Information Technology Reference
In-Depth Information
Cisco
CUCM
FIguRE 6-1
Typical UCCX Express
Call Flow
UCCX
3
4
5
2
1
PSTN
V
7
6
Agent's
Phones/PCs
Supervisor's
Phones/PCs
The call flow shown in
Figure 6-1
involves the following steps:
1.
The voice gateway receives an incoming call from the PSTN.
2.
The voice gateway routes the call depending on instructions from CUCM (using MGCP/H.323).
3.
The dialed number for the call corresponds to a CTI route point associated with an UCCX/CRS JTAPI user, so a JTAPI route
request is sent to UCCX.
4.
UCCX selects a CTI port and responds to CUCM with the extension. CUCM then sends a setup message to UCCX, which
corresponds to a script (which often specifies a greeting followed by a prompt). The script causes the call to be answered
(Accept step in the script), and a RTP stream is established between the designated CTI port on UCCX and the port on the
voice gateway.
