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Cisco Cisco Unified Contact Center Management Portal 11.5(1) Leaflet

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Cisco Unified Contact Center Enterprise 8.0 SRND
Chapter 7      Cisco Unified Expert Advisor Option
  Deployment Models 
Inbound Call from PSTN 
The following figure shows the sequence of events that take place as a typical inbound PSTN call is 
processed. 
Figure 7-5
Inbound Call Flow 
1.
Caller calls in via the PSTN.
2.
PSTN delivers the call to a Cisco Voice Gateway.
3.
Gateway announces the call to Unified CVP.
4.
Unified CVP announces the call to Unified CCE. Unified CCE runs a routing script and decides to 
queue the call to a Unified Expert Advisor skill group.
5.
Unified CCE sends a translation route label to Unified CVP.
6.
Unified CVP delivers the call using the translation route label as DNIS to Unified Expert Advisor.
7.
Unified Expert Advisor recognizes this DNIS as a translation route DNIS, and queries Unified CCE 
for the call context.
8.
Unified CCE responds to Unified Expert Advisor with call variables, ECC variables, Assignment 
Queue label.
9.
Unified Expert Advisor sends IM-based offers to occasional agent(s) in the Assignment Queue.
10.
CUPS forwards those IM requests to both agents.
11.
First agent responds affirmatively.
12.
CUPS forwards affirmative response to Unified Expert Advisor.
Unified 
CCE
ENTERPRISE 
Unified 
CVP 
V 
IP 
IP 
1 
2 
3 
4 
5 
6 
13 
9 
14 
15 
12 
10 
11 
10 
7 
8 
Cisco 
Unified 
Presence 
Server 
PSTN 
253352
Unified
Expert Advisor
runtime node
Cisco Unified
Presence
client
Resulting media path
Resulting SIP signaling path
Event sequence 
Cisco Unified
Presence
caller