Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Cisco

Table of Contents

Preface ...........................................................................................................................................................1

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................4
Documentation Feedback...........................................................................................................................4

1. About Cisco Unified Contact Center Gateway............................................................................................5

What is the Contact Center Gateway Feature?..........................................................................................5
What is the Parent and Child Relationship?...............................................................................................6
What is Autoconfiguration?.........................................................................................................................7
About Peripheral Gateways........................................................................................................................8
High Availability and Fault Tolerance in Contact Center Gateway Deployments........................................8

About Unified CCE Solutions and Fault Tolerance.................................................................................9
About Unified CCX Solutions and High Availability................................................................................9

About Contact Center Gateway Deployments............................................................................................9

Contact Center Gateway using IPCC Enterprise Gateway PG..............................................................9
Contact Center Gateway using IPCC Express Gateway PG...............................................................13

Routing in Contact Center Gateway Deployments...................................................................................14

Call Data Transfer Between Parent and Child......................................................................................14

Reporting in Contact Center Gateway Deployments................................................................................15
Upgrading to Use a Contact Center Gateway Solution............................................................................15

2. Deploying Contact Center Gateway with Cisco Unified Contact Center Enterprise or Cisco Unified System
Contact Center Enterprise............................................................................................................................17

Prerequisites for a Contact Center Gateway Setup..................................................................................17
Checklist of Specific Tasks at the Child....................................................................................................18

Enable Application Routing on a Unified CCE Child............................................................................19
Enable Application Routing on a Unified SCCE Child.........................................................................19
Special Configurations for a Unified SCCE Child System with Unified CVP.......................................19

Checklist of Specific Tasks at the Parent..................................................................................................20

How to Configure the IPCC Enterprise Gateway PG...........................................................................20
How to Setup the IPCC Enterprise Gateway PIM................................................................................21
Configure Additional Elements at the Parent.......................................................................................22
Create a Script on the Parent..............................................................................................................23
Start the Unified ICME Service............................................................................................................23

Autoconfiguration with IPCC Enterprise Gateway....................................................................................23

Autoconfiguration Maintenance...........................................................................................................24

Routing for the IPCC Enterprise Gateway................................................................................................25

Important Configuration Information for Routing..................................................................................26
Using Translation Routing....................................................................................................................28
Call Flow Examples.............................................................................................................................38

3. Deploying Contact Center Gateway with Cisco Unified Contact Center Express.....................................45

What You Need Before You Install............................................................................................................45
Installation and Configuration Checklist...................................................................................................46

How to Configure the IPCC Express Gateway PG in Unified ICME....................................................49
How to Install the IPCC Express Gateway PG ....................................................................................50

Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)

i