Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Some configuration settings are pulled from the Unified CCX and automatically configured in
Unified ICME.

Unlike Unified CCE deployments, there is no Side B IPCC Gateway in this system – if the
Unified CCX system is deployed in a high availability (fault tolerant) model, only the active
Unified CCX node is an active IPCC Gateway; all other PGs are also Side A PGs, but inactive.
In the case of a failover to the second Unified CCX node, the PG on that node activates.

Routing in IPCC Gateway Deployments

In its purest form, routing is simply a routing client (a PG or NIC) querying the Router for a
destination for which to send the call. Different names are given to this function, depending
upon the information used and passed, and the destination for the call.

Before you can route calls, you must create scripts on the child and the parent. For information
about routing and scripting see the deployment chapter (Chapter 2 or 3) for your specific solution.

The Call Data Transferred Between Parent and Child

Call data is passed from the child and to the child system only during the following 3 steps
during a call flow:

•

From the child to the parent when the child sends a ROUTE_SELECT_EVENT to the parent.
This can happen during a Translation routing dialog or a Post-Route dialog initiated from
the child.

•

From the parent to the child when the parent responds to a ROUTE_REQUEST_EVENT
with a ROUTE_SELECT_EVENT.

•

From the child to the parent when data is updated on the child and a
CALL_DATA_UPDATE_EVENT and other call events are sent.

In the parent-to-child or child-to-parent call flow only a subset of call variables and ECC variables
are passed to the call flow. The call data in the following table is what is transferred between
parent and child.

• All ECC and or call variable transfers are subject to the MAPVAR and MAPECC variables

(if present) for filtering.

• Any variables not specifically mentioned here are not transferred. Additionally only ECC

variables configured with the same name on both systems can be transferred between parent
and child systems.

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)