Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
1-21
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 1 Architecture Overview
Unified CCE Routing
Agent Desk Settings
Agent Desk Settings provide a profile that specifies parameters such as whether auto-answer is enabled,
how long to wait before rerouting a call for Ring No Answer, what DN to use in the rerouting, and
whether reason codes are needed for logging out and going not-ready. Each agent must be associated
with an agent desk setting profile in the Unified ICM configuration. A single agent desk setting profile
can be shared by many agents. Changes made to an agent’s desk setting profile while the agent is logged
in are not activated until the agent logs out and logs in again.
how long to wait before rerouting a call for Ring No Answer, what DN to use in the rerouting, and
whether reason codes are needed for logging out and going not-ready. Each agent must be associated
with an agent desk setting profile in the Unified ICM configuration. A single agent desk setting profile
can be shared by many agents. Changes made to an agent’s desk setting profile while the agent is logged
in are not activated until the agent logs out and logs in again.
Agents
Agents are configured within the Unified ICM and are associated with one specific Unified CM PIM
(that is, one Unified CM cluster). Within the Unified ICM configuration, you also configure the
password for the agent to use at login. These passwords are local only to the Unified CCE application
and do not interact with the Active Directory or any other encryption or authentication system.
(that is, one Unified CM cluster). Within the Unified ICM configuration, you also configure the
password for the agent to use at login. These passwords are local only to the Unified CCE application
and do not interact with the Active Directory or any other encryption or authentication system.
Skill Groups
Skill groups are configured within the Unified ICM so that agents with similar skills can be grouped
together. Agents can be associated with one or more skill groups. Skill groups are associated with a
specific Unified CM PIM. Skill groups from multiple PIMs can be grouped into Enterprise Skill
Groups. Creating and using Enterprise Skill Groups can simplify routing and reporting in some
scenarios.
together. Agents can be associated with one or more skill groups. Skill groups are associated with a
specific Unified CM PIM. Skill groups from multiple PIMs can be grouped into Enterprise Skill
Groups. Creating and using Enterprise Skill Groups can simplify routing and reporting in some
scenarios.
Directory (Dialed) Numbers and Routing Scripts
In order for Unified CM to generate a route request to the Unified ICM, Unified CM must associate the
DN with a CTI Route Point that is associated with the Unified ICM JTAPI User. The DN must also be
configured in the Unified ICM. Once the Unified ICM receives the route request with the DN, that DN
is mapped to a Unified ICM Call type, which is then mapped to a Unified ICM routing script.
DN with a CTI Route Point that is associated with the Unified ICM JTAPI User. The DN must also be
configured in the Unified ICM. Once the Unified ICM receives the route request with the DN, that DN
is mapped to a Unified ICM Call type, which is then mapped to a Unified ICM routing script.
Agent Login and State Control
Agents log in to Unified CCE from their Unified CCE agent desktop application. When logging in, the
agent is presented with a dialog box that prompts for agent ID or login name, password, and the Unified
CCE phone extension to be used for this login session. It is at login time that the agent ID, phone
extension (device target), agent desk setting profile, skills, and desktop IP address are all dynamically
associated. The association is released upon agent logout.
agent is presented with a dialog box that prompts for agent ID or login name, password, and the Unified
CCE phone extension to be used for this login session. It is at login time that the agent ID, phone
extension (device target), agent desk setting profile, skills, and desktop IP address are all dynamically
associated. The association is released upon agent logout.
Unified CCE Routing
The example routing script in
illustrates how Unified CCE routes calls. In this routing script,
the Unified CM PIM (or cluster) is the routing client. Upon receipt of the route request, the Unified ICM
maps the DN to a call type and then maps the call type to this routing script. In this routing script, the
Unified ICM router first uses a Select node to look for the Longest Available Agent (LAA) in the
BoatSales skill group on the CCM_PG_1 peripheral gateway (or cluster). The Unified ICM router
maps the DN to a call type and then maps the call type to this routing script. In this routing script, the
Unified ICM router first uses a Select node to look for the Longest Available Agent (LAA) in the
BoatSales skill group on the CCM_PG_1 peripheral gateway (or cluster). The Unified ICM router