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 1 Architecture Overview
Conferences in a Unified CCE Environment
Agent IDs should not match any of the extensions on the Unified CM cluster. If you begin all agent IDs
with the same number and they all have the same length, you could set up a generic wildcard string that
matches all agent IDs so that you need only one entry in the DNP for agent-to-agent routing.
with the same number and they all have the same length, you could set up a generic wildcard string that
matches all agent IDs so that you need only one entry in the DNP for agent-to-agent routing.
If your environment has multiple PIMs, then you must use an agent ID number plan to determine which
PIM contains this agent. Agent IDs by themselves are not unique. Agent IDs are associated with a
specific PIM and can be reused on other PIMs. By not repeating agent IDs across the enterprise and by
setting up a consistent agent ID assignment plan (such as all PIM 1 agent IDs begin with a 1, all PIM 2
agent IDs begin with a 2, and so on), you can parse the CED field in the script editor to determine which
PIM contains the agent. The parsing may be done via a series of “if” nodes in the script editor or via a
route-select node. The agent-to-agent node requires the PIM to be specified.
PIM contains this agent. Agent IDs by themselves are not unique. Agent IDs are associated with a
specific PIM and can be reused on other PIMs. By not repeating agent IDs across the enterprise and by
setting up a consistent agent ID assignment plan (such as all PIM 1 agent IDs begin with a 1, all PIM 2
agent IDs begin with a 2, and so on), you can parse the CED field in the script editor to determine which
PIM contains the agent. The parsing may be done via a series of “if” nodes in the script editor or via a
route-select node. The agent-to-agent node requires the PIM to be specified.
In the event that the target agent is not in a ready state, the agent-to-agent script editor node allows
alternative routing for the call.
alternative routing for the call.
Transferring Conference Calls
Transferring of conference calls is allowed with the same conditions as described in the section on
.
Conference Reporting
After a conference call is completed, a call detail record for the original call leg will exist and a new call
detail record will be opened for the new call leg. The two call records are associated with one another
via a common call ID assigned by the Unified ICM. The time during the consultation call leg, and before
the conference is completed, is considered as talk time for the conferencing agent.
detail record will be opened for the new call leg. The two call records are associated with one another
via a common call ID assigned by the Unified ICM. The time during the consultation call leg, and before
the conference is completed, is considered as talk time for the conferencing agent.
For more details, refer to the Unified CCE Reporting Guide, available online at Cisco.com.
Combination or Multiple Conferences
During a conference, only the controller may (through the softphone) conference in other participants.
Hardware phones might allow this function, but it is not supported by Unified CCE.
Hardware phones might allow this function, but it is not supported by Unified CCE.
After a call has been successfully conferenced, another party can be conferenced in by the controller.
The limit on the number of participants depends on the bridging hardware used, the Unified CM
configuration, and so forth.
The limit on the number of participants depends on the bridging hardware used, the Unified CM
configuration, and so forth.
PSTN Transfers (Takeback N Transfer, or Transfer Connect)
Many PSTN service providers offer a network-based transfer service. These services are generally
invoked by the customer premises equipment (CPE) outpulsing a series of DTMF tones. The PSTN is
provisioned to detect these tones and perform some specific logic based upon the tones detected. A
typical outpulse sequence might be something like *827500. This DTMF string could mean, “transfer
this call to site 2 and use 7500 as the DNIS value when delivering the call to site 2.” Unified CCE has
the ability to invoke these types of transfers.
invoked by the customer premises equipment (CPE) outpulsing a series of DTMF tones. The PSTN is
provisioned to detect these tones and perform some specific logic based upon the tones detected. A
typical outpulse sequence might be something like *827500. This DTMF string could mean, “transfer
this call to site 2 and use 7500 as the DNIS value when delivering the call to site 2.” Unified CCE has
the ability to invoke these types of transfers.