Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide
4-5
Getting Started with Cisco Unified Contact Center Express, Release 6.0(1)
Chapter 4 Basic Contact Flow Concepts
An HTTP Contact Flow
–
Accept. Answers the call and establishes a media connection. This is based on the Primary and
Secondary dialog groups assigned to the trigger. It can be either the Cisco Media Dialog Group
or ASR.
Secondary dialog groups assigned to the trigger. It can be either the Cisco Media Dialog Group
or ASR.
–
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 Cisco CRS requests that a caller be rerouted from a CTI Route Point to a CTI Port.
–
When a Cisco CRS script executes a Call Redirect step.
Once the Cisco CRS system requests a Redirect and Unified CM accepts it, the redirecting CTI Port
is released and returned to the idle port list.
is released and returned to the idle port list.
An HTTP Contact Flow
When an HTTP request is presented to Cisco 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.
Important Unified CM Configuration Dependencies
The Unified CCX software tells Unified CM how to distribute calls. For both products to work together
correctly, you must therefore understand how calls are set up when you configure Unified CM devices.
correctly, you must therefore understand how calls are set up when you configure Unified CM devices.
You must be aware of the following:
•
LDAP. The LDAP directory defined in Unified CM has to be the same one defined in Unified CCX.
This directory is configured when you install Unified CM.
This directory is configured when you install Unified CM.
•
Both Unified CM and Cisco CRS use the LDAP directory to store authentication and authorization
information about users of Unified CM applications, which interface with Unified CM.
information about users of Unified CM applications, which interface with Unified CM.