Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Cisco

List of Figures

Figure 1: Unified ICME and PG Relationship..................................................................................................................6

Figure 2: Parent and Child Relationship............................................................................................................................7

Figure 3: Multiple Unified ICME parents with a single Unified CCE child...................................................................10

Figure 4: Single Unified ICME Parent with Multliple IPCC Enterprise Children..........................................................11

Figure 5: Multil-site Deployment with Unified SCCE and Unified CVP.......................................................................12

Figure 6: Contact Center Gateway with IPCC Express Gateway PG with ICM Parent..................................................13

Figure 7: Example IPCC Gateway Configuration...........................................................................................................22

Figure 8: Unified CCE Routing Script............................................................................................................................25

Figure 9: Example Parent Call Flow Configuration........................................................................................................27

Figure 10: Example Child Call Flow Configuration.......................................................................................................28

Figure 11: Translation Route Explorer............................................................................................................................29

Figure 12: Translation Route Wizard...............................................................................................................................30

Figure 13: Define Translation Route...............................................................................................................................31

Figure 14: Select Configuration.......................................................................................................................................32

Figure 15: Select Peripheral Gateway, Peripherals, and Services...................................................................................32

Figure 16: Select Routing Clients and Dialed Numbers..................................................................................................33

Figure 17: Select Network Trunk Groups for Routing Clients........................................................................................34

Figure 18: Conffigure DNIS............................................................................................................................................34

Figure 19: Configure Label.............................................................................................................................................35

Figure 20: TR Configuration Report...............................................................................................................................36

Figure 21: Parent/Child Call Flow with Unified CVP.....................................................................................................39

Figure 22: Child Call Flow with Agent Available...........................................................................................................41

Figure 23: Child Call Flow with Agent Unavailable.......................................................................................................42

Figure 24: Translation Routing Script.............................................................................................................................43

Figure 25: Unified ICME PG Explorer...........................................................................................................................50

Figure 26: Routing Client Tab.........................................................................................................................................50

Figure 27: Skill Group Explorer with Red Circle Icon....................................................................................................54

Figure 28: Request Route Step........................................................................................................................................57

Figure 29: Unified CCX Script........................................................................................................................................59

Figure 30: Unified ICME Routing Script........................................................................................................................60

Figure 31: CSQ Label on Skill Group Explorer..............................................................................................................60

Figure 32: Translation Route with Unified CCX.............................................................................................................61

Figure 33: High Availability with IPCC Express Gateway PG.......................................................................................62

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

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