Cisco Cisco Unified Contact Center Enterprise 9.0(2) 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
Transfers in a Unified CCE Environment
Transfers in a Unified CCE Environment
Transfers are a commonly used feature in contact centers, therefore it is very important to consider all
of the possible transfer scenarios desired for your Unified CCE installation. This section explains basic
transfer concepts, and the transfer scenarios themselves are discussed in the chapter on
of the possible transfer scenarios desired for your Unified CCE installation. This section explains basic
transfer concepts, and the transfer scenarios themselves are discussed in the chapter on
Transfers involve three parties: the original caller, the transferring agent, and the target agent. The
original caller is the caller that made the original call that was routed to the transferring agent. The
transferring agent is the agent requesting the transfer to the target agent. The target agent is the agent
receiving the transfer from the transferring agent. This terminology is used throughout this document
when referring to the different parties.
original caller is the caller that made the original call that was routed to the transferring agent. The
transferring agent is the agent requesting the transfer to the target agent. The target agent is the agent
receiving the transfer from the transferring agent. This terminology is used throughout this document
when referring to the different parties.
Note
Cisco recommends that all call control (answer, release, transfer, conference, and so on) be done from
the agent desktop application.
the agent desktop application.
When a transferring agent wants to transfer a call to another skill group or agent, the transferring agent
clicks on the transfer button on the Unified CCE Agent Desktop. A dialog box allows the transferring
agent to enter the dialed number of a skill group or agent. An alphanumeric dialed number string (such
as sales or service) is also valid. The transferring agent also selects whether this transfer is to be a
single-step (blind) transfer or a consultative transfer. (Single-step transfer is the default.) The
transferring agent then clicks OK to complete (single-step) or initiate (consultative) the transfer. The
transfer request message flows from the transferring agent desktop to the CTI Server and then to the
Unified CM PIM.
clicks on the transfer button on the Unified CCE Agent Desktop. A dialog box allows the transferring
agent to enter the dialed number of a skill group or agent. An alphanumeric dialed number string (such
as sales or service) is also valid. The transferring agent also selects whether this transfer is to be a
single-step (blind) transfer or a consultative transfer. (Single-step transfer is the default.) The
transferring agent then clicks OK to complete (single-step) or initiate (consultative) the transfer. The
transfer request message flows from the transferring agent desktop to the CTI Server and then to the
Unified CM PIM.
Any call data that was delivered to the transferring agent or added by the transferring agent is sent along
with the transfer request to the Unified CM PIM.
with the transfer request to the Unified CM PIM.
Conferences in a Unified CCE Environment
Conferences are a commonly used feature in contact centers, therefore it is very important to consider
all of the possible conference scenarios desired for your Unified CCE installation. This section explains
basic conference concepts, and the conference scenarios themselves are discussed in the chapter on
all of the possible conference scenarios desired for your Unified CCE installation. This section explains
basic conference concepts, and the conference scenarios themselves are discussed in the chapter on
Conferences involve three or more parties: the original caller, added participants, the conferencing agent,
and the target agent. The original caller is the caller that made the original call that was routed to the
conferencing agent. Added participants are parties that are already in an existing conference call. The
conferencing agent is the agent requesting the conference to add the target agent. The target agent is the
agent being added to the conference. This terminology is used throughout this document when referring
to the various parties in a conference.
and the target agent. The original caller is the caller that made the original call that was routed to the
conferencing agent. Added participants are parties that are already in an existing conference call. The
conferencing agent is the agent requesting the conference to add the target agent. The target agent is the
agent being added to the conference. This terminology is used throughout this document when referring
to the various parties in a conference.
Note
Cisco recommends that all call control (answer, release, conference, transfer, and so on) be done from
the agent desktop application.
the agent desktop application.
When a conferencing agent wants to conference a call to another skill group or agent, the conferencing
agent clicks on the conference button on the Unified CCE Agent Desktop. A dialog box allows the
conferencing agent to enter the dialed number of a skill group or agent. An alphanumeric dialed number
agent clicks on the conference button on the Unified CCE Agent Desktop. A dialog box allows the
conferencing agent to enter the dialed number of a skill group or agent. An alphanumeric dialed number