Cisco Cisco Customer Voice Portal 8.0(1)

15. IVR Service creates VoiceXML pages based on Run Script instructions received from

Unified ICME and sends the VXML pages to VXML Gateway where the appropriate
micro-application/script is executed.

16. Agent becomes available; Unified ICME dequeues the call and asks to be disconnected

from VXML Gateway; Unified ICME passes connect to agent request to PSTN.

17. PSTN establishes audio connection with ACD.

18. ACD informs Unified ICME that call was received by agent.

Comprehensive Scenario

This scenario combines the Call Director and the VRU-Only scenarios. It provides initial prompt
and collect, self service IVR, queuing, and VoIP switching among all manner of Unified CCE
and TDM agents.

X

SIP Service (part of Call Server)

X

IVR Service (part of Call Server)

X

ICM Service (part of Call Server)

X

H.323 Service (part of Call
Server)

X

VoiceXML Server

X

VoiceXML Studio

X

Ingress Gateway

X

VXML Gateway

X

SIP Proxy Server

X

Gatekeeper

X

Operations Console

X

Reporting Server

X

ASR/TTS

X

Media Server

X

DNS Server

X

Content Services Switch

X

Unified ICME

A sample SIP-based Comprehensive call flow progresses as follows:

Planning Guide for Cisco Unified Customer Voice Portal 4.0(1)