Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide
4-7
Getting Started with Cisco Unified IP IVR, Release 6.0(1)
Chapter 4 Basic Call and Contact Flow Concepts
Understanding How Calls Go Through the Unified CCE System
CRS scripts can direct calls based on various criteria, such as time of day or the availability of
subsystems. When used with Unified ICME in a Translation Routing or Post Routing Application, the
Unified IP IVR system does not make decisions as to what script to run. Instead, Unified ICME controls
the call treatment by issuing RUN_VRU_SCRIPT commands to Unified IP IVR system. These
RUN_VRU_SCRIPT commands tell Unified IP IVR which CRS script to run.
subsystems. When used with Unified ICME in a Translation Routing or Post Routing Application, the
Unified IP IVR system does not make decisions as to what script to run. Instead, Unified ICME controls
the call treatment by issuing RUN_VRU_SCRIPT commands to Unified IP IVR system. These
RUN_VRU_SCRIPT commands tell Unified IP IVR which CRS script to run.
ICM scripts use four different commands to interact with the Unified IP IVR system:
•
Connect—to connect the call. The Unified ICME system sends the connect message with a label to
instruct the Unified IP IVR system where to direct the call
instruct the Unified IP IVR system where to direct the call
•
Release—to hang up a call.
•
RUN_VRU_SCRIPT—to run an ICM VRU script on the Unified IP IVR system.
•
Cancel—to cancel the ICM VRU script currently running.
Two Ways of Configuring Unified IP IVR with Unified ICME
When integrated in a Unified CCE environment, CRS can be used in two different ways depending on
the call flow.
the call flow.
You can define your Applications as either post-routing or translation-routing applications.
•
Post Routing. If the calls will first traverse through the Unified IP IVR and then through Unified
CCE, it is considered a Post-Routing scenario. In this type of call flow, Unified CCE is notified of
the call by CRS. The ICM script will not start until CRS requests instructions from Unified CCE
after the CRS Initial Script ends (if one is configured).
CCE, it is considered a Post-Routing scenario. In this type of call flow, Unified CCE is notified of
the call by CRS. The ICM script will not start until CRS requests instructions from Unified CCE
after the CRS Initial Script ends (if one is configured).
An example would be when a caller is prompted by CRS for some information that is intended for
subsequent delivery to a Unified CCE Agent.
subsequent delivery to a Unified CCE Agent.
•
Translation Routing. If Unified CCE first has control of the call and it needs to flow through the
Unified IP IVR, it is considered a Translation-Routing scenario. In this type of call flow, the call is
under Unified CCE script control when arriving at CRS.
Unified IP IVR, it is considered a Translation-Routing scenario. In this type of call flow, the call is
under Unified CCE script control when arriving at CRS.
Examples of this call flow are when you have to queue a caller or if you use the Unified IP IVR for
menu based (CED) routing.
menu based (CED) routing.
Note
The Unified ICME system and the CRS system together form the Unified CCE system.
In a Unified CCE environment, the Unified ICME software is the primary controller of all calls. The
Unifed CCE queuing is done through the Unified CM and CRS software. The agent assigned by the
software to handle a call can be defined in either the Unified CM database or the Unified ICME database.
A Post-Routed Call Flow
This scenario represents a call that is queued in the Unified IP IVR system through Post Routing until
an agent becomes available.
an agent becomes available.
In a post-routed call flow:
1.
The caller dials the desired phone number (an application Trigger that is a CRS Route Point).
2.
The trigger is linked to a Post-Routing application with a default CRS script.
3.
The call is presented to the CRS system.