Cisco Cisco E-Mail Manager Unity Integration Option Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 7 Cisco Unified Expert Advisor Option
Characteristics
A Unified Expert Advisor skill group may contain only expert advisors; you cannot mix other Unified
ICM agents with expert advisors in the same skill group. Nevertheless, from Unified ICM's perspective,
a skill group containing expert advisors is no different than one containing traditional agents. A single
Queue to Skill Group node may include both traditional and expert advisor skill groups if so desired.
ICM agents with expert advisors in the same skill group. Nevertheless, from Unified ICM's perspective,
a skill group containing expert advisors is no different than one containing traditional agents. A single
Queue to Skill Group node may include both traditional and expert advisor skill groups if so desired.
Expert Advisor Availability States
The expert advisor's availability state is determined by the state of his presence client. If the advisor’s
presence client is not logged in to Cisco Unified Presence, then he is not logged in to any assignment
queue and therefore not logged in to any Unified ICM skill group. If the advisor’s presence client is
logged in and available, then the expert is available on all assignment queues (and therefore Unified ICM
skill groups) of which he is a member. If advisor’s presence client is logged in but "away," then the expert
is not available in any assignment queues or Unified ICM skill groups.
presence client is not logged in to Cisco Unified Presence, then he is not logged in to any assignment
queue and therefore not logged in to any Unified ICM skill group. If the advisor’s presence client is
logged in and available, then the expert is available on all assignment queues (and therefore Unified ICM
skill groups) of which he is a member. If advisor’s presence client is logged in but "away," then the expert
is not available in any assignment queues or Unified ICM skill groups.
The Cisco Unified Personal Communicator client, like other IM clients, allows the user to modify the
list of the presence states that appear in his drop-down list. Similarly, Unified Expert Advisor allows
administrators to manually define how those presence states map to assignment queue and Unified ICM
skill group availability status.
list of the presence states that appear in his drop-down list. Similarly, Unified Expert Advisor allows
administrators to manually define how those presence states map to assignment queue and Unified ICM
skill group availability status.
Unified Expert Advisor Uses Unified ICM Enterprise Routing Semantics
From the perspective of Unified ICM, Unified Expert Advisor is just another Enterprise Routing Service
(ERS) peripheral. Just as with Unified CCE Child and any traditional third-party ACD, the Unified ICM
router selects a hypothetical agent from a skill group but then routes the call to the peripheral, not to the
agent. It is then up to the peripheral to indicate to Unified ICM which agent actually received the call.
(ERS) peripheral. Just as with Unified CCE Child and any traditional third-party ACD, the Unified ICM
router selects a hypothetical agent from a skill group but then routes the call to the peripheral, not to the
agent. It is then up to the peripheral to indicate to Unified ICM which agent actually received the call.
Also as with Unified CCE Child and third-party ACDs, it can take some time for the agent to receive the
call, during which time the peripheral is responsible for any local queuing that might be required. On the
other hand, Unified ICM should be scripted so that it does not to send the call until it is reasonably sure
there is an agent available to accept it. In the case of Unified Expert Advisor, the local queue time could
be considerable because it includes not only the time in which expert advisors are being offered the task,
but also the possibility that no advisor accepts it. In that case the call continues under the control of
Unified Expert Advisor until more expert advisors in the assignment queue become available.
call, during which time the peripheral is responsible for any local queuing that might be required. On the
other hand, Unified ICM should be scripted so that it does not to send the call until it is reasonably sure
there is an agent available to accept it. In the case of Unified Expert Advisor, the local queue time could
be considerable because it includes not only the time in which expert advisors are being offered the task,
but also the possibility that no advisor accepts it. In that case the call continues under the control of
Unified Expert Advisor until more expert advisors in the assignment queue become available.
The next section on
, explains ways to mitigate
the effects of this queue time.
Strategies for Managing Extended Ring Time
As mentioned above, due to Unified Expert Advisor's process for offering tasks to advisors, a call could
remain under the control of Unified Expert Advisor without being answered for quite some time after it
has finished queuing. During that time, the caller is listening to ring tone. You can use any of the
following methods to mitigate the impact on the caller experience:
remain under the control of Unified Expert Advisor without being answered for quite some time after it
has finished queuing. During that time, the caller is listening to ring tone. You can use any of the
following methods to mitigate the impact on the caller experience:
•
If Unified CVP 7.0 or later is used as the routing service and queuing platform, then Unified CVP
can be configured to provide a special ring tone for calls while they are at Unified Expert Advisor.
The ring tone can be any .wav file, such as a music file, and it can be applied on the basis of a
particular outbound dialed number, which in this case would be the translation route address pattern
that is used to transfer calls to Unified Expert Advisor from Unified CVP. For more information,
refer to the custom ringtone patterns feature in the Unified CVP documentation.
can be configured to provide a special ring tone for calls while they are at Unified Expert Advisor.
The ring tone can be any .wav file, such as a music file, and it can be applied on the basis of a
particular outbound dialed number, which in this case would be the translation route address pattern
that is used to transfer calls to Unified Expert Advisor from Unified CVP. For more information,
refer to the custom ringtone patterns feature in the Unified CVP documentation.