Quick Setup Guide

CHAPTER
4-1
Getting Started with Cisco Unified IP IVR, Release 6.0(1)
4
Basic Call and Contact Flow Concepts
This chapter contains the following:
• Relationships Between Tasks, Sessions, Contacts, and Channels, page 4-1
• Frequently Asked Questions on a CM Telephony Call Flow Outside of Unified CCE, page 4-2
• An HTTP Contact Flow Outside of Unified CCE, page 4-3
• A Summary of the Unified IP IVR Contact Flow Outside of Unified CCE, page 4-4
• Important Unified CM Configuration Dependencies, page 4-5
• Understanding How Calls Go Through the Unified CCE System, page 4-6
• Debugging Problems in the Unified IP IVR System, page 4-11
• Important Unified ICME Configuration Dependencies, page 4-12
When installing and configuring your Unified IP IVR, you should understand the concepts, call flows,
and configuration dependencies described in this chapter.
Relationships Between Tasks, Sessions, Contacts, and
Channels
When installing and configuring Unified IP IVR, you must understand the concepts, call flows, and
configuration dependencies explained in this section:
• Task. CRS receives the incoming call/contact signal on a Trigger, which is then assigned an
Application. The application can be a workflow application, a CM Telephony application, (and in a
Unified CCE system) an ICM Translation Routing application or an ICM Post-Routing application.
When CRS accepts the contact, the application starts an application task. The application task in turn
invokes an instance of a script associated with the application.
• Session. A session tracksContacts as they move around the system. This enables information to be
shared among contacts that are related to the same session.
When a contact is received (inbound) or initiated (outbound), CRS checks to see if an existing
session already exists with that contact's Implementation ID. The Implementation ID is the Unified
CM Global CallID plus the Unified CM node (GCID/<node>). If a session already exists for the
contact, CRS associates it with that session. If no session already exists for the contact, CRS
automatically creates one.
After the contact ends, the session remains idle in memory for a default period of 30 minutes before
being automatically deleted.