The basic Unified CCX call flow process is identified below:
1) A call arrives at voice gateway.
2) The voice gateway routes the call based on dialpeer configuration.
3) The Unified CM is configured for the dialed number to be routed by Unified CCX (when we create Trigger in CCX it creates the corresponding CTI Rout Point in CUCM) so a JTAPI route request is sent to the Unified CCX server (using Unified CM Telephony).
4) Based upon the dialed number(Trigger which is associated with application which in turn is maps Script and Call COntrol Group<CTI Ports>), the Unified CCX server selects an available CTI port and initiates the configured script. The first step in the work flow Script (accept) initiates the establishment of RTP VoIP data stream between the CTI port on the Unified CCX server and the VG port. In this scenario, we are assuming no appropriately skilled agents are available, so the application flow executes the queue loop logic until an agent becomes available.
5) An appropriately skilled agent becomes available.
6) The agent is selected/reserved by the Unified CCX server and this triggers the call to be transferred to the agent's phone and subsequently causesthe agent's phone to ring (using Unified CM signaling). In addition, the Unified CCX server delivers a screen pop to the selected agent's desktop and enablesthe answer button on the agent's desktop.
7) The agent answers the call, which initiates the establishment of an RTP VoIP data stream between the agent's phone and the voice gateway port.
