Cisco Cisco Unified Customer Voice Portal 10.5(1)

Unified CVP Call Director (SIP/H.323) Call Flow Model, Unified ICME

The SIP Call Director call flow model sends calls to other third-party ACDs, SIP gateways, or
to a Unified CM server.

In this call flow model, Unified CVP only provides Unified ICME with VoIP call switching
capabilities. You provide your own Service Control VRU, if you are using Unified ICME to
queue calls or you might queue calls directly on your ACD. Calls might be transferred multiple
times, from Ingress, to customer-provided VRU, to either Unified CCE or customer-provided
ACD or agent, and back again. When calls are connected to customer-provided equipment
(either VoIP or TDM), their voice paths must go to an egress gateway, which is connected by
TDM to that equipment. If the signaling is SIP, then this call flow model works with
customer-provided SIP endpoints which have been tested and certified to interoperate with
Unified CVP.

Note: The Call Director call flow model is the most inclusive call flow because it potentially
incorporates all components of the Unified CVP solution.

In this call flow model, Unified CVP stays in the signaling path after the transfer.

Note: VRU scripts and transfer to a VRU leg are not available in this call flow model.

The Unified CVP Call Director call flow model requires the following components:

•

Call Server (using either SIP or H.323 call signaling)

•

Ingress Gateway

•

Operations Console

•

Unified ICME

Note: The Reporting Server is optional. If the Call Server is configured to use SIP signaling, a
SIP Proxy Server is optional.

The following figure shows the call flow for this call flow model using SIP without a Proxy
Server.

Note: In the following diagrams, solid lines indicate voice paths and dashed lines indicate
signaling paths.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)