Cisco Cisco IPCC Web Option Leaflet

There are numerous ways that traditional IVRs can be integrated into a Unified CCE deployment. 
Determination of which way is best will depend upon many factors that are discussed in the following 
sections. The primary consideration, though, is determining how to eliminate or reduce IVR double 
trunking when transferring the call from the IVR.

Many call centers have existing traditional IVR applications that they are not prepared to rewrite. In 
order to preserve these IVR applications, but yet integrate them into a Unified CCE environment, the 
IVR must have an interface to the Unified ICM. (See 

There are two versions of the IVR interface to the Unified ICM. One is simply a post-routing interface 
(Call Routing Interface, or CRI), which just allows the IVR to send a post-route request with call data 
to the Unified ICM. The Unified ICM returns a route response instructing the IVR to transfer the call 
elsewhere. In this scenario, the traditional IVR will invoke a PBX transfer to release its port and transfer 
the call into the Unified CCE environment. Any call data passed from the IVR will be passed by the 
Unified ICM to the agent desktop or Unified IP IVR.

The other IVR interface to the Unified ICM is the Service Control Interface (SCI). The SCI allows the 
IVR to receive queuing instructions from the Unified ICM. In the PBX model, the SCI is not required.

Even if the IVR has the SCI interface, Cisco still recommends that you deploy Unified CVP or 
Unified IP IVR for all call queuing because this prevents any additional utilization of the traditional IVR 
ports. In addition, use of the Unified IP IVR for queuing provides a way to requeue calls on subsequent 
transfers or RONA treatment.