Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
1-27
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Unified CCE Routing
Figure 1-12
Routing Script Example
Translation Routing and Queuing
If no agents are available, then the router exits the Select node and transfers the call to a Unified IP IVR
to begin queuing treatment. The transfer is completed using the Translation Route to VRU node. The
Translation Route to VRU node returns a unique translation route label to the original routing client, the
Unified CM cluster. The translation route label will equal a DN configured in Unified CM. In
Unified CM, that DN is mapped to a CTI Route Point that is associated with the JTAPI user for the
Unified IP IVR to which the call is being transferred.
to begin queuing treatment. The transfer is completed using the Translation Route to VRU node. The
Translation Route to VRU node returns a unique translation route label to the original routing client, the
Unified CM cluster. The translation route label will equal a DN configured in Unified CM. In
Unified CM, that DN is mapped to a CTI Route Point that is associated with the JTAPI user for the
Unified IP IVR to which the call is being transferred.
Unified CM and Unified IP IVR will execute the JTAPI routing control messaging to select an available
CTI Port.
CTI Port.
When the call is successfully transferred to the Unified IP IVR, the Unified IP IVR translation routing
application first sends a request instruction message to the Unified ICM via the SCI between the
Unified IP IVR and the Unified ICM. The Unified ICM identifies the DN as being the same as the
translation route label and is then able to re-associate this call with the call that was previously being
routed. The Unified ICM then re-enters the routing script that was previously being run for this call. The
re-entry point is the successful exit path of the Translation Route to VRU node. (See
application first sends a request instruction message to the Unified ICM via the SCI between the
Unified IP IVR and the Unified ICM. The Unified ICM identifies the DN as being the same as the
translation route label and is then able to re-associate this call with the call that was previously being
routed. The Unified ICM then re-enters the routing script that was previously being run for this call. The
re-entry point is the successful exit path of the Translation Route to VRU node. (See
this point, the routing client has changed from the Unified CM cluster to IPIVR1.
While the call was being transferred, the routing script was temporarily paused. After the transfer to the
Unified IP IVR is successfully completed, the Unified IP IVR becomes the routing client for this routing
script. Next the routing script queues the call to the BoatSales skill group and then instructs the
Unified IP IVR to run a specific queue treatment via the Run VRU Script node. Eventually agent 111
Unified IP IVR is successfully completed, the Unified IP IVR becomes the routing client for this routing
script. Next the routing script queues the call to the BoatSales skill group and then instructs the
Unified IP IVR to run a specific queue treatment via the Run VRU Script node. Eventually agent 111
Agent ID
Dev Target
111
1234
Label
1234
1234
CM Cluster
IPIVR 1
IPIVR 2
Dev Target
1234
1234
1234
1234
Route response returned
to Unified CM Cluster
76581
Route request (DN, ANI, CED)
Unified CM
cluster
Rtg Client