Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide

Figure 3: Basic Unified SCCE Call Flow Using Unified IP IVR

The call flow shown above is as follows:

1. Call is delivered from the public switched telephone network (PSTN) to voice gateway.

2. A Media Gateway Control Protocol (MGCP) or H.323 Standard Protocol Route Request

is sent to Cisco Unified CM.

3. A Java Telephony API (JTAPI) Route Request is sent to Unified SCCE.

4. Unified SCCE runs routing script. No available agent is found, so the Unified SCCE

request is returned from routing script.

5. Unified SCCE instructs Unified CM to transfer the call to Unified IP IVR, and Unified

CM does as instructed.

6. Unified IP IVR notifies Unified SCCE that the call has arrived.

7. Unified SCCE instructs Unified IP IVR to play queue announcements.

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

9. Unified SCCE sends call data to selected agent screen and instructs the Unified IP IVR

to transfer the call to the agent phone.

10. Unified IP IVR transfers the Voice over Internet Protocol (VoIP) voice path to selected

agent phone.

11. Call is answered by agent.

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