Cisco Cisco Unified Customer Voice Portal 10.0(1)

Figure 5: SIP-Based Comprehensive Call Flow

1. Call goes from PSTN to Ingress Gateway.

2. New call invitation goes from Ingress Gateway to SIP Proxy Server.

3. Invitation is forwarded from SIP Proxy Server to SIP Service.

4. SIP Service, wishing to consult Unified ICME, passes new call message to ICM Service.

5. New call message is passed from ICM Service to Unified ICME.

6. Unified ICME runs a routing script, which requires call to be transferred to VRU, and

passes a Connect to VRU request to ICM Service.

7. Connect to VRU request passes from ICM Service to SIP Service.

8. Invitation to Connect to VRU goes from SIP Service to SIP Proxy Server.

9. Invitation (including information about Ingress Gateway) goes from SIP Proxy Server to

VXML Gateway, which then connects audio path back to Ingress Gateway.

10. Ingress Gateway establishes audio connection with VXML Gateway.

11. New call message is passed from VXML Gateway to IVR Service.

12. New call message is passed from IVR Service to ICM Service.

13. ICM Service sends Requests Instruction to Unified ICME.

14. Unified ICME sends Run Script request to ICM Service.

15. ICM Service sends Run Script request to IVR Service.

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