Quick Setup Guide

4-4
Getting Started with Cisco Unified IP IVR, Release 6.0(1)
Chapter 4 Basic Call and Contact Flow Concepts
A Summary of the Unified IP IVR Contact Flow Outside of Unified CCE
A Summary of the Unified IP IVR Contact Flow Outside of
Unified CCE
Figure 4-1 is a simplified block diagram of a contact flow outside of Unified CCE.
Figure 4-1 Basic Contact Flow Outside of Unified CCE
The following are the steps a call or contact takes within a Unified IP IVR systemwith Unified CM but
without Unified CCE:
1. The caller dials the desired phone number or enters a Web address.
2. CRS receives the contact signal at the phone number trigger point or the Web address trigger point.
3. CRS determines which CTI port to take the contact on and sends a Redirect Request to CTI in the
Unified CM to send the contact to the port:
– If the contact is a call, then the CRS system looks for a CTI port in the CM Telephony Call
Control Group assigned to the trigger (the phone number).
– If the contact is a Web connection, then the CRS system looks for a CTI port in the HTTP
Control Group assigned to the trigger (the URL).
4. Unified CM sends the contact to the specified CTI port.
5. The caller is presented to CRS on the CTI port.
6. CRS accepts the call.