Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

they will have to select that line on the phone or use the agent desktop to answer that line appearance 
directly. They should also be aware that they will have to manage their agent state and go into not-ready 
mode manually when they want to place a call on their normal extension, so that Unified CCE will not 
attempt to route a call to them while they are on the other line.

It is possible to have a deployment where the agent extension is the same as the agent's DID or personal 
line. When call waiting is configured on the agent phone, agent-to-agent calls could interrupt a customer 
call. To prevent this from happening, agent-to-agent routing can be used and the agent-to-agent routing 
script can be set up to queue or reject the call if the agent is busy. This is a good option if there is a need 
to see all agent activity and to avoid all interruptions for the agent. The configuration involves using CTI 
Route Points in Unified CM instead of the agent DID in order to send the calls to Unified CCE for 
agent-to-agent routing. For ease of configuration and to reduce the number of CTI route points, the 
Unified CM wildcard feature can be used, although the ICM will require distinct routing DNs, one for 
each agent.

Call queuing can occur in three distinct scenarios in a contact center:

New call waiting for handling by initial agent

Transferred call waiting for handling by a second (or subsequent) agent

Rerouted call due to ring-no-answer, waiting for handling by an initial or subsequent agent

When planning your Unified CCE deployment, it is important to consider how queuing and requeuing 
are going to be handled.

Call queuing in a Unified CCE deployment requires use of an IVR platform that supports the SCI 
interface to the Unified ICM. The Unified IP IVR is one such platform. Cisco also offers another IVR 
platform, Unified CVP, that can be used as a queuing point for Unified CCE deployments. The chapter 
on 

, provides considerations for deployments with Unified CVP.   

Traditional IVRs can also be used in Unified CCE deployments, and the chapter on 

, also provides considerations for deployments with traditional IVRs.

In a Unified CCE environment, an IVR is used to provide voice announcements and queuing treatment 
while waiting for an agent. The control over the type of queuing treatment for a call is provided by the 
Unified ICM via the SCI interface. The Run VRU Script node in a Unified ICM routing script is the 
component that causes the Unified ICM to instruct the IVR to play a particular queuing treatment.

While the IVR is playing the queuing treatment (announcements) to the caller, the Unified ICM waits 
for an available agent with a particular skill (as defined within the routing script for that call). When an 
agent with the appropriate skill becomes available, the Unified ICM reserves that agent and then 
instructs the IVR to transfer the voice path to that agent's phone.