Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

Entries in the Dialed Number Plan must also be configured to indicate whether a post-route is required. 
For dialed numbers to be used in conference scenarios, Cisco recommends that the post-route option be 
set to Yes for conferences. When this field is set to Yes, the dialed number to be used for the route request 
must be supplied in the Dialed Number column of the Dialed Number Plan Editor.

Assuming a match is found in the DNP for the conference, the DNP type is allowed for the conferencing 
agent, and the post-route option is set to Yes, then the PIM logic will generate a route request to the 
Unified ICM central controller using the dialed number specified in this same DNP entry.

Upon receipt of the route request, the Unified ICM router matches the dialed number to a call type and 
executes the appropriate routing script to find an appropriate target agent for the call. Within the routing 
script, any of the call data collected so far could be used in the intelligent routing of the call. The Unified 
ICM router will determine which device target (phone extension and desktop) the agent is logged into 
and will then return the label that points to that device target to the Unified CM PIM.

At this point there are numerous scenarios that can occur, depending upon the type of conference being 
performed, as described in the following sections:

A blind conference is used when the conferencing agent does not need to speak with the target agent. 
After specifying a blind conference in the conference dialog box on the agent desktop, the conferencing 
agent enters a DN and clicks the Initiate Conference button. The desktop then sends the conference 
request to the Unified CM PIM. Assuming a match is found in the DNP, the DNP type is valid, and 
post-route is selected, the Unified CM PIM generates the route request to get a routing label and then 
instructs the Unified CM to perform a single-step conference (without any further action from the 
conferencing agent). The conferencing agent will see the call disappear from their desktop and they will 
transition to the next agent state (wrap-up, ready, or not ready), depending on the agent desk settings for 
the conferencing agent. While the call is being placed to the target agent, the original caller is 
temporarily placed on hold. When the target agent's phone begins ringing, the original caller hears the 
ringing (assuming auto-answer is not enabled). The target agent receives a screen pop with all call data, 
and the Answer button on their agent desktop is enabled when the phone begins ringing. Upon answering 
the call, the target agent is speaking with the original caller and the conference is then complete. If the 
target agent does not answer, then RONA (reroute on no answer) call rerouting logic will take over.

If auto-answer is enabled, the original caller and the target agent do not hear any ringing; the call is just 
connected between the original caller and the target agent.

If the agent is conferencing the call to a generic (skill-group) DN to find an available agent with a 
particular skill, but no such agent is currently available, then the Unified ICM routing script should be 
configured to translation-route the call to a Unified IP IVR for queuing treatment. The call would still 
be released from the conferencing agent desktop almost immediately. Any call data collected by the 
conferencing agent would automatically be passed to the IVR. The caller will not hear any ringback 
tones because the Unified IP IVR CTI Port will answer immediately. When the target agent becomes 
ready, the Unified ICM will instruct the IVR to conference the call, and the Unified ICM will pop the 
agent desktop with all call data.