Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
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Traditional IVR Integration
With Cisco Unified CallManager, calls coming into the voice gateway would hit a CTI route point for
Cisco Unified CallManager to send a route request to Unified ICM to determine the appropriate call
treatment device for the caller. If the CTI route point indicated an application that still is on the TDM
IVR, Unified ICM would instruct Cisco Unified CallManager to transfer the call to the TDM IVR by
hairpinning the call using a second T1 port on the voice gateway to connect to the TDM IVR. The
Unified ICM could also instruct Cisco Unified CallManager to translation-route the call to the
Unified IP IVR for call processing or prompting, then make a subsequent transfer to the TDM IVR for
further processing. When the caller opts out of the TDM IVR, it sends a post-route request to the Unified
ICM, and the Unified ICM returns a label to the TDM IVR. This label instructs the TDM IVR to transfer
the call using a second T1 port on the IVR and to pass the call back to the voice gateway and over to the
Unified CCE agent under Cisco Unified CallManager's dial plan.
In the model controlled by Cisco Unified CallManager, calls are initially received by the voice gateway
and hairpinned to the TDM IVR on a second T1 port. When the IVR sends the call back to the Unified
CCE agent, it uses a second TDM IVR port and a third port on the voice gateway. All three ports would
be tied up on the voice gateway as long as the agent is talking with the caller, and both of the TDM IVR
ports would be tied up for the duration of this call as well.
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