Cisco Cisco IPCC Web Option Fascicule
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
Traditional IVR Integration
Figure 2-26
Traditional IVR Integration Using PBX Transfer
In this design, calls come first to the PBX from the PSTN carrier network on a standard T1 trunk
interface. The PBX typically uses a hunt group to transfer the call to the IVR, putting all of the IVR ports
into the hunt group as agents in auto available mode. The PBX looks like the PSTN to the Unified ICM
because it does not have a PG connected to the PBX. The Unified ICM cannot track the call from the
original delivery to the IVR, and it will have reporting only from the time the call arrived at the IVR and
the IVR informed the Unified ICM of the call.
interface. The PBX typically uses a hunt group to transfer the call to the IVR, putting all of the IVR ports
into the hunt group as agents in auto available mode. The PBX looks like the PSTN to the Unified ICM
because it does not have a PG connected to the PBX. The Unified ICM cannot track the call from the
original delivery to the IVR, and it will have reporting only from the time the call arrived at the IVR and
the IVR informed the Unified ICM of the call.
When the caller opts out of the IVR application, the IVR sends a Post-Route to the Unified ICM using
the Call Routing Interface (CRI). Because this application does not require calls to queue in the IVR, the
CRI would be the preferred interface option. The Unified ICM will look at the agent states across the
system and select the agent to send the call to (via agent phone number or device target) or
translation-route the call to the Unified IP IVR for queuing.
the Call Routing Interface (CRI). Because this application does not require calls to queue in the IVR, the
CRI would be the preferred interface option. The Unified ICM will look at the agent states across the
system and select the agent to send the call to (via agent phone number or device target) or
translation-route the call to the Unified IP IVR for queuing.
When the call is sent to an agent or into queue, it is hairpinned in the PBX, coming in from the PSTN
on a T1 trunk port and then going out to a voice gateway on a second T1 trunk port in the PBX. This
connection is used for the life of the call.
on a T1 trunk port and then going out to a voice gateway on a second T1 trunk port in the PBX. This
connection is used for the life of the call.
Alternatively, if you want to track the call from its entry at the PBX or if you need to capture the caller
ANI or original dialed number, you can install a PG on the PBX. The PBX can request (via a Post-Route
to the Unified ICM) which IVR port to send the call to behind the PBX. The PBX cannot use a hunt
group to deliver the call from the PBX to the IVR. The Unified ICM requires direct DNIS termination
to ensure that the translation route maintains the call data collected in the PBX and makes it available to
the IVR.
ANI or original dialed number, you can install a PG on the PBX. The PBX can request (via a Post-Route
to the Unified ICM) which IVR port to send the call to behind the PBX. The PBX cannot use a hunt
group to deliver the call from the PBX to the IVR. The Unified ICM requires direct DNIS termination
to ensure that the translation route maintains the call data collected in the PBX and makes it available to
the IVR.
PG/CTI
server
ICM Central
Controller
Unified CM
IVR
PG
76613
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
PBX