Quick Setup Guide

4-2
Getting Started with Cisco Unified IP IVR, Release 6.0(1)
Chapter 4 Basic Call and Contact Flow Concepts
Frequently Asked Questions on a CM Telephony Call Flow Outside of Unified CCE
• Contact. A contact can be a Call, an HTTP request, or an e-mail. A contact carries attributes such
as creation time, state, language, and so on.
• Channel. Each type of contact can have various channel types associated with it. Channels are
allocated and associated with contacts as needed and are used to support performing actions on
contacts.
Different types of channels are allocated based on the type of contact and the type of dialogue that
needs to be supported between the CRS and the Contact. For example, a CM Telephony call that is
presented to CRS will be connected to a CTI Port. To support the call control event transfer, a "Call
Control" channel is allocated.
If the Trigger is associated to a Primary and or Secondary Dialogue Group, depending on the type,
a Media Channel or an MRCP channel will be allocated.
If an application is triggered by an HTTP Trigger, an HTTP Control Channel will be allocated.
Frequently Asked Questions on a CM Telephony Call Flow
Outside of Unified CCE
When deploying your system, you should understand the following about call flows and the Unified CM
configuration dependencies that can impact call flow:
• How is a call presented to the CRS system?
Caller > CTI Route Point. An incoming call is given to the CRS system on a Trigger, which is also
called a CTI Route Point. The trigger signals the CRS system through CM Telephony that there is
an incoming call.
CRS rejects the call if the Max Session limit has been hit for the Trigger or the Application to which
the trigger is assigned.
If there are available sessions, based on the Call Control Group assigned to the trigger, CRS searches
for an available CTI Port to receive the call. If it finds an available port, it sends a request to Unified
CM through CM (or CME) Telephony/CTI requesting that the caller be rerouted from the CTI Route
Point to the CTI Port.
The calling party is a GW (for a call from the PSTN) or an IP Phone (for an internal call into the
system).
• How does the CRS system determine which CTI Port to use?
A CRS Application requires a Trigger. The trigger type determines whether or not a port will be
required.
There are two types of triggers: CM Telephony and HTTP.
– If an application is started by dialing a phone number, it must have a CM or CME Telephony
Trigger.
– If an application is started by entering a URL, it must have an HTTP Trigger.
If an application is triggered by calling a CM Telephony Trigger:
a. The CRS system looks for an available CTI Port in theCM or CME Telephony Call Control
Group assigned to the Trigger.
b. CRS then requests the Unified CM or CME to Redirect the caller to the desired CTI Port.
c. The call is presented to the CTI Port.