Typical Cisco Unified CCX call flow:–
1. Call arrives at Voice Gateway (VG)
2. Voice Gateway asks Unified CM how to route the call (using H.323 or MGCP).
3. Cisco Unified CM has the dialed number (DN) associated with a CTI Route Point that is associated with a Cisco Unified CM Telephony user for Cisco Unified CCX. This triggers a JTAPI route request to be sent to Cisco Unified CCX.
4. Based upon the DN, which is mapped to a Cisco Unified CM Telephony trigger, the Cisco Unified CCX server selects an available CTI port and replies back to Cisco Unified CM with the extension of the CTI Port to send this call to.
Cisco Unified CM then sends a call setup (ring) message to Cisco Unified CCX, which then maps the DN to the appropriate Cisco Unified CCX script.
The Accept step (typically the first step) in the script will answer the call and trigger Cisco
Unified CM to establish an RTP stream between the Voice Gateway port and the selected CTI Port.
Then the script prompts the caller for an account number and does a database lookup. Then the caller is prompted to select from a menu of choices and is provided self-service treatment. If the user presses 0, we go to the transfer to agent section of the script.
In this scenario, we are assuming no appropriately skilled agents are available, so the script executes the queued loop logic until an appropriately skilled agent becomes available.
5. An appropriately skilled agent becomes available as a result of logging in and going ready or completing a previous call.
6. The agent is selected or reserved by the Cisco Unified CCX server and this triggers the call to be transferred to the agent phone and subsequently causes the agent phone to ring (using
Cisco Unified CM signaling).
In addition, the Cisco Unified CCX server delivers a screen pop to the selected agent desktop and enables the answer button on the agent desktop.
7. The agent answers the call which causes Cisco Unified CCX to complete the transfer from the CTI Port to the agent phone and Cisco Unified CM to initiate the establishment of an RTP VoIP
data stream between the agent’s phone and the VG port.
The transfer releases the CTI Port on the Cisco Unified CCX server. But the Cisco Unified CCX software continues to monitor the agent state for the duration of that call.
When the agent or caller releases, a Contact Call Detail Record (CCDR) is written to the CCDR table in the database, and the agent’s state is updated to reflect the agent’s new state (work, ready, or not ready).