Cisco Cisco IPCC Web Option Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 7 Cisco Unified Expert Advisor Option
Recommendations for Deploying Unified Expert Advisor
It is important, therefore, to find non-mechanical ways to encourage advisors to accept calls. Some
methods might involve financial incentives, competitions among advisors, consideration during annual
reviews, explicitly scheduling experts to take escalation calls, and so forth. This is an issue your
enterprise should consider as part of its overall deployment success strategy.
methods might involve financial incentives, competitions among advisors, consideration during annual
reviews, explicitly scheduling experts to take escalation calls, and so forth. This is an issue your
enterprise should consider as part of its overall deployment success strategy.
SIP Configuration
The following series of specific notes describe how best to configure various SIP parameters in a Unified
Expert Advisor deployment:
Expert Advisor deployment:
•
Cisco Unified Presence SIP Proxy Server — Record Route Header
The default setting of the Add Record Route Header service parameter for the Cisco Unified
Presence Proxy Service has varied from one release of Cisco Unified Presence to another. It should
be set to OFF.
Presence Proxy Service has varied from one release of Cisco Unified Presence to another. It should
be set to OFF.
•
Cisco Unified Presence SIP Proxy Server — Maximum INVITE Retransmissions
The default setting of the Maximum INVITE Retransmissions service parameter for the Cisco
Unified Presence Proxy Service is 6. However, in a redundant Unified Expert Advisor environment,
failover works best when this parameter is set to 2.
Unified Presence Proxy Service is 6. However, in a redundant Unified Expert Advisor environment,
failover works best when this parameter is set to 2.
•
SIP Protocol
User Datagram Protocol (UDP) is preferred over TCP because it detects and reacts to failover
situations much more readily. It is usually best to select one protocol and use it on all SIP
connections in the deployment. SIP over TLS is not available in the current release.
situations much more readily. It is usually best to select one protocol and use it on all SIP
connections in the deployment. SIP over TLS is not available in the current release.
•
Media Termination Points (MTP)
Due to a limitation in the Cisco IOS SIP implementation in some older Cisco IOS releases, an MTP
was required in Cisco Unified CM on the SIP trunk that connects to Unified CVP or its SIP proxy
server, in order for expert advisors to be able to use Unified CM features to consult, transfer, or
conference a call to another destination. If these capabilities were not important in a particular
deployment, then the MTP was not required. Refer to the Expert Advisor 7.5(1) Release Notes for
more details. In later Cisco IOS releases, this limitation no longer exists and thus the MTP is no
longer required.
was required in Cisco Unified CM on the SIP trunk that connects to Unified CVP or its SIP proxy
server, in order for expert advisors to be able to use Unified CM features to consult, transfer, or
conference a call to another destination. If these capabilities were not important in a particular
deployment, then the MTP was not required. Refer to the Expert Advisor 7.5(1) Release Notes for
more details. In later Cisco IOS releases, this limitation no longer exists and thus the MTP is no
longer required.
Unified CVP Time-Outs
Unified CVP 7.0 and later should be configured to limit the amount of time it will allow Unified Expert
Advisor to have control of a call without it being answered by an expert advisor. This configuration can
be done in Unified CVP under Call Server Configuration > SIP > Patterns for RNA timeout on
outbound SIP calls. There should be an entry for the dialed number pattern that corresponds to the set
of Translation Route DNISs that are used to transfer the call to Unified Expert Advisor. For those calls,
the time-out should be configured to an appropriate number of seconds (typically between 30 and 120)
to allow before the Unified ICM routing script is re-queried.
Advisor to have control of a call without it being answered by an expert advisor. This configuration can
be done in Unified CVP under Call Server Configuration > SIP > Patterns for RNA timeout on
outbound SIP calls. There should be an entry for the dialed number pattern that corresponds to the set
of Translation Route DNISs that are used to transfer the call to Unified Expert Advisor. For those calls,
the time-out should be configured to an appropriate number of seconds (typically between 30 and 120)
to allow before the Unified ICM routing script is re-queried.
For Unified CVP releases prior to 7.0, there is no way to control this time-out on a per-destination basis.
It can be configured, but the setting will apply to all calls being delivered by Unified CVP to any
destination.
It can be configured, but the setting will apply to all calls being delivered by Unified CVP to any
destination.