Cisco Cisco IPCC Web Option Leaflet

This section describes the call flows for various types of calls processed by Unified Expert Advisor.

 shows the sequence of events that take place as a typical inbound PSTN call is processed.

A typical inbound call arrives from the PSTN via an ingress gateway to Unified CVP. Unified CVP then 
announces it to Unified ICM through the VRU PIM, and Unified ICM starts a routing script. The routing 
script can instruct Unified CVP to perform self service, prompt-and-collect, or menu actions, and then 
it uses a Queue to Skill Group node to queue the call to one or more expert advisor skill groups. While 
no expert advisors are available in those skill groups, it queues the call via Unified CVP using the VXML 
gateway.

When at least one expert advisor in one of the relevant skill groups becomes available, Unified ICM asks 
Unified CVP to deliver the call to the Unified Expert Advisor Runtime Server via translation routing. 
Unified CVP sends a SIP Invite to the Runtime Server (optionally via the Cisco Unified Presence SIP 
Proxy Server) and simultaneously begins playing ring tone to the caller. This marks the end of Unified 
ICM queuing support and the beginning of Unified Expert Advisor control.

V

Expert Advisor
runtime node

Presence

client

Presence

client

Cisco

Unified

Presence

Server

Event sequence

Resulting media path 

Resulting SIP signaling path 

PSTN

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