Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
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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
7.
When the call arrives at the targeted site, it will arrive on a specific translation route DNIS that was
selected by the Unified ICM parent. The PG at the site is expecting a call to arrive on this DNIS to
match up with any pre-call CTI data associated with the call. The local ACD or Unified CCE will
perform a post-route request to the local PG to request the CTI data as well as the final destination
for the call (typically the lead number for the skill group of the available agent).
selected by the Unified ICM parent. The PG at the site is expecting a call to arrive on this DNIS to
match up with any pre-call CTI data associated with the call. The local ACD or Unified CCE will
perform a post-route request to the local PG to request the CTI data as well as the final destination
for the call (typically the lead number for the skill group of the available agent).
8.
If the agent is no longer available for the call (walked away or unplugged), Unified CVP at the
Parent site will use the Router Requery function in the ICM Call Routing Script to select another
target for the call automatically.
Parent site will use the Router Requery function in the ICM Call Routing Script to select another
target for the call automatically.
Post-Route Call Flow
Post-routing is used when a call is already at a peripheral ACD or IVR and needs to be routed
intelligently to another agent or location. If an agent gets a call in the ACD or Unified CCE that needs
to be sent to a different skill group or location, the agent can make use of the post-route functionality to
reroute the call. The post-route call flow is as follows:
intelligently to another agent or location. If an agent gets a call in the ACD or Unified CCE that needs
to be sent to a different skill group or location, the agent can make use of the post-route functionality to
reroute the call. The post-route call flow is as follows:
1.
The agent transfers the call to the local CTI route point for reroute treatment using the CTI agent
desktop.
desktop.
2.
The reroute application or script makes a post-route request to the Unified ICM parent via the local
Unified CCE Gateway PG connection.
Unified CCE Gateway PG connection.
3.
The Unified ICM parent maps the CTI route point from the Unified CCE as the dialed number and
uses that number to select a routing script. This script will return a label or routing instruction that
can move the call to another site, or to the same site but into a different skill group, or to a CVP node
for queueing.
uses that number to select a routing script. This script will return a label or routing instruction that
can move the call to another site, or to the same site but into a different skill group, or to a CVP node
for queueing.
4.
The Unified CCE receives the post-route response from the Unified ICM parent system and uses the
returned routing label as a transfer number to send the call to the next destination.
returned routing label as a transfer number to send the call to the next destination.
Parent/Child Fault Tolerance
The parent/child model provides for fault tolerance to maintain a complete IP-ACD with either
Unified CCX or Unified CCE deployed at the site, with local IP-PBX and call treatment and queueing
functionality.
Unified CCX or Unified CCE deployed at the site, with local IP-PBX and call treatment and queueing
functionality.
Unified CCE Child Loses WAN Connection to Unified ICM Parent
If the WAN between the Unified CCE child site and the Unified ICM parent fails, the local Unified CCE
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 CVP under control of the Unified ICM parent, so the following
functionality must be replicated locally, depending on the Child configuration.
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 CVP under control of the Unified ICM parent, so the following
functionality must be replicated locally, depending on the Child configuration.
•
For Unified CCE Child configurations using local IP IVR resources for queue and treatment:
–
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. Also, the local
Unified CM cluster must have CTI route points mapped to the inbound DNIS or dialed numbers
that the local voice gateway will present if the Parent CVP Call Server is not reached.
Unified CM cluster if the Parent CVP Call Server cannot be reached. Also, the local
Unified CM cluster must have CTI route points mapped to the inbound DNIS or dialed numbers
that the local voice gateway will present if the Parent CVP Call Server is not reached.
–
The local IP IVR 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 message.
called by the Unified CCE Child system locally to provide basic call treatment such as playing
a welcome greeting or other message.