Cisco Cisco Computer Telephony Integration Option 9.0
Chapter 2 Cisco CTI Server Software
The CTI Server, CTI Clients, and ICM Software
2-6
CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
3.
The network forwards a route request to ICM software (including any
available call data).
available call data).
4.
ICM software, 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.
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.
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.
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.
6.
The call arrives at the chosen ACD and is monitored by the Cisco Peripheral
Gateway (PG).
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.
performs a Route Request to collect the call’s ultimate target.
8.
The ultimate target and other call data determined by ICM software in step 5
is returned by the PG in a Route Response.
is returned by the PG 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.
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.
10.
The IVR or agent may either handle the call directly or transfer the call to
another agent.
another agent.
11.
Upon completion of the call segments, Termination Call Detail records are
created and sent to the Central Controller database.
created and sent to the 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.
incoming call was pre-routed.
1.
A routing client, such as an agent, ACD, IVR, or Web server, sends a Route
Request to ICM software 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.
Request to ICM software 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.