Cisco Cisco IP Contact Center Release 4.6.2 Design Guide

The Unified ICM components are the typical Unified ICM component set (router, logger, HDS, and so 
forth), which have their usual job of collecting and tracking agent state data, processing incoming calls 
via routing scripts, and queuing and connecting callers with appropriate agents. Three peripheral 
gateways (PGs) are involved in an Expert Advisor solution:

Unified CM PG — Connects to Unified CM via JTAPI. Only one Unified CM PG is shown in 

, but normal duplexing and sizing rules and recommendations apply. Note that, although 

Unified CM is a required part of the deployment, a Unified CM PG is not and may be omitted if the 
deployment does not include traditional Unified CCE agents.

VRU PG — Connects to Unified CVP (or some other service control VRU) via GED-125. Again, 
only one VRU PG is shown in the diagram, but normal duplexing and sizing rules and 
recommendations apply.

Expert Advisor PG — This is a new component in Unified ICM and is designed specifically to 
support Unified Expert Advisor. It is the same executable as the Unified CCE Gateway PG, but it 
functions in a way to support the fact that a termination event is the only call event received when 
using Unified Expert Advisor. The configuration in 

 assumes duplexed PG and Unified 

Expert Advisor Runtime Servers, but a simplexed configuration is also supported.

Unified Expert Advisor is not supported as part of a Unified System CCE deployment.

Unified CVP is an optional component in a Unified Expert Advisor solution, but it is highly 
recommended. With Unified Expert Advisor as well as any Unified ICM solution, Unified CVP provides 
a queuing platform for calls that are in queue for any skill group, including those groups consisting of 
expert advisors. Just as importantly, it provides sophisticated IP call control capability for Unified ICM.

A Unified Expert Advisor deployment that does not include Unified CVP has the following limitations:

Another Service Control VRU (such as IP-IVR or a third-party product) must be provided as a 
queuing platform; or if no queuing is desired, then only Select nodes or similar non-queuing skill 
group selection nodes may be used in the routing script.

Call delivery failures due to the selected advisor's phone being busy, unreachable, or not answered, 
will not necessarily result in an event that could be handled within the Unified ICM routing script.

Certain call disposition reporting fields in Unified ICM might not be accurate because Unified CVP 
explicitly translates certain SIP errors to appropriate Unified ICM Termination Call Detail 
disposition codes.

Unified CVP automatically plays simulated ring tone audio to the caller during the period of time 
when a caller is waiting for an expert advisor but is no longer queued in Unified ICM. 
Unified CVP 7.0 offers a destination-specific ring tone capability, which allows ring tone to be 
replaced with music on hold for that time period. Without Unified CVP, however, callers will hear 
only silence during this period.

Although Unified CVP Release 4.1 is supported, Unified CVP 7.0(2) or a later maintenance release is 
recommended. The following limitations exist when using Unified CVP 4.1 with Unified Expert 
Advisor:

Calls passing through Unified CVP 4.1 will not support video.