Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
7-27
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 7 Cisco Unified Expert Advisor Option
Call Flow Descriptions
that the SIP signaling for the original call continues to flow through Unified Expert Advisor's
back-to-back user agent even though there is no longer an expert connected to it, and Unified Expert
Advisor continues to track the call's duration and media changes until the caller eventually hangs up.
back-to-back user agent even though there is no longer an expert connected to it, and Unified Expert
Advisor continues to track the call's duration and media changes until the caller eventually hangs up.
Finally, this functionality depends on the signaling that Cisco Unified CM provides to Unified Expert
Advisor during conference and transfer scenarios. It is not guaranteed to work if a further downstream
call control device such as the PSTN or a cellular phone MSC performs the switching. In those cases,
the most likely result will be that the expert appears to remain active on the call until the caller
disconnects.
Advisor during conference and transfer scenarios. It is not guaranteed to work if a further downstream
call control device such as the PSTN or a cellular phone MSC performs the switching. In those cases,
the most likely result will be that the expert appears to remain active on the call until the caller
disconnects.
Expert Advisor Login
The preceding call flows deal with the process by which calls arrive in the system and reach an expert
advisor. This section considers the process by which an expert advisor becomes available to take such
calls.
advisor. This section considers the process by which an expert advisor becomes available to take such
calls.
shows the event sequence by which an expert advisor logs in to Unified Expert Advisor.
Figure 7-6
Expert Advisor Login Sequence
When Unified Expert Advisor first starts up, it logs into Cisco Unified Presence as a two simulated Cisco
Unified Personal Communicator users, one from the primary runtime server and one from the backup
runtime server. Both simulated users subscribe to presence notifications for all Cisco Unified Presence
users who are designated as expert advisors, but only the one on the active runtime server actually
conducts IM message exchanges.
Unified Personal Communicator users, one from the primary runtime server and one from the backup
runtime server. Both simulated users subscribe to presence notifications for all Cisco Unified Presence
users who are designated as expert advisors, but only the one on the active runtime server actually
conducts IM message exchanges.
When an expert advisor interacts with Cisco Unified Presence by logging in or by setting his presence
state to available, a corresponding presence document is forwarded to Unified Expert Advisor. (Presence
documents are in the form of XML content attached to a SIP/SIMPLE message.) If the document
indicates that the advisor is available, Unified Expert Advisor notifies Unified ICM that the advisor is
state to available, a corresponding presence document is forwarded to Unified Expert Advisor. (Presence
documents are in the form of XML content attached to a SIP/SIMPLE message.) If the document
indicates that the advisor is available, Unified Expert Advisor notifies Unified ICM that the advisor is
Unified
ICM
ENTERPRISE
Unified
CVP
V
IP
IP
Expert Advisor
runtime node
runtime node
Presence
caller
Presence
client
Cisco
Unified
Presence
Server
PSTN
187483
1
2
3