Краткое Руководство По Установке для Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1)
4-9
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 caller is translation routed to the Unified IP IVR by the PG (the ICM Peripheral Gateway)
sending a redirect request to CTI through CM Telephony. The destination is a CRS Translation
Route Route Point (Trigger).
sending a redirect request to CTI through CM Telephony. The destination is a CRS Translation
Route Route Point (Trigger).
The Unified ICME system sends along with the call additional information associated with the
call, including a reserved DNIS value, a trunk group, a label for the PG, and instructions for
further processing.
call, including a reserved DNIS value, a trunk group, a label for the PG, and instructions for
further processing.
b.
The call is presented to the CRS system on the trigger.
c.
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).
d.
The CRS system determines which CTI Port to take the call on and sends a redirect request to
through CM Telephony.
through CM Telephony.
e.
The Unified CM sends the caller to the specified CTI Port.
f.
The caller is presented to the CRS system on the CTI Port.
g.
The CRS system accepts the call, starts a session with the ICM PG, and sends a
REQUEST_INSTRUCTION request.
REQUEST_INSTRUCTION request.
4.
The ICM script then determines what to do next. In most cases, it sends a RUN_VRU_SCRIPT
request to the CRS system.
request to the CRS system.
5.
The CRS system maps the requested VRU script name to a CRS Script based on the VRU Script
configuration in the CRS system.
configuration in the CRS system.
6.
The CRS script then determines how to handle the call. A call can either be redirected or answered
with the accept step.
with the accept step.
7.
If the CRS script answers the call, and the trigger has been assigned a Dialogue Group, it establishes
a media connection with the caller. At this point the CRS system can interact with the caller as
desired.
a media connection with the caller. At this point the CRS system can interact with the caller as
desired.
8.
When the script ends, it sends a RUN_SCRIPT_ RESULT message back to the Unified ICME
system. The ICM script determines what to do next. Typically another RUN_SCRIPT_REQUEST
events is sent. This continues until an agent becomes available to take the call.
system. The ICM script determines what to do next. Typically another RUN_SCRIPT_REQUEST
events is sent. This continues until an agent becomes available to take the call.
9.
Once an agent becomes available, the Unified ICME system sends a CANCEL message to the CRS
system.
system.
10.
The CRS system terminates the running script.
11.
The Unified ICME system then sends a CONNECT message that includes the Agent's extension as
the Label.
the Label.
12.
The CRS system then redirects the caller to the agent's extension.
The ICM Subsystem
The ICM subsystem of the Cisco CRS system allows Unified IP IVR to interact with the ICM system.
The CRS's ICM subsystem uses a proprietary protocol to communicate with the ICM PG.
The CRS's ICM subsystem uses a proprietary protocol to communicate with the ICM PG.
When using the ICM subsystem, you should understand:
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