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 CCE Routing
becomes available, and as in the previous example, the label to be returned to the routing client is
identified based upon the combination of device target and routing client. Note that the routing client is
now the Unified IP IVR. The label returned (1234) when agent 111 becomes available causes the
Unified IP IVR to transfer the call to agent 111 (at extension 1234).
identified based upon the combination of device target and routing client. Note that the routing client is
now the Unified IP IVR. The label returned (1234) when agent 111 becomes available causes the
Unified IP IVR to transfer the call to agent 111 (at extension 1234).
Figure 1-13
Translation Routing and Queuing
For each combination of Unified CM cluster and Unified IP IVR, a translation route and a set of labels
is required. For example, if a deployment has one Unified CM cluster and four Unified IP IVRs, then
four translation routes and sets of labels are required.
is required. For example, if a deployment has one Unified CM cluster and four Unified IP IVRs, then
four translation routes and sets of labels are required.
For deployments with multiple Unified IP IVRs, the Unified ICM routing script should select the
Unified IP IVR with the greatest number of idle Unified IP IVR ports and then translation-route the call
to that specific Unified IP IVR. If no Unified IP IVR ports are available, then the script should execute
a Busy node. If a high number of calls are executing Busy nodes, then it is important to resize your
Unified IP IVR port capacity.
Unified IP IVR with the greatest number of idle Unified IP IVR ports and then translation-route the call
to that specific Unified IP IVR. If no Unified IP IVR ports are available, then the script should execute
a Busy node. If a high number of calls are executing Busy nodes, then it is important to resize your
Unified IP IVR port capacity.
Reroute On No Answer (RONA)
When a call is routed to an agent but the agent fails to answer the call within a configurable amount of
time, the Unified CM PIM for the agent who did not answer will change that agent’s state to not ready
(so that the agent does not get more calls) and launch a route request to find another agent. Any call data
is preserved and popped onto the next agent's desktop. If no agent is available, the call can be sent back
to the Unified IP IVR for queuing treatment again. Again, all call data is preserved. The routing script
time, the Unified CM PIM for the agent who did not answer will change that agent’s state to not ready
(so that the agent does not get more calls) and launch a route request to find another agent. Any call data
is preserved and popped onto the next agent's desktop. If no agent is available, the call can be sent back
to the Unified IP IVR for queuing treatment again. Again, all call data is preserved. The routing script
Agent ID
Dev Target
111
1234
Rtg Client
Label
1234
1234
CM Cluster
IPIVR 1
IPIVR 2
Dev Target
1234
1234
1234
1234
Route response returned
to IPIVR 1
76582
Original route request
New routing client
IPIVR 1
Original
routing client
Unified CM
Cluster