Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
Note:
• Request Route Step will not allow modification of call data. A Unified CCX workflow needs
to use the new steps--Get Enterprise Call Info and Set Enterprise Call Info--to access call
data
data
• If the call is redirected from one Unified CCX child to another Unified CCX child, based
upon a label returned by Unified ICME, the call variables will not be transferred from one
Unified CCX site to the other and the call will appear as a new call to the second Unified
CCX site.
Unified CCX site to the other and the call will appear as a new call to the second Unified
CCX site.
Translation Routing
Translation routing is another Unified ICME routing concept which enables passing the call
variables along with a call in case the call is routed from one peripheral to another (one Unified
CCX child to another in this deployment model). For sending a call from one Unified CCX to
another Unified CCX (or Unified CCE), an inter-cluster trunk must be set up between the two
Unified CMs on each site.
variables along with a call in case the call is routed from one peripheral to another (one Unified
CCX child to another in this deployment model). For sending a call from one Unified CCX to
another Unified CCX (or Unified CCE), an inter-cluster trunk must be set up between the two
Unified CMs on each site.
Note: This implies that translation routing be used only when there are multiple Unified CCX
child systems connected to the same Unified ICME parent and it is required to pass call variables
when calls are redirected from one Unified CCX child to another.
child systems connected to the same Unified ICME parent and it is required to pass call variables
when calls are redirected from one Unified CCX child to another.
Translation routes must be configured on Unified ICME with a pool of dialed numbers that
have been defined on Unified CCX as route points. A Unified ICME 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.
have been defined on Unified CCX as route points. A Unified ICME 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 a Unified CCX site gets a new call and sends a route request to Unified ICME,
and Unified ICME decides to redirect the call to another Unified CCX site. Unified ICME
returns a label, which points to a route point (trigger) on another Unified CCX site. In addition
to returning the route response (label) to the requesting Unified CCX Site, Unified ICME also
sends a separate message (known as the pre-call) with the call variables to the IPCC Express
Gateway PG on the Unified CCX site where the call will be redirected.
the point where a Unified CCX site gets a new call and sends a route request to Unified ICME,
and Unified ICME decides to redirect the call to another Unified CCX site. Unified ICME
returns a label, which points to a route point (trigger) on another Unified CCX site. In addition
to returning the route response (label) to the requesting Unified CCX Site, Unified ICME also
sends a separate message (known as the pre-call) with the call variables to the IPCC Express
Gateway PG on the Unified CCX site where the call will be redirected.
Upon receiving the label, the first Unified CCX site redirects the call to the second Unified
CCX. When the call arrives at the second Unified CCX, it makes another route request to Unified
ICME 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 Unified
ICME and returns a label and call variables to Unified CCX. Unified CCX handles the call in
accordance with the label received and adds the call variables, if present.
CCX. When the call arrives at the second Unified CCX, it makes another route request to Unified
ICME 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 Unified
ICME and returns a label and call variables to Unified CCX. Unified CCX 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 Unified CCX site, the Unified ICME
also sends a pre-call to the IPCC Express Gateway PG on that site containing the call variables.
When the call arrives at the Unified CCX, it follow the same flow described above.
to directing the network carrier to send the call to a given Unified CCX site, the Unified ICME
also sends a pre-call to the IPCC Express Gateway PG on that site containing the call variables.
When the call arrives at the Unified CCX, it follow the same flow described above.
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 3: - Deploying IPCC Gateway with Unified CCX
Routing in IPCC Express Gateway Deployments