Cisco Cisco IP Contact Center Release 4.6.2 Design Guide

Post-routing is used when a call is already at a peripheral ACD or IVR and needs to be routed 
intelligently to another agent or location. If an agent gets a call in the ACD or Unified CCE that needs 
to be sent to a different skill group or location, the agent can make use of the post-route functionality to 
reroute the call. The post-route call flow is as follows:

The agent transfers the call to the local CTI route point for reroute treatment using the CTI agent 
desktop.

The reroute application or script makes a post-route request to the Unified ICM parent via the local 
Unified CCE Gateway PG connection.

The Unified ICM parent maps the CTI route point from the Unified CCE as the dialed number and 
uses that number to select a routing script. This script will return a label or routing instruction that 
can move the call to another site, or to the same site but into a different skill group, or to a CVP node 
for queueing.

The Unified CCE receives the post-route response from the Unified ICM parent system and uses the 
returned routing label as a transfer number to send the call to the next destination.

The parent/child model provides for fault tolerance to maintain a complete IP-ACD with either Unified 
CCX or Unified CCE deployed at the site, with local IP-PBX and call treatment and queueing 
functionality.

If the WAN between the Unified CCE child site and the Unified ICM parent fails, the local Unified CCE 
system will be isolated from the parent as well as the Unified CVP voice gateway. Calls coming into the 
site will no longer get treatment from the CVP under control of the Unified ICM parent, so the following 
functionality must be replicated locally:

In the CVP voice gateway, the dial peer statements must pass control of the calls to the local 
Unified CM cluster if the CVP Call Control Server cannot be reached.

The local Unified CM cluster must have CTI route points mapped to the inbound DNIS or dialed 
numbers that the local voice gateway will present if the CVP Call Control Server is not reached.

For Unified CCX:

Unified CCX JTAPI applications have to be mapped to these CTI route points to provide any typical 
inbound call treatment, such as playing a welcome greeting or other message.

The application has to provide for call queueing and treatment in queue while waiting for a local 
Contact Service Queue (CSQ) agent.

Any data lookup or external CTI access that is normally provided by CVP or the parent Unified ICM 
must be provisioned locally to allow the agents to have full access to customer data screen pops as 
well.

Any post-routing applications or transfer scripts will fail during this outage, so the Unified CCX 
must be configured to handle this outage or prevent the post-route applications from being accessed.