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1 © 2003 Cisco Systems, Inc. All rights reserved. CVP 3.x “Full Centralized” Comprehensive: Detailed Call Flows 1 © 2003, Cisco Systems, Inc. All rights reserved.
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111© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.x
“Full Centralized” Comprehensive:Detailed Call Flows
111© 2003, Cisco Systems, Inc. All rights reserved.
222© 2003 Cisco Systems, Inc. All rights reserved.
Inbound Call Flow
222© 2003, Cisco Systems, Inc. All rights reserved.
333© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•CVP 3.0 Comprehensive Architecture
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
444© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•Call arrives from PSTN – DNIS (e.g. 18005550107) matches VoIP dial-peer.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
New call arrives
555© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•Gateway queries Gatekeeper – Gatekeeper maps DNIS to endpoint 10.86.180.189 (CVP VB).
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
Gatekeeper query
666© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•Call leg is set up and temporarily established to the CVP Voice Browser, which now has call control.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190Call setup
777© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•CVP VB issues HTTP “new call” request to CVP Application Server.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
HTTP: New call
888© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•CVP runs a VXML program and sends “new_call” VRU message to PG and ICM.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
GED-125: New_call
Dialed Number 18005550107
999© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•ICM maps DNIS / Dialed Number to an ICM Script, which runs a “Send to VRU” node.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
Run ICM ScriptSend to VRU
101010© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•ICM sends Label consisting of the Type 7 Network VRU Label (81111111111), plus correlation ID (e.g. 10001). The complete Label is 8111111111110001.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
GED-125:
Label
8111111111110001
111111© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•The CVP Application Server converts the ICM VRU message to VXML and directs the CVP VB to transfer the call to 8111111111110001.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
VXML: Transfer call to
8111111111110001
121212© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•CVP Voice Browser queries the Gatekeeper. Gatekeeper maps DNIS (811111*) to endpoint 10.86.180.192 (Gateway Voice Browser).
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
Gatekeeper query
131313© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
•CVP Voice Browser directs Incoming Gateway to tear down call from it and re-establish to 10.86.180.192. CVP VB retains call control.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190H323: re-direct call
141414© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
Call arrives on Gateway Voice Browser and matches a dial-peer that triggers a VXML application. VXML application sends HTTP request to Application Server with DNIS 8111111111110001.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190HTTP: new call
151515© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
Application server parses DNIS into Dialed Number 81111111111 and correlation ID 10001 and sends this information as part of a “Request_instructions” messages to ICM.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
GED-125:
Request_instructions
Corr ID 10001
161616© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: Inbound
ICM recognizes the correlation ID and continues in the script where it left off – right after the “Send to VRU Node.”
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
Cont. ICM Script
171717© 2003 Cisco Systems, Inc. All rights reserved.
IVR Treatment
171717© 2003, Cisco Systems, Inc. All rights reserved.
181818© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IVR
ICM scripts comes to a “Run External Script” where ICM directs the CVP Application Server to execute microapplication “GD,getacctnum” using both DTMF or ASR.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
GED-125:
RunScript
GD,getacctnum
RunExtScript
191919© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IVR
CVP Application Server directs Gateway Voice Browser to run “GD,getacctnum” using ASR or TTS.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
VXML: GD,getacctnum
202020© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IVR
Gateway Voice Browser retrieves “http://10.86.180.190/en-us/app/cus1/getacctnum.wav” from media server. Caller hears, “Please enter your account number.”
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
http://10.86.180.190/en-us/app/cus1/getacctnum.wav
212121© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IVR
Caller SPEAKS account number – ASR/TTS engine “listens” and recognizes caller’s speech.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
MRCP
222222© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IVR
Gateway Voice Browser reports results back to Application Server.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
VXML: success plus caller’s speech
232323© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IVR
CVP Application Server reports ScriptResult=1 (success). Since the microapp was GD (get digits), the caller’s speech (e.g. “123456”) is stored in variable “Call.CallerEnteredDigits”.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
GED-125:
ScriptResult=1
CallerEnteredDigits=“123456”
242424© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IVR
ICM uses CEDs to retrieve caller’s accout information from external database, using DB Lookup or Application Gateway.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
Cont. ICM ScriptDB Lookup
252525© 2003 Cisco Systems, Inc. All rights reserved.
PG
CVP 3.0 Comprehensive Call Flow: IVR
The ICM script decides to queue the call to an IPCC skillgroup. An IPCC PG reports that no agents are available. While in queue the ICM uses a “Run External Script to direct CVP to run microapp “PM,pleasehold”.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
GED-125:
RunScript
PM,pleasehold
Queue to SG
RunExtScript
262626© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IVR
CVP Application Server directs Gateway Voice Browser to run “PM,pleasehold”.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
VXML: PM, pleasehold
272727© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IVR
Gateway Voice Browser retrieves “http://10.86.180.190/en-us/app/cus1/pleasehold.wav” from media server. Caller hears, “Please hold while your call is answered in the order it was received.”
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
http://10.86.180.190/en-us/app/cus1/pleasehold.wav
282828© 2003 Cisco Systems, Inc. All rights reserved.
IP Transfer 1:From CVP to an IPCC Agent
282828© 2003, Cisco Systems, Inc. All rights reserved.
292929© 2003 Cisco Systems, Inc. All rights reserved.
PG
CVP 3.0 Comprehensive Call Flow: IP Xfer 1
Meanwhile, IPCC Agent 1004 becomes available, and ICM decides to route the call to them. ICM sends a Label to the CVP that corresponds to Agent 1004’s device target: 19789110004.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
JTAPI
GED-125:
Connect to
19789110004
303030© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 1
Because the CVP Voice Browser still controls the call, the Application Server sends it the Label 19789110004.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
VXML: Transfer call to
19789110004
313131© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 1
CVP Voice Browser queries the Gatekeeper. Gatekeeper maps the Device Target Label (197891*) to endpoint 10.86.180.187 (Cisco Call Manager).
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
Gatekeeper query
323232© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 1
CVP Voice Browser directs Incoming Gateway to tear down call from it and re-establish to 10.86.180.187. CVP VB retains call control.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
H323: pull back and
re-direct call
333333© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 1
Incoming Gateway and CCM setup call to Agent X’s phone. CVP VB retains call control.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
1 2ABC
3DEF
4 5JKL
6MNOGHI
7 8TUV
9WXYZPQRS
* 0OPER
#
7 960CISCO IP PHONE
imessages directories
sett ingsservices
Agent 1004
H323: call setup
343434© 2003 Cisco Systems, Inc. All rights reserved.
IP Transfer 2:Subsequent IP Transfer from IPCC Agent
343434© 2003, Cisco Systems, Inc. All rights reserved.
353535© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
In this example, Agent 1004 decides that the call needs to be directed to another group. Agent 1004 dials 50001 from his softphone and sends a request to CTI Server and ICM.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
CTI
1 2ABC
3DEF
4 5JKL
6MNOGHI
7 8TUV
9WXYZPQRS
* 0OPER
#
7 960CISCO IP PHONE
imessages directories
sett ingsservices
Agent 1004
CTI
363636© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
50001 is configured in ICM’s Dialed Number Plan to trigger an ICM script. In that script is a Run External Script, but before this can be executed, there is an implied “Send to VRU”, so Label 8111111111110002 is sent (Type 7 VRU label plus new correlation id).
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
1 2ABC
3DEF
4 5JKL
6MNOGHI
7 8TUV
9WXYZPQRS
* 0OPER
#
7 960CISCO IP PHONE
imessages directories
sett ingsservices
Agent 1004
Run ICM Script
RunExtScript
(Send to VRU)
373737© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
The CVP Application Server converts the ICM VRU message to VXML and directs the CVP VB to transfer the call to 8111111111110002.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
VXML: Transfer call to
8111111111110002
1 2ABC
3DEF
4 5JKL
6MNOGHI
7 8TUV
9WXYZPQRS
* 0OPER
#
7 960CISCO IP PHONE
imessages directories
sett ingsservices
Agent 1004
383838© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
CVP Voice Browser queries the Gatekeeper. Gatekeeper maps the Label (811111*) to endpoint 10.86.180.192 (Gateway Voice Browser).
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
1 2ABC
3DEF
4 5JKL
6MNOGHI
7 8TUV
9WXYZPQRS
* 0OPER
#
7 960CISCO IP PHONE
imessages directories
sett ingsservices
Agent 1004
Gatekeeper query
393939© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
•CVP Voice Browser directs Incoming Gateway to tear down call from it and re-establish to 10.86.180.192. CVP VB retains call control.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
1 2ABC
3DEF
4 5JKL
6MNOGHI
7 8TUV
9WXYZPQRS
* 0OPER
#
7 960CISCO IP PHONE
imessages directories
sett ingsservices
Agent 1004
H323: pull back and
re-direct call
404040© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
Call arrives on Gateway Voice Browser and matches a dial-peer that triggers a VXML application. VXML application sends HTTP request to Application Server with DNIS 8111111111110002.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190HTTP: new call
414141© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
Application server parses DNIS into Dialed Number 81111111111 and correlation ID 10002 and sends this information as part of a “Request_instructions” messages to ICM.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
GED-125:
Request_instructions
Corr ID 10002
424242© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
ICM recognizes the correlation ID and continues in the script where it left off – right after the IMPLIED “Send to VRU Node.” Now all other forms of treatment can occur – including queuing to another skillgroup.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
Cont. ICM Script
434343© 2003 Cisco Systems, Inc. All rights reserved.
DTMF Transfer
434343© 2003, Cisco Systems, Inc. All rights reserved.
444444© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: DTMF Xfer
In this example, ICM scripting decides the call must be transferred by outpulsing DTMF digits to a carrier – Take-back and Transfer, Transfer Connect, etc.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
Cont. ICM ScriptLabel
454545© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: DTMF Xfer
ICM picks a destination (remote ACD service, skillgroup, etc.) and sends a Label back to CVP with the text “DTMF*899”
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
GED-125:
Connect to
DTMF*899
464646© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: DTMF Xfer
Application Server directs CVP VB to outpulse “*899”.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
VXML: Outpulse *899
474747© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: DTMF Xfer
CVP Voice Browser uses H.245 signaling to direct the Incoming Gateway to play DTMF tones *899 to the carrier. The carrier must have been provisioned to accept these digits and take back and re-direct the call.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
H.245: outpulse *899
Outpulse *899
484848© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: DTMF Xfer
Carrier pulls back call and re-directs within its network. Call effectively disappears from VoIP network.
VoiceBrowser
Appli-cationServer
CVP
ASR/TTSEngine
ICMICMICMICM
VoIPNetwork
IncomingGateway*
Voice BrowserGateway*
10.86.180.192
VRUPG
H.323 Gatekeeper
MediaServer
Destination Gateway(CCM or Gateway to TDM
ACD)10.86.180.187
PSTN caller
Customer DataSources
RTP
H.245 Call Control
* Gateways logically depicted as separate, but can be same physical platform.
10.86.180.189
10.86.180.190
Take-back by carrier
494949© 2003 Cisco Systems, Inc. All rights reserved.
Q & A
494949© 2003, Cisco Systems, Inc. All rights reserved.
