Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide
4-2
Getting Started with Cisco Unified Contact Center Express, Release 6.0(1)
Chapter 4 Basic Contact Flow Concepts
Relationships Between Tasks, Sessions, Contacts, and Channels
The basic Unified CCX call flow process is identified below:
1.
A call arrives at voice gateway.
2.
The voice gateway routes the call based on direction from the Unified CM (using H.323 or MGCP).
3.
The Unified CM is configured for the dialed number to be routed by Unified CCX so a route request
is sent to the Unified CCX server (using JTAPI).
is sent to the Unified CCX server (using JTAPI).
4.
Based upon the dialed number, Unified CCX selects an available CTI port and initiates the
configured workflow. The first step in the work flow (accept) initiates the establishment of an
Real-time Transport Protocol (RTP) VoIP data stream between the CTI port on the Unified CCX
server and the VG port. In this scenario, we are assuming no appropriately skilled agents are
available, so the application flow executes the queue loop logic until an agent becomes available.
configured workflow. The first step in the work flow (accept) initiates the establishment of an
Real-time Transport Protocol (RTP) VoIP data stream between the CTI port on the Unified CCX
server and the VG port. In this scenario, we are assuming no appropriately skilled agents are
available, so the application flow executes the queue loop logic until an agent becomes available.
5.
An appropriately skilled agent becomes available.
6.
The agent is selected/reserved by the Unified CCX server and this triggers the call to be transferred
to the agent's phone and subsequently causes the agent's phone to ring (using Unified CM signaling).
In addition, the Unified CCX server delivers a screen pop to the selected agent's desktop and enables
the answer button on the agent's desktop.
to the agent's phone and subsequently causes the agent's phone to ring (using Unified CM signaling).
In addition, the Unified CCX server delivers a screen pop to the selected agent's desktop and enables
the answer button on the agent's desktop.
7.
The agent answers the call, which initiates the establishment of an RTP VoIP data stream between
the agent's phone and the voice gateway port.
the agent's phone and the voice gateway port.
Relationships Between Tasks, Sessions, Contacts, and
Channels
Channels
When installing and configuring Unified CCX, you must understand the concepts, call flows, and
configuration dependencies explained in this section:
configuration dependencies explained in this section:
•
Task. Cisco CRS receives the incoming contact (call) signal on a trigger, which is then assigned an
application. The application can be a workflow application, a Java application, a routing
application, or an post-routing application. When Cisco CRS accepts the contact, the application
starts an application task. The application task in turn invokes an instance of a script associated with
the application.
application. The application can be a workflow application, a Java application, a routing
application, or an post-routing application. When Cisco CRS accepts the contact, the application
starts an application task. The application task in turn invokes an instance of a script associated with
the application.
•
Session. A session tracks contacts as they move around the system. This enables information to be
shared among contacts that are related to the same session.
shared among contacts that are related to the same session.
When a contact is received (inbound) or initiated (outbound), Cisco CRS checks to see if an existing
session already exists with that contact's Implementation ID. The Implementation ID is the Unified
CM Global Call ID plus the Unified CM node (GCID/<node>). If a session already exists for the
contact, Cisco CRS associates it with that session. If no session already exists for the contact, Cisco
CRS automatically creates one.
session already exists with that contact's Implementation ID. The Implementation ID is the Unified
CM Global Call ID plus the Unified CM node (GCID/<node>). If a session already exists for the
contact, Cisco CRS associates it with that session. If no session already exists for the contact, Cisco
CRS automatically creates one.
After the contact ends, the session remains idle in memory for a default period of 30 minutes before
being automatically deleted.
being automatically deleted.
•
Contact. A contact can be a Call, an HTTP request, or an e-mail. A contact carries attributes such
as creation time, state, language, and so on.
as creation time, state, language, and so on.
•
Channel. Each type of contact has its own channel. Channels are allocated and associated with
contacts as needed and are used to perform actions on contacts.
contacts as needed and are used to perform actions on contacts.
.