At the CCA IVR call flow

Can someone please answer what is the call flow from the phone of the customer to the agent. What servers will be that he hit. The switch believers PSTN telephony server call customers phone hits. Telephony server has several processes server like call center server etc., application server has ACD server etc. What is the speed of the incoming CCA a call.

The message flow is as follows:

1 call comes in the trunk (no VoIP, so VoIP trunk goto step 3)
2. call gateway Hits
3 gateway send invite to the redirect server
4 forwarding server load balances calls and returns a message moved (302)
5 SIP call arrives on the call as a new call center
6 call Center informs the new call CTI Server
7 CTI server transferred call new message to the Instant Messaging server
8. the appellant interacts with IVR/campaign
9 IVR sends appeal to Workgroup/queue
10. call integrated ACD queue
11 call Center sends the message to the Instant Messaging server to be considered as an appeal of the CDA
12 call Center queue time of ACD Server queries
13. the customer listening to hold music, promotional messages, etc., while waiting to be connected with an agent
14 ACD Server informed Call Center as an Agent is available
15 ACD call from queue
16 call Center sends to the Agent via CTI Server
17 agent accepts the new interaction, the call is filled
18 call Center cancels ring timeout

Tags: Oracle

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