Cisco Cisco Unified Contact Center Management Portal 8.5(2) Leaflet
7-4
Cisco Unified Contact Center Enterprise 8.0 SRND
Chapter 7 Cisco Unified Expert Advisor Option
High-Level Components
Call Control and Presence Infrastructure Components
Gateway
) serves two purposes. First, for calls arriving from the PSTN, the gateway
provides TDM-to-IP conversion. Later, if Unified CCE needs to queue the call, Unified CVP uses the
gateway to provide VXML voice browser services to play music and other prompts. Deployments that
do not include Unified CVP will need some other way of providing TDM-to-IP conversion and some
other queuing platform.
gateway to provide VXML voice browser services to play music and other prompts. Deployments that
do not include Unified CVP will need some other way of providing TDM-to-IP conversion and some
other queuing platform.
Cisco Unified Communications Manager (Unified CM)
Unified CM is required in all Unified Expert Advisor deployments. At a minimum, Unified CM proxies
the addresses where calls are delivered to expert advisors. Stated another way, when Unified Expert
Advisor delivers a call to an expert advisor, it asks Unified CM to connect the call. Any address that can
be configured in Unified CM is a valid address to which Unified Expert Advisor can send the call to an
advisor. This includes both local and remote destinations, hunt and pickup groups, outbound calls via
the PSTN to cell phones or hard phones, voicemail forwarded numbers, Mobile Connect remote
destination numbers, and so forth.
the addresses where calls are delivered to expert advisors. Stated another way, when Unified Expert
Advisor delivers a call to an expert advisor, it asks Unified CM to connect the call. Any address that can
be configured in Unified CM is a valid address to which Unified Expert Advisor can send the call to an
advisor. This includes both local and remote destinations, hunt and pickup groups, outbound calls via
the PSTN to cell phones or hard phones, voicemail forwarded numbers, Mobile Connect remote
destination numbers, and so forth.
Unified CM may also be used to source calls. Often such calls are initiated by Unified CCE agents in the
form of a consult operation, but they might also be from any member of the enterprise who has an IP
phone connected to Unified CM.
form of a consult operation, but they might also be from any member of the enterprise who has an IP
phone connected to Unified CM.
Cisco Unified Presence
Cisco Unified Presence provides the interface to the supported instant messaging (IM) clients, and it is
required in all Unified Expert Advisor deployments. Ultimately the intent is for Unified Expert Advisor
to support any IM client that Unified Presence supports; but as of this release, only Cisco Unified
Personal Communicator, IP Phone Messenger (IPPM), and Microsoft Office Communicator are
supported. Via a SIP SIMPLE protocol, Unified Presence provides regular presence updates to Unified
Expert Advisor as its users login and go active and inactive, which is how Unified Expert Advisor knows
which expert advisors are present. IM messages between Unified Expert Advisor and the individual
expert advisors are also proxied by Unified Presence. In Microsoft Office Communicator deployments,
the Unified Presence server connects to the Microsoft Office Communications Server (OCS) via
inter-domain federation, and the OCS then connects to the individual Microsoft Office Communicator
IM clients. In addition, the list of Unified Presence users is shared with Unified Expert Advisor via the
AXL protocol, so that customers do not need to configure users redundantly on both systems.
required in all Unified Expert Advisor deployments. Ultimately the intent is for Unified Expert Advisor
to support any IM client that Unified Presence supports; but as of this release, only Cisco Unified
Personal Communicator, IP Phone Messenger (IPPM), and Microsoft Office Communicator are
supported. Via a SIP SIMPLE protocol, Unified Presence provides regular presence updates to Unified
Expert Advisor as its users login and go active and inactive, which is how Unified Expert Advisor knows
which expert advisors are present. IM messages between Unified Expert Advisor and the individual
expert advisors are also proxied by Unified Presence. In Microsoft Office Communicator deployments,
the Unified Presence server connects to the Microsoft Office Communications Server (OCS) via
inter-domain federation, and the OCS then connects to the individual Microsoft Office Communicator
IM clients. In addition, the list of Unified Presence users is shared with Unified Expert Advisor via the
AXL protocol, so that customers do not need to configure users redundantly on both systems.
Note
Only Unified Personal Communicator and IPPM users can be imported in this way; Microsoft Office
Communicator users must be configured manually in Unified Expert Advisor or imported from a file
through Unified Expert Advisor’s bulk import tool.
through Unified Expert Advisor’s bulk import tool.
The Unified Presence server also includes a built-in SIP proxy server (not shown in
). Of
primary interest is the proxy server's static route table, where the entire SIP numbering plan can be
maintained in one place. The static route table also plays a role in the Unified Expert Advisor high
availability strategy, causing SIP messages to retry automatically to the backup Runtime Server if the
primary Runtime Server is unable to accept them. The table is used by Unified CVP as well, as part of
its load-balancing strategy.
maintained in one place. The static route table also plays a role in the Unified Expert Advisor high
availability strategy, causing SIP messages to retry automatically to the backup Runtime Server if the
primary Runtime Server is unable to accept them. The table is used by Unified CVP as well, as part of
its load-balancing strategy.
Therefore, Unified Expert Advisor communicates with Unified Presence in three ways: first as a
simulated ordinary presence user (actually, one for each runtime server), second as an AXL application
user, and third as a SIP user agent for call control purposes.
simulated ordinary presence user (actually, one for each runtime server), second as an AXL application
user, and third as a SIP user agent for call control purposes.