand how
calls are set up when you configure the Unified CM devices.
You should be aware of the following:
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Repository Datastore. The IDs resides on the CRS server in the MSDE or SQL2K database. It holds
the prompts, grammars, documents, and scripts used by the system.
the prompts, grammars, documents, and scripts used by the system.
•
CTI Ports and Route Points. When configuring CRS in the CRS Administration web page, you
must enter the information that CRS uses to configure CTI Ports and Route Points in Unified CM.
must enter the information that CRS uses to configure CTI Ports and Route Points in Unified CM.
•
CM Telephony User. When configuring CRS, you define a CM Telephony User Prefix that is used
to create the CM Telephony User in the Unified CM.
to create the CM Telephony User in the Unified CM.
•
Redirects. Redirects are performed when a call comes and the call is sent from the route point to
the designated CTI port (in this case, the redirect takes place internally as part of the protocol), when
a CRS script executes a call Redirect step, or when a Unified ICME system sends a Connect request
to the CRS system to send a queued call to a destination label.
the designated CTI port (in this case, the redirect takes place internally as part of the protocol), when
a CRS script executes a call Redirect step, or when a Unified ICME system sends a Connect request
to the CRS system to send a queued call to a destination label.
When the Redirect is performed, if the Unified CM destination is available, the call is immediately
sent to the Unified CM and released from the CTI Port.
sent to the Unified CM and released from the CTI Port.
•
Destination. A Redirect will fail if the destination is not available.
•
Redirect Calling Search Space. Unlike the redirect that the Route Point does to the CTI Port
(which is not configurable), the CSS used for a redirect for a call that is already established on a CTI
Port is indeed controlled by the "Redirect Calling Search Space" parameter in the Call Control
Group config.
(which is not configurable), the CSS used for a redirect for a call that is already established on a CTI
Port is indeed controlled by the "Redirect Calling Search Space" parameter in the Call Control
Group config.
•
Calling Search Space.Calling search spaces (CSS) determine the partitions that calling devices,
including IP phones, SIP phones, and gateways, can search when attempting to complete a call. A
collection of partitions are searched to determine how a dialed number must be routed. The CSS for
the device and the CSS for the directory number get used together. The directory number CSS takes
precedence over the device CSS.
including IP phones, SIP phones, and gateways, can search when attempting to complete a call. A
collection of partitions are searched to determine how a dialed number must be routed. The CSS for
the device and the CSS for the directory number get used together. The directory number CSS takes
precedence over the device CSS.
See
for more information.
•
Device Regions. Regions determine the maximum bandwidth codec that is allowed for calls both
intra- and inter-region, not the codec itself. In the case of the Cisco CRS servers CTI Ports, if the
connection to calling or called device cannot be made at the Cisco CRS servers installed bandwidth,
then a Transcoder channel must be available.
intra- and inter-region, not the codec itself. In the case of the Cisco CRS servers CTI Ports, if the
connection to calling or called device cannot be made at the Cisco CRS servers installed bandwidth,
then a Transcoder channel must be available.