Cisco Cisco IPCC Web Option Leaflet
1-7
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Cisco Unified Intelligent Contact Management (Unified ICM) Software
11.
Call is answered by agent.
shows the flow of a basic Unified CCE call using Unified CVP.
Figure 1-3
Basic Unified CCE Call Flow Using Unified CVP
The call flow in
is as follows:
1.
Call is delivered from PSTN to ingress voice gateway.
2.
Voice gateway sends SIP or H. 225 request to Unified CVP for the incoming call.
3.
Unified CVP sends route request to Unified ICM, requesting instructions.
4.
Unified ICM runs routing scripts and instructs Unified CVP for prompting and announcements.
5.
Agent becomes ready (completed previous call or just went ready).
6.
Unified ICM instructs Unified CVP to send the call to the available agent on Unified CM.
7.
Unified ICM sends call data to selected agent screen.
8.
Unified CVP transfers the VoIP voice path to the selected agent phone on Unified CM.
9.
Call is answered by the agent.
Unified ICM Software Modules
The Cisco Unified ICM software is a collection of modules that can run on multiple servers. The amount
of software that can run on one server is primarily based upon busy hour call attempts (BHCA) and the
size of the server being used (single, dual, or quad CPU). Other factors that impact the hardware sizing
of software that can run on one server is primarily based upon busy hour call attempts (BHCA) and the
size of the server being used (single, dual, or quad CPU). Other factors that impact the hardware sizing
ICM
IP phones and agent desktops
143301
IP voice
TDM voice
Call control and
CTI data
TDM voice
Call control and
CTI data
IP
1
CVP
4
6
2
5
7
8
3
1
8
9
IP
IP
Unified CM
cluster
Caller
PSTN
Ingress
Gateway
V
M
M