Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
Using IVR Double Trunking
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Traditional IVR Integration
If your traditional IVR application has a very high success rate, where most callers are completely
self-served in the traditional IVR and only a very small percentage of callers ever need to be transferred
to an agent, then it might be acceptable to double-trunk the calls in the traditional IVR for that small
percentage of calls. (See Figure 2-19.) Unlike the previous model, if the traditional IVR has a Service
Control Interface (SCI), then the initial call queuing could be done on the traditional IVR. The reason
this is beneficial is that, in order to queue the call on the Unified IP IVR, a second traditional IVR port
would be used to transfer the call to the Unified IP IVR. By performing the initial queuing on the
traditional IVR, only one traditional IVR port is used during the initial queuing of the call. However, any
subsequent queuing as a result of transfers or RONA treatment must be done on the Unified IP IVR to
avoid any double trunking. If the traditional IVR does not have an SCI interface, then the IVR will just
generate a post-route request to the Unified ICM to determine where the call should be transferred. All
queuing in that scenario would have to be done on the Unified IP IVR.
Figure 2-19 Traditional IVR Integration Using 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 set up as a farm of IVR platforms that have direct PSTN connections for
inbound calls. The IVR has a PG connection to the Unified ICM, which tracks all calls in the system.
When a caller opts out of the IVR treatment, the IVR sends a post-route request to the Unified ICM,
which returns a label that will either direct the call to an agent or queue the call locally on the TDM IVR
using the Service Control Interface (SCI). The transfer to the agent is done by the TDM IVR selecting a
second port to hairpin the call to the voice gateway and to the Unified CCE agent. This takes up two ports
for the time the call is at the agent.
IP
IP
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Cisco Unified Contact Center Enterprise 7.x SRND
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