Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

The scenario is as follows:

a

.

Call comes in to the Unified CM.

b

.

Unified CM identifies the number as a route point for the Unified CM PG.

c

.

The Unified CM PG receives a route request from the Unified CM and forwards it to the
ICM CallRouter.

d

.

The ICM CallRouter runs the script for the translation route to the VRU.

e

.

A Label is returned to the Unified CM via the Unified CM PG.

f

.

The Unified CM routes the call to the VRU, based on the CTI route point for the translation
route.

g

.

VRU sends up a request instruction with the DN as the DNIS.

h

.

VRU PG matches up the call and the Correlation ID, then informs the ICM CallRouter of
the call arrival with a “request instruction.”

i

.

The ICM CallRouter matches the correlation ID and finds the pending script/call.

j

.

The ICM CallRouter continues with script (for example, run script).

For translation routing, the VRU Type to configure in the Network VRU in the ICM/IPCC
Administration User Interface is type 2.

Be sure the Unified CM PG routing client and the VRU PG routing client both have the
labels mapped for the peripheral targets in the translation route.

About Routing Configuration

To set up routing in your IPCC Enterprise system, you must set up the following entities:

•

Dialed Numbers: The dialed number is the number that the caller dials to contact an agent.
It is sent as part of the call detail information in the route request message sent from the
routing client.

In ICM software, you set up a Dialed Number List. It identifies all of the phone numbers in
your contact center that customers can dial to initiate contact.

Note: System IPCC does not support Dialed Number Lists. Instead, it only uses dialed
numbers.

The Dialed Number plays an integral role in routing calls. Dialed Numbers are required
pieces of ICM Call types that are used to identify the appropriate routing script for each call.

•

Call Types: A call type is a category of incoming ICM routable tasks. Each call type has a
schedule that determines which routing script or scripts are active for that call type at any
time. There are two classes of call types: voice (phone calls) and non-voice (for example,

IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)