Cisco Cisco Unified Customer Voice Portal 11.0(1)
In this section we will discuss the following call flows:
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. A VXML Server running as a Standalone with ICME
Lookup call flow model also falls into this category, if the goal of the ICM Lookup is to
transfer the call into a Unified CVP Comprehensive call flow model deployment.
transfer the call into a Unified CVP Comprehensive call flow model deployment.
All these call flows share the characteristic that the original routing client (a NIC, Unified CM,
an ACD, or a VRU) is capable of a single route request only. By definition, the routing client
makes a single request to Unified ICME, and Unified ICME returns a destination label and the
routing client affects the transfer. At that point the route request dialog is ended, and Unified
ICME has no ability to send a subsequent label or conduct any other form of third-party call
control.
an ACD, or a VRU) is capable of a single route request only. By definition, the routing client
makes a single request to Unified ICME, and Unified ICME returns a destination label and the
routing client affects the transfer. At that point the route request dialog is ended, and Unified
ICME has no ability to send a subsequent label or conduct any other form of third-party call
control.
The routing script might continue, however. This would be the case if the returned label was a
translation route to VRU label, or if it was a correlation ID label resulting from a SendToVRU
node. In those cases the call is transferred to Unified CVP, and the routing script continues
executing once Unified CVP successfully receives the call. The script then invokes
micro-application requests as part of its queuing or self service treatment. If the call will then
be transferred to an agent or skill group, that label must go to Unified CVP rather than to the
original routing client. If the call will later be blind-transferred to another agent or skill group,
or back into Unified CVP for additional queuing or self service, that label too must go to Unified
CVP rather than to the original routing client.
translation route to VRU label, or if it was a correlation ID label resulting from a SendToVRU
node. In those cases the call is transferred to Unified CVP, and the routing script continues
executing once Unified CVP successfully receives the call. The script then invokes
micro-application requests as part of its queuing or self service treatment. If the call will then
be transferred to an agent or skill group, that label must go to Unified CVP rather than to the
original routing client. If the call will later be blind-transferred to another agent or skill group,
or back into Unified CVP for additional queuing or self service, that label too must go to Unified
CVP rather than to the original routing client.
When the call is delivered to Unified CVP, in order for micro-applications to be supported, it
must establish both the Switch and the VRU leg. In short, it must enter a normal Unified CVP
Comprehensive call flow model. The only difference between the pre-routed case and a normal
Unified CVP Comprehensive call flow model case is in how the call first arrives at Unified
CVP. In the pre-routed case, it arrives using either a translation route or correlation-id transfer,
whereas in the more typical case it arrives as a new call from the PSTN. In either case, a
subsequent transfer to Unified CVP's VRU leg is required.
must establish both the Switch and the VRU leg. In short, it must enter a normal Unified CVP
Comprehensive call flow model. The only difference between the pre-routed case and a normal
Unified CVP Comprehensive call flow model case is in how the call first arrives at Unified
CVP. In the pre-routed case, it arrives using either a translation route or correlation-id transfer,
whereas in the more typical case it arrives as a new call from the PSTN. In either case, a
subsequent transfer to Unified CVP's VRU leg is required.
The following sections describe the important configuration points for each of the above call
flows.
flows.
Calls Which Arrive at Unified ICME Through a Pre-Route-Only NIC
The following Unified ICME NICs fall into this category: ATT, GKTMP, MCI, Sprint, Stentor.
The GKTMP NIC is a special case of this category and will be discussed in the next section.
This call flow applies to both Unified ICME and Unified ICMH implementations. In the latter
case, both Unified CVP and the NIC would be deployed at the NAM.
The GKTMP NIC is a special case of this category and will be discussed in the next section.
This call flow applies to both Unified ICME and Unified ICMH implementations. In the latter
case, both Unified CVP and the NIC would be deployed at the NAM.
Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
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Chapter 2: Configuration Overview
Unified CVP Comprehensive Call Flows for Pre-Routed Calls