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

444 © 2003 Cisco Systems, Inc. All rights reserved. CVP 3.0 Comprehensive Call Flow: Inbound Call arrives from PSTN – DNIS (e.g ) matches VoIP dial-peer. 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 (CVP VB). 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. Call 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. 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. GED-125: New_call Dialed Number

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. Run ICM Script Send to VRU

10 © 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 ( ), plus correlation ID (e.g ). The complete Label is GED-125: Label

11 © 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 VXML: Transfer call to

12 © 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 (Gateway Voice Browser). Gatekeeper query

13 © 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 CVP VB retains call control. H323: re-direct call

14 © 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 HTTP: new call

15 © 2003 Cisco Systems, Inc. All rights reserved. CVP 3.0 Comprehensive Call Flow: Inbound Application server parses DNIS into Dialed Number and correlation ID and sends this information as part of a “Request_instructions” messages to ICM. GED-125: Request_instructions Corr ID 10001

16 © 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.” Cont. ICM Script

17 © 2003 Cisco Systems, Inc. All rights reserved. IVR Treatment 17 © 2003, Cisco Systems, Inc. All rights reserved.

18 © 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. GED-125: RunScript GD,getacctnum RunExtScript

19 © 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. VXML: GD,getacctnum

20 © 2003 Cisco Systems, Inc. All rights reserved. CVP 3.0 Comprehensive Call Flow: IVR Gateway Voice Browser retrieves “ from media server. Caller hears, “Please enter your account number.”

21 © 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. MRCP

22 © 2003 Cisco Systems, Inc. All rights reserved. CVP 3.0 Comprehensive Call Flow: IVR Gateway Voice Browser reports results back to Application Server. VXML: success plus caller’s speech

23 © 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”. GED-125: ScriptResult=1 CallerEnteredDigits=“123456”

24 © 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. Cont. ICM Script DB Lookup

25 © 2003 Cisco Systems, Inc. All rights reserved. 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”. GED-125: RunScript PM,pleasehold Queue to SG RunExtScript

26 © 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”. VXML: PM, pleasehold

27 © 2003 Cisco Systems, Inc. All rights reserved. CVP 3.0 Comprehensive Call Flow: IVR Gateway Voice Browser retrieves “ from media server. Caller hears, “Please hold while your call is answered in the order it was received.”

28 © 2003 Cisco Systems, Inc. All rights reserved. IP Transfer 1: From CVP to an IPCC Agent 28 © 2003, Cisco Systems, Inc. All rights reserved.

29 © 2003 Cisco Systems, Inc. All rights reserved. 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: JTAPI GED-125: Connect to

30 © 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 VXML: Transfer call to

31 © 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 (Cisco Call Manager). Gatekeeper query

32 © 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 CVP VB retains call control. H323: pull back and re-direct call

33 © 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. H323: call setup

34 © 2003 Cisco Systems, Inc. All rights reserved. IP Transfer 2: Subsequent IP Transfer from IPCC Agent 34 © 2003, Cisco Systems, Inc. All rights reserved.

35 © 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 from his softphone and sends a request to CTI Server and ICM. CTI

36 © 2003 Cisco Systems, Inc. All rights reserved. CVP 3.0 Comprehensive Call Flow: IP Xfer 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 is sent (Type 7 VRU label plus new correlation id). Run ICM Script RunExtScript (Send to VRU)

37 © 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 VXML: Transfer call to

38 © 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 (Gateway Voice Browser). Gatekeeper query

39 © 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 CVP VB retains call control. H323: pull back and re-direct call

40 © 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 HTTP: new call

41 © 2003 Cisco Systems, Inc. All rights reserved. CVP 3.0 Comprehensive Call Flow: IP Xfer 2 Application server parses DNIS into Dialed Number and correlation ID and sends this information as part of a “Request_instructions” messages to ICM. GED-125: Request_instructions Corr ID 10002

42 © 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. Cont. ICM Script

43 © 2003 Cisco Systems, Inc. All rights reserved. DTMF Transfer 43 © 2003, Cisco Systems, Inc. All rights reserved.

44 © 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. Cont. ICM Script Label

45 © 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” GED-125: Connect to DTMF*899

46 © 2003 Cisco Systems, Inc. All rights reserved. CVP 3.0 Comprehensive Call Flow: DTMF Xfer Application Server directs CVP VB to outpulse “*899”. VXML: Outpulse *899

47 © 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. H.245: outpulse *899 Outpulse *899

48 © 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. Take-back by carrier

49 © 2003 Cisco Systems, Inc. All rights reserved. Q & A 49 © 2003, Cisco Systems, Inc. All rights reserved.