Cisco Unified Contact Center Enterprise Solution Reference ...

Traditional IVR Integration
Traditional IVR Integration
Using PBX Transfer
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 2 Deployment Models
There are numerous ways that traditional IVRs can be integrated into a Unified CCE deployment.
Determination of which way is best will depend upon many factors that are discussed in the following
sections. The primary consideration, though, is determining how to eliminate or reduce IVR double
trunking when transferring the call from the IVR.
Many call centers have existing traditional IVR applications that they are not prepared to rewrite. In
order to preserve these IVR applications, but yet integrate them into a Unified CCE environment, the
IVR must have an interface to the Unified ICM. (See Figure 2-17.)
There are two versions of the IVR interface to the Unified ICM. One is simply a post-routing interface
(Call Routing Interface, or CRI), which just allows the IVR to send a post-route request with call data
to the Unified ICM. The Unified ICM returns a route response instructing the IVR to transfer the call
elsewhere. In this scenario, the traditional IVR will invoke a PBX transfer to release its port and transfer
the call into the Unified CCE environment. Any call data passed from the IVR will be passed by the
Unified ICM to the agent desktop or Unified IP IVR.
The other IVR interface to the Unified ICM is the Service Control Interface (SCI). The SCI allows the
IVR to receive queuing instructions from the Unified ICM. In the PBX model, the SCI is not required.
Even if the IVR has the SCI interface, Cisco still recommends that you deploy Unified CVP or
Unified IP IVR for all call queuing because this prevents any additional utilization of the traditional IVR
ports. In addition, use of the Unified IP IVR for queuing provides a way to requeue calls on subsequent
transfers or RONA treatment.
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