Transcript CVP Comprehensi..

CVP 3.x
“Full Centralized”
Comprehensive:
Detailed Call Flows
©
© 2003,
2003 Cisco
Cisco Systems,
Systems, Inc.
Inc. All
All rights
rights reserved.
reserved.
1
Inbound Call Flow
©
© 2003,
2003 Cisco
Cisco Systems,
Systems, Inc.
Inc. All
All rights
rights reserved.
reserved.
2
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•CVP 3.0 Comprehensive Architecture
© 2003 Cisco Systems, Inc. All rights reserved.
3
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
New call arrives
PSTN caller
Incoming
Gateway*
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•Call arrives from PSTN – DNIS (e.g. 18005550107) matches VoIP dial-peer.
© 2003 Cisco Systems, Inc. All rights reserved.
4
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
Gatekeeper query
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•Gateway queries Gatekeeper – Gatekeeper maps DNIS to endpoint 10.86.180.189 (CVP VB).
© 2003 Cisco Systems, Inc. All rights reserved.
5
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
Call setup
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•Call leg is set up and temporarily established to the CVP Voice Browser, which now has call control.
© 2003 Cisco Systems, Inc. All rights reserved.
6
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
HTTP: New call
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•CVP VB issues HTTP “new call” request to CVP Application Server.
© 2003 Cisco Systems, Inc. All rights reserved.
7
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
GED-125: New_call
Dialed Number 18005550107
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•CVP runs a VXML program and sends “new_call” VRU message to PG and ICM.
© 2003 Cisco Systems, Inc. All rights reserved.
8
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
VRU
PG
Application
Server
Run ICM Script
Customer Data
Sources
Send to VRU
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•ICM maps DNIS / Dialed Number to an ICM Script, which runs a “Send to VRU” node.
© 2003 Cisco Systems, Inc. All rights reserved.
9
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
GED-125:
Label
8111111111110001
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•ICM sends Label consisting of the Type 7 Network VRU Label (81111111111), plus correlation ID (e.g.
10001). The complete Label is 8111111111110001.
© 2003 Cisco Systems, Inc. All rights reserved.
10
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
VXML: Transfer call to
8111111111110001
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•The CVP Application Server converts the ICM VRU message to VXML and directs the CVP VB to
transfer the call to 8111111111110001.
© 2003 Cisco Systems, Inc. All rights reserved.
11
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Incoming
Gateway*
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Gatekeeper query
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•CVP Voice Browser queries the Gatekeeper. Gatekeeper maps DNIS (811111*) to endpoint 10.86.180.192
(Gateway Voice Browser).
© 2003 Cisco Systems, Inc. All rights reserved.
12
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
H323: re-direct call
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
•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.
© 2003 Cisco Systems, Inc. All rights reserved.
13
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
HTTP: new call
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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.
© 2003 Cisco Systems, Inc. All rights reserved.
14
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Application
Server
GED-125:
Request_instructions
Corr ID 10001
10.86.180.189
Incoming
Gateway*
Customer Data
Sources
VRU
PG
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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.
© 2003 Cisco Systems, Inc. All rights reserved.
15
CVP 3.0 Comprehensive Call Flow: Inbound
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
Cont. ICM Script
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
ICM recognizes the correlation ID and continues in the script where it left off – right after the “Send to
VRU Node.”
© 2003 Cisco Systems, Inc. All rights reserved.
16
IVR Treatment
©
© 2003,
2003 Cisco
Cisco Systems,
Systems, Inc.
Inc. All
All rights
rights reserved.
reserved.
17
CVP 3.0 Comprehensive Call Flow: IVR
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Application
Server
GED-125:
RunScript
GD,getacctnum
Media
Server
10.86.180.189
Incoming
Gateway*
Customer Data
Sources
RunExtScript
VRU
PG
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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.
© 2003 Cisco Systems, Inc. All rights reserved.
18
CVP 3.0 Comprehensive Call Flow: IVR
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
VXML: GD,getacctnum
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
CVP Application Server directs Gateway Voice Browser to run “GD,getacctnum” using ASR or TTS.
© 2003 Cisco Systems, Inc. All rights reserved.
19
CVP 3.0 Comprehensive Call Flow: IVR
ICM
CVP
H.323 Gatekeeper
PSTN caller
Voice
Browser
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
http://10.86.180.190/en-us/app/cus1/getacctnum.wav Destination Gateway
(CCM or Gateway to TDM
ACD)
VoIP
10.86.180.187
ASR/TTS
Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.
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.”
© 2003 Cisco Systems, Inc. All rights reserved.
20
CVP 3.0 Comprehensive Call Flow: IVR
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
H.245
Call Control
MRCP
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
Caller SPEAKS account number – ASR/TTS engine “listens” and recognizes caller’s speech.
© 2003 Cisco Systems, Inc. All rights reserved.
21
CVP 3.0 Comprehensive Call Flow: IVR
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
VXML: success plus caller’s speech
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
Gateway Voice Browser reports results back to Application Server.
© 2003 Cisco Systems, Inc. All rights reserved.
22
CVP 3.0 Comprehensive Call Flow: IVR
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
10.86.180.189
Incoming
Gateway*
Customer Data
Sources
VRU
PG
Application
Server
GED-125:
ScriptResult=1
CallerEnteredDigits=“123456”
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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”.
© 2003 Cisco Systems, Inc. All rights reserved.
23
CVP 3.0 Comprehensive Call Flow: IVR
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
VRU
PG
Application
Server
Cont. ICM Script
Customer Data
Sources
DB Lookup
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
ICM uses CEDs to retrieve caller’s accout information from external database, using DB Lookup or
Application Gateway.
© 2003 Cisco Systems, Inc. All rights reserved.
24
CVP 3.0 Comprehensive Call Flow: IVR
ICM
CVP
H.323 Gatekeeper
PSTN caller
Incoming
Gateway*
Voice
Browser
Customer Data
Sources
Queue to SG
RunExtScript
VRU
PG
Application
Server
GED-125:
RunScript
PM,pleasehold
Media
Server
10.86.180.189
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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
25
“PM,pleasehold”. © 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: IVR
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
VXML: PM, pleasehold
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
CVP Application Server directs Gateway Voice Browser to run “PM,pleasehold”.
© 2003 Cisco Systems, Inc. All rights reserved.
26
CVP 3.0 Comprehensive Call Flow: IVR
ICM
CVP
H.323 Gatekeeper
PSTN caller
Voice
Browser
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
http://10.86.180.190/en-us/app/cus1/pleasehold.wav Destination Gateway
(CCM or Gateway to TDM
ACD)
VoIP
10.86.180.187
ASR/TTS
Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.
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.”
© 2003 Cisco Systems, Inc. All rights reserved.
27
IP Transfer 1:
From CVP to an IPCC Agent
©
© 2003,
2003 Cisco
Cisco Systems,
Systems, Inc.
Inc. All
All rights
rights reserved.
reserved.
28
CVP 3.0 Comprehensive Call Flow: IP Xfer 1
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Application
Server
GED-125:
Connect to
19789110004
Media
Server
10.86.180.189
Incoming
Gateway*
Customer Data
Sources
VRU
PG
10.86.180.190
JTAPI
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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.
© 2003 Cisco Systems, Inc. All rights reserved.
29
CVP 3.0 Comprehensive Call Flow: IP Xfer 1
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
VXML: Transfer call to
19789110004
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
Because the CVP Voice Browser still controls the call, the Application Server sends it the Label
19789110004.
© 2003 Cisco Systems, Inc. All rights reserved.
30
CVP 3.0 Comprehensive Call Flow: IP Xfer 1
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Gatekeeper query
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
CVP Voice Browser queries the Gatekeeper. Gatekeeper maps the Device Target Label (197891*) to
endpoint 10.86.180.187 (Cisco Call Manager).
© 2003 Cisco Systems, Inc. All rights reserved.
31
CVP 3.0 Comprehensive Call Flow: IP Xfer 1
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
H323: pull back and
re-direct call
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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.
© 2003 Cisco Systems, Inc. All rights reserved.
32
CVP 3.0 Comprehensive Call Flow: IP Xfer 1
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
H323: call setup
RTP
H.245
Call Control
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
CISCO IP PHONE
7 960
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
1
2
ABC
3
mess ages
7
5
JKL
direct ories
i
DEF
services
4
GHI
sett ings
6
MNO
8
9
PQRS
TUV
WXYZ
*
0
#
OPER
Agent 1004
* Gateways logically depicted as separate, but can be same physical platform.
Incoming Gateway and CCM setup call to Agent X’s phone. CVP VB retains call control.
© 2003 Cisco Systems, Inc. All rights reserved.
33
IP Transfer 2:
Subsequent IP Transfer
from IPCC Agent
©
© 2003,
2003 Cisco
Cisco Systems,
Systems, Inc.
Inc. All
All rights
rights reserved.
reserved.
34
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
CTI
H.245
Call Control
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
CISCO IP PHONE
7 960
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
1
2
ABC
3
mess ages
7
5
JKL
directories
i
DEF
services
4
GHI
settings
6
MNO
8
9
PQRS
TUV
WXYZ
*
0
#
OPER
Agent 1004
* Gateways logically depicted as separate, but can be same physical platform.
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.
© 2003 Cisco Systems, Inc. All rights reserved.
35
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
ICM
CVP
H.323 Gatekeeper
PSTN caller
Incoming
Gateway*
Voice
Browser
Customer Data
Sources
RunExtScript
(Send to VRU)
VRU
PG
Application
Server
Run ICM Script
10.86.180.189
Media
Server
10.86.180.190
RTP
H.245
Call Control
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
CISCO IP PHONE
7 960
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
1
2
ABC
3
mess ages
7
5
JKL
directories
i
DEF
services
4
GHI
settings
6
MNO
8
9
PQRS
TUV
WXYZ
*
0
#
OPER
Agent 1004
* Gateways logically depicted as separate, but can be same physical platform.
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
36
Cisconew
Systems, correlation
Inc. All rights reserved. id).
sent (Type 7 VRU label© 2003
plus
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
VXML: Transfer call to
8111111111110002
10.86.180.190
RTP
H.245
Call Control
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
CISCO IP PHONE
7 960
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
1
2
ABC
3
mess ages
7
5
JKL
directories
i
DEF
services
4
GHI
settings
6
MNO
8
9
PQRS
TUV
WXYZ
*
0
#
OPER
Agent 1004
* Gateways logically depicted as separate, but can be same physical platform.
The CVP Application Server converts the ICM VRU message to VXML and directs the CVP VB to transfer
the call to 8111111111110002.
© 2003 Cisco Systems, Inc. All rights reserved.
37
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Gatekeeper query
Media
Server
10.86.180.190
RTP
H.245
Call Control
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
CISCO IP PHONE
7 960
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
1
2
ABC
3
mess ages
7
5
JKL
directories
i
DEF
services
4
GHI
settings
6
MNO
8
9
PQRS
TUV
WXYZ
*
0
#
OPER
Agent 1004
* Gateways logically depicted as separate, but can be same physical platform.
CVP Voice Browser queries the Gatekeeper. Gatekeeper maps the Label (811111*) to endpoint
10.86.180.192 (Gateway Voice Browser).
© 2003 Cisco Systems, Inc. All rights reserved.
38
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
H323: pull back and
re-direct call
RTP
H.245
Call Control
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
CISCO IP PHONE
7 960
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
1
2
ABC
3
mess ages
7
5
JKL
directories
i
DEF
services
4
GHI
settings
6
MNO
8
9
PQRS
TUV
WXYZ
*
0
#
OPER
Agent 1004
* Gateways logically depicted as separate, but can be same physical platform.
•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.
© 2003 Cisco Systems, Inc. All rights reserved.
39
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
HTTP: new call
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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.
© 2003 Cisco Systems, Inc. All rights reserved.
40
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Application
Server
GED-125:
Request_instructions
Corr ID 10002
10.86.180.189
Incoming
Gateway*
Customer Data
Sources
VRU
PG
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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.
© 2003 Cisco Systems, Inc. All rights reserved.
41
CVP 3.0 Comprehensive Call Flow: IP Xfer 2
ICM
CVP
H.323 Gatekeeper
PSTN caller
Incoming
Gateway*
Voice
Browser
Customer Data
Sources
VRU
PG
Application
Server
Cont. ICM Script
10.86.180.189
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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.
42
© 2003 Cisco Systems, Inc. All rights reserved.
DTMF Transfer
©
© 2003,
2003 Cisco
Cisco Systems,
Systems, Inc.
Inc. All
All rights
rights reserved.
reserved.
43
CVP 3.0 Comprehensive Call Flow: DTMF Xfer
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
VRU
PG
Application
Server
Cont. ICM Script
Customer Data
Sources
Label
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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.
© 2003 Cisco Systems, Inc. All rights reserved.
44
CVP 3.0 Comprehensive Call Flow: DTMF Xfer
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Application
Server
GED-125:
Connect to
DTMF*899
10.86.180.189
Incoming
Gateway*
Customer Data
Sources
VRU
PG
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
ICM picks a destination (remote ACD service, skillgroup, etc.) and sends a Label back to CVP with
the text “DTMF*899”
© 2003 Cisco Systems, Inc. All rights reserved.
45
CVP 3.0 Comprehensive Call Flow: DTMF Xfer
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
VXML: Outpulse *899
Media
Server
10.86.180.190
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
Application Server directs CVP VB to outpulse “*899”.
© 2003 Cisco Systems, Inc. All rights reserved.
46
CVP 3.0 Comprehensive Call Flow: DTMF Xfer
H.245: outpulse *899
ICM
CVP
H.323 Gatekeeper
PSTN caller
Incoming
Gateway*
Voice
Browser
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Media
Server
10.86.180.190
Outpulse *899
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
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.
47
© 2003 Cisco Systems, Inc. All rights reserved.
CVP 3.0 Comprehensive Call Flow: DTMF Xfer
ICM
CVP
Voice
Browser
H.323 Gatekeeper
PSTN caller
Customer Data
Sources
VRU
PG
Application
Server
10.86.180.189
Incoming
Gateway*
Media
Server
10.86.180.190
Take-back by carrier
RTP
H.245
Call Control
Voice Browser
Gateway*
10.86.180.192
ASR/TTS
Engine
VoIP
Network
Destination Gateway
(CCM or Gateway to TDM
ACD)
10.86.180.187
* Gateways logically depicted as separate, but can be same physical platform.
Carrier pulls back call and re-directs within its network. Call effectively disappears from VoIP network.
© 2003 Cisco Systems, Inc. All rights reserved.
48
Q&A
©
© 2003,
2003 Cisco
Cisco Systems,
Systems, Inc.
Inc. All
All rights
rights reserved.
reserved.
49