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11. CCE 12. CCE Voice GW CCM Agent 2000 Agent 2001 Agent 2002 UCCE IVR Caller Q.931 MGCP JTAPI GED125 SCCP (1) (2) (5) (10) (7) (11) (3) (4) JTAPI : Peripheral Gateway (6) (9) CCE IP IVRCCE 13. 2
14. 2CCE
15. Routing Scrip Script 1 2 3 4 Script Routing Script 16. CCX ScriptCCE Script Caller Entered Digit Peripheral Variables Account Number ECC Variables 17. Routing Script
18. Routing Script ( ) Dialed Number Call Type Routing Script 19. Script Editor 20.
21. 22. 23.
24. CCE
25. Dialed Number Call Type Skill Group Routing Script 0120-123-456 0120-123-458 New_Application Lost_Card Account_Service 0120-123-457 New_Apply_Sg Lost_Card_Sg Acct_Svc_Sg New_App_Scr Lost_Card_Scr Acct_Svc_Scr 26. Dialed Number Call Type Skill Group Routing Script 03-1111-2222 052-555-6666 Tokyo Osaka Nagoya 06-3333-4444 Front_Line_Sg Front_Line_Scr 27.
28. Call Type Call Type Queue to Skill Group availableLongest Available Agent 29. Call TypeCall TypeCall Type Call Typeoverflow 30. 31.
32. CCE
33. If date()date(YYYY,MM,DD)YYYYMMDDYYYYMMDD date()160211 34. Call TypeMainMenu Call TypeClosedTimeClosedTime 95MainMenuClosedTime 95 35.
36. Persistent CCE Router 37. 95 95 userOpen1userOpen0 38. 39. CCE
40. 41.
42. CCE
43.
44. CCEIVR
45.
46. Translation Route to VRU
47. VRU Translation Route to VRU IP IVRVRU PIMService 48. VRU Translation Route to VRU Peripheral.pg1_2.Online && Network.TrunkGroup.ntgivr1.TrunksIdle > 0 pg1_2VRU PIMActive PIMVRU Peripheral.pg_2.OnlineVRU VRU PIM (pg1_2)Network Trunk GroupVRU ntgivr1Network Trunk Group Network.TrunkGroup.ntgivr1.TrunksIdleVRU Consider If ( )VRU Consider If 49. VRU(1/2) Network.TrunkGroup.ntgivr1.TrunksIdle Translation Route to VRU VRUVRU TrunksInServiceVRU VRUTrunksIdleVRU 50. VRU(2/2) Translation Route to VRU Select Max Value of ( ) VRU PIMNetwork Trunk Group ntgivr1VRUVRU Network.TrunkGroup.ntgivr1.TrunksIdle 51. VRU ScriptCCE Script Caller Entered Digit Peripheral Variables Account Number ECC Variables 52. CCE ScriptVRU Script
53. VRU ScriptCCE Script
54. VRU Script
55. IVR
56. CED
57.
58. 59.
60.
61.
62.
63. 64.
65. Select Select Skill Group 66. (1/3)
67. (2/3)
68. (3/3)
69.
70.
71.
CCE ( ACD deployment) 72.
73.
74. 75.
76. Peripheral Number Skill Target ID Supervisor Assist Call Enterprise Name 77.
78. 79. Skill Group Agent
80. (Label)
81. Label Label Routing ClientRouting Client Routing ClientVRU Label Routing ClientRouting ClientRouting Client Routing Client 82. LabelRouter Re-query
83.
84. 85.
86. CCE 87. UCCE
Skill Group A 1 2 3 4 Skill Group B 1 2 3 4 88.
Skill Group A 1 2 3 5 Skill Group B 1 2 3 4 89.
Skill Group A Skill Group B 1 2 3 4 1 2 3 4 1 2 3 4 2 2 3 3 4 4 1 1 1 1 90.
4 Skill Group A Skill Group B 1 2 3 4 1 2 3 1 2 3 4 3 3 4 4 1 1 1 1 2 2 91.
4 4 OrderL1 OrderL2 1 2 3 4 1 2 3 1 2 3 3 4 1 1 1 2 3 3 4 4 1 1 2 2 92.
4 4 OrderL1 OrderL2 1 2 3 4 1 2 3 1 2 3 3 4 1 1 1 2 3 3 4 4 1 1 2 2 93.
OrderL1 OrderL2 1 3 2 4 1 2 3 4 1 2 3 4 3 2 3 4 1 1 2 3 4 4 1 1 94.
4 4 OrderL1 OrderL2 1 3 2 4 1 2 3 1 2 3 3 4 1 1 2 3 4 4 1 1 3 2 95.
Skill Group A Skill Group B 1 2 3 4 1 2 3 4 1 2 3 4 4 2 1 3 2 4 1 1 3 1 96.
2 4 Skill Group A Skill Group B 1 2 3 4 1 3 1 2 3 4 1 3 2 4 1 1 3 1 4 2 97.
Skill Group A Skill Group B 1 2 3 4 1 2 3 4 1 2 3 4 1 1 4 2 3 3 1 4 2 1 98.
1 2 4 Skill Group A Skill Group B 1 2 3 4 3 1 2 3 4 1 1 3 3 1 4 2 1 4 2 99.
Skill Group A Skill Group B 1 2 3 4 1 2 3 4 1 2 3 4 4 4 1 1 1 1 2 2 3 3 100.
4 4 Skill Group A Skill Group B 1 2 3 4 1 2 3 1 2 3 1 1 2 2 3 3 4 4 1 1 101.
Skill Group A Skill Group B 1 2 3 4 1 2 3 4 1 2 3 4 1 1 3 3 2 4 4 1 1 2 102.
2 4 2 3 Skill Group A Skill Group B 1 2 3 4 1 3 1 4 1 1 2 4 4 1 1 2 3 3 103. 104.
105. Routing ClientVRU Skill Group 106. (Queue to Skill)
107. Queue to Skill Group(1/3) Skill Group Queue to Skill Group 108. Queue to Skill Group(2/3) Queue to Skill Group 110 CVP Router re-query IP IVR 109. Queue to Skill Group(3/3) Queue to Skill Group Consider If ( ) SkillGroup.pg1_1.Cisco_Voice.FrontLnSg.LoggedOn > 0 Skill Group j Consider If 110.
111.
5 10 4 112.
4 6 113.
114. 115.
116. ServiceSkill Group, Route Agent QueueService Route Service Cisco_Voce Cisco_Voce Skill Group Service Explorer Sill Group Explorer 117. Enterprise Skill Group Enterprise Route Skill Group Skill GroupRoute Enterprise Route List Enterprise Skill Group List 118. Enterprise Skill Group Enterprise Route Caller Entered Digit Peripheral Peripheral Number (Agent ID) Skill Target ID Enterprise Name 119. 120. CCE
121. CTI OS Agent SoftphoneDial Pad Agent ID (Peripheral Number) 122. CTI Dialed Number Dialed Number Plan Call Type Routing Script Label Label Routing Script Label 123. Dialed Number Plan
Agentto AgentDial Number Plan Post Routing 124. Dialed Number Plan Bulk Post RoutingDialed NumberCall Type Routing Script Post Routing YesPost Routing Routing Client 125.
126.
127.
Dialed Number Plan Agent Desk Setting Agent Desktop 128. Post Routing
129. CTI PBX 130. Call.CallerEnteredDigitsCTI CED PBX CallManager routing client Router re-query Router Re-query Label 131.
132. 133.
134.
Dialed Number Plan Agent Desk Setting 135.
Peripheral Number Peripheral Call.CallerEnteredDigitsAgent ID (Peripheral Number) Ready Label 136.
137. RONA: 138. Reroute on No Answer (RoNA)
139. CVPRoNA
140. Router Re-query Select Queue to Skill GroupRouter Re-query Queue to Skill Group 141. Router re-queryRoNA Re-query Re-query 142. Re-query Call.RequeryStatus Call.RequeryStatus REQUERY_ANSWER (0) REQUERY_ROUTE_SELECT_FAILURE(1) REQUERY_CALLED_PARTY_BUSY (2) REQUERY_NO_ANSWER (3) REQUERY_ERROR (4) REQUERY_TIMED_OUT (5) REQUERY_ABORTED (6) 143. IP IVRRoNA
144. IP IVRRoNA
145.
146. CCM PIMRoNA
147. RoNA
148.
149. 150.
151.
152.
153. Call Type 154.
155. Call Type 156.
157. Skill Group OrderL1Sg Skill Group OrderL1Sg 158.
159. 160. 161.
162.
163.
164. Skill Group QandAL1SgLAA5 Skill Group QandAL2Sg6 165.
6 6 6 5 SG A L1 SG B L2 1 2 3 4 5 5 5 6 SG B L1 SG A L2 1 1 1 1 166.
6 6 6 5 SG A L1 SG B L2 1 2 3 4 5 5 5 6 SG B L1 SG A L2 1 1 1 1 167.
6 6 6 5 SG A L1 SG B L2 1 2 5 5 5 6 SG B L1 SG A L2 1 1 1 1 1 168.
6 6 6 5 SG A L1 SG B L2 1 2 5 5 5 6 SG B L1 SG A L2 1 1 1 1 1 169.
6 6 6 5 SG A L1 SG B L2 1 5 5 5 6 SG B L1 SG A L2 SG B 1 1 1 1 1 170.
6 6 6 5 SG A L1 SG B L2 1 5 5 5 6 SG B L1 SG A L2 SG B 1 1 1 1 1 171.
6 6 6 5 SG A L1 SG B L2 5 5 5 6 SG B L1 SG A L2 1 SG B 1 1 1 1 1 172.
6 6 6 5 SG A L1 SG B L2 5 5 5 6 SG B L1 SG A L2 1 SG B 1 1 1 1 1 173.
6 6 6 5 SG A L1 SG B L2 5 5 5 6 SG B L1 SG A L2 1 2 1 1 1 2 1 2 1 2 174.
6 6 6 5 SG A L1 SG B L2 5 5 5 6 SG B L1 SG A L2 1 2 1 1 1 2 1 2 1 2 175. Skill Group OrderL1Sg availableVRUSkill Group OrderL2Sg OrderL1Sg OrderL2Sgavailable 176. 177. 178. (SkillGroup.%1%.AnswerWaitTimeTo5 + 1) / (SkillGroup.%1%.CallsAnsweredTo5 + 1) Skill Group 179.
180.
181.
182. 202 40 183.
184. 5 4 3 2 185. Last Agent
186.
187.
188. Script Editor 189. Script Explorer 190. 191. 192. 193. : CCE 194. (Start)
195. (End)
196.
197. (Comment) 198. (Connector)
199. (If)
200. (Set)
201. (Goto)
202. (Requalify Call)
203. (Day of Week)
204. (Time)
205. (Time) ( ) 17B C 206. (Time) ( ) 207. (Percent)
208. (Switch)
209. (Switch) ( )
210. (Call Type)
211. (CED)
212. (Select)
213.
214. (Skill Group)
215. (Skill Group)
216. (Agent to Agent) Peripheral Number Skill Target ID Supervisor Assist Call Enterprise Name 217. (Label)
218. VRU (Translation Route to VRU)
219. VRU (Translation Route to VRU) OfflineVRU 220. (Run External Script)
221. (Queue to Skill)
222. (Queue to Agent)
Agent ID (Peripheral Number) Skill Group Peripheral 223. (Queue Priority)
224. (Cancel Queuing)
225. : IP IVR 226.
227. Cisco CUCCX ACD Communications Manager PSTN Web Contact Center Express Cisco Agent Desktop Desktop Application CTIQBE (JTAPI) CCX CTI Protocol HTTP (GET/POST) SCCP, SIP H.323, MGCP HTML/HTTP, XML/HTTP SQL/ODBC (Read, Write) ODBC SQL DBMS Web IP Java RMI Invoke,Execute RMI enabled Java Application Java class Windows .exe ( ) JTAPI / TAPI Telephony Application Servers Web AP HTTP IP IVR 228.
229. : CVP 230.
231. Unified CVP
232. CVPAPI CVP Server Ingress Gateway Voice XML Gateway (Voice Browser) ASR/TTS Server Unified CCE Web Application Server Java Remote Object Server Database Server SIP SIP VXML/HTTP(S) MRCP SCI XML/HTTP Java RMI JDBC 233. CVPAPI CVP Combo Server Ingress Gateway ASR/TTS Server Unified CCE Web Application Server Java Remote Object Server Database Server SIP SIP VXML/HTTP(S) MRCP SCI XML/HTTP Java RMI JDBC Operating System SIP stack IVR Subsystem CVP Call Server Component CVP VXML Server Component Voice XML Gateway (Voice Browser) Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 234. DB Database Server VXML/HTTP(S) JDBC CVP VXML Server Component Voice XML Gateway (Voice Browser) Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 235. DB
236. Database Element
237. Database Element
238. Database Element
239. DB Database Server VXML/HTTP(S) JDBC CVP VXML Server Component Voice XML Gateway (Voice Browser) JDBC Database Server JDBCDB DBestablishJDBC JDBC Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 240. DB Database Server VXML/HTTP(S) JDBC CVP VXML Server Component Voice XML Gateway (Voice Browser) Database Server DBDBDB DB DBDB JDBC Tomcat / WebSphear CVP VXML Server J2EE JNDI JDBC JDBC Conn. Pool 241. DB Database Server VXML/HTTP(S) JDBC CVP VXML Server Component Voice XML Gateway (Voice Browser) DB Database Server DB JDBCDB JDBC DBDB DB Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 242. DB
243. XML API Web Database Server VXML/HTTP(S) CVP VXML Server Component Voice XML Gateway (Voice Browser) HTTP POST Web Application Server 3 rdParty DLL XML XML Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 244. XML API Web
245. XML API Web
246. XML API Web Database Server VXML/HTTP(S) CVP VXML Server Component Voice XML Gateway (Voice Browser) HTTP POST Web Application Server XML XML Web Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 247. XML API
248. Java API Web Database Server VXML/HTTP(S) CVP VXML Server Component Voice XML Gateway (Voice Browser) HTTPS Web Application Server 3 rdParty DLL REST XML Tomcat / WebSphear J2EE JDBC JNDI CVP VXML Server Custom Element (Java) 249. Java API Web
250. Element package com.cisco.pt.cvp.vxml.ctrl; import com.audium.server.voiceElement.ActionElementBase; import com.audium.server.voiceElement.ElementInterface; import com.audium.server.voiceElement.Setting; import com.audium.server.voiceElement.ElementData; import com.audium.server.voiceElement.ElementException; import com.audium.server.session.ActionElementData; import com.audium.server.xml.ActionElementConfig; import java.io.IOException; import java.net.HttpURLConnection; import java.net.URL; import java.util.logging.Level; import java.util.logging.Logger; public class VideoCtrl extends ActionElementBase implements ElementInterface { public void doAction(String name, ActionElementData data) throws ElementException { ActionElementConfig cfg = data.getActionElementConfig(); String mov = cfg.getSettingValue("movie_url", data); String act = cfg.getSettingValue("action", data); String gid = cfg.getSettingValue("guid", data); String url = "https://CVP7-VIDEO:8443/cvp/VideoServlet?" + "callGuid=" + gid + "&movieURL=" + mov + "&action=" + act + "&isLive=N&vmsVersion=CVP_7_0_1_0_0_0_1183"; HttpURLConnection c = null; try { System.out.println("HTTP request= " + url); URL cvpvideo = new URL(url); c = (HttpURLConnection) cvpvideo.openConnection(); } catch (IOException ex) { Logger.getLogger(VideoCtrl.class.getName()).log(Level.SEVERE, null, ex); } } Element HTTPSURL JavaHttpURLConnection HTTPSURL Packeageimport 251. Java API Web Database Server VXML/HTTP(S) CVP VXML Server Component Voice XML Gateway (Voice Browser) HTTPS Web Application Server REST XML Web Tomcat / WebSphear J2EE JDBC JNDI CVP VXML Server Custom Element (Java) 252. Java API
253. Java Database Server VXML/HTTP(S) CVP VXML Server Component Voice XML Gateway (Voice Browser) Java RMI J2EE JNI JDBC 3 rdParty DLL Remote Object Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI Local Stub 254. Java RMI
255.