Cisco Unified Contact Center Enterprise Solution Reference ...

Traditional IVR Integration
Using Cisco Unified CallManager Transfer and IVR Double Trunking
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 2 Deployment Models
Over time, it might become desirable to migrate the traditional IVR applications to the Unified CVP or
Unified IP IVR. However, if a small percentage of traditional IVR applications still exist for very
specific scenarios, then the IVR could be connected to a second voice gateway. (See Figure 2-20.) Calls
arriving at the voice gateway from the PSTN would be routed by Cisco Unified CallManager.
Cisco Unified CallManager could route specific DNs to the traditional IVR or let the Unified ICM or
Unified CVP or Unified IP IVR determine when to transfer calls to the traditional IVR. If calls in the
traditional IVR need to be transferred to a Unified CCE agent, then a second IVR port, trunk, and voice
gateway port would be used for the duration of the call. Care should be taken to ensure that transfer
scenarios do not allow multiple loops to be created because voice quality could suffer.
Figure 2-20 Traditional IVR Integration Using Cisco Unified CallManager Transfer and IVR Double
Trunking
PSTN
V
IP voice
TDM voice
CTI/Call
control data
IVR PG
IP IVR
M
CallManager
IP
PG/CTI
server
ICM Central
Controller
IP phones and IPCC agent desktops
In this model, the TDM IVR is front-ended by either the Unified CVP using the voice gateway or the
Unified IP IVR and Cisco Unified CallManager with Unified CCE to determine the location to provide
call treatment.
With Unified CVP, calls coming into the voice gateway would immediately start a routing dialog with
the Unified ICM using the Service Control Interface (SCI). Based upon the initial dialed number or
prompting in the Unified CVP, the Unified ICM would decide if the call needs to be sent to the TDM
IVR for a specific self-service application or if the Unified CVP has the application available for the
caller. If the call was sent to the TDM IVR, the TDM IVR sends a route request to the Unified ICM when
the caller opts out. The reply is not sent back to the TDM IVR but back to the Unified CVP as the original
routing client. Unified CVP would then take the call leg away from the TDM IVR and transfer it to the
Unified CCE agent over the VoIP network or hold it in queue locally in the voice gateway.
IP
IP
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