Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Cisco

List of Figures

Figure 1: Unified ICME and PG Relationship................................................................................................................12

Figure 2: Parent and Child Relationship..........................................................................................................................13

Figure 3: Multiple ICM Parents with Single IPCC Enterprise child...............................................................................15

Figure 4: Single ICM Parent with Multiple IPCC Enterprise children...........................................................................16

Figure 5: IPCC Gateway with IPCC Express Gateway PG with ICM Parent.................................................................17

Figure 6: Example Parent ICM Call Flow Configuration................................................................................................23

Figure 7: Example Child ICM Call Flow Configuration.................................................................................................23

Figure 8: Example IPCC Gateway Configuration...........................................................................................................27

Figure 9: Unified CCE Routing Script............................................................................................................................30

Figure 10: Unified ICME PG Explorer...........................................................................................................................37

Figure 11: Routing Client Tab.........................................................................................................................................38

Figure 12: Skill Group Explorer with Red Circle Icon....................................................................................................42

Figure 13: Request Route Step........................................................................................................................................45

Figure 14: Unified CCX Script........................................................................................................................................46

Figure 15: Unified ICME Routing Script........................................................................................................................47

Figure 16: CSQ Label on Skill Group Explorer..............................................................................................................47

Figure 17: High Availability with IPCC Express Gateway PG.......................................................................................48

Figure 18: WebView Check Box.....................................................................................................................................52

Figure 19: Network VRU in a Gateway Deployment......................................................................................................54

Figure 20: Child Skill Group/Parent Service...................................................................................................................61

Figure 21: Data Mapping Between Unified CCE child and Unified ICME parent.........................................................62

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

iii