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Cisco Unified Contact Center Enterprise Solution Reference ...

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Chapter 2 Deployment Models<br />

OL-8669-05<br />

Figure 2-17 Traditional IVR Integration Using PBX Transfer<br />

PSTN<br />

PBX<br />

V<br />

IP voice<br />

TDM voice<br />

CTI/Call<br />

control data<br />

IVR PG<br />

IP IVR<br />

M<br />

CallManager<br />

IP<br />

PG/CTI<br />

server<br />

ICM Central<br />

Controller<br />

IP phones and IPCC agent desktops<br />

Traditional IVR Integration<br />

In this design, calls come first to the PBX from the PSTN carrier network on a standard T1 trunk<br />

interface. The PBX typically uses a hunt group to transfer the call to the IVR, putting all of the IVR ports<br />

into the hunt group as agents in auto available mode. The PBX looks like the PSTN to the <strong>Unified</strong> ICM<br />

because it does not have a PG connected to the PBX. The <strong>Unified</strong> ICM cannot track the call from the<br />

original delivery to the IVR, and it will have reporting only from the time the call arrived at the IVR and<br />

the IVR informed the <strong>Unified</strong> ICM of the call.<br />

When the caller opts out of the IVR application, the IVR sends a Post-Route to the <strong>Unified</strong> ICM using<br />

the Call Routing Interface (CRI). Because this application does not require calls to queue in the IVR, the<br />

CRI would be the preferred interface option. The <strong>Unified</strong> ICM will look at the agent states across the<br />

system and select the agent to send the call to (via agent phone number or device target) or<br />

translation-route the call to the <strong>Unified</strong> IP IVR for queuing.<br />

When the call is sent to an agent or into queue, it is hairpinned in the PBX, coming in from the PSTN<br />

on a T1 trunk port and then going out to a voice gateway on a second T1 trunk port in the PBX. This<br />

connection is used for the life of the call.<br />

Alternatively, if you want to track the call from its entry at the PBX or if you need to capture the caller<br />

ANI or original dialed number, you can install a PG on the PBX. The PBX can request (via a Post-Route<br />

to the <strong>Unified</strong> ICM) which IVR port to send the call to behind the PBX. The PBX cannot use a hunt group<br />

to deliver the call from the PBX to the IVR. The <strong>Unified</strong> ICM requires direct DNIS termination to ensure<br />

that the translation route maintains the call data collected in the PBX and makes it available to the IVR.<br />

IP<br />

IP<br />

76613<br />

<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />

2-43

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