Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Deploying IPCC Gateway with Unified CCE

This section provides instructions for deploying the IPCC Gateway feature with Unified CCE.

This section contains the following topics:

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Deployment Overview

To Post-route a call from the child in a Unified CCE system to the parent ICM, you must:

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Create a "transfer number" on the child IPCC's CallManager cluster as a CTI Route Point.

When the agent has a call at the child and wants to post-route it back via ICM, the call is
transferred to that dialed number -- either from the desktop or using the Cisco IP Phone.

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Configure the transfer number in both the Child and the Parent -- but in the child, you must
tag the number to allow "Application Routing," which means the route request is passed up
to the parent for a response. If the parent doesn't respond, the child must also have backup
scripting to handle the call locally as well.

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