Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Routing in IPCC Express Gateway Deployments

In the IPCC Express Gateway deployment model, the Unified CCX child is integrated with the
Unified ICME parent as an ACD, and all the Unified ICME routing concepts, namely, pre-routing,
translation-routing, and post-routing are supported in this deployment model.

Pre-Routing

Pre-routing is a Unified ICME routing concept that enables Unified ICME to execute routing
business logic to select the site to which you want to send the call while the call is still in the
network.

As Unified CCX integrates with the Unified ICME parent as an ACD, Unified ICME receives
a continuous feed of calls and agent state information from Unified CCX via the IPCC Express
Gateway PG, and thus Unified ICME knows about the number of agents available in different
CSQs on all connected Unified CCX child systems.

In the pre-routing call flow, when a customer makes a call, the network holds the call and sends
a route request to Unified ICME via NIC. Unified ICME returns a route response to the network
carrier with a label, which is a route-point (trigger) on a Unified CCX site connected to the
Unified ICME parent. The network uses the label to send the call to the specified destination
(Unified CCX child). When the call arrives at the Unified CCX, the call triggers a script that
queues the call and routes to an agent.

Note: No call variables are passed during pre-routing.

Post-Routing

Post-routing is another Unified ICME routing concept which enables Unified ICME to make
secondary routing decisions after a call has been initially processed at a connected ACD (child
Unified CCX site).

When a call arrives at a Unified CCX trigger, a workflow (script) is executed. Unified CCX
can make a post-route request to Unified ICME to query final destination of the call (by placing
the Request Route step in the workflow).

When Unified ICME gets the route request by way of the IPCC Express Gateway PG, a Unified
ICME script is executed and returns a label to Unified CCX. The Unified CCX script, which
sent the post-route request using the Route Request Step, then handles the call according to the
label received.

In the case of the IPCC Express Gateway, some examples of the labels returned by Unified
ICME are:

•

Route point (local or remote): Design the Unified CCX script to redirect the call to the
specified route point by using the redirect step and passing the route point in the label.

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