Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
1-19
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 1 Architecture Overview
Unified ICM Routing Clients
Figure 1-9
System Unified CCE
For more information on System Unified CCE, see the chapter on
Unified ICM Routing Clients
A Unified ICM routing client is anything that can generate a route request to the Unified ICM Central
Controller. The Unified CM PIM (representing the entire Unified CM cluster) and each
Unified IP IVR/Unified CVP PIM are routing clients. Routing clients generate route requests to the
Unified ICM Central Controller. The Unified ICM Central Controller then executes a routing script and
returns a routing label to the routing client. A redundant PIM is viewed as a single logical routing client,
and only one side of a PIM is active at any point in time. In a Unified CCE deployment with one
Unified CM cluster (with any number of nodes) and two Unified IP IVRs, three routing clients are
required: the Unified CM PIM and the two Unified IP IVR/Unified CVP PIMs.
Controller. The Unified CM PIM (representing the entire Unified CM cluster) and each
Unified IP IVR/Unified CVP PIM are routing clients. Routing clients generate route requests to the
Unified ICM Central Controller. The Unified ICM Central Controller then executes a routing script and
returns a routing label to the routing client. A redundant PIM is viewed as a single logical routing client,
and only one side of a PIM is active at any point in time. In a Unified CCE deployment with one
Unified CM cluster (with any number of nodes) and two Unified IP IVRs, three routing clients are
required: the Unified CM PIM and the two Unified IP IVR/Unified CVP PIMs.
The public switched telephone network (PSTN) can also function as a routing client. The Unified ICM
supports a software module called a Network Interface Controller (NIC), which enables the Unified ICM
to control how the PSTN routes a call. Intelligently routing a call before the call is delivered to any
customer premise equipment is referred to as pre-routing. Only certain PSTNs have NICs supported by
the Unified ICM. For a detailed list of PSTN NICs and details on Unified ICM pre-routing, refer to the
Pre-installation Planning Guide for Cisco ICM Enterprise & Hosted Editions, available at
supports a software module called a Network Interface Controller (NIC), which enables the Unified ICM
to control how the PSTN routes a call. Intelligently routing a call before the call is delivered to any
customer premise equipment is referred to as pre-routing. Only certain PSTNs have NICs supported by
the Unified ICM. For a detailed list of PSTN NICs and details on Unified ICM pre-routing, refer to the
Pre-installation Planning Guide for Cisco ICM Enterprise & Hosted Editions, available at
Other applications such as the Cisco Media Blender, the Cisco Collaboration Server, and the Cisco
E-Mail Manager can also function as routing clients to allow the Unified ICM to become a multi-channel
contact routing engine. Details of currently available multi-channel routing are available on Cisco.com.
E-Mail Manager can also function as routing clients to allow the Unified ICM to become a multi-channel
contact routing engine. Details of currently available multi-channel routing are available on Cisco.com.
143306
Optional
IPIVR
Admin Browser
WebView Browser
Agent Desktop
Unified CM Cluster
Central Controller
Agent/IVR Controller
Outbound
Controller
Multichannel
Controller
CAD Services
Admin and Reporting
Optional
CCMP