Cisco Cisco IP Contact Center Release 4.6.2 Technical References
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Post-Routing
4.1 CSTA Routing (Routing Limitations on 4400)
Using CSTA Routing on the 4400 is limited to Pilots and physical devices.
In addition, associated call data is not supported via CSTA routing. The
destination device must be on switch, and can be any dialable number.
That is, the destination device can be a Pilot, a device, an Agent, a virtual
device, or a hunting group.
The route request occurs only when the outside call initially hits the
switch. Any transfers to the routing pilot will have no effect once the call
is routed to an Agent. An Agent cannot dial a pilot through a consultation
call; thus an Agent‟s consultation call cannot be CSTA routed.
When using CSTA routing, the total number of simultaneous routing
requests is limited to the number of CSTA parking devices configured on
the switch. A simple rule for estimating this is:
Number of Virtual devices = Number of Post-Routing operations to
perform within 3 seconds.
In addition, associated call data is not supported via CSTA routing. The
destination device must be on switch, and can be any dialable number.
That is, the destination device can be a Pilot, a device, an Agent, a virtual
device, or a hunting group.
The route request occurs only when the outside call initially hits the
switch. Any transfers to the routing pilot will have no effect once the call
is routed to an Agent. An Agent cannot dial a pilot through a consultation
call; thus an Agent‟s consultation call cannot be CSTA routed.
When using CSTA routing, the total number of simultaneous routing
requests is limited to the number of CSTA parking devices configured on
the switch. A simple rule for estimating this is:
Number of Virtual devices = Number of Post-Routing operations to
perform within 3 seconds.
Note:
Special Consideration: During CSTA routing, the 4400 „parks‟ the calls
on special virtual devices. These are set up on the 4400 in the same
manner as the virtual devices for translation routing with the exception
that the „Ghost Z feature‟ field MUST be set to „Routing‟ and the CSTA
routing box must be unchecked. This unchecking of the CSTA routing
box will allow the timeout to be included in the pool of parking devices
for CSTA routing. The „parking devices‟ do not have to be configured in
any way on the PG. Enough „parking‟ devices should be configured to
handle the total number of possible simultaneous CSTA routing requests.
on special virtual devices. These are set up on the 4400 in the same
manner as the virtual devices for translation routing with the exception
that the „Ghost Z feature‟ field MUST be set to „Routing‟ and the CSTA
routing box must be unchecked. This unchecking of the CSTA routing
box will allow the timeout to be included in the pool of parking devices
for CSTA routing. The „parking devices‟ do not have to be configured in
any way on the PG. Enough „parking‟ devices should be configured to
handle the total number of possible simultaneous CSTA routing requests.
Figure 6: Partial Virtual Device Configuration for CSTA Routing
Parking Device
Note:
The Timer 240 in the switch controls the timeout for CSTA routing
requests. The timeout is in 100 millisecond units. It is initially set to 50,
which allows up to 5 seconds before the ACD will use the default route.
This timeout should be set initially to 30 to allow up to 3 seconds for a
route select response from the router.
requests. The timeout is in 100 millisecond units. It is initially set to 50,
which allows up to 5 seconds before the ACD will use the default route.
This timeout should be set initially to 30 to allow up to 3 seconds for a
route select response from the router.