Cisco Cisco Unified Customer Voice Portal 11.0(1)

The Request ICM Label facility gives rise to a number of possibilities:

•

A Self Service application can ask Unified ICME to select an available Unified CCE or ACD
agent to which the call should be transferred. Full call context is preserved during the transfer,
but queuing would not be possible.

•

A Self Service application can transfer its call to a separate full-blown Unified CVP system
for agent selection and queuing. Full call context is preserved throughout.

•

A Self Service application can ask Unified ICME to perform some calculation or ICM
Application Gateway transaction that it already knows how to perform, and return the result
to the application.

•

A Self Service application can report intermediate or final call data to Unified ICME to be
stored in its database.

X

SIP Service (part of Call Server)

X

IVR Service (part of Call Server)

X

ICM Service (part of Call Server)

X

H.323 Service (part of Call
Server)

X

VXML Server

X

Call Studio

X

Ingress Gateway

X

VXML Gateway

X

SIP Proxy Server

X

Gatekeeper

X

Operations Console

X

Reporting Server

X

ASR/TTS

X

Media Server

X

DNS Server

X

Content Services Switch

X

Unified ICME

A sample VXML Server (Standalone) call flow progresses as follows:

Planning Guide for Cisco Unified Customer Voice Portal Cisco Unified Customer Voice Portal 4.1(1)