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
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Chapter 1 Architecture Overview
Conferences in a Unified CCE Environment
string (such as sales or service) is also valid provided it is configured in the Unified CCE Dialed Number
Plan. The conferencing agent then clicks OK to initiate the conference. The conference request message
flows from the conferencing agent desktop to the CTI Server and then to the Unified CM PIM.
Plan. The conferencing agent then clicks OK to initiate the conference. The conference request message
flows from the conferencing agent desktop to the CTI Server and then to the Unified CM PIM.
Note that single-step blind transfers are not supported.
Any call data that was delivered to the conferencing agent or added by the conferencing agent is sent
along with the conference request to the Unified CM PIM.
along with the conference request to the Unified CM PIM.
Dialed Number Plan
The Unified CM PIM then attempts to match the dialed number with an entry in the Dialed Number Plan.
The Unified ICM Dialed Number Plan (DNP) is currently administered via the Bulk Configuration tool
on the Unified ICM Administrative Workstation (AW). Entries in the DNP are entered per peripheral
(PIM), and all DNP entries for a particular PIM are downloaded to the PIM upon PIM startup. Updates
and additions to the DNP are also sent to the PIM dynamically, and they take effect immediately and are
used for the next call being conferenced. In order for the Unified ICM to route the conference and have
all call data move with the conference and be saved for cradle-to-grave reporting, a match for the dialed
number must be found in the DNP for the PIM where the agent is currently logged in.
The Unified ICM Dialed Number Plan (DNP) is currently administered via the Bulk Configuration tool
on the Unified ICM Administrative Workstation (AW). Entries in the DNP are entered per peripheral
(PIM), and all DNP entries for a particular PIM are downloaded to the PIM upon PIM startup. Updates
and additions to the DNP are also sent to the PIM dynamically, and they take effect immediately and are
used for the next call being conferenced. In order for the Unified ICM to route the conference and have
all call data move with the conference and be saved for cradle-to-grave reporting, a match for the dialed
number must be found in the DNP for the PIM where the agent is currently logged in.
Within the DNP, fuzzy (wildcard) matching of dialed number strings is allowed. The DNP is not the same
as the Dialed Number table used by the Unified ICM router and managed via the AW Configuration
Manager tool. The Unified ICM router maps dialed numbers to call types, and call types are mapped to
Unified ICM routing scripts. This is how a specific dialed number is mapped to a routing script in the
Unified ICM router. For administration details on editing dialed numbers, call types, and routing scripts,
refer to the Cisco Unified Contact Center Administration Guide, available at
as the Dialed Number table used by the Unified ICM router and managed via the AW Configuration
Manager tool. The Unified ICM router maps dialed numbers to call types, and call types are mapped to
Unified ICM routing scripts. This is how a specific dialed number is mapped to a routing script in the
Unified ICM router. For administration details on editing dialed numbers, call types, and routing scripts,
refer to the Cisco Unified Contact Center Administration Guide, available at
For help with designing a dial plan for your Unified CCE deployment, consult your Cisco Systems
Engineer (SE).
Engineer (SE).
Note
For network blind transfer (NBT) scenarios using a route point, there are discrepancies in the Telephony
Call Dispatcher (TCD) table. Therefore, Cisco recommends using the Dialed Number Plan (DNP)
instead of a route point for NBT scenarios.
Call Dispatcher (TCD) table. Therefore, Cisco recommends using the Dialed Number Plan (DNP)
instead of a route point for NBT scenarios.
Dial Plan Type
Entries in the Dialed Number Plan must be configured with a dial plan type. There are six predefined
(via a list box) DNP types that correspond to the types specified in the agent desk settings profile. In
order for a call or conference to proceed any further, the DNP type for that call must be allowed in the
agent desk setting profile used by the conferencing agent. Because the Unified CM calling search spaces
override any desk settings, it is best to allow all dial plan types in the agent desk settings.
(via a list box) DNP types that correspond to the types specified in the agent desk settings profile. In
order for a call or conference to proceed any further, the DNP type for that call must be allowed in the
agent desk setting profile used by the conferencing agent. Because the Unified CM calling search spaces
override any desk settings, it is best to allow all dial plan types in the agent desk settings.
Note
Changes to the agent desk settings profile do not take effect until the agent logs out and logs in again.