Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide
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CTI Server Message Reference Guide (Protocol Version 14) for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 1 CTI Server Overview
Unified ICM Call Processing
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 ICM 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 ICM 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 ICM, 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.
Step 5
The agent may either handle the call directly or transfer the call to another agent.
Step 6
Upon completion of the call, a Termination Call Detail record is created and sent to the Central
Controller database.
Controller database.
Transfer Call
Step 1
In the case of a “local” transfer, the agent handling a call directs the ACD to transfer the call to another
destination on the same ACD.
destination on the same ACD.
Step 2
The peripheral gateway (PG) is informed of the various events associated with the call’s transfer.
Step 3
Call transfers are handled differently by different types of ACDs, but in general a new logical call is
created for the resulting call, and a Termination Call Detail record is created for the original call.
created for the resulting call, and a Termination Call Detail record is created for the original call.
Step 4
The new call is connected to an agent and is subsequently handled or transferred (again) like any other
call.
call.
In the case of a “remote” transfer, the call leaves the realm of the monitoring PG and the original call is
terminated in the usual way. If the “remote” transfer is to another ACD that is monitored by Unified ICM,
the new call is monitored on that ACD’s PG when the call arrives. This new call has none of the call
context of the original call.
terminated in the usual way. If the “remote” transfer is to another ACD that is monitored by Unified ICM,
the new call is monitored on that ACD’s PG when the call arrives. This new call has none of the call
context of the original call.