Cisco Unified Contact Center Enterprise Solution Reference ...

Cisco Unified Intelligent Contact Management (Unified ICM) Software
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2. MGCP or H.323 Route Request sent to Cisco Unified CallManager.
3. JTAPI Route Request sent to ICM.
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 1 Architecture Overview
4. ICM runs routing script. No available agent found, so Unified IP IVR label returned from routing
script.
5. ICM instructs Cisco Unified CallManager to transfer call to Unified IP IVR, and Cisco Unified
CallManager does as instructed.
6. Unified IP IVR notifies ICM that call has arrived.
7. ICM instructs Unified IP IVR to play queue announcements.
8. Agent becomes ready (completed previous call or just went ready).
9. ICM sends call data to selected agent screen and instructs the Unified IP IVR to transfer the call to
the agent phone.
10. Unified IP IVR transfers the VoIP voice path to selected agent phone.
11. Call is answered by agent.
Figure 1-3 shows the flow of a basic Unified CCE call using Unified CVP.
Figure 1-3 Basic Unified CCE Call Flow Using Unified CVP
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1
Caller
PSTN
V
Ingress
Gateway
The call flow in Figure 1-3 is as follows:
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5
9
CVP
1. Call is delivered from PSTN to ingress voice gateway.
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IP
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2. Voice gateway sends H. 225 request to Unified CVP for the incoming call.
3. Unified CVP sends GED-125 request to ICM, requesting instructions.
4. ICM runs routing scripts and instructs Unified CVP for prompting and announcements.
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3
M
M
CallManager
cluster
IP IP
ICM
IP voice
TDM voice
Call control and
CTI data
IP phones and agent desktops 143301
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OL-8669-05