Cisco Cisco E-Mail Manager Unity Integration Option Design Guide

Only Cisco 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.

Finally, the Cisco 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.

Therefore, Unified Expert Advisor communicates with Cisco 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.

Cisco Unified Personal Communicator is Cisco's instant messaging and presence client, and it normally 
runs on an individual user's desktop. In a Unified Expert Advisor deployment, this component acts as 
the expert advisor's primary interface into the Unified Expert Advisor system. It sends presence 
information to Cisco Unified Presence and allows the expert advisor to interact with Unified Expert 
Advisor using instant messaging. It also supports voice and video, and Unified Expert Advisor can 
deliver incoming calls directly to Cisco Unified Personal Communicator if no hard phone is available. 
Unified Expert Advisor can support either Cisco Unified Personal Communicator clients or Microsoft 
Office Communicator clients, but not both in the same installation.

IPPM (not shown in 

) is an IM and presence client that runs on certain Cisco IP phones. It is 

supported with Unified Expert Advisor as an alternative to Cisco Unified Personal Communicator.

Microsoft Office Communicator is an instant messaging (IM) and presence client. It can be used with 
Unified Expert Advisor as an IM client but not as a softphone. Unified Expert Advisor can support either 
Cisco Unified Personal Communicator clients or Microsoft Office Communicator clients, but not both 
in the same installation.

This section outlines the various features and concepts that describe the Unified Expert Advisor product.

An expert advisor differs from a traditional contact center agent in two specific ways:

Answering phones is not the advisor’s primary job.

The advisor is often mobile and can be reachable at different numbers at different times.

Because answering phones is not the expert's primary job, that person may not always be available or 
willing to accept calls. Unified Expert Advisor accommodates the advisor’s availability to accept a call 
by first offering a task to the advisor using a pop-up IM message, and then allowing the advisor to reject