Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide
Translation Routing
Translation routing is another ICM routing concept which enables passing the call variables
along with a call in case the call is routed from one peripheral to another (one IPCC Express
child to another in this deployment model). For sending call from one IPCC Express to another
IPCC Express (or IPCC Enterprise), an inter-cluster trunk must be set up between the two
CallManagers on each site.
along with a call in case the call is routed from one peripheral to another (one IPCC Express
child to another in this deployment model). For sending call from one IPCC Express to another
IPCC Express (or IPCC Enterprise), an inter-cluster trunk must be set up between the two
CallManagers on each site.
Note: This implies that translation routing should only be used when there are multiple IPCC
Express child systems connected to the same ICM Enterprise parent and it is required to pass
call variables when calls are redirected from one IPCC Express child to another.
Express child systems connected to the same ICM Enterprise parent and it is required to pass
call variables when calls are redirected from one IPCC Express child to another.
Translation routes must be configured on ICM with a pool of dialed numbers that have been
defined on IPCC Express as route points. An ICM script must be set up to set call data and route
the call to a service that has been defined as an application on IPCC Express.
defined on IPCC Express as route points. An ICM script must be set up to set call data and route
the call to a service that has been defined as an application on IPCC Express.
Translation routing can be used with both pre- and post-routing.
The translation routing with post-routing call flow is similar to the post-route call flow, until
the point where an IPCC Express site gets a new call and sends a route request to the ICM, and
the ICM software decides to redirect the call to another IPCC Express site. So the ICM returns
a label, which points to a route point (trigger) on another IPCC Express site. In addition to
returning the route response (label) to the requesting IPCC Express Site, ICM also sends a
separate message (known as the pre-call) with the call variables to the IPCC Express Gateway
PG on the IPCC Express site where the call will be redirected.
the point where an IPCC Express site gets a new call and sends a route request to the ICM, and
the ICM software decides to redirect the call to another IPCC Express site. So the ICM returns
a label, which points to a route point (trigger) on another IPCC Express site. In addition to
returning the route response (label) to the requesting IPCC Express Site, ICM also sends a
separate message (known as the pre-call) with the call variables to the IPCC Express Gateway
PG on the IPCC Express site where the call will be redirected.
Upon receiving the label, the first IPCC Express site redirects the call to second IPCC Express.
When the call arrives at the second IPCC Express, it makes another route request to ICM using
the Request Route step. When the IPCC Express Gateway PG on this second site gets this route
request, it matches the route request with the pre-call message from ICM and returns a label
and call variables to IPCC Express. IPCC Express handles the call in accordance with the label
received and adds the call variables, if present.
When the call arrives at the second IPCC Express, it makes another route request to ICM using
the Request Route step. When the IPCC Express Gateway PG on this second site gets this route
request, it matches the route request with the pre-call message from ICM and returns a label
and call variables to IPCC Express. IPCC Express handles the call in accordance with the label
received and adds the call variables, if present.
In case of translation routing with pre-routing, the call flow in similar to pre-routing. In addition
to directing the network carrier to send the call to a given IPCC Express site, the ICM also sends
a pre-call to the IPCC Express Gateway PG on that site containing the call variables. When the
call arrives at the IPCC Express, it follow the same flow described above.
to directing the network carrier to send the call to a given IPCC Express site, the ICM also sends
a pre-call to the IPCC Express Gateway PG on that site containing the call variables. When the
call arrives at the IPCC Express, it follow the same flow described above.
Scripting on the IPCC Express Child
The CRS Editor contains three steps that specifically interface with IPCC Gateway:
•
Get Enterprise Call Info / Set Enterprise Call Info (Call Contact palette of CRS Editor).
Use these steps to retrieve or send data from one part of your system to another. In an IPCC
Gateway deployment this enables getting and setting data from IPCC Express to the ICM
Enterprise parent and Cisco Agent Desktop. This step must appear in a CRS script before
Use these steps to retrieve or send data from one part of your system to another. In an IPCC
Gateway deployment this enables getting and setting data from IPCC Express to the ICM
Enterprise parent and Cisco Agent Desktop. This step must appear in a CRS script before
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)
37
Deploying IPCC Gateway with IPCC Express
Routing in IPCC Express Gateway Deployments