Краткое Руководство По Установке для Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1)
4-8
Getting Started with Cisco Unified IP IVR, Release 6.0(1)
Chapter 4 Basic Call and Contact Flow Concepts
Understanding How Calls Go Through the Unified CCE System
a.
The CRS system looks for a CTI port in the CM Telephony Call Control Group assigned to the
trigger (the phone number).
trigger (the phone number).
b.
The CRS system determines which CTI Port to take the call on and sends a redirect request to
Unified CM through the CM Telephony protocol.
Unified CM through the CM Telephony protocol.
If there is not a free port, the caller hears a "fast busy" until there is a free port to take the call.
c.
Unified CM sends the caller to the specified CTI Port.
d.
The caller is presented to the CRS system on the CTI Port.
e.
The default CRS script linked to the application is run.
4.
The CRS script then determines what to do next:
a.
In most post-routing cases, the script will welcome the caller and collect some information from
the caller to be sent over to the Unified ICME system.
the caller to be sent over to the Unified ICME system.
b.
The script maps this data using the Set Unified ICME data Step.
c.
The script ends with the End step.
5.
Since this is a post-routing application, once the End step is reached, the Cisco CRS system requests
instruction from the Unified ICME system.
instruction from the Unified ICME system.
This instruction is a route request with the VRU peripheral as the routing client and the CRS Route
Point as the DN.
Point as the DN.
6.
The Unified ICME system will have an ICM script configured to run for this routing client DN. After
it is notified of the call, the Unified ICME system runs the ICM script.
it is notified of the call, the Unified ICME system runs the ICM script.
7.
The ICM script will determine how to handle the call and will instruct the CRS system accordingly.
ICM scripts are composed of many different call-handling steps, including the following four
commands it can send to the Cisco CRS system—Connect, Release, Run VRU Script, and Cancel.
commands it can send to the Cisco CRS system—Connect, Release, Run VRU Script, and Cancel.
8.
The Cisco CRS system responds to the commands from the Unified ICME system until the Unified
ICME system signals that the call is complete.
ICME system signals that the call is complete.
For example, the ICM script could send a Run VRU Script request to the Unified IP IVR system,
instructing the Unified IP IVR system to run a script that plays music and thanks the caller for their
patience. When an agent becomes available, the Unified ICME system sends a Cancel request and
the Unified IP IVR system stops running the current script.
instructing the Unified IP IVR system to run a script that plays music and thanks the caller for their
patience. When an agent becomes available, the Unified ICME system sends a Cancel request and
the Unified IP IVR system stops running the current script.
The Unified ICME system then sends a Connect command with a Normal label that indicates the
extension of the free agent. The Cisco CRS system then checks the VRU Script Name variable to
determine if it needs to run a PreConnect script. The Cisco CRS system routes the call to the agent
indicated in the Normal label.
extension of the free agent. The Cisco CRS system then checks the VRU Script Name variable to
determine if it needs to run a PreConnect script. The Cisco CRS system routes the call to the agent
indicated in the Normal label.
A Translated-Routed Call Flow
This scenario represents a call that is queued in the Unified IP IVR through Translation Routing until an
agent becomes available.
agent becomes available.
In a translation-route call flow:
1.
The caller dials the desired phone number (an application Trigger that is a Unified ICME Route
Point).
Point).
2.
The call is presented to the Unified ICME system.
3.
An ICM script is started. Based on the ICM script logic, the caller is queued for a group of agents.
If none are available, the caller is queued in the Unified IP IVR as follows:
If none are available, the caller is queued in the Unified IP IVR as follows: