Cisco Cisco Unified Contact Center Enterprise 9.0(2) Design Guide
1-22
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 1 Architecture Overview
Unified CCE Routing
determines that agent 111 is the LAA. Agent 111 is currently logged in from device target 1234
(Unified CM phone extension 1234 in this scenario). The Unified ICM router then determines the label
to be returned, based upon the device target and routing client combination. The appropriate label is then
returned to the routing client (Unified CM cluster) so that the call can be routed properly to that phone
(device target).
(Unified CM phone extension 1234 in this scenario). The Unified ICM router then determines the label
to be returned, based upon the device target and routing client combination. The appropriate label is then
returned to the routing client (Unified CM cluster) so that the call can be routed properly to that phone
(device target).
Figure 1-10
Routing Script Example
Translation Routing and Queuing
If no agents are available, then the router exits the Select node and transfers the call to a Unified IP IVR
to begin queuing treatment. The transfer is completed using the Translation Route to VRU node. The
Translation Route to VRU node returns a unique translation route label to the original routing client, the
Unified CM cluster. The translation route label will equal a DN configured in Unified CM. In
Unified CM, that DN is mapped to a CTI Route Point that is associated with the JTAPI user for the
Unified IP IVR to which the call is being transferred.
to begin queuing treatment. The transfer is completed using the Translation Route to VRU node. The
Translation Route to VRU node returns a unique translation route label to the original routing client, the
Unified CM cluster. The translation route label will equal a DN configured in Unified CM. In
Unified CM, that DN is mapped to a CTI Route Point that is associated with the JTAPI user for the
Unified IP IVR to which the call is being transferred.
Unified CM and Unified IP IVR will execute the JTAPI routing control messaging to select an available
CTI Port.
CTI Port.
When the call is successfully transferred to the Unified IP IVR, the Unified IP IVR translation routing
application first sends a request instruction message to the Unified ICM via the SCI between the
Unified IP IVR and the Unified ICM. The Unified ICM identifies the DN as being the same as the
translation route label and is then able to re-associate this call with the call that was previously being
application first sends a request instruction message to the Unified ICM via the SCI between the
Unified IP IVR and the Unified ICM. The Unified ICM identifies the DN as being the same as the
translation route label and is then able to re-associate this call with the call that was previously being
Agent ID
Dev Target
111
1234
Label
1234
1234
CM Cluster
IPIVR 1
IPIVR 2
Dev Target
1234
1234
1234
1234
Route response returned
to Unified CM Cluster
76581
Route request (DN, ANI, CED)
Unified CM
cluster
Rtg Client