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