Simple call tracking

Last Updated : Sep 08, 2012 |

The following call scenario describes when a call comes in to the communication server before the IVR system.



Communication server processes calls with and without UCID, assigns UCID to calls that do not have it, and passes the UCID of the calls to the IVR through an ASAI connection

When the communication server is before the IVR system:

  1. The communication server receives an incoming call over an ISDN trunk.

  2. The communication server does one of two things:

    • If the incoming call has a UCID (such as UCID x), then the communication server passes it along.

    • If the incoming call does not have an associated UCID, the communication server creates a new one (such as UCID y ).

  3. The communication server passes the UCID to an Interactive Voice Response (IVR) voice system through an ASAI connection (using the activation of split or skill or VDN event notification by the IVR system.

  4. UCID information is sent to the CMS if trunk, VDN(s), and/or split or skill(s) involved in the call are measured.