00 · Header
Call Flow Through WxCCE
T4-R03. How Unified CCE 15.0(1) routes a call, and how the Unified CVP Comprehensive model for ICME uses a Type 10 Network VRU. These guides are the heritage path behind the Enterprise track. They are not the multi-tenant Webex Contact Center flow.
01 · TL;DR
A label goes back. The peripheral still has to agree.
- Pre-routing comes from an IXC. Post-routing comes from the peripheral that already has the call. [cite:1]
- A route is a skill target plus a service. Every call to a peripheral needs a service. [cite:1]
- The routing client maps the label to busy, ring, an announcement, a scheduled target, or a trunk group and DNIS. [cite:1]
- CVP Comprehensive call services are ICM, IVR, and SIP. Basic license level is wav and DTMF. Advanced adds ASR, TTS, and VXML Server applications. [cite:2]
- Routing a Call was updated April 30, 2025. re-check CVP call-flow models were updated December 12, 2025. [cite:1] [cite:2]
02 · Map
The route request the configuration guide prints
Study diagram. Solid and dashed lines in the CVP figures mean voice and signaling. This page does not redraw those Cisco figures. [cite:2]
03 · Core
Call type, script, route, label
The Configuration Guide for Unified CCE Release 15.0(1), chapter Routing a Call, updated April 30, 2025, says three independent systems must work together: the routing client, the system software, and the peripheral that ultimately receives the call. The routing client requests a route, receives a response, and delivers the call. The system software picks a destination: an announcement, a scheduled target, or a specific target at a peripheral, represented by a trunk group and DNIS. A peripheral is an ACD, a PBX, or Unified CM. re-check [cite:1]
A routing request carries the dialed number, the calling line ID (also called ANI), and caller-entered digits. Pre-routing is an IXC asking for the initial destination. Post-routing is the peripheral asking to refine or redirect. [cite:1]
Voice call types are categorized by dialed number, caller-entered digits, and calling line ID. The last two are optional. Non-voice call types, such as email and text chat, are categorized by Script Type Selector, Application String 1, and Application String 2. Call variables are not part of the call type definition, even when chat needs them. [cite:1]
After the label is delivered with a DNIS, the peripheral must recognize the trunk group and DNIS and map them to the same service and skill target the system software chose. The guide’s job is not finished when the Router returns a label. [cite:1]
| Step | What the guide says happens | Cite |
|---|---|---|
| Determine call type | Match the qualifiers. Otherwise the routing-client default call type, then the general default. | [cite:1] |
| Run script | The script scheduled for that call type at that time. Failure uses the default target on the DN. | [cite:1] |
| Determine route | A skill target has a route: skill target plus service. A service target’s route must use that same service. | [cite:1] |
| Peripheral target | Trunk group and optional DNIS. If several exist, the first one with a valid label for this routing client wins. | [cite:1] |
| Label | First label valid for the routing client and dialed number. No call type, or no destination, uses the DN default label, else an error. | [cite:1] |
The routing client translates a label to busy, unanswered ring, an announcement, a scheduled target, or a peripheral target. For a normal or DNIS Override label that maps to a trunk group, it delivers the call and the DNIS. The routing client also has a maximum wait. If the system software is late or returns an error, the routing client takes its own default action. [cite:1]
The CVP 15.0(1) configuration guide, updated December 12, 2025, says the Comprehensive call flow model for ICME combines Call Director using SIP and the VRU-Only model. It provides initial prompt and collect, self-service IVR, queuing, and VoIP routing among UCCE and TDM agents. Basic port licensing supports wav files and DTMF. Advanced supports ASR/TTS servers and VXML Server applications. Unified CVP acts as the switch. Both the voice gateway and the Call Server have a switch leg and a VRU leg. A Type 10 Network VRU serves both legs. Use the SendToVRU node to connect the call to the Network VRU. The figures use solid lines for voice and dashed lines for signaling, and one physical gateway can serve both purposes. Call services for that model are ICM, IVR, and SIP. [cite:2]
SIP micro-application VoiceXML must return to the same Call Server as the switch leg. Comprehensive calls always use the same Call Server for the switch leg and the VRU leg. [cite:2]
04 · Ecosystem
Ecosystem and sister technologies
This call flow is Unified CCE plus CVP. Multi-tenant entry points are a different product.
- Routing client
- Asks for a route and delivers the call. An IXC or a peripheral. [cite:1]
- Pre-routing
- IXC asks for the initial destination. [cite:1]
- Post-routing
- The peripheral asks to refine or redirect. [cite:1]
- Call type
- Voice: DN, CED, CLID. Non-voice: Script Type Selector and two application strings. [cite:1]
- Skill target
- A service, skill group, or agent. [cite:1]
- Route
- Skill target plus service. [cite:1]
- Label
- What the routing client maps to a destination. [cite:1]
- Default label
- On the dialed number, used when call type or destination lookup fails. [cite:1]
- Type 10 VRU
- Serves both the switch leg and the VRU leg in the Comprehensive ICME model. [cite:2]
- SendToVRU
- The Script Editor node that connects the call to the Network VRU. [cite:2]
- Basic CVP level
- Wav files and DTMF. [cite:2]
- Advanced CVP level
- ASR/TTS and VXML Server applications. [cite:2]
Mind map source
mindmap
CCE call flow
Routing client
Call type
Script
Label
Peripheral
CVP Comprehensive
Type 10
SendToVRUSister-technology matrix
| Sister | What it is | Why it matters | Config touchpoint | Typical failure | Cite |
|---|---|---|---|---|---|
| Routing client | IXC or peripheral | Owns the label map and the timeout action. | Routing client config | Ignoring its default action when the Router is late. | [cite:1] |
| Script Editor | The scheduled script | Nodes are T4-R04. | Call Type Manager | Editing a script that is not the one scheduled now. | [cite:1] |
| Unified CM | A peripheral in this chapter | Receives trunk group and DNIS. | Peripheral target | Assuming CM reads the skill group name from the label. | [cite:1] |
| CVP | Comprehensive ICME model | Type 10, SendToVRU, two legs. | Call Server services ICM, IVR, SIP | Sending VoiceXML to a different Call Server. | [cite:2] |
| VVB | VRU treatment with the IVR service | Named in the Comprehensive section. | Operations Console | Treating VVB as optional on that model without reading the setup task. | [cite:2] |
| IVR | Prompt and collect, self-service, queue audio | Basic is wav and DTMF. Advanced adds ASR/TTS. | Port license level | Buying Advanced and only playing wav files is allowed. Buying Basic and expecting ASR is not what the level says. | [cite:2] |
| CUIC | Not in the route request | Reporting is after the fact. | T4-R02 | Tracing a label with a CUIC report alone. | [cite:3] |
| Analyzer | Multi-tenant reporter | Different flow. | T3-R07 | Naming an entry point as a call type. | [cite:4] |
| E911 | Not a step in Routing a Call | Emergency numbers still need the phone system’s emergency path. | Outside this script | Sending 911 through a sales call type. | [cite:1] |
| Identity | Not a routing qualifier here | CLID is a billing number, not a Control Hub user. | Dialed number and CLID | Matching CLID to a Webex email. | [cite:1] |
Integration edges
| From | To | Mechanism | What moves | Cite |
|---|---|---|---|---|
| Routing client | System software | Route request | DN, CLID, CED | [cite:1] |
| Call type | Script | Schedule for time of day | Label, announcement, or skill target | [cite:1] |
| Skill target | Route | Plus a service | Required for every peripheral call | [cite:1] |
| Route | Peripheral target | Trunk group and DNIS | First target with a valid label | [cite:1] |
| Label | Routing client | Busy, ring, announcement, scheduled, or trunk | Client default if the wait expires | [cite:1] |
| Script | CVP | SendToVRU | Type 10 switch leg and VRU leg | [cite:2] |
| Call Server | VVB | VoiceXML on the same server as the switch leg | Micro-applications | [cite:2] |
Cross-platform bridges
Multi-tenant Webex Contact Center enters through an entry point and a flow. Those words are not the call type and label in this chapter. utqcm7 is the multi-tenant architecture. [cite:4]
Unified CM is one possible peripheral. A cloud Webex Calling phone is not the peripheral this chapter is describing unless a different guide says the call arrives as a post-route from that peripheral. This chapter does not say that.
Amazon Connect contact flows are not ICM scripts. No parity map is in Routing a Call.
Future-integration hooks
- Canon planning: T4-R04 holds Queue to Skill Group and Run External Script. This room stops at the label and the Comprehensive model.
- Service-level threshold numbers in the same Routing a Call chapter were not copied. TODO-verify a specific threshold until that section is quoted.
- April 30, 2025 on the routing chapter is re-check. December 12, 2025 on the CVP chapter is inside 12 months of 2026-10-14. [cite:1] [cite:2]
Ecosystem troubleshooting
| Symptom | Likely sister-system cause | Check | Fix | Cite |
|---|---|---|---|---|
| The Router returns a label and the caller hears the wrong skill | The peripheral’s trunk and DNIS map does not match the skill target. | Peripheral programming, not only the script. | Align the peripheral map with the route. | [cite:1] |
| VoiceXML hits the wrong Call Server | Comprehensive calls must use the same Call Server for both legs. | Which server owns the switch leg. | Send VoiceXML back to that server. | [cite:2] |
| A chat task will not match a voice call type | Non-voice call types use different fields. | Script Type Selector and the application strings. | Do not stuff the match into CED. | [cite:1] |
05 · Flow
Nine steps, then the CVP legs
| Step | From | To | Protocol or mechanism | Notes | Cite |
|---|---|---|---|---|---|
| 1 | Routing client | System software | Route request | Pre-route or post-route. | [cite:1] |
| 2 | Qualifiers | Call type | DN, CED, CLID or the non-voice strings | Defaults exist. | [cite:1] |
| 3 | Call type | Script | Schedule | Time of day and day of year. | [cite:1] |
| 4 | Script | Skill target or label | Route if the target is a skill | Service is mandatory. | [cite:1] |
| 5 | Route | Peripheral target | Trunk group and DNIS | First valid label. | [cite:1] |
| 6 | Routing client | Peripheral | Label | Peripheral completes the target. | [cite:1] |
| 7 | Script | CVP | SendToVRU | Type 10, switch leg and VRU leg. | [cite:2] |
06 · Config
Paths the articles name
- Define the voice call type with DN and, if you use them, CED and CLID. [cite:1]
- Define a default call type for the routing client and a general default. [cite:1]
- Schedule the script in Call Type Manager. The click path is in T4-R04. [cite:1]
- When the target is a service, keep the route’s service the same, or the statistics skew. [cite:1]
- Put a default label on the dialed number. [cite:1]
- For Comprehensive ICME, select ICM, IVR, and SIP on the Call Server, use a Type 10 Network VRU, and a SendToVRU node. [cite:2]
07 · Limits
Numbers worth memorizing
| Item | Value | Source | Verified? |
|---|---|---|---|
| Systems required | Routing client, system software, peripheral | Routing a Call, April 30, 2025 | re-check [cite:1] |
| Voice call-type fields | DN, optional CED, optional CLID | Same chapter | Quoted [cite:1] |
| Non-voice call-type fields | Script Type Selector, Application String 1, Application String 2 | Same chapter | Quoted [cite:1] |
| CVP Basic level | Wav and DTMF | CVP guide, December 12, 2025 | Quoted [cite:2] |
| CVP Advanced level | ASR/TTS and VXML Server applications | Same | Quoted [cite:2] |
| Network VRU for Comprehensive ICME | Type 10 | Same | Quoted [cite:2] |
| Service-level seconds | Not copied | Later section of Routing a Call | TODO-verify |
08 · Trouble
Trouble
| Symptom | Wrong story | What the source supports | Do this | Cite |
|---|---|---|---|---|
| No call type matches | The Router dropped the call. | The routing-client default call type, then the general default, then the DN default label. | Check defaults before you blame the script. | [cite:1] |
| The script finds nothing | The default label is optional. | If the DN has no default label, the system returns an error and the routing client uses its own default. | Configure the DN default. | [cite:1] |
| Two services share one skill group and the reports look wrong | The Router double-counted. | A service skill target must use a route for that same service. | Fix the route. | [cite:1] |
| The wrong IXC label is chosen | Labels are global. | The first peripheral target with a valid label for that routing client is used. | Check per-client labels. | [cite:1] |
| The agent phone rings the wrong group | The script is wrong. | The peripheral must map trunk group and DNIS to the same target. | Compare both configurations. | [cite:1] |
| ASR fails on a Basic CVP license level | The grammar is bad. | Basic is wav and DTMF. Advanced is ASR/TTS and VXML Server applications. | Match the level. | [cite:2] |
| Queue audio comes from a second Call Server | Load balancing. | Comprehensive calls use the same Call Server for both legs. | Pin VoiceXML to the switch-leg server. | [cite:2] |
| Someone drew one gateway and was told the design is invalid | The figure shows two. | The guide says one physical gateway can do both jobs. | Read the note under the figure. | [cite:2] |
| A Webex Contact Center flow is debugged as an ICM script | The products were renamed. | This chapter is Unified CCE. Multi-tenant flow is a different article. | Change rooms. | [cite:4] |
| 911 is a call type in the sales script | All DNs share one script. | This chapter does not configure emergency calling. | Keep 911 on the phone system’s emergency path. | [cite:1] |
09 · Self-question
Oral ladder
L1What three systems route the call?
Routing client, system software, and the peripheral. [cite:1]
L2What is pre-routing?
An IXC asking for the initial destination. [cite:1]
L3What fields make a voice call type?
Dialed number, and optionally CED and CLID. [cite:1]
L4What fields make a non-voice call type?
Script Type Selector, Application String 1, and Application String 2. [cite:1]
L5What is a route?
A skill target plus a service. [cite:1]
L6What happens if the script finds no destination?
The default target on the DN, then the DN default label, or an error. [cite:1]
L7What does the routing client do on a timeout?
Its own default action. [cite:1]
L8What does CVP Comprehensive for ICME combine?
Call Director using SIP and the VRU-Only model. [cite:2]
L9Which Network VRU type serves both legs?
Type 10. [cite:2]
L10Which node connects the call to that VRU?
SendToVRU. [cite:2]
L11Basic versus Advanced?
Wav and DTMF, versus ASR/TTS and VXML Server applications. [cite:2]
L12Why is the routing chapter re-check?
Updated April 30, 2025. [cite:1]
10 · Lab
Trace one DN to a label on paper
11 · Quiz
Quiz
Pre-routing is requested by:
Answer
An IXC. Post-routing is requested by the peripheral. [cite:1]
A route is:
Answer
A skill target plus a service. [cite:1]
Non-voice call types match on:
Answer
Script Type Selector, Application String 1, and Application String 2. [cite:1]
The script finds no destination and the DN has no default label.
Answer
The system returns an error. The routing client then uses its own default action. [cite:1]
Call variables and the call type:
Answer
Call variables are not part of the call type definition. [cite:1]
CVP Comprehensive ICME Network VRU:
Answer
Type 10. Connect with SendToVRU. [cite:2]
Basic port licensing supports:
Answer
Wav files and DTMF. Advanced adds ASR/TTS and VXML Server applications. [cite:2]
VoiceXML for micro-applications returns to:
Answer
The same Call Server as the switch leg. [cite:2]
The figure shows two gateways.
Answer
One physical gateway can serve both the arriving call and the VRU leg. [cite:2]
What must the peripheral do after the label arrives?
Answer
Map the trunk group and DNIS to the same service and skill target. [cite:1]
Which chapter is older than 12 months?
Draw label return separate from peripheral completion.
Answer
Router returns a label. The peripheral still dispatches to the skill target. [cite:1]
12 · Audio
Studio fills these
Transcript slot
Studio fills this. The prompt is the spoken outline.
Transcript slot
Studio fills this. The prompt is the spoken outline.
Transcript slot
Studio fills this. The prompt is the spoken outline.
13 · Interview
Oral-ready
1. 30 seconds. The routing client asks, the system software runs the call type’s script, and a label comes back. The peripheral still has to map trunk and DNIS. [cite:1]
1. 2 minutes. Voice call types use DN, CED, and CLID. Non-voice uses three different strings. A route is a skill target plus a service. No match uses the DN default label or an error. [cite:1]
2. 30 seconds. Pre-routing is the carrier. Post-routing is the peripheral. [cite:1]
2. 2 minutes. The routing client can play busy, ring, or an announcement, or it can deliver a scheduled target or a trunk group. If the Router is late, the client takes its own default. [cite:1]
3. 30 seconds. CVP Comprehensive for ICME is Type 10 and SendToVRU. [cite:2]
3. 2 minutes. There is a switch leg and a VRU leg. Basic is wav and DTMF. Advanced adds ASR, TTS, and VXML Server applications. VoiceXML stays on the switch-leg Call Server. [cite:2]
4. 30 seconds. One physical gateway can do both jobs the figure splits. [cite:2]
4. 2 minutes. Call services on that model are ICM, IVR, and SIP. I do not invent a port count. The names Basic and Advanced are license levels for media, not agent caps. [cite:2]
5. 30 seconds. This is not the multi-tenant entry-point flow. [cite:4]
5. 2 minutes. The routing chapter is April 30, 2025, so I re-check it. The CVP chapter is December 12, 2025. Service-level seconds stay unread. [cite:1] [cite:2]
14 · Citations
Ledger
Retrieved 2026-10-14. Mirrors cites/T4-R03.md. Facts older than 12 months, and pages whose header date was not in the extract, stay marked re-check.
- Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1), Routing a Call — cisco.com — Routing a Call — updated April 30, 2025, retrieved 2026-10-14. re-check
- Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1), Unified CVP Call Flow Models — cisco.com — CVP Call Flow Models — updated December 12, 2025, retrieved 2026-10-14.
- Unified CCE Product Architecture — cisco.com — CUIC and components are T4-R02. Not a step in the route request.
- Webex Contact Center architecture — help.webex — article utqcm7 — contrast. Multi-tenant entry points are not ICM call types.
15 · Re-engineer later
Open
- Open questions: service-level threshold values in the same routing chapter.
- Facts still TODO-verify: those threshold digits.
- Facts still re-check: Routing a Call, April 30, 2025.
- Assets missing: a label-return diagram, audio. Do not copy Cisco figure images into the repo.
- Next review date: next read of the 15.0(1) configuration guide.
Sources and go deeper
Checked links were opened this month. A confirm row has no address because that page was not opened.
- Wikipedia Webex (Wikipedia) last checked 2026-10
- Vendor doc Webex Help Center last checked 2026-10
- DevDocs Webex developer documentation last checked 2026-10
- DevDocs Webex developer getting started last checked 2026-10
- Community Webex community last checked 2026-10
- SRND Cisco Collaboration design zone last checked 2026-10
- RFC RFC 3261 SIP: Session Initiation Protocol last checked 2026-10
- Port table IANA service name and port number registry last checked 2026-10
- Port table Port reference for Webex Calling last checked 2026-10
- Wikipedia Call centre (Wikipedia) last checked 2026-10
- Wikipedia Interactive voice response (Wikipedia) last checked 2026-10
- Release notes What's new for administrators in Webex Contact Center last checked 2026-10
- Vendor doc Routing a Call last checked 2026-10
- Vendor doc CVP Call Flow Models last checked 2026-10
sources.json for this page.