Cisco Cisco IPCC Web Option Fascicule
2-58
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
Traditional IVR Integration
Unified CCE agent, then a second IVR port, trunk, and voice gateway port would be used for the duration
of the call. Care should be taken to ensure that transfer scenarios do not allow multiple loops to be
created because voice quality could suffer.
of the call. Care should be taken to ensure that transfer scenarios do not allow multiple loops to be
created because voice quality could suffer.
Figure 2-29
Traditional IVR Integration Using Unified CM Transfer and IVR Double Trunking
In this model, the TDM IVR is front-ended by either the Unified CVP using the voice gateway or the
Unified IP IVR and Unified CM with Unified CCE to determine the location to provide call treatment.
Unified IP IVR and Unified CM with Unified CCE to determine the location to provide call treatment.
With Unified CVP, calls coming into the voice gateway would immediately start a routing dialog with
the Unified ICM using the Service Control Interface (SCI). Based upon the initial dialed number or
prompting in the Unified CVP, the Unified ICM would decide if the call needs to be sent to the TDM
IVR for a specific self-service application or if the Unified CVP has the application available for the
caller. If the call was sent to the TDM IVR, the TDM IVR sends a route request to the Unified ICM when
the caller opts out. The reply is not sent back to the TDM IVR but back to the Unified CVP as the original
routing client. Unified CVP would then take the call leg away from the TDM IVR and transfer it to the
Unified CCE agent over the VoIP network or hold it in queue locally in the voice gateway.
the Unified ICM using the Service Control Interface (SCI). Based upon the initial dialed number or
prompting in the Unified CVP, the Unified ICM would decide if the call needs to be sent to the TDM
IVR for a specific self-service application or if the Unified CVP has the application available for the
caller. If the call was sent to the TDM IVR, the TDM IVR sends a route request to the Unified ICM when
the caller opts out. The reply is not sent back to the TDM IVR but back to the Unified CVP as the original
routing client. Unified CVP would then take the call leg away from the TDM IVR and transfer it to the
Unified CCE agent over the VoIP network or hold it in queue locally in the voice gateway.
With Unified CM, calls coming into the voice gateway would hit a CTI route point for Unified CM to
send a route request to Unified ICM to determine the appropriate call treatment device for the caller. If
the CTI route point indicated an application that still is on the TDM IVR, Unified ICM would instruct
Unified CM to transfer the call to the TDM IVR by hairpinning the call using a second T1 port on the
voice gateway to connect to the TDM IVR. The Unified ICM could also instruct Unified CM to
translation-route the call to the Unified IP IVR for call processing or prompting, then make a subsequent
transfer to the TDM IVR for further processing. When the caller opts out of the TDM IVR, it sends a
post-route request to the Unified ICM, and the Unified ICM returns a label to the TDM IVR. This label
instructs the TDM IVR to transfer the call using a second T1 port on the IVR and to pass the call back
to the voice gateway and over to the Unified CCE agent under Unified CM's dial plan.
send a route request to Unified ICM to determine the appropriate call treatment device for the caller. If
the CTI route point indicated an application that still is on the TDM IVR, Unified ICM would instruct
Unified CM to transfer the call to the TDM IVR by hairpinning the call using a second T1 port on the
voice gateway to connect to the TDM IVR. The Unified ICM could also instruct Unified CM to
translation-route the call to the Unified IP IVR for call processing or prompting, then make a subsequent
transfer to the TDM IVR for further processing. When the caller opts out of the TDM IVR, it sends a
post-route request to the Unified ICM, and the Unified ICM returns a label to the TDM IVR. This label
instructs the TDM IVR to transfer the call using a second T1 port on the IVR and to pass the call back
to the voice gateway and over to the Unified CCE agent under Unified CM's dial plan.
PG/CTI
server
ICM Central
Controller
Unified CM
IVR
PG
76616
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