Cisco Cisco IPCC Web Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Combining IP Telephony and Unified CCE in the Same Unified CM Cluster
for this RONA treatment should set the call priority to “high” so that the next available agent is selected
for this caller. In the agent desk settings, you can set the RONA timer and the DN used to specify a
unique call type and routing script for RONA treatment.
for this caller. In the agent desk settings, you can set the RONA timer and the DN used to specify a
unique call type and routing script for RONA treatment.
Combining IP Telephony and Unified CCE in the Same
Unified CM Cluster
It is possible for a Unified CM cluster to support Cisco Unified IP phones with both normal IP
Telephony (office) extensions and Unified CCE (call center) extensions. When running dual-use
Unified CM clusters with both IP Telephony and Unified CCE extensions, it is important to realize that
sometimes the most recent Unified CM software release will not immediately be supported in Unified
CCE deployments until testing is completed later. It is also important to note that many contact center
environments have very stringent maintenance windows. Additionally, Unified CCE agents process far
more calls than typical administrator phone users on a Unified CM cluster, so their device weight (or the
amount of processing power required per agent) is higher than a typical business phone user. For
example, an administrator-only cluster might be able to support 20,000 phones, but a Unified CCE
cluster might support only 2,000 agents because of the higher call volume and messaging that
Unified CM is required to maintain to support those agents. Because of these software and
environmental limitations, it might sometimes be advantageous to separate the Unified CM clusters for
IP Telephony extensions from the Unified CM clusters for Unified CCE extensions. It is important to
consider the environment where Unified CCE is being deployed to determine whether a separate
Unified CM cluster is advantageous.
Telephony (office) extensions and Unified CCE (call center) extensions. When running dual-use
Unified CM clusters with both IP Telephony and Unified CCE extensions, it is important to realize that
sometimes the most recent Unified CM software release will not immediately be supported in Unified
CCE deployments until testing is completed later. It is also important to note that many contact center
environments have very stringent maintenance windows. Additionally, Unified CCE agents process far
more calls than typical administrator phone users on a Unified CM cluster, so their device weight (or the
amount of processing power required per agent) is higher than a typical business phone user. For
example, an administrator-only cluster might be able to support 20,000 phones, but a Unified CCE
cluster might support only 2,000 agents because of the higher call volume and messaging that
Unified CM is required to maintain to support those agents. Because of these software and
environmental limitations, it might sometimes be advantageous to separate the Unified CM clusters for
IP Telephony extensions from the Unified CM clusters for Unified CCE extensions. It is important to
consider the environment where Unified CCE is being deployed to determine whether a separate
Unified CM cluster is advantageous.
Combining IP Telephony and Unified CCE Extensions on the Same IP Phone
Unified CCE supports only one agent ACD line on the IP phone, which typically will not have voicemail
or any call forwarding defined so that Unified CCE can manage and control all calls sent to the agent on
this line. Typically, the agent extension is not used as the agent's DID or personal line. A separate line
can be assigned to the agent’s phone for that purpose and configured with voicemail and other calling
features.
or any call forwarding defined so that Unified CCE can manage and control all calls sent to the agent on
this line. Typically, the agent extension is not used as the agent's DID or personal line. A separate line
can be assigned to the agent’s phone for that purpose and configured with voicemail and other calling
features.
The position of the line on the phone determines which line will be answered or used if the agent just
picks up the handset. In a typical call center, the ACD line would be the first line on the phone to make
it easier for the agent to answer inbound ACD calls and also to ensure that any calls the agent makes
using the phone are tracked by the system as external calls for that agent. Additionally, the agent's state
will change based upon this line. If the agent picks up the phone to place a call, they will be put into
not ready mode and the Unified CCE will not route a call to them.
picks up the handset. In a typical call center, the ACD line would be the first line on the phone to make
it easier for the agent to answer inbound ACD calls and also to ensure that any calls the agent makes
using the phone are tracked by the system as external calls for that agent. Additionally, the agent's state
will change based upon this line. If the agent picks up the phone to place a call, they will be put into
not ready mode and the Unified CCE will not route a call to them.
In some cases the agents are knowledge workers, or they do not take as many ACD calls as they do
normal extension calls. The call center manager would not want to track all of their phone activity that
is not ACD related, and it might be inconvenient for those users to always get the ACD line first when
they want to pick up a DID call instead. In this case, the order of the lines might best be reversed, placing
the ACD line on the last (or bottom) line appearance on the phone and placing the DID or normal
extension on the first line on the phone. This arrangement will allow the users to pick up the phone and
answer the first line as well as use this line for all calls they place by default. To answer an ACD call,
they will have to select that line on the phone or use the agent desktop to answer that line appearance
directly. They should also be aware that they will have to manage their agent state and go into not-ready
mode manually when they want to place a call on their normal extension, so that Unified CCE will not
attempt to route a call to them while they are on the other line.
normal extension calls. The call center manager would not want to track all of their phone activity that
is not ACD related, and it might be inconvenient for those users to always get the ACD line first when
they want to pick up a DID call instead. In this case, the order of the lines might best be reversed, placing
the ACD line on the last (or bottom) line appearance on the phone and placing the DID or normal
extension on the first line on the phone. This arrangement will allow the users to pick up the phone and
answer the first line as well as use this line for all calls they place by default. To answer an ACD call,
they will have to select that line on the phone or use the agent desktop to answer that line appearance
directly. They should also be aware that they will have to manage their agent state and go into not-ready
mode manually when they want to place a call on their normal extension, so that Unified CCE will not
attempt to route a call to them while they are on the other line.
It is possible to have a deployment where the agent extension is the same as the agent's DID or personal
line. When call waiting is configured on the agent phone, agent-to-agent calls could interrupt a customer
call. To prevent this from happening, agent-to-agent routing can be used and the agent-to-agent routing
line. When call waiting is configured on the agent phone, agent-to-agent calls could interrupt a customer
call. To prevent this from happening, agent-to-agent routing can be used and the agent-to-agent routing