Cisco Cisco IP Contact Center Release 4.6.2 Leaflet

In order for Unified CM to generate a route request to the Unified ICM, Unified CM must associate the 
DN with a CTI Route Point that is associated with the Unified ICM JTAPI User. The DN must also be 
configured in the Unified ICM. Once the Unified ICM receives the route request with the DN, that DN 
is mapped to a Unified ICM Call type, which is then mapped to a Unified ICM routing script.

Agents log in to Unified CCE from their Unified CCE agent desktop application. When logging in, the 
agent is presented with a dialog box that prompts for agent ID or login name, password, and the Unified 
CCE phone extension to be used for this login session. It is at login time that the agent ID, phone 
extension (device target), agent desk setting profile, skills, and desktop IP address are all dynamically 
associated. The association is released upon agent logout.

The example routing script in 

 illustrates how Unified CCE routes calls. In this routing script, 

the Unified CM PIM (or cluster) is the routing client. Upon receipt of the route request, the Unified ICM 
maps the DN to a call type and then maps the call type to this routing script. In this routing script, the 
Unified ICM router first uses a Select node to look for the Longest Available Agent (LAA) in the 
BoatSales skill group on the CCM_PG_1 peripheral gateway (or cluster). The Unified ICM router 
determines that agent 111 is the LAA. Agent 111 is currently logged in from device target 1234 
(Unified CM phone extension 1234 in this scenario). The Unified ICM router then determines the label 
to be returned, based upon the device target and routing client combination. The appropriate label is then 
returned to the routing client (Unified CM cluster) so that the call can be routed properly to that phone 
(device target).