Cisco Cisco IP Contact Center Release 4.6.1 Wartungshandbuch

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A Media Routing Peripheral Gateway (for Cisco Collaboration Server and Cisco E-Mail
Manager contacts)

Essentially, when a routing client makes a request for a route from the ICM/IPCC platform,
it receives the response and delivers the call to the specified destination. If an IPCC Enterprise
agent is available, ICM/IPCC software routes the call to the device target (phone) on the
CallManager (device targets are dynamically associated with the agent when the agent logs
in to the system). If an agent is not available, ICM/IPCC software can be configured to queue
the call to IP IVR or CVP/ISN.

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Route and Queuing Requests: Messages sent from the routing client to the Central Controller.
Route requests typically pass on call detail information about the incoming call. ICM/IPCC
software uses information in the route request to determine which routing script will be run
for the call.

Call detail information sent with the route request can include:

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Dialed Number

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Calling line ID

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Caller Entered Digits

Queueing requests are messages sent from the VRU using the Cisco Service Control Interface.
The VRU makes a queue request to provide announcements or music when no IPCC Enterprise
agents are available to take the call.

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About Routing to the VRU with IPCC Enterprise:  With IPCC Enterprise you can ensure
that voice calls are routed to the VRU when an agent is not immediately available. The call
is queued to the VRU and will be sent to the next available agent via the routing script.

The configurations for routing to a VRU in an IPCC Enterprise environment include:

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Translation Route to the VRU via a route on the PG. The CallManager uses the DNIS in
the translation route to direct the call to the VRU.

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A network route request is issued by the carrier via the NIC. The DNIS and/or Correlation
ID is retrieved from the carrier.

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The call is sent directly to the VRU, so that caller entered digits (CED) can be collected.

You do not need a translation route to a CallManager PG since it is targeting agents and
implicitly matches call data.

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Routing a Call to the VRU: Translation routing is the preferred method of routing a call to
the VRU. The DNIS used in the translation route is not the original number dialed by the
customer, but rather, the Dialed Number used to route the call to the VRU.

The scenario is as follows:

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)