Cisco Cisco IPCC Web Option Design Guide

If the expert's phone is busy when the call is sent to it, a re-query is invoked in Unified ICM, thus 
allowing the routing script to take an appropriate action. With Unified CVP 4.1 however, the 
Requery Status does not distinguish between busy and other types of connection failures.

Destination-specific ring tone is not available with Unified CVP 4.1. It is therefore not possible to 
substitute music for ring tone while the caller is waiting for an expert advisor.

Because all Unified Expert Advisor deployments use SIP for call signaling, Unified CVP must also be 
deployed for SIP and not H.323. On the other hand, in deployments where Unified CVP does not 
establish a direct SIP connection to Unified Expert Advisor, such as when calls are translation-routed to 
Unified Expert Advisor through the PSTN or other means, there is no restriction on the signaling type 
in which Unified CVP is deployed.

The gateway (see 

) serves two purposes. First, for calls arriving from the PSTN, the gateway 

provides TDM-to-IP conversion. Later, if Unified ICM needs to queue the call, Unified CVP uses the 
gateway to provide VXML voice browser services to play music and other prompts. Deployments that 
do not include Unified CVP will need some other way of providing TDM-to-IP conversion and some 
other queuing platform.

Unified CM is required in all Unified Expert Advisor deployments. At a minimum, Unified CM proxies 
the addresses where calls are delivered to expert advisors. Stated another way, when Unified Expert 
Advisor delivers a call to an expert advisor, it asks Unified CM to connect the call. Any address that can 
be configured in Unified CM is a valid address to which Unified Expert Advisor can send the call to an 
advisor. This includes both local and remote destinations, hunt and pickup groups, outbound calls via 
the PSTN to cell phones or hard phones, voicemail-forwarded numbers, Mobile Connect remote 
destination numbers, and so forth.

Unified CM may also be used to source calls. Often such calls are initiated by Unified CCE agents in the 
form of a consult operation, but they might also be from any member of the enterprise who has an IP 
phone connected to Unified CM.

Cisco Unified Presence provides the interface to the supported instant messaging (IM) clients, and it is 
required in all Unified Expert Advisor deployments. Ultimately the intent is for Unified Expert Advisor 
to support any IM client that Cisco Unified Presence supports; but as of this release, only Cisco Unified 
Personal Communicator, IP Phone Messenger (IPPM), and Microsoft Office Communicator are 
supported. Via a SIP SIMPLE protocol, Cisco Unified Presence provides regular presence updates to 
Unified Expert Advisor as its users login and go active and inactive, which is how Unified Expert 
Advisor knows which expert advisors are present. IM messages between Unified Expert Advisor and the 
individual expert advisors are also proxied by Cisco Unified Presence. In Microsoft Office 
Communicator deployments, the Cisco Unified Presence server connects to the Microsoft Office 
Communications Server (OCS) via inter-domain federation, and the OCS then connects to the individual 
Microsoft Office Communicator IM clients. In addition, the list of Cisco Unified Presence users is shared 
with Unified Expert Advisor via the AXL protocol, so that customers do not need to configure users 
redundantly on both systems.