Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

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Most autoconfiguration errors occur (in Enterprise cases) because of deleted records.

• Do not confuse Contact Center Gateway autoconfiguration with Agent autoconfiguration.

(Agent autoconfiguration is a check box option available on the Advanced tab in the PG
Explorer.)

• You must ensure that Agent autoconfiguration is disabled so that the IPCC Enterprise Gateway

PG can function properly.

Routing for the IPCC Enterprise Gateway

The script on the Unified ICME parent interacts with the IPCC Enterprise Gateway PG. For
information about scripting for Unified CCE, see the  Scripting and Media Routing Guide for
Cisco Unified ICM/Contact Center Enterprise and Hosted.

Be sure all route points that are handled remotely (with Application routing enabled) have
default "local" scripts to run in case no host (parent) is available. Include Post Route points in
the scripts as well as translation route destinations.

The following simple routing script has an LAA node that selects the skill group with the longest
available agent (if an agent is available) among skill groups on the same ACD or a different
ACD. If no agents are available, then the script selects the Service with the Minimum Expected
Delay (MED) among services on the same or different ACD.

Figure 8: Unified CCE Routing Script

Note: Scripting in a Contact Center Gateway deployment is no different than scripting between
Unified ICME and all other TDMs in that either skill groups or services are targeted, not agents.

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