Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide

Unified SCCE Call Flow with Unified CVP

The figure below shows the flow of a basic Unified SCCE call when using Unified Customer
Voice Portal (Unified CVP) software. In this deployment, we have a Stand-Alone Unified SCCE
site without the Parent ICM. Unified CVP uses Cisco Unified Presence to load balance within
the Call Server farm.

The call originates from the Public Switched Telephone Network (PSTN) and goes to the Unified
CVP software, which uses either the Session Initiation Protocol (SIP) or the H.323 protocol,
depending on the call.

Note: Unified CVP provides call routing services for SIP (RFC 3261) and H.323 protocols.

Figure 4: Basic Unified SCCE Call Flow Using Unified CVP

The call flow shown above is as follows:

1. The call is delivered from the PSTN to the voice gateway.

2. The Voice Gateway sends an H.323 standard protocol request to Unified CVP for the

incoming call.

3. Unified CVP sends a VRU request to Unified SCCE, requesting instructions.

4. Unified SCCE runs routing scripts and instructs Unified CVP for prompting and

announcements.

5. The Agent becomes ready (completed previous call or just went ready).

Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)