Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Unified ICM Routing Clients
Often, the way a call is routed to a destination depends upon where the call originated and where it is
being terminated. This is why Unified CCE uses labels. For example, suppose we have an environment
with two regionally separated Unified CM clusters, Site 1 and Site 2. A phone user at Site 1 will typically
just dial a four-digit extension to reach another phone user at Site 1. In order to reach a phone user at
Site 2 from Site 1, users might have to dial a seven-digit number. To reach a phone user at either site
from a PSTN phone, users might have to dial a 10- digit number. From this example, we can see how a
different label would be needed, depending upon where the call is originating and terminating.
being terminated. This is why Unified CCE uses labels. For example, suppose we have an environment
with two regionally separated Unified CM clusters, Site 1 and Site 2. A phone user at Site 1 will typically
just dial a four-digit extension to reach another phone user at Site 1. In order to reach a phone user at
Site 2 from Site 1, users might have to dial a seven-digit number. To reach a phone user at either site
from a PSTN phone, users might have to dial a 10- digit number. From this example, we can see how a
different label would be needed, depending upon where the call is originating and terminating.
Each combination of device target and routing client must have a label. For example, a device target in
a Unified CCE deployment with a two-node Unified CM cluster and two Unified IP IVRs will require
three labels. If you have 100 device targets (phones), you would need 300 labels. If there are two
regionally separated Unified CM clusters, each with two Unified IP IVRs and 100 device targets per
site, then we would need 1200 labels for the six routing clients and 200 device targets (assuming we
wanted to be able to route a call from any routing client to any device target). If calls are to be routed to
device targets only at the same site as the routing client, then we would need only 600 labels (three
routing clients to 100 device targets, and then doubled for Site 2).
a Unified CCE deployment with a two-node Unified CM cluster and two Unified IP IVRs will require
three labels. If you have 100 device targets (phones), you would need 300 labels. If there are two
regionally separated Unified CM clusters, each with two Unified IP IVRs and 100 device targets per
site, then we would need 1200 labels for the six routing clients and 200 device targets (assuming we
wanted to be able to route a call from any routing client to any device target). If calls are to be routed to
device targets only at the same site as the routing client, then we would need only 600 labels (three
routing clients to 100 device targets, and then doubled for Site 2).
Labels are also used to route calls to Unified IP IVR CTI Ports. Details on configuring labels are
provided in the Unified CCE Installation Guide, available on Cisco.com. A bulk configuration tool is
also available to simplify the configuration of the labels.
provided in the Unified CCE Installation Guide, available on Cisco.com. A bulk configuration tool is
also available to simplify the configuration of the labels.
Agent Desk Settings
Agent Desk Settings provide a profile that specifies parameters such as whether auto-answer is enabled,
how long to wait before rerouting a call for Ring No Answer, what DN to use in the rerouting, and
whether reason codes are needed for logging out and going not-ready. Each agent must be associated
with an agent desk setting profile in the Unified ICM configuration. A single agent desk setting profile
can be shared by many agents. Changes made to an agent’s desk setting profile while the agent is logged
in are not activated until the agent logs out and logs in again.
how long to wait before rerouting a call for Ring No Answer, what DN to use in the rerouting, and
whether reason codes are needed for logging out and going not-ready. Each agent must be associated
with an agent desk setting profile in the Unified ICM configuration. A single agent desk setting profile
can be shared by many agents. Changes made to an agent’s desk setting profile while the agent is logged
in are not activated until the agent logs out and logs in again.
Agents
Agents are configured within the Unified ICM and are associated with one specific Unified CM PIM
(that is, one Unified CM cluster). Within the Unified ICM configuration, you also configure the
password for the agent to use at login. These passwords are local only to the Unified CCE application
and do not interact with the Active Directory or any other encryption or authentication system.
(that is, one Unified CM cluster). Within the Unified ICM configuration, you also configure the
password for the agent to use at login. These passwords are local only to the Unified CCE application
and do not interact with the Active Directory or any other encryption or authentication system.
Skill Groups
Skill groups are configured within the Unified ICM so that agents with similar skills can be grouped
together. Agents can be associated with one or more skill groups. Skill groups are associated with a
specific Unified CM PIM. Skill groups from multiple PIMs can be grouped into Enterprise Skill
Groups. Creating and using Enterprise Skill Groups can simplify routing and reporting in some
scenarios.
together. Agents can be associated with one or more skill groups. Skill groups are associated with a
specific Unified CM PIM. Skill groups from multiple PIMs can be grouped into Enterprise Skill
Groups. Creating and using Enterprise Skill Groups can simplify routing and reporting in some
scenarios.