Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
3-60
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Design Considerations for Unified CCE System Deployment with Unified ICM Enterprise
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The Child CCE Routing Script must handle queueing of calls for agents in local skill groups,
instructing the IP IVR to play treatment in-queue while waiting for an agent.
instructing the IP IVR to play treatment in-queue while waiting for an agent.
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Any data lookup or external CTI access that is normally provided by the Parent CVP or the
Parent Unified ICM must be provisioned locally to allow the agents to have full access to
customer data for routing and screen pops.
Parent Unified ICM must be provisioned locally to allow the agents to have full access to
customer data for routing and screen pops.
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Any post-routing transfer scripts will fail during this outage, so Unified CCE must be
configured to handle this outage or prevent the post-route scripts from being accessed.
configured to handle this outage or prevent the post-route scripts from being accessed.
•
For Unified CCE Child configurations using local Unified CVP resources for queue and treatment
with Unified CCE 7.5(x):
with Unified CCE 7.5(x):
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The local voice gateway must have dial peer statements to pass control of the calls to the local
Unified CVP Call Server at the Child site. Also, the inbound DNIS or dialed numbers that the
local voice gateway will present to the Child CVP must be configured in the Child CCE to
process these calls locally at the Child.
Unified CVP Call Server at the Child site. Also, the inbound DNIS or dialed numbers that the
local voice gateway will present to the Child CVP must be configured in the Child CCE to
process these calls locally at the Child.
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The local VXML Gateways and CVP Call Servers must be configured with appropriate .wav
files and applications that can be called by the Unified CCE Child system locally to provide
basic call treatment such as playing a welcome greeting or other messages.
files and applications that can be called by the Unified CCE Child system locally to provide
basic call treatment such as playing a welcome greeting or other messages.
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Self-service or CVP Studio VXML applications normally provided by the Parent ICM must be
replicated using CVP VXML Server (web application server) at the Child to generate the
dynamic VXML for these applications.
replicated using CVP VXML Server (web application server) at the Child to generate the
dynamic VXML for these applications.
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The Child CCE Routing Script must handle queueing of calls for agents in local skill groups,
instructing the local Unified CVP at the Child to play treatment in-queue while waiting for an
agent.
instructing the local Unified CVP at the Child to play treatment in-queue while waiting for an
agent.
–
Any data lookup or external CTI access that is normally provided by the Parent CVP or the
Parent Unified ICM must be provisioned locally to allow the agents to have full access to
customer data for call routing and screen pops.
Parent Unified ICM must be provisioned locally to allow the agents to have full access to
customer data for call routing and screen pops.
–
Any post-routing transfer scripts will fail during this outage, so Unified CCE must be
configured to handle this outage or prevent the post-route scripts from being accessed.
configured to handle this outage or prevent the post-route scripts from being accessed.
Unified Contact Center Express Child Loses WAN Connection to Unified ICM Parent
If the WAN between the Unified Contact Center Express (CCX) child site and the Unified ICM parent
fails, the local Unified CCX 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 Unified CVP under control of
the Unified ICM parent, so the following functionality must be replicated locally:
fails, the local Unified CCX 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 Unified CVP under control of
the Unified ICM parent, so the following functionality must be replicated locally:
•
The local voice gateway must have dial peer statements to pass control of the calls to the local
Unified CM cluster if the Parent CVP Call Server cannot be reached.
Unified CM cluster if the Parent CVP Call Server cannot be reached.
•
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.
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.
Contact Service Queue (CSQ) agent.
•
Any data lookup or external CTI access that is normally provided by the Parent CVP or the Parent
Unified ICM must be provisioned locally to allow the agents to have full access to customer data
for call routing and screen pops.
Unified ICM must be provisioned locally to allow the agents to have full access to customer data
for call routing and screen pops.
•
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.
must be configured to handle this outage or prevent the post-route applications from being accessed.