Cisco Cisco IPCC Web Option Leaflet

script can be set up to queue or reject the call if the agent is busy. This is a good option if there is a need 
to see all agent activity and to avoid all interruptions for the agent. The configuration involves using CTI 
Route Points in Unified CM instead of the agent DID in order to send the calls to Unified CCE for 
agent-to-agent routing. For ease of configuration and to reduce the number of CTI route points, the 
Unified CM wildcard feature can be used, although the ICM will require distinct routing DNs, one for 
each agent.

Some countries such as India have telecommunications regulations that require the voice infrastructure 
to be partitioned logically into two systems: one for Closed User Group (CUG) or Voice over IP (VoIP) 
to enable communications across the boundaries within the organization, and a second one to access the 
local PSTN. To ensure adherence of the regulations in such countries, agents typically used to have only 
one line with access to customer calls only, and they were required to have a different phone (for 
example, a softphone) to access a VoIP line for contacting fellow teammates or experts located outside 
the contact center.

The Logical Partitioning feature in Cisco Unified CM provides the same capability through a telephony 
system to control calls and features on the basis of specific allowed or forbidden configurations. A 
common telephony system in a contact center environment can provide access to both the PSTN and 
VoIP networks, therefore configurations are required to provide controlled access and to avoid toll 
bypass. The Logical Partitioning feature can be enabled and configured in Unified CM to prevent 
toll-bypass calls, thus allowing agents in a Unified CCE system to use the same phone for receiving 
customer calls and for making or receiving VoIP calls to and from other people within the organization. 
Although this eliminates the need for agents to have a second phone, contact center managers can choose 
to have a dedicated line or phone for customer calls and allocate a different line or phone for other calls.

Call queuing can occur in three distinct scenarios in a contact center:

New call waiting for handling by initial agent

Transferred call waiting for handling by a second (or subsequent) agent

Rerouted call due to ring-no-answer, waiting for handling by an initial or subsequent agent

When planning your Unified CCE deployment, it is important to consider how queuing and requeuing 
are going to be handled.

Call queuing in a Unified CCE deployment requires use of an IVR platform that supports the SCI 
interface to the Unified ICM. The Unified IP IVR is one such platform. Cisco also offers another IVR 
platform, Unified CVP, that can be used as a queuing point for Unified CCE deployments. The chapter 
on 

, provides considerations for deployments with Unified CVP.   

Traditional IVRs can also be used in Unified CCE deployments, and the chapter on 

, also provides considerations for deployments with traditional IVRs.

In a Unified CCE environment, an IVR is used to provide voice announcements and queuing treatment 
while waiting for an agent. The control over the type of queuing treatment for a call is provided by the 
Unified ICM via the SCI interface. The Run VRU Script node in a Unified ICM routing script is the 
component that causes the Unified ICM to instruct the IVR to play a particular queuing treatment.

While the IVR is playing the queuing treatment (announcements) to the caller, the Unified ICM waits 
for an available agent with a particular skill (as defined within the routing script for that call). When an 
agent with the appropriate skill becomes available, the Unified ICM reserves that agent and then 
instructs the IVR to transfer the voice path to that agent's phone.