Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
5-5
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 5 Cisco Unified Outbound Option
Functional Description
Figure 5-1
Call Flow for Agent-Based Campaigns
Call Flow Description - Transfer to IVR Campaign
In a IVR-based campaign, the live call is transferred to an IVR system according to the following process
(
(
):
1.
The Dialer initiates a call to the customer.
2.
The RTP stream is analyzed and voice is detected.
3.
The Dialer requests an in-line transfer to a pre-configured route point.
4.
The Unified CM PG requests translation route for the router.
5.
The router responds.
6.
The response is translated and sent to Unified CM.
7.
Unified CM transfers the call to the IVR.
Customer call placed
Unified CCE
Gateway
1
Request
an agent
an agent
Route request
2
Route response
Agent
reserved
reserved
Physical call
to agent line 1
to agent line 1
Transfer to agents
2
2
nd
call appearance
RTP
3
4
5
6
7
8
M
153327
MR
PG
RTR
DLR