Cisco Cisco Computer Telephony Integration Option 9.0 Technical References
3
CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Unified CCE Call Processing
Step 5
A route response is returned to the network.
Step 6
The call arrives at the chosen ACD and is monitored by the Peripheral Gateway (PG).
Step 7
The call may pass through several states (queued, alerting, etc.) before finally being connected to an
agent.
agent.
Step 8
The agent may either handle the call directly or transfer the call to another agent.
Step 9
Upon completion of the call, a Termination Call Detail record is created and sent to the Central
Controller (CC) database.
Controller (CC) database.
Translation Route Call
Step 1
A customer dials an Enterprise “800” number.
Step 2
The caller responds to in-network prompting (if any).
Step 3
The network forwards a route request to Unified CCE (including any caller entered digits collected by
the network).
the network).
Step 4
Unified CCE, through the use of a routing script, chooses two destinations for the call: an intermediate
target and an ultimate target. 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.
target and an ultimate target. 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.
Step 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. Caller
entered digits collected in the network and any other call data set by the routing script is also sent to the
PG in the message.
the ultimate target data is sent to the PG monitoring the ACD where the call is expected to arrive. Caller
entered digits collected in the network and any other call data set by the routing script is also sent to the
PG in the message.
Step 6
The call arrives at the chosen ACD and is monitored by the Peripheral Gateway (PG).
Step 7
The ACD, recognizing the “special” nature of the call, performs a Route Request to collect the call’s
ultimate target.
ultimate target.
Step 8
The ultimate target and other “call context” data determined by Unified CCE in step 5 is returned by the
PG in a Route Response
PG in a Route Response
Step 9
The ACD routes the call to the ultimate target. As in the “normal” call case, the PG is informed of the
call’s state changes as they occur. Eventually the call is connected to an agent.
call’s state changes as they occur. Eventually the call is connected to an agent.
Step 10
The agent may either handle the call directly or transfer the call to another agent.
Step 11
Upon completion of the call, a Termination Call Detail record is created and sent to the CC database.
Post Route Call
Step 1
An ACD sends a Route Request to Unified CCE in order to determine the destination for a call it wishes
to redirect. The Route Request may supply call data such as caller entered digits and any other call
context data that peripheral type supports.
to redirect. The Route Request may supply call data such as caller entered digits and any other call
context data that peripheral type supports.
Step 2
Unified CCE, through the use of a routing script, chooses a destination to handle the call. The routing
script almost certainly makes use of any caller entered digits.
script almost certainly makes use of any caller entered digits.
Step 3
A route response is returned to the ACD, along with call context data (that may have been updated by
the routing script).
the routing script).
Step 4
The ACD routes the call to the ultimate target. As in the “normal” call case, the PG is informed of the
call’s state changes as they occur. Eventually the call is connected to an agent.
call’s state changes as they occur. Eventually the call is connected to an agent.