Sample Call/Message Flow

PSTN
1
2

CUBE

CVP

VRU PG

CUCM

3. CUBE sends INVITE to CVP.

4. CVP sends 100 TRYING.

100 TRYING

5. CVP sends NEW CALL Request to PG

NEW CALL

6. PG sends NEW CALL Event to Central Controller

NEW CALL

7. After matching to Script, Send to VRU node, ICM Sends VRU label to PG

CONNECT

8. PG sends the VRU Label and CORR ID to CVP as TEMP CONNECT

TEMP CONNECT

9. Based on routing, CVP sends INVITE to VXML GW

INVITE

10

10. VXML GW matching vru script, accept call, sends 200 OK to CVP

200 OK

11. CVP forwards the 20 OK to Ingres CUBE.

200 OK

12. CUBE forwards the 200 OK to PSTN

200 OK

13. PSTN sends ACK to CUBE

ACK

14. CUBE forwards the ACK to CVP

ACK

15

15. CVP forwards the ACK to VXML GW.

ACK

16
17

HTTP PING

18

200 OK

19
20

16. SIP call setup is complete. Audio path is setup between CUBE and VXML
GW.
17. VXML GW sends HTTP PING to CVP
18. CVP returns 200 OK for the HTTP PING
19. VXML GW sends NEW CALL to CVP

HTTP NEW CALL

20. CVP sends REQUEST INSTRUCTION to PG

REQ INS

21

21. PG forwards the REQUEST INSTRUCTION to Central Controller

REQ INS

22
23

22. Router resume the script, execute Run Ext Script node, send Prompts to
play to PG
23. PG sends the RUN SCRIPT request to CVP

RUN SCRIPT
RUN SCRIPT

24

24. CVP converts the RUN SCRIPT Request to VXML Document, and sends
HTTP 200 OK to VXML GW
25. VXML GW plays the prompts to PSTN Caller

200 OK

25
26
27

27. CVP sends SCRIPT RESPONSE to PG

SCRIP RESP

CONNECT

30

33

28. PG forwards the SCRIPT RESPONSE to Central Controller

SCRIPT RES

29

32

26. Once Prompt playing is complete, VXML GW sends SCRIPT RESULT

SCRIPT RES

28

31

Comments

2. CUBE Respond with 100 TRYING.

INVITE

11

Agent

1. SIP INVITE from PSTN to Ingress CUBE.

14

CUCM PG

100 TRYING

13

VXML GW

INVITE

12

Router

PRE CALL IND

CONNECT
BYE
200 OK

PRE CALL IND

29. Router check Queue to Skill Group Node, select agents, sends Agent label
in CONNECT message to PG
30. At the same time, Router sends PRE CALL IND to Agent PG. Agent Desktop
is reserved
31. PG sends the CONNECT message to CVP
32. CVP disconnects the VXML Leg, sends BYE to VXML GW
33. VXML GW sends 200 OK for the BYE

PSTN

CUBE

CVP

34

CUCM PG

CUCM

36. CVP needs to update the media info to INBOUND leg. Sends RE INVITE to
CUBE.
37. CUBE forwards the RE INVITE to PSTN
38. PSTN sends 200 OK for the RE INVITE

200 OK

39. CUBE forwards the 200 OK to CVP

200 OK

40

40. CVP sends ACK to VXMLGW for the RINGBACK leg.

ACK

41. CVP sends ACK to CUBE for INBOUND leg.

ACK

42. CUBE forwards the ACK to PSTN

ACK

43

43. Now PSTN caller is connected to Ringback.

44

44. CVP sends INVITE to CUCM for Agent

INVITE

45

45. CUCM sends 100 TRYING to CVP

100 TRYING

46

46. CUCM sends 180 RINGING for CVP once Agent phone rings.

180 RINGING

47

RINGING

49

ANSWER

52

55. CUBE forwards the RE INVITE to PSTN.

INVITE

56. PSTN sends 200 OK for the RE INVITE to CUBE

200 OK

57. CUBE forwards the 200 OK to CVP

200 OK

58

61

54. CVP sends RE INVITE to CUBE to setup new media to Agent

INVITE

57

60

53. VXML GW sends 200 OK for the BYE on Ringback Leg

200 OK

54

51. CUCM PG sends ANSWER Event to Agent Desktop

52. CVP disconnects the RINGBACK leg. Sends BYE to VXML GW

BYE

53

59

50. CUCM sends ANSWER Event to CUCM PG

ANSWER

51

48. CUCM PG sends the RINGING event to Agent Desktop

49. Once Call is Answered, CUCM sends 200 OK to CVP

200 OK

50

56

47. CUCM/CTI manager also sends RINGING event to CUCM PG

RINGING

48

55

Comments

35. VXML GW matches to Ringback leg dialpeer, sends 200 OK

INVITE

41

Agent

34. CVP Sends INVITE to VXML GW for the RINGBACK

INVITE

39

42

VXML GW

200 OK

36

38

Router
INVITE

35

37

VRU PG

58. CVP sends ACK to CUBE

ACK

59. CUBE sends the ACK to PSTN

ACK
ACK

60. CVP sends ACK to CUCM

61. PSTN caller is connected to Agent