CVP 3.

x
Full Centralized
Comprehensive:
Detailed Call Flows

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reserved.

Inbound Call Flow

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reserved.

CVP 3.0 Comprehensive Call Flow: Inbound

CVP 3.0 Comprehensive Architecture

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CVP 3.0 Comprehensive Call Flow: Inbound

New call arrives

Call arrives from PSTN DNIS (e.g. 18005550107) matches VoIP dial-peer.
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CVP 3.0 Comprehensive Call Flow: Inbound

Gatekeeper query

Gateway queries Gatekeeper Gatekeeper maps DNIS to endpoint 10.86.180.189 (CVP VB).
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CVP 3.0 Comprehensive Call Flow: Inbound

Call setup

Call leg is set up and temporarily established to the CVP Voice Browser, which now has call control.
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CVP 3.0 Comprehensive Call Flow: Inbound

HTTP: New call

CVP VB issues HTTP new call request to CVP Application Server.

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CVP 3.0 Comprehensive Call Flow: Inbound

GED-125: New_call
Dialed Number 18005550107

CVP runs a VXML program and sends new_call VRU message to PG and ICM.
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CVP 3.0 Comprehensive Call Flow: Inbound

Run ICM Script

Send to VRU

ICM maps DNIS / Dialed Number to an ICM Script, which runs a Send to VRU node.
2003 Cisco Systems, Inc. All rights reserved.

CVP 3.0 Comprehensive Call Flow: Inbound

GED-125:
Label
8111111111110001

ICM sends Label consisting of the Type 7 Network VRU Label (81111111111), plus correlation ID (e.g.
10001). The complete Label is 8111111111110001.
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CVP 3.0 Comprehensive Call Flow: Inbound

VXML: Transfer call to

8111111111110001

The CVP Application Server converts the ICM VRU message to VXML and directs the CVP VB to
transfer the call to 8111111111110001.
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CVP 3.0 Comprehensive Call Flow: Inbound

Gatekeeper query

CVP Voice Browser queries the Gatekeeper. Gatekeeper maps DNIS (811111*) to endpoint
10.86.180.192 (Gateway Voice Browser).
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CVP 3.0 Comprehensive Call Flow: Inbound

H323: re-direct call

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.
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13

CVP 3.0 Comprehensive Call Flow: Inbound

HTTP: new call

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.
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CVP 3.0 Comprehensive Call Flow: Inbound

GED-125:
Request_instructions
Corr ID 10001

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.
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CVP 3.0 Comprehensive Call Flow: Inbound

Cont. ICM Script

ICM recognizes the correlation ID and continues in the script where it left off right after the Send
to VRU Node.
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IVR Treatment

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CVP 3.0 Comprehensive Call Flow: IVR

RunExtScript

GED-125:
RunScript
GD,getacctnum

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.
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CVP 3.0 Comprehensive Call Flow: IVR

VXML: GD,getacctnum

CVP Application Server directs Gateway Voice Browser to run GD,getacctnum using ASR or TTS.
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CVP 3.0 Comprehensive Call Flow: IVR

http://10.86.180.190/en-us/app/cus1/getacctnum.wav

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.
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CVP 3.0 Comprehensive Call Flow: IVR

MRCP

Caller SPEAKS account number ASR/TTS engine listens and recognizes callers speech.
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CVP 3.0 Comprehensive Call Flow: IVR

VXML: success plus callers speech

Gateway Voice Browser reports results back to Application Server.

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CVP 3.0 Comprehensive Call Flow: IVR

GED-125:
ScriptResult=1
CallerEnteredDigits=123456

CVP Application Server reports ScriptResult=1 (success). Since the microapp was GD (get digits),
the callers speech (e.g.
123456) is stored in variable Call.CallerEnteredDigits.
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23

CVP 3.0 Comprehensive Call Flow: IVR

Cont. ICM Script

DB Lookup

ICM uses CEDs to retrieve callers accout information from external database, using DB Lookup or
Application Gateway.
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CVP 3.0 Comprehensive Call Flow: IVR

Queue to SG
RunExtScript

GED-125:
RunScript
PM,pleasehold

PG

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
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PM,pleasehold.

25

CVP 3.0 Comprehensive Call Flow: IVR

VXML: PM, pleasehold

CVP Application Server directs Gateway Voice Browser to run PM,pleasehold.

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CVP 3.0 Comprehensive Call Flow: IVR

http://10.86.180.190/en-us/app/cus1/pleasehold.wav

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.
27
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IP Transfer 1:
From CVP to an IPCC Agent

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CVP 3.0 Comprehensive Call Flow: IP Xfer 1

GED-125:
Connect to
19789110004

PG
JTAPI

Meanwhile, IPCC Agent 1004 becomes available, and ICM decides to route the call to them. ICM
sends a Label to the 2003
CVP
that corresponds to Agent 1004s device target: 19789110004.
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CVP 3.0 Comprehensive Call Flow: IP Xfer 1

VXML: Transfer call to

19789110004

Because the CVP Voice Browser still controls the call, the Application Server sends it the Label
19789110004.
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CVP 3.0 Comprehensive Call Flow: IP Xfer 1

Gatekeeper query

CVP Voice Browser queries the Gatekeeper. Gatekeeper maps the Device Target Label (197891*) to
endpoint 10.86.180.187 (Cisco Call Manager).
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CVP 3.0 Comprehensive Call Flow: IP Xfer 1

H323: pull back and

re-direct call

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.
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CVP 3.0 Comprehensive Call Flow: IP Xfer 1

H323: call setup

CISCO IP PHO NE
7 9 60

ABC

message s

5
J KL

settin gs

6
MNO

TUV

WXYZ

OPER

direct orie s

DEF
services

4
GHI

PQRS

Agent 1004

Incoming Gateway and CCM setup call to Agent Xs phone. CVP VB retains call control.
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33

IP Transfer 2:
Subsequent IP Transfer
from IPCC Agent

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CVP 3.0 Comprehensive Call Flow: IP Xfer 2

CTI

CTI

CISCO IP P HONE
7 960

AB C

mes sages

DEF
services

GHI

PQ RS

JKL

direct ories

se tt ings

MN O

TU V

WXYZ

O PER

Agent 1004

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.
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CVP 3.0 Comprehensive Call Flow: IP Xfer 2

RunExtScript
(Send to VRU)

Run ICM Script

CISCO IP P HONE
7 960

AB C

mes sages

DEF
services

GHI

PQ RS

JKL

direct ories

se tt ings

MN O

TU V

WXYZ

O PER

Agent 1004

50001 is configured in ICMs Dialed Number Plan to trigger an ICM script. In that script is a Run External
Script, but before thiscan
be executed, there is an implied Send to VRU, so Label 811111111111000236is
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sent (Type 7 VRU label 2003
plus
new correlation id).

CVP 3.0 Comprehensive Call Flow: IP Xfer 2

VXML: Transfer call to

8111111111110002

CISCO IP P HONE
7 960

AB C

mes sages

DEF
services

GHI

PQ RS

JKL

direct ories

se tt ings

MN O

TU V

WXYZ

O PER

Agent 1004

The CVP Application Server converts the ICM VRU message to VXML and directs the CVP VB to
transfer the call to 8111111111110002.
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37

CVP 3.0 Comprehensive Call Flow: IP Xfer 2

Gatekeeper query

CISCO IP P HONE
7 960

AB C

mes sages

DEF
services

GHI

PQ RS

JKL

direct ories

se tt ings

MN O

TU V

WXYZ

O PER

Agent 1004

CVP Voice Browser queries the Gatekeeper. Gatekeeper maps the Label (811111*) to endpoint
10.86.180.192 (Gateway Voice Browser).
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38

CVP 3.0 Comprehensive Call Flow: IP Xfer 2

H323: pull back and

re-direct call

CISCO IP P HONE
7 960

AB C

mes sages

DEF
services

GHI

PQ RS

JKL

direct ories

se tt ings

MN O

TU V

WXYZ

O PER

Agent 1004

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.
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39

CVP 3.0 Comprehensive Call Flow: IP Xfer 2

HTTP: new call

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.
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40

CVP 3.0 Comprehensive Call Flow: IP Xfer 2

GED-125:
Request_instructions
Corr ID 10002

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.
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41

CVP 3.0 Comprehensive Call Flow: IP Xfer 2

Cont. ICM Script

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
42
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skillgroup.

DTMF Transfer

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CVP 3.0 Comprehensive Call Flow: DTMF Xfer

Cont. ICM Script

Label

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.
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44

CVP 3.0 Comprehensive Call Flow: DTMF Xfer

GED-125:
Connect to
DTMF*899

ICM picks a destination (remote ACD service, skillgroup, etc.) and sends a Label back to CVP with
the text DTMF*899
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45

CVP 3.0 Comprehensive Call Flow: DTMF Xfer

VXML: Outpulse *899

Application Server directs CVP VB to outpulse *899.

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46

CVP 3.0 Comprehensive Call Flow: DTMF Xfer

H.245: outpulse *899

Outpulse *899

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
47
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the call.

CVP 3.0 Comprehensive Call Flow: DTMF Xfer

Take-back by carrier

Carrier pulls back call and re-directs within its network. Call effectively disappears from VoIP network.
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48

Q&A

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reserved.

49