PCCE Inbound Call Flow Overview
Uploaded by
waqar chPCCE Inbound Call Flow Overview
Uploaded by
waqar chCommon questions
Powered by AIThe sequence of interactions in Cisco PCCE begins with the call arriving from PSTN and routing through CUBE to the CVP Call Server. The CVP sends a route request to ICM Router via PG, evaluates script logic, and selects a Skill Group/agent. CUCM then receives instructions to ring an agent's phone, updating Finesse. Real-time updates ensure accurate reporting and monitoring during the process .
In the Cisco PCCE architecture, the ICM Router evaluates user input collected from the CVP and uses script logic to select an agent. This involves checking the availability of Skill Groups, determining the agent’s Directory Number or Extension, sending instructions via the PG to the CTI Server, and ultimately causing the CUCM to ring the selected agent’s phone .
The initial call setup in the Cisco PCCE system for an inbound voice call begins when the call arrives from the PSTN and is forwarded to the CUBE via SIP. The CUBE then sends a SIP INVITE to the CVP Call Server, starting the call interaction process .
During a call in the Cisco PCCE system, user input is facilitated by the CVP interacting with the VXML Server, which plays IVR prompts and collects inputs using DTMF. This is significant as it directs subsequent routing decisions processed by the ICM Router, aiding in efficient agent selection and service personalization .
In the final stages of an inbound call in the Cisco PCCE system, the CUCM is responsible for ringing the agent’s phone and connecting the call media through CUBE to the agent phone. It also notifies the Finesse desktop for user interface updates via CTI/JTAPI events, ensuring the agent is aware of the incoming call .
The Cisco PCCE system integrates various protocols to manage call routing efficiently. It uses SIP for initial call handling between PSTN, CUBE, and CVP; GED-125 for routing requests and script execution between CVP and ICM Router; HTTP/VoiceXML for IVR interactions with VXML Server; and JTAPI/SCCP for CUCM communication with phones. This multi-protocol approach ensures seamless call processing and resource allocation .
The VXML Server in the Cisco PCCE system interacts primarily with the CVP Call Server via an HTTP request. Its primary functions include returning a VoiceXML script that enables the CVP to play IVR prompts (such as 'Press 1 for Sales') and to collect user inputs through DTMF, which are then sent back to the ICM for further processing .
Real-time reporting in the Cisco PCCE environment is ensured through updates from the CTI Server to both CUIC and Finesse. These updates reflect changes such as the agent’s state to 'Talking' and are communicated via the PG to the Router, facilitating real-time monitoring and status updates .
The CTI server in the Cisco PCCE setup significantly contributes by relaying call events and states to Finesse. This ensures that the Finesse desktop is promptly updated when an agent's phone rings or a call state changes, enabling agents to handle calls efficiently and providing real-time interaction data to supervisors for monitoring .
The communication between the CVP Call Server and the ICM Router uses the GED-125 protocol. This protocol is crucial as it facilitates the sending of route requests from the CVP to the ICM Router via the PG, which then executes a routing script to determine the next step in the call flow .