Cisco Cisco Agent Desktop 8.5 Guida All'Installazione

Cisco Desktop typically operates in this pattern:

1. The customer dials the contact center. 

2. Based on the dialed number, the public switched telephone network 

directs the call to the voice gateway for the IP Contact Center (IPCC).

3. The gateway notifies the Call Manager that the call has arrived, passing the 

call information, and asks the Call Manager to determine a destination for 
the call.

4. The Call Manager issues a route request to the Intelligent Contact 

Manager (ICM) call router via the peripheral gateway.

5. The call router executes a routing script and, as a result, instructs the Call 

Manager to direct the call to the IP Interactive Voice Response (IP IVR).

6. The Call Manager negotiates a connection for the call between the 

gateway and the IP IVR.

7. The IP IVR plays a greeting and an automated attendant for the caller, and 

perhaps collects an account number or other data needed for routing.

8. The IP IVR sends the collected information to the call router.

9. The call router determines the skill group that should handle the call. If it 

finds that no agents are available, it queues the call. It sends instructions to 
the IP IVR to play a voice script for service in queue.

10. The IP IVR plays the voice script for service in queue to the caller.

11. When an agent becomes available for the call, the call router notifies the IP 

IVR to stop playing the service in queue voice script and to transfer the 
caller to the agent. 

12. The IP IVR requests the Call Manager to negotiate the transfer to the 

agent’s telephone.