Cisco Cisco Computer Telephony Integration Option 9.0
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CTI Product Description Guide for Cisco Contact Center Enterprise
CTI OS Release 8.5(1)
Chapter 2 Cisco CTI Server Software
The CTI Server, CTI Clients, and Unified ICM
9.
Upon completion of each call segment, Termination Call Detail records are created and sent to the
Central Controller database.
Central Controller database.
Translation Route Call
Note
The reason for using a translation route call is so that data can be translated (that is, transported) to the
ACD. In a pre-routed call, call data is used by Unified ICM in its decision making, but is not passed on
to the ACD—let alone any data generated by the routing script.
ACD. In a pre-routed call, call data is used by Unified ICM in its decision making, but is not passed on
to the ACD—let alone any data generated by the routing script.
1.
A customer dials an “800” number.
2.
The caller responds to in-network prompting (if any).
3.
The network forwards a route request to Unified ICM (including any available call data).
4.
Unified ICM, through the use of a routing script, chooses two destinations for the call: an
intermediate target (Dialed Number) and an ultimate target (Agent/Agent Skill). The intermediate
target is chosen from a special pool of targets reserved for just this purpose. No other calls are
expected to arrive at the intermediate target.
intermediate target (Dialed Number) and an ultimate target (Agent/Agent Skill). The intermediate
target is chosen from a special pool of targets reserved for just this purpose. No other calls are
expected to arrive at the intermediate target.
5.
A route response is returned to the network to send the call to the intermediate target. At the same
time, the ultimate target data is sent to the PG monitoring the ACD where the call is expected to
arrive. CED collected in the network and any other call data set by the routing script is also sent to
the PG in the message.
time, the ultimate target data is sent to the PG monitoring the ACD where the call is expected to
arrive. CED collected in the network and any other call data set by the routing script is also sent to
the PG in the message.
6.
The call arrives at the chosen ACD and is monitored by the Cisco Peripheral Gateway (PG).
7.
The ACD, recognizing the intermediate target (special nature of the call), performs a Route Request
to collect the call’s ultimate target.
to collect the call’s ultimate target.
8.
The ultimate target and other call data determined by Unified ICM in step 5 is returned by the PG
in a Route Response.
in a Route Response.
9.
The ACD routes the call to the ultimate target (Skill/Agent). As in the pre-routed call case, the PG
is informed of the call’s state changes as they occur. Eventually the call is connected to an IVR or
agent.
is informed of the call’s state changes as they occur. Eventually the call is connected to an IVR or
agent.
10.
The IVR or agent may either handle the call directly or transfer the call to another agent.
11.
Upon completion of the call segments, Termination Call Detail records are created and sent to the
Central Controller database.
Central Controller database.
Post-Routed Call
In this example, a redirected call is automatically routed in the same way that an incoming call was
pre-routed.
pre-routed.
1.
A routing client, such as an agent, ACD, IVR, or Web server, sends a Route Request to Unified ICM
in order to determine the destination for a call it wishes to redirect. The Route Request may supply
call data such as CED and any other call data that peripheral type supports.
in order to determine the destination for a call it wishes to redirect. The Route Request may supply
call data such as CED and any other call data that peripheral type supports.
2.
Unified ICM, through the use of a routing script, chooses a destination to handle the call. The
routing script almost certainly makes use of any CED.
routing script almost certainly makes use of any CED.
3.
A route response is returned to the ACD, along with call data (that may have been updated by the
routing script).
routing script).