Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Important Configuration Information for Routing

To Post-route a call from the child in a Unified CCE system to the parent Unified ICME, you
must:

•

Create a "transfer number" on the child's Unified CM cluster as a CTI Route Point (a Unified
CM object).

When the agent has a call at the child and wants to post-route it back via Unified ICME, the
call is transferred to that dialed number -- either from the desktop or using the Cisco IP Phone.

•

Configure the transfer number in both the child and the parent -- but in the child, you must
tag the number to allow application routing, which means the route request is passed up to
the parent for a response. If the parent does not respond, the child must also have backup
scripting to handle the call locally as well.

In the Parent, you must:

•

Create the dialed number for the transfer CTI Route Point.

•

Build a call type and associated script to perform the post-route in the parent Unified ICME.

The parent script can instruct the child system:

•

To transfer the call to another child (via translation route to the other child's skill group)

•

To transfer the call to a destination on the same child

•

Or with Unified CVP, it can instruct Unified CVP to connect the call back to the network
queue (provided it came from there in the first place).

If Unified CVP is present at the Parent, the Parent/Child design assumes Unified CVP at the
Parent gets all the calls first and is used as a network queue point -- that does simplify the
call delivery, RONA and subsequent transfers quite a bit.

If you use Unified IP IVR to do the enterprise queuing at the ICM Parent, you must also be
aware of the following:

•

There is no built-in RONA timeout for that model like Cisco has with CVP. So, in this case,
you must script for RONA at the Child locally and decide in that process if you want to
re-route the call all the way back to the Parent ICM or just hold it in queue locally for the
next local agent.

•

Also, for subsequent transfers between child systems, there is extra work to translation route
the calls to the IP IVR at the Parent in the Parent ICM's post-routing script.

In the child, you must:

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