Table of Contents
What is UCCX call flow?
UCCX is a solution that includes ACD/IVR/Agent desktop and CUIC reporting, call flow is very straight forward calls arrive via ingress gateway –> CUCM (CTI RP, CTI port) –> CCX (trigger) –> CCX application –> CCX script.
What are the components of Ucce?
The major components are CallRouter, Logger, Peripheral Gateway, and the Administration & Data Server/Administration Client.
What is CVP in Ucce?
Cisco Unified Customer Voice Portal (CVP) sets a new standard for extending automated self-service beyond the limits of traditional interactive voice response (IVR) systems and enterprise voice portal platforms.
What are Dequeued calls in Cisco?
What does Call Dequeue Mean in Cisco UCCX? If the call waits too long in the queue, your routing script may send the call to another queue or a phone number. In this case, the call is taken out of the current queue and marked as “Dequeued” in the reports.
What is Ucce?
Cisco Unified Contact Center Enterprise (UCCE) provides a powerful solution for intelligent call routing, multichannel communications and application integration.
What are calls Dequeued?
If the call waits too long in the queue, your routing script may send the call to another queue or a phone number. In this case, the call is taken out of the current queue and marked as “Dequeued” in the reports. So, the call is not abandoned or answered but taken out of the queue and sent to an alternate destination.
What is Cisco CTI?
The Cisco Unified Contact Center Express Computer Telephony Integration (CTI) Protocol is a set of rules and message definitions for enabling a client to receive telephony information and control telephony functions through Unified CCX such as making and receiving voice calls and caller identification.
What is CTI failure?
CTI Failover When Finesse is used in a duplex Unified CCE deployment, and it loses connection to the A Side CTI server, it tries to connect once to the B side CTI server. If this attempt fails, Finesse then tries to reconnect to the A Side CTI server.
How does Cisco call Manager work?
CUCM uses SIP or SCCP to communicate with Cisco IP Phones for call setup and teardown and for supplementary service tasks. After a call has been set up, media exchange occurs directly between the Cisco IP Phones across the IP network, using the Real-Time Transport Protocol (RTP) to carry the audio.
What is CTI port?
A CTI Port is a virtual port. It is analogous to a trunk line in a traditional ACD or PBX setting. i.e The CTI Port allows access to the Post Routing capabilities of the IP-IVR. A CTI Route Point is a virtual device that can receive multiple simultaneous calls for the purpose of application-controlled redirection.
What is CTI service Cucm?
It’s used to integrate other servers to CUCM, such as contact center (UCCX), Emergency Responder (CER). The short summary is it allows external applications to hook into call manager by creating “fake phones” which are CTI ports as well as send calls to an application via CTI Route Points.
What is CUCM IM and presence?
Description: Cisco Unified Communications Manager Instant Messaging (IM) and Presence Service provides native standards-based dual-protocol enterprise instant messaging and network-based presence as part of Cisco Unified Communications.
What is the UCCE comprehensive call flow?
The UCCE comprehensive call flow is Public Switched telephone network (PSTN) > Ingress Gateway > Cisco Unified Customer Voice Portal (CVP) > Intelligent Contact Management (ICM) ( return Agent Label) > CVP > Cisco Unified Communications Manager (CUCM) > Agent IP Phone. SIP/TLS is introduced on UCCE version 11.6.
What SIP legs does Cisco UCCE use?
All other SIP legs use SIP over TLS (CA signed). The UCCE comprehensive call flow is Public Switched telephone network (PSTN) > Ingress Gateway > Cisco Unified Customer Voice Portal (CVP) > Intelligent Contact Management (ICM) ( return Agent Label) > CVP > Cisco Unified Communications Manager (CUCM) > Agent IP Phone.
What is a contact center call flow?
Contact Center call flows are fundamental to the successful implementation and support of Customer Voice Portal (CVP) and IP Interactive Voice Response (IP IVR) deployment models. The session is based on the Unified Contact Center Enterprise (UCCE) Technical Assistance Center (TAC) team experience and knowledge gained over years working for Cisco.