Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
7-23
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 7 Cisco Unified Expert Advisor Option
Recommendations for Deploying Unified Expert Advisor
Also, in deployments that include Cisco Unified CM as a communications manager that does not host
Unified CCE agents, there might be no Unified CM PG at all. In that case, all calls from Cisco
Unified CM to Unified CCE must go through a route pattern to a SIP trunk to Unified CVP. There is no
other option.
Unified CCE agents, there might be no Unified CM PG at all. In that case, all calls from Cisco
Unified CM to Unified CCE must go through a route pattern to a SIP trunk to Unified CVP. There is no
other option.
Getting Expert Advisors to Answer Calls
Expert advisors are not contact center agents, and as mentioned previously, answering calls is not their
primary job function. Various techniques are suggested under
primary job function. Various techniques are suggested under
, for ensuring that callers do not wait for advisors for a very long time. Ultimately
however, unless advisors are willing to pick up the phone, the enterprise’s business model will not
succeed.
succeed.
It is important, therefore, to find non-mechanical ways to encourage advisors to accept calls. Some
methods might involve financial incentives, competitions among advisors, consideration during annual
reviews, explicitly scheduling experts to take escalation calls, and so forth. This is an issue your
enterprise should consider as part of its overall deployment success strategy.
methods might involve financial incentives, competitions among advisors, consideration during annual
reviews, explicitly scheduling experts to take escalation calls, and so forth. This is an issue your
enterprise should consider as part of its overall deployment success strategy.
SIP Configuration
The following series of specific notes describe how best to configure various SIP parameters in a Unified
Expert Advisor deployment:
Expert Advisor deployment:
•
Cisco Unified Presence SIP Proxy Server — Record Route Header
The default setting of the Add Record Route Header service parameter for the Cisco Unified
Presence Proxy Service has varied from one release of Cisco Unified Presence to another. It should
be set to OFF.
Presence Proxy Service has varied from one release of Cisco Unified Presence to another. It should
be set to OFF.
•
Cisco Unified Presence SIP Proxy Server — Maximum INVITE Retransmissions
The default setting of the Maximum INVITE Retransmissions service parameter for the Cisco
Unified Presence Proxy Service is 6. However, in a redundant Unified Expert Advisor environment,
failover works best when this parameter is set to 2.
Unified Presence Proxy Service is 6. However, in a redundant Unified Expert Advisor environment,
failover works best when this parameter is set to 2.
•
SIP Protocol
User Datagram Protocol (UDP) is preferred over TCP because it detects and reacts to failover
situations much more readily. It is usually best to select one protocol and use it on all SIP
connections in the deployment. SIP over TLS is not available in the current release.
situations much more readily. It is usually best to select one protocol and use it on all SIP
connections in the deployment. SIP over TLS is not available in the current release.
•
Media Termination Points (MTP)
Due to a limitation in the Cisco IOS SIP implementation, an MTP is required in Cisco Unified CM
on the SIP trunk that connects to Unified CVP or its SIP proxy server, in order for experts to be able
to use Unified CM features to consult, transfer, or conference a call to another expert advisor. If
these capabilities are not important in a particular deployment, then the MTP is not required. Note
that provisioning an MTP might affect the amount of call activity that each Unified CM can handle.
on the SIP trunk that connects to Unified CVP or its SIP proxy server, in order for experts to be able
to use Unified CM features to consult, transfer, or conference a call to another expert advisor. If
these capabilities are not important in a particular deployment, then the MTP is not required. Note
that provisioning an MTP might affect the amount of call activity that each Unified CM can handle.
Unified CVP Time-Outs
Unified CVP 7.0 and later should be configured to limit the amount of time it will allow Unified Expert
Advisor to have control of a call without it being answered by an expert advisor. This configuration can
be done in Unified CVP under Call Server Configuration > SIP > Patterns for RNA timeout on
Advisor to have control of a call without it being answered by an expert advisor. This configuration can
be done in Unified CVP under Call Server Configuration > SIP > Patterns for RNA timeout on