signaling and call landing in ipcc from voice gateway to agent's IP Phone

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Jul 7th, 2008

Hi, When the call enters in setup through voice gateway, can anybody help to know about the complete signaling first and then the decision making of ICM to land a call to perticular agent's IP Phone? Its really too confusing when try to explain to someone.

I have this problem too.
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My suggestion is to look at the detailed call flows in the Cisco documents - the SRND and product guides. It is somewhat complicated, so draw your own diagrams and perhaps create some animated PowerPoint slides and rehearse these until you have it down pat.

Then you will be able to explain it to someone.

Regards,

Geoff

K_require Tue, 07/08/2008 - 02:18

Dear Geoff,

Thanks for suggestion. But I want to know the IPCC routing on signaling level. Can you explain?

Zin.Karzazi Tue, 07/08/2008 - 02:31

The SRND covers the functioning of ICM very well. Check this doc:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/srnd/5x_6x/cce6srnd.html

I also recommend this documen, which helped me understand how everything in IPCC works (its for IPCC 4.6 but it is basically the same as the 5 and 6 version)

http://www.cisco.com/univercd/cc/td/doc/product/icm/icm46/ipcc/ipccrept.pdf

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