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Call Manager, IPCC, call routing questions

I have some basic questions about Call Manager and call routing and what reoccuring role Call Manager has.

My understanding is that nothing happens as far as a call getting to the destination without call manager.

Say for example a call comes in from outside:

The first place the inbound call goes is to from the voice gateway is call manager.

If the end destination is to go to the accounting department, there must be groups in call manager to point the inbound call to "accounting" based on the extension number.

Is that the extent of what call manager knows about accounting?

For example, if the accounting department is set up with 10 extensions and only two of those are taking inbound calls destined for the "accounting" ACD, is the call routed to IPCC and IPCC determines who is capable of getting the inbound call?

Or is that handled by call manager?

If there is a recording for accounting "If you would like to speak to x, press 1234", this recording is handled by IPCC?

If so, does IPCC determine who is at 1234 and then the transaction is forwarded to call manager to get to that extension number?

Does IPCC contunally have to like sort of determine who gets what and call manager actually makes it happen?

Is there constant back and forth between IPCC and call manager to complete the call?

1 REPLY
Silver

Re: Call Manager, IPCC, call routing questions

You can have CRS to route the calls based on skills or Unity to route the calls to an apporpriate route groups or even you can implement apporpriate route groups iin callmanager.

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