Cisco Cisco Unified Customer Voice Portal 10.0(1)
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Cisco Internet Service Node (ISN) Product Description
OL-1250-03
Chapter 1 Introduction
Sample ISN Call Flows
ISN Call Queuing
depicts an ISN call queuing scenario.
Note
The call flow in
presumes the call is already on ISN and receiving IVR treatment.
Figure 1-17 ISN Call Queuing
The call queuing flow in
is as follows:
1.
The ICM determines the requested agent is not available; the ISN continues IVR treatment.
2.
An agent becomes available.
3.
The NAM/ICM instructs the Application Server that an agent is available and to transfer the call.
4.
The Application Server generates a VXML page with instructions and sends it to the Voice Browser.
5.
The Voice Browser interrupts IVR treatment and conducts a lookup in its Gatekeeper to determine
the IP address of where to send the call.
the IP address of where to send the call.
6.
The Voice Browser tells the originating Gateway (GW_1) on the left to tear down the existing RTP
stream.
stream.
7.
The Voice Browser commands the originating Gateway (GW_1) to redirect the RTP stream to a new
destination, the second Gateway (GW_2).
destination, the second Gateway (GW_2).
Note
The new destination could also be another IP termination point or a third Gateway that would
ultimately route the call back to the TDM.
ultimately route the call back to the TDM.