Cisco Cisco Customer Voice Portal 8.0(1)

The Queue and Transfer IVR functional model is for customers who have no need of ASR/TTS, but want 
the ISN Version 1.0 functionality plus the non-ASR/TTS Version 2.0 features — enhancements to 
grammar, currency, IP phone origination, 3640/3660/5350/5400 support) — who need to use the ISN to 
control queued calls or to perform subsequent agent transfer, or who need to outpulse digits for Transfer 
Connect. 

 shows the general architecture of the Queue and Transfer IVR ISN. 

The call flow in 

 is as follows:

The call comes into the PSTN network to the a Gateway. (The call may have been pre-routed by 
NAM/ICM to the Gateway.)

The Gateway notifies the ISN Voice Browser of the call.

The ISN Voice Browser informs the ISN Application Server that a call has arrived. 

The Application Server requests instructions of the NAM/ICM.

The NAM/ICM consults the customer database/application as needed and determines which scripts 
to run and what information to communicate. The NAM/ICM passes this information to the 
Application Server. 

The Application Server creates a VXML page, which tells the Voice Browser what to do. The Voice 
Browser retrieves any media files or announcements from the Media Server.

The Voice Browser collects DTMF digits and plays prompts or announcements over the packetized 
voice stream back through the originating Gateway to the caller.

If the NAM/ICM instructed that the call should be transferred, the ISN requests the Gateway to 
transfer the call to the endpoint (either a traditional ACD or IPCC).