Cisco Cisco IPCC Web Option Leaflet
2-57
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
Traditional IVR Integration
this is beneficial is that, in order to queue the call on the Unified IP IVR, a second traditional IVR port
would be used to transfer the call to the Unified IP IVR. By performing the initial queuing on the
traditional IVR, only one traditional IVR port is used during the initial queuing of the call. However, any
subsequent queuing as a result of transfers or RONA treatment must be done on the Unified IP IVR to
avoid any double trunking. If the traditional IVR does not have an SCI interface, then the IVR will just
generate a post-route request to the Unified ICM to determine where the call should be transferred. All
queuing in that scenario would have to be done on the Unified IP IVR.
would be used to transfer the call to the Unified IP IVR. By performing the initial queuing on the
traditional IVR, only one traditional IVR port is used during the initial queuing of the call. However, any
subsequent queuing as a result of transfers or RONA treatment must be done on the Unified IP IVR to
avoid any double trunking. If the traditional IVR does not have an SCI interface, then the IVR will just
generate a post-route request to the Unified ICM to determine where the call should be transferred. All
queuing in that scenario would have to be done on the Unified IP IVR.
Figure 2-28
Traditional IVR Integration Using IVR Double Trunking
In this model, the TDM IVR is set up as a farm of IVR platforms that have direct PSTN connections for
inbound calls. The IVR has a PG connection to the Unified ICM, which tracks all calls in the system.
When a caller opts out of the IVR treatment, the IVR sends a post-route request to the Unified ICM,
which returns a label that will either direct the call to an agent or queue the call locally on the TDM IVR
using the Service Control Interface (SCI). The transfer to the agent is done by the TDM IVR selecting a
second port to hairpin the call to the voice gateway and to the Unified CCE agent. This takes up two
ports for the time the call is at the agent.
inbound calls. The IVR has a PG connection to the Unified ICM, which tracks all calls in the system.
When a caller opts out of the IVR treatment, the IVR sends a post-route request to the Unified ICM,
which returns a label that will either direct the call to an agent or queue the call locally on the TDM IVR
using the Service Control Interface (SCI). The transfer to the agent is done by the TDM IVR selecting a
second port to hairpin the call to the voice gateway and to the Unified CCE agent. This takes up two
ports for the time the call is at the agent.
Using Unified CM Transfer and IVR Double Trunking
Over time, it might become desirable to migrate the traditional IVR applications to the Unified CVP or
Unified IP IVR. However, if a small percentage of traditional IVR applications still exist for very
specific scenarios, then the IVR could be connected to a second voice gateway. (See
Unified IP IVR. However, if a small percentage of traditional IVR applications still exist for very
specific scenarios, then the IVR could be connected to a second voice gateway. (See
arriving at the voice gateway from the PSTN would be routed by Unified CM. Unified CM could route
specific DNs to the traditional IVR or let the Unified ICM or Unified CVP or Unified IP IVR determine
when to transfer calls to the traditional IVR. If calls in the traditional IVR need to be transferred to a
specific DNs to the traditional IVR or let the Unified ICM or Unified CVP or Unified IP IVR determine
when to transfer calls to the traditional IVR. If calls in the traditional IVR need to be transferred to a
PG/CTI
server
ICM Central
Controller
Unified CM
IVR
PG
76615
IP phones and IPCC agent desktops
IP voice
TDM voice
CTI/Call
TDM voice
CTI/Call
control data
IP IVR
V
IP
IP
IP
M
PSTN