Cisco Cisco Unified Contact Center Enterprise 9.0(2) Prospecto

 shows the flow of a basic Unified CCE call using Unified IP IVR. In this scenario, all of the 

agents are assumed to be not ready when the call arrives, so the call is routed by the ICM to the 
Unified IP IVR. While the call is connected to the Unified IP IVR, call queuing treatment (for example, 
announcements or music) is provided. When an agent becomes available, the ICM directs the 
Unified IP IVR to transfer the call to that agent's phone. At the same time the call is being transferred, 
the ICM sends the caller data, such as Automatic Number Identification (ANI), Directory Number (DN), 
and any CTI/call data variables, to the agent desktop software.

The call flow in 

 is as follows:

Call delivered from PSTN to voice gateway.

Voice gateway queries Unified CM for a destination.

JTAPI Route Request sent to ICM.

ICM runs routing script. No available agent found, so Unified IP IVR label returned from routing 
script.

ICM instructs Unified CM to transfer call to Unified IP IVR.

Unified IP IVR notifies ICM that call has arrived.

ICM instructs Unified IP IVR to play queue announcements.

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

ICM sends call data to selected agent screen and instructs the Unified IP IVR to transfer the call to 
the agent phone.

Unified IP IVR transfers the VoIP voice path to selected agent phone.

ICM

IP phones and agent desktops

143300

Public

network

IP voice
TDM voice
Call control and
CTI data

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2

IP IVRs

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4

7

7

9

7

5 10

10

Agent available

Screen pop

Call answered

8

9

5

5

10

6

8

9

11

Unified CM

cluster