Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide

As IPCC Express integrates with the ICM Enterprise parent as an ACD, ICM receives a
continuous feed of calls and agent state information from IPCC Express via the IPCC Express
Gateway PG, and thus ICM knows about the number of agents available in different CSQs on
all connected IPCC Express child systems.

In the pre-routing call flow, when a customer makes a call, the network holds the call and sends
a route request to ICM via NIC. ICM returns a route response to the network carrier with a label,
which is a route-point (trigger) on an IPCC Express site connected to the ICM Enterprise parent.
The network uses the label to send the call to the specified destination (IPCC Express child).
When the call arrives at the IPCC Express, the call triggers a script that queues the call and
routes to an agent.

Note: No call variables are passed during pre-routing.

Post-Routing

Another ICM routing concept which enables the ICM to make secondary routing decisions after
a call has been initially processed at a connected ACD (child IPCC Express site).

When a call arrives at an IPCC Express trigger, a workflow (script) is executed. IPCC Express
can make a post-route request to ICM software to query final destination of the call (by placing
the Request Route step in the workflow).

When ICM software gets the route request by way of the IPCC Express Gateway PG, an ICM
script is executed and returns a label to IPCC Express. The IPCC Express script, which sent the
post-route request using the Route Request Step, then handles the call according to the label
received.

In the case of the IPCC Express Gateway, some examples of the labels returned by ICM are:

•

Route point (local or remote): Design the IPCC Express script to redirect the call to the
specified route point by using the redirect step and passing the route point in the label.

•

CSQ ID (for skill-based routing): Design the IPCC Express to queue the call to a Contact
Service Queue (CSQ) by using the Select Resource step and passing the CSQ-Id received in
the label.

•

Agent ID (for agent-based routing): Design the IPCC Express script to send the call to an
agent.

• Request Route Step will not allow modification of call data. An IPCC Express workflow

needs to use the new steps--Get Enterprise Call Info and Set Enterprise Call Info--to access
call data

• If the call is redirected from one IPCC Express child to another IPCC Express child, based

upon a label returned by ICM, the call variables will not be transferred from one IPCC Express
site to the other and the call will appear as a new call to the second IPCC Express site.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)