Cti port , cti route point, and application user

[Horacio Gutierrez]

Hello, Can someone explain the reason why we use cti route point, cti port, application user for ucce. What is the function of each one when integrating with a ucce call center? Thanks,

[Chris Deren]

You don't need CTI ports unless you have UCCE with IP-IVR (not common anymore on new deployments), with CVP you don't use CTI ports. CTI Route Points are used to send calls from CUCM to contact center scripts internally. For example users calls help desk extension x5000 which is defined as CTI RP associated with pguser, pguser is the jtapi user used for ICM (PG) to CUCM integration and calls are sent over to ICM, in ICM the CTI RP is defined as Dialed Number which point to call type --> script.

If you do have IP-IVR then CTI ports are used to "connect" calls between CUCM and IP-IVR as that architecture (same as UCCX) uses CTI based connections for calls (think virtual connection).

All of these should be very clear if you read UCCE/CUCM SRNDs.

HTH, please rate all useful posts!

Chris

[Horacio Gutierrez]

Chris,

We are using CVP with ucce vesion 8. What we are trying to figure out how the previous vendor configure the dial number for our main line call center.  We have several dail numbers in icm but the weird part those dont show up in call manager as cti route points. Im wondering if those dial number dont show as CTI route point and do show up in cvp servers.  There is not traslation pattern in cucm for this cti route points. I just want to find the call flow from 1-800-xxx-xxxx that consumers dial that hits our dial number and what it translates to and why is not showing up in cucm.  One of the dial numbers says cvp.1800 which is the dial number for our main line I believe, however it does not say cucm.1800 like other icm call manager dial numbers.  Do I need to look in the CVP servers if so where in the CVP server do I find this 1800 translation?

Thanks,

[david.macias]

More than likely the vedor used Dialed Number Plan (DNP). In config manager > bulk add edit > DNP.

david

[Chintan Gajjar]

I guess you are using CVP as front end VRU, where CVP treats customer with prompts and when customer chooses to talk to agent, CVP delivers call to agent with the help of the ICM.

so you need to understand CVP call flow first,like  how call traverse different application(VG,CVP,ICM,CUCM) in unified CVP environment(specifically comprehensive call flow model).

then you need to do configuration walkthrough in your environment like check the dial-peer on the VG and see how call comes in, what dial-peer it matches, how number gets translated using translation pattern and where it routes (CVP,CUPS,CUSP etc)

go to next device and once again check the configuration, this is how you can determine flow of your call.

below link may help to you:

https://supportforums.cisco.com/document/6131/detailed-sip-call-flow-cvp-comprehensive-model

Regards
Chintan

[Ayodeji Okanlawon]

Excellent post Chintan. I have been going through some of your posts and they are being n very helpful. Thanks again for your great contributions.