Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 发行公告
3-3
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 3 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX Call Processing
Cisco Unified CCX Call Processing
and the description that follows explain a typical inbound call flow in Cisco Unified CCX for
Cisco Unified CME.
Figure 3-1
Cisco Unified CCX for Cisco Unified CME Inbound Call Flow
1.
Call arrives at voice gateway, which is also a Cisco Unified CME.
2.
Voice gateway asks Cisco Unified CME how to route the call through SIP. Cisco Unified CME has
a dialed number (DN) that Cisco Unified CCX has subscribed for monitoring. Cisco Unified CME
notifies Cisco Unified CCX about the call arrival on the DN.
a dialed number (DN) that Cisco Unified CCX has subscribed for monitoring. Cisco Unified CME
notifies Cisco Unified CCX about the call arrival on the DN.
3.
Based upon the DN, Cisco Unified CCX finds an available channel from the default call control
group to handle the call and then map the DN to the appropriate Cisco Unified CCX script. The
script then answers the call and establishes a RTP stream between Cisco Unified CCX and Cisco
Unified CME for media exchange. Then the caller is prompted to enter some information and wait
for the next available agent. Assuming that there is no skilled agent available, the script executes the
queued loop logic until an agent becomes available.
group to handle the call and then map the DN to the appropriate Cisco Unified CCX script. The
script then answers the call and establishes a RTP stream between Cisco Unified CCX and Cisco
Unified CME for media exchange. Then the caller is prompted to enter some information and wait
for the next available agent. Assuming that there is no skilled agent available, the script executes the
queued loop logic until an agent becomes available.
4.
An agent becomes available as a result of logging in and going to Ready state or completing a
customer call.
customer call.
5.
The agent is selected and reserved by Cisco Unified CCX server and the call is transferred to the
agent phone. As a result, the agent phone rings. At the same time, a screen that contains the
information entered by the caller pops up on the agent desktop.
agent phone. As a result, the agent phone rings. At the same time, a screen that contains the
information entered by the caller pops up on the agent desktop.
6.
Agent answers the call and an RTP stream is established between the agent phone and Cisco Unified
CME for exchanging media
CME for exchanging media