Formation ICM

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Call Flow ICM exploitation

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Configurer LAB
Composants CCM
AW,
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LAB
M ICM &
PG Recapitulatif
et
Bilan
1
 ICM
partie 1

Présentation ICM (composants internes, résilience)

Call Flow

Formation ICM
Avril 2010
Damien DEMONCHY
Architecture ICM
 Architecture ICM

Contrôleur
Central ICR

NICR

Réseaux
Clients

CICR 1 CICR 2 CICR 3

Réseaux Réseaux Réseaux

Clients Clients Clients

4
Architecture ICM

5
Architecture ICM

6
 Deployment Models
Some ICM Deployments:
– Single Site Routers and Loggers
– Single Site Roggers
– Single Site Proggers
– Multi-Site
– Multi-Site Geographically Distributed

Note: Reference the Pre-Installation Planning

Guides for other deployment configurations

7
 Single Site Deployment (Routers,
Loggers)
• Central Controller with Routers and Loggers

Private

Central Controller is not

ACD/IVR ACD/IVR
Geographically Distributed PG SideA PG SideB

Public / Visible

Router Router

Carrier
Logger Logger
ACD IVR
Admin SAN Network
Workstation/ HDS
Private
Central Controller Side A Central Controller Side B

8
 Single Site Deployment (Roggers)

• Central Controller with Roggers (Router and

Logger on same physical machine)
Private

Central Controller is not

ACD/IVR ACD/IVR
Geographically Distributed PG SideA PG SideB

Public / Visible

Rogger Carrier Rogger

ACD IVR
Admin SAN Network
Workstation/ HDS
Private
Central Controller Side A Central Controller Side B

9
 Single Site Deployment (Proggers)

• Central Controller with Proggers (Router,

Logger and Peripheral Gateway on same
physical machine)

Central Controller is not

Geographically Distributed
Public / Visible

Progger Carrier Progger

ACD IVR
Admin SAN Network
Workstation/ HDS
Private
Central Controller Side A Central Controller Side B

10
 Multi Site Deployment
Private Private

Carrier PG1A PG1B PG2A PG2B Carrier

ACD ACD

Public (visible) Public (visible)

Public (visible) Public (visible)

Logger Router Router Logger

Carrier

SAN Network
Admin Workstation Admin Workstation

Private Private
Central Controller Side A Central Controller Side B

11
Multi Site Deployment Geographically
Distributed
Private Private

Carrier PG1A PG1B PG2A PG2B Carrier

ACD ACD

Public (visible) Public (visible)

Public (visible) Public (visible)

Logger Router Carrier Router Logger

Admin Workstation SAN Network Admin Workstation

Private Private

Central Controller Side A Central Controller Side B

12
Multi Site Deployment

13
Cisco ICM QoS
 Cisco ICM QoS (Quality of Service)

Quality of Service is a set of capabilities that enables you

to define a level of performance in a data communications
network.

• Allows you to create differentiated services for

network traffic, thereby providing better service for
selected network traffic.
• Eliminates the need of having dedicated leased lines
for connection with ICM components.

15
 Cisco ICM QoS (Quality of Service)
The following tasks must be considered when planning to
implement a QoS compliant network in an ICM
environment

• Where to mark traffic

• Determine QoS markings
• Projected bandwidth requirements
• Configuring QoS on IP routers
• Installing Microsoft Packet Scheduler (optional)
• Installing and configuring 802.1p ip-capable network
components (optional)
16
Significant ICM processes
 Significant ICM Processes

The following will provide a brief description of the

“significant” processes used by each of the major ICM
components.

The major components are described as:

• Call Router
• Logger
• PG
• AW (Distributor)

18
Composants et Process ICM

Controleur Central AW

19
 Functional Description
Logger Router Dist AW
9
RTServer RTDist
5 8 10
Logger Router RTClient
11
3 2 6 UpdateAW

DBAgent 13
4 12 configlogger 14

1 7
15 AWDB
CC DB upcc.dll AWRTClient
Configure ICM (AW)
20
Composants et Process ICM

Contrôleur Central Side A Contrôleur Central Side B

LGR RTR RTR LGR

Router ! Router !

 synchronisation 
(lien privé)
... mds mds ...


logger dbagent ccagent ccagent dbagent logger

 

ACD
WAN
PG !


Site Client

21
Composants et Process ICM

22
 Simple Call Flow (Pre-Route)
7

ACD1 PG1a PG1b PG2a PG2b ACD2 PG3a PG3b vru1

8

6
9

10 11

CallRouter Logger

2 3 4
Visible/Public
Carrier Network NIC
Private
5
23
Call Router Processes
 Router Processes
Router

The Routing “engine” used by ICM to process route requests as well as

collect information from the entire ICM complex

25
 Router Processes
mdsproc (Message Delivery Service)

Provides Message delivery between processes.

26
 Router Processes
ccagent (Central Controller Agent)

Based on the number of PG’s configured during setup, ccagent reports

how many of the configured PG’s are “in service”. All unsolicited
information from the pgagent process on the PG arrives on the Router
via ccagent

27
 Router Processes
gennic (Generic NIC)

There are many different types of NIC’s. Each type will be

represented by a different process name. Consult the ICM
Installation guide for available NIC types

28
 Router Processes
rtsvr (Real-Time Server)

Forwards real time data to Admin Workstations.

29
 Router Processes
rtclient (Real-Time Client)

Accepts connections from Admin Workstations.

30
 Router Processes
dbworker (Database Worker)

Connects to an external database used to make routing decisions.

Database Routing must be selected when configuring the Router during
setup

31
 Router Processes
AppGW (Application Gateway)

Allows a routing script to pass data to an external application and

receive data in return which can be used in routing decisions

32
 Functional Description (Router Processes)
Process
Prefix Description
Name
Central Controller DMP Agent. Device Management Protocol Agent that manages
ccag CCAGENT session layer communications with ICM nodes.
Central Controller Database Agent. Communications process that validates access to
dba DBAGENT the central database.
Host Database Lookup. Process that queries external databases and uses resulting
dbw DBWORKER data in call routing.
Message Delivery Service. Process that provides reliable message delivery between
mds MDSPROC ICM processes.
Node Manager. Process that manages, restarts, and initializes processes on each ICM
nm NODEMAN Node
Node Manager Manager. Process that manages, restarts, and initializes the Node
nmm NMM Manager process on each ICM Node.
Call Router. Process that receives call routing requests, determines call destinations,
rtr ROUTER and collects information about the entire system.
Generic NIC used for testing purposes only. Others would be Sprint NIC; INAP NIC,
nic GENNIC etc.
Network ICM process that connects to Customer ICM ICMPNIC process. Passes the
cic CIC route request to another ICM system
Application Gateway. Allows a routing script to pass data to an external application
agi APPGW and receive data in return which can be used in routing decisions.
Real Time Server. Process that takes real-time data retrieved from PGs and forwards it
rts RTSERVER to Admin Workstations
33
Logger Processes
 Logger Processes
configlogger (Configuration Logger)

Stores configuration data in the Central Controller database.

35
 Logger Processes
histlogger (Historical Logger)

Stores historical data in the Central Controller database.

36
 Logger Processes
recovery

Recovers historical data using Recovery Keys

37
 Logger Processes
replication

Replicates historical data from the Central

Controller to the HDS

38
 Functional Description (Logger Processes)

Prefix Process Name Description

Configuration Database Logger. Process that stores configuration data in the central
clgr CONFIGLOGGER database.
Historical Database Logger. Process that stores historical data in the central
hlgr HISTLOGGER database.
Customer Support Data Transfer Process. Transfers events from the Logger to your
dtp DTP ICM support provider.
Customer Support Forwarding Service. Receives, filters, and saves appropriate
csfs CSFS events for delivery to your ICM support provider.
Node Manager. Process that manages, restarts, and initializes processes on each ICM
nm NODEMAN Node
Node Manager Manager. Process that manages, restarts, and initializes the Node
nmm NMM Manager process on each ICM Node.

rcv RECOVERY Central Database Recovery. Recovers central database historical data.

rpl REPLICATION Replicates data from the Logger historical database to the HDS

CICM
crpl CICM Replication (hosted environment only)
REPLICATION
sef SERIALFD Serial Event Feed. Provides an alarm feed to an external management station.

39
Node Manager
 Node Manager
Functional Description (Node Manager)

• Node Manager is an application (executable), installed as a

Windows Service, that is loaded when the Node is started
• One Node Manager per ICM Node (e.g. Router, Logger, PG, CG,
AW)
• Starts processes as specified by its registry configuration
• Each process has a Node Manager registry key under
– HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<cust>\<node>\NodeManager\CurrentVersion\Processes
• Node Manager must be restarted to read changes to registry
• Monitors processes and restarts them if they fail or hang
• Can request system reboot if critical process fails (configured
during setup)
41
 Functional Description (Service Control)
Service Control

ICM Service Control allows you to view, start, and stop all Windows
services related to ICM software

Service Control Windows Services

42
 Functional Description (Node Manager)
Node Manager

One nodeman.exe and one nmm.exe for each installed ICM Node

43
 Composants et Process ICM
Router NICR Router CICR
CC CC
Node Manager Manager (nmm) side A side B
Contrôle du Node Manager
Node Manager (nm)
Contrôle des processus applicatifs
Message Delivery Service (mds)
Echanges entre les différents processus WAN
Synchronisation des sides en mode Duplex ACD

FTNic INCRPNIC cg pgagent

Interface avec le PCS FT Interface avec le Router NICR
Router opc mds
Traitement des demandes de routage
Synthèse des informations provenant du réseau Client PG pim

DBAgent
Validation des accès à la base de données Logger
RTServer
Diffusion des informations Temps Réel vers les AWS Logger
CCAgent Node Manager Manager (nmm)
Interface avec les PG Contrôle du Node Manager
DBWorker Node Manager (nm)
Accès à des bases de données Contrôle des processus applicatifs
Client exploitées dans les scripts
Message Delivery Service (mds)
AppGateway Echanges entre les différents processus du Logger et le Router
Accès à des applications Client
exploitées dans les scripts Logger
Contrôle de la base de données (configuration et historique)
CIC
Echanges avec les CICR Recovery 44
Resynchronisation des données historiques en tâche de fond
Résilience ICM
 ICM Fault Tolerance
MDS (Message Delivery Service)

– Provides message delivery between “local” processes

– Handles splitting and synchronization of messages
– Handles duplicate output messages (with agent processes)
– All messages sent from one “local” process to another go
through MDS
– One MDS process is enabled the other is disabled
– MDS processes are said to operate in “paired” or “isolated”
mode

46
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD

Visible/Public Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

47
 ICM Fault Tolerance
Central Controller Initialization

In this example the scenario can be the following:

– The “B” side of the Central Controller is recovering
from a failure, or the Central controller is coming up
for the first time
– The behavior for both scenarios is the same

48
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD
Running
Alone
Visible/Public Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

49
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD

Visible/Public Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

50
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD
I’m duplexed.
Is my partner
Visible/Public still alive? Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

51
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD

Visible/Public Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

52
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD
Yes, I’m
enabled
Visible/Public Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

53
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD
Request State
Transfer
Visible/Public Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

54
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD

Build State
Visible/Public Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

55
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD
Is my config
Up to date?
Visible/Public Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

56
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD Yes or No. ACD
If no, here is
the updated
Visible/Public info Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

57
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD
Am I missing
any historical
Visible/Public data? Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

58
 ICM Fault Tolerance
Active Active
PG1A PG2A
Connection Connection
Side A Side B
ACD ACD
Yes.
Here it is
Visible/Public Visible/Public

RCV CCAG CCAG RCV

Carrier Network
SQL Router Router SQL
NIC NIC

MDS MDS
Synchronized
Logger Enabled Disabled Logger
Synchronizer Zone Synchronizer

Logger Router Router Logger

Private Private

59
Central Controller Failure
Scenarios
 Failure Scenario (Single Logger)
Single Logger
Side A Side B

LGR RTR RTR LGR

– ICM continues to run without interruption

– When the failed Logger returns to service, the Loggers
return to Synchronized Execution

61
 Failure Scenario (Single Router)
Single Router
Side A Side B

LGR RTR RTR LGR

– ICM continues to run without interruption

– The Central Controller runs as a Simplexed system
– When the Router returns to service, both Routers and
Loggers return to Synchronized Execution

62
Failure Scenario (Logger and Router
on opposite sides)
Logger and Router (opposite sides)
Side A Side B

LGR RTR RTR LGR

– ICM continues to run without interruption

– Data in both Databases slowly becomes out of date and
historical data is lost
– When the Router and Logger return to service, both
Routers and Loggers return to Synchronized Execution

63
 Failure Scenario (Both Loggers)
Both Loggers
Side A Side B

LGR RTR RTR LGR

– ICM continues to run without interruption

– All reporting Functions are lost until at least one logger
returns to service
– Configuration changes cannot be made
– Routers use configuration and 0 – 5 minute data in
Router Memory to Route Calls 64
 Failure Scenario (One Side)
One Side
Side A Side B

LGR RTR RTR LGR

– ICM continues to run without interruption

– Operates in Simplexed mode
– When the failed side returns to service, both Routers and
Loggers return to Synchronized Execution

65
 Failure Scenario (Both Routers)
Both Routers
Side A Side B

LGR RTR RTR LGR

– ICM call routing is temporarily disrupted (extremely rare)

66
Call Flow
CallFlow

68
 CallFlow – Pre-routing (agent dispo)
4
Customer
Call Type

1 Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
5 2 Server

Device Target
9
Label
Call Manager

Gateway
6 3
7 IP IVR

CAD CAD
9501 9502

69
 CallFlow – Pre-routing (agent non-
dispo)
4
Customer
Call Type

1 Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
5 2 Server

Device Target

Label

6
Call Manager 7
8 3
Gateway IP IVR

9 8106
8107
8108
8109
CAD CAD 8110
9501 9502
70
CTI Port Group 85
CallFlow – Pre-routing (agent non-
dispo)

71
CallFlow – Pre-routing (agent non-
dispo)

72
 CallFlow – Post-routage (agent dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

73
CallFlow – Post-routage (agent
dispo)

74
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

75
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

76
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

77
CallFlow – Post-routage (agent
dispo)

78
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

79
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

80
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

81
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

82
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

83
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

84
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

85
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Device Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

86
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Device Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

87
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Device Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

88
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Device Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

89
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Device Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

90
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Device Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

91
 CallFlow – Post-routage (agent
dispo)
Customer
Call Type

Schedule
ICM Central
Controller
Script
IXC
Skill Target
CM PG CTI IP IVR PG Route
Server

Device Target

Label
Call Manager

Gateway
IP IVR 8101
8102
8103
8104
CAD CAD CTI Port Group 80
9501 9502

92
 Call Flow Basic avec IVR

1. Call delivered from PSTN to voice gateway.

2. MGCP or H.323 Route Request sent to Cisco Unified CallManager.
3. JTAPI Route Request sent to ICM.
4. ICM runs routing script. No available agent found, so Unified IP IVR label returned from routing
script.
5. ICM instructs Cisco Unified CallManager to transfer call to Unified IP IVR, and Cisco Unified
CallManager does as instructed.
6. Unified IP IVR notifies ICM that call has arrived.
7. ICM instructs Unified IP IVR to play queue announcements.
8. Agent becomes ready .
9. ICM sends call data to selected agent screen and instructs the Unified IP IVR to transfer the call to
the agent phone. 93
10. Unified IP IVR transfers the VoIP voice path to selected agent phone.
11. Call is answered by agent.
Call Flow Basic avec CVP

1. Call is delivered from PSTN to ingress voice gateway.

2. Voice gateway sends H. 225 request to Unified CVP for the
incoming call.
3. Unified CVP sends GED-125 request to ICM, requesting
instructions.
4. ICM runs routing scripts and instructs Unified CVP for prompting
and announcements
5. Agent becomes ready (completed previous call or just went
ready).
6. ICM instructs Unified CVP using GED-125 to send the call to the
available agent on Cisco Unified CallManager.
7. ICM sends call data to selected agent screen.
8. Unified CVP transfers the VoIP voice path to the selected agent
phone on Cisco Unified
CallManager.
9. Call is answered by the agent.

94
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation
Server

Incoming 10.86.180.189
PSTN caller Gateway*
Media
Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

•ISN 2.1 Comprehensive Architecture 95

 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation
Server
New call arrives
Incoming 10.86.180.189
PSTN caller Gateway*
Media
Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

96
•Call arrives from PSTN – DNIS (e.g. 18005550107) matches VoIP dial-peer.
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation
Server

Incoming 10.86.180.189
PSTN caller Gateway*
Media
Gatekeeper query
Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

•Gateway queries Gatekeeper – Gatekeeper maps DNIS to endpoint 10.86.180.189 (ISN VB). 97
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation
Server

Incoming 10.86.180.189
PSTN caller Gateway*
Media
Call setup Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

•Call leg is set up and temporarily established to the ISN Voice Browser, which now has call control.
98
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation
Server

Incoming 10.86.180.189
PSTN caller Gateway*

HTTP: New call Media

Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

•ISN VB issues HTTP “new call” request to ISN Application Server. 99

 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation GED-125: New_call
Server
Dialed Number 18005550107
Incoming 10.86.180.189
PSTN caller Gateway*
Media
Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

•ISN runs a VXML program and sends “new_call” VRU message to PG and ICM. 100
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources
Send to VRU
H.323 Gatekeeper Voice Appli- Run ICM Script
Browser cation
Server

Incoming 10.86.180.189
PSTN caller Gateway*
Media
Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

•ICM maps DNIS / Dialed Number to an ICM Script, which runs a “Send to VRU” node. 101
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation GED-125:
Server Label
8111111111110001
Incoming 10.86.180.189
PSTN caller Gateway*
Media
Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

•ICM sends Label consisting of the Type 7 Network VRU Label (81111111111), plus correlation ID (e.g.
10001). The complete Label is 8111111111110001.
102
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation
Server

Incoming 10.86.180.189
PSTN caller Gateway*
VXML: Transfer call to Media
8111111111110001 Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

•The ISN Application Server converts the ICM VRU message to VXML and directs the ISN VB to
transfer the call to 8111111111110001.
103
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation
Server

Incoming 10.86.180.189
PSTN caller Gateway*
Gatekeeper query Media
Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

•ISN Voice Browser queries the Gatekeeper. Gatekeeper maps DNIS (811111*) to endpoint 10.86.180.192
(Gateway Voice Browser).
104
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation
Server

Incoming 10.86.180.189
PSTN caller Gateway*
Media
Server
10.86.180.190
H323: re-direct call

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

•ISN Voice Browser directs Incoming Gateway to tear down call from it and re-establish to 105
10.86.180.192. ISN VB retains call control.
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation
Server

Incoming 10.86.180.189
PSTN caller Gateway*
Media
Server
10.86.180.190
HTTP: new call

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

Call arrives on Gateway Voice Browser and matches a dial-peer that triggers a VXML application.
VXML application sends HTTP request to Application Server with DNIS 8111111111110001.
106
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli-

Browser cation
Server GED-125:
Request_instructions
Incoming 10.86.180.189 Corr ID 10001
PSTN caller Gateway*
Media
Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

Application server parses DNIS into Dialed Number 81111111111 and correlation ID 10001 and sends
this information as part of a “Request_instructions” messages to ICM.
107
 CVP Comprehensive Call Flow:
Inbound
ICM
ISN VRU Customer Data
PG Sources

H.323 Gatekeeper Voice Appli- Cont. ICM Script

Browser cation
Server

Incoming 10.86.180.189
PSTN caller Gateway*
Media
Server
10.86.180.190

RTP

H.225
Call Control Destination Gateway
(CCM or Gateway to TDM
Voice Browser ACD)
Gateway* VoIP 10.86.180.187
10.86.180.192 ASR/TTS Network
Engine
* Gateways logically depicted as separate, but can be same physical platform.

ICM recognizes the correlation ID and continues in the script where it left off – right after the “Send to
VRU Node.”
108