Cisco Cisco Unified Customer Voice Portal 10.5(1)
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Cisco Internet Service Node (ISN) Product Description
OL-1250-03
Chapter 1 Introduction
Sample ISN Call Flows
Sample ISN Call Flows
ISN call flow scenarios can differ between deployment models. The sections that follow provide details
regarding these differences.
regarding these differences.
ISN Queue and Transfer
This section outlines the following ISN call flow scenarios for the ISN Queue and Transfer deployment
model.
model.
•
Call Arrival, prompt and collect
•
IP Transfer
•
Call Queuing
•
IP Takeback and Transfer
•
Local Transfer (to IPCC)
•
Outpulse Transfer
Table 1-2
Transfer Types
Type of Transfer
Description
Notes
TDM Network Transfer
(traditional take back and
transfer)
(traditional take back and
transfer)
Executes a PSTN transfer. The NAM/ICM sends a
“transfer” command through the network NIC instead
of issuing a label to the ISN.
“transfer” command through the network NIC instead
of issuing a label to the ISN.
This method does not directly involve the ISN since the
transfer messages are sent through the NIC to the
PSTN.)
transfer messages are sent through the NIC to the
PSTN.)
Valid for ISN deployed as an Intelligent
Peripheral IVR.
Peripheral IVR.
The call must have been pre-routed by
the NAM/ICM, so it can store the
network call ID and use it to send the
transfer command to the NIC.
the NAM/ICM, so it can store the
network call ID and use it to send the
transfer command to the NIC.
IP Transfer (call delivery
within the VoIP network)
within the VoIP network)
Executes a transfer within the VoIP network, with the
option of first providing IVR treatment to the caller.
The ISN uses VoIP to switch the incoming call to an
IP-based destination, where the destination may be the
actual agent (on an IP Phone) or a Gateway that passes
the call to the agent on a traditional telephone (usually
behind an ACD/PBX).
option of first providing IVR treatment to the caller.
The ISN uses VoIP to switch the incoming call to an
IP-based destination, where the destination may be the
actual agent (on an IP Phone) or a Gateway that passes
the call to the agent on a traditional telephone (usually
behind an ACD/PBX).
A Gatekeeper is required for this type of transfer to
resolve the NAM/ICM routing label into an IP address
for the ISN to communicate with to route the call.
resolve the NAM/ICM routing label into an IP address
for the ISN to communicate with to route the call.
Valid for ISN deployed as a Service
Node IVR.
Node IVR.
The call must be translation routed to a
peripheral target (agent on TDM ACD)
or be sent to a device target (IPCC
agent) in order for the agent to request a
subsequent transfer.
peripheral target (agent on TDM ACD)
or be sent to a device target (IPCC
agent) in order for the agent to request a
subsequent transfer.
Outpulse Transfer
Executes a PSTN transfer from within the VoIP
network. The ISN sends DTMF signals to a carrier
network through the ingress Gateway, then the carrier
network disconnects the call from the Gateway—and
the ISN—and delivers it to the agent.
network. The ISN sends DTMF signals to a carrier
network through the ingress Gateway, then the carrier
network disconnects the call from the Gateway—and
the ISN—and delivers it to the agent.
Valid for ISN deployed as a Service
Node IVR.
Node IVR.
IPCC Local Transfer
Executes a transfer within the VoIP network using the
Cisco Call Manager.
Cisco Call Manager.
Valid for ISN deployed as a Service
Node IVR.
Node IVR.
The CCM is responsible for performing
the transfer.
the transfer.