Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
Traditional IVR Integration
Using PSTN Transfer
This model is very similar to the previous model, except that the IVR invokes a PSTN transfer (instead
of a PBX transfer) so that the traditional IVR port can be released. (See
of a PBX transfer) so that the traditional IVR port can be released. (See
Unified IP IVR would be used for all queuing so that any additional occupancy of the traditional IVR
ports is not required and also so that any double trunking in the IVR is avoided. Any call data collected
by the traditional IVR application will be passed by the Unified ICM to the agent desktop or
Unified IP IVR.
ports is not required and also so that any double trunking in the IVR is avoided. Any call data collected
by the traditional IVR application will be passed by the Unified ICM to the agent desktop or
Unified IP IVR.
Figure 2-27
Traditional IVR Integration Using PSTN Transfer
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 direct the call either to an agent or to the Unified IP IVR for queuing.
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 direct the call either to an agent or to the Unified IP IVR for queuing.
The label that is returned to the TDM IVR instructs it to send an in-band transfer command using transfer
tones (*8 with a destination label in the carrier network). The IVR has to outpulse these tones to the
service provider with tone generation or play the tones via a recorded file.
tones (*8 with a destination label in the carrier network). The IVR has to outpulse these tones to the
service provider with tone generation or play the tones via a recorded file.
Using IVR Double Trunking
If your traditional IVR application has a very high success rate, where most callers are completely
self-served in the traditional IVR and only a very small percentage of callers ever need to be transferred
to an agent, then it might be acceptable to double-trunk the calls in the traditional IVR for that small
percentage of calls. (See
self-served in the traditional IVR and only a very small percentage of callers ever need to be transferred
to an agent, then it might be acceptable to double-trunk the calls in the traditional IVR for that small
percentage of calls. (See
.) Unlike the previous model, if the traditional IVR has a Service
Control Interface (SCI), then the initial call queuing could be done on the traditional IVR. The reason
PG/CTI
server
ICM Central
Controller
Unified CM
IVR
PG
76614
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