Cisco Cisco IPCC Web Option User Guide

IPCC Express system. These are listed as “IPCC Enterprise Gateway” and “IPCC Express
Gateway” respectively in the setup screen for the PG. The Gateway PG does not support third
party call control (CTI) so that all agent desktops, etc. are connected to the child IPCC Enterprise
system, or the IPCC Express system. The link supports voice only. The child system may support
multi-media but the ICM only routes voice calls to the child.

Object tracking is accomplished the same as on all legacy PIMs, through matching Peripheral
Numbers on the Agent, Skill Group, and Service Table. Routing to the child is to peripheral
targets (Skill Groups/Services) as with all legacy TDMs, in contrast to IPCC. All normal TDM
functionality is supported: Pre-Routing, Pre-Routing with Translation routing, post routing, etc.
Third party call control is the only exception. Full variable passing is done between the parent
and child (you can send/receive call variables 1-10 and ECC variables).

Scripting is consistent with traditional PGs, not IPCC. Scripts use LAA, MED, target services,
and skill groups; but not agents.

Note: NCT is not supported with either the Express or Enterprise Gateway. This is due to the
CTI control being on the ACD (Child) rather than on the enterprise ICM.

Deploying IPCC Gateway for IPCC Enterprise

Where to deploy IPCC Gateway for IPCC Enterprise:

•

The gateway PG is ideal for deployments that have several call centers spread geographically.

•

The call centers are independent of the ICM Central Controller so in a WAN outage, the call
centers (System PG systems) can operate totally independently of the ICM.

•

The gateway PG is also an ideal way to integrate new IP call centers into an existing ICM
environment with many TDM ACD sites.

Note: In a single script node (MED) peripherals that are legacy and gateway type can be
used to select the best "site" to send the call to.

How does it work:

•

The gateway PG works by monitoring all the events that happen on the child IPCC system.
This is identical in function to a PG/PIM connected to any other ACD. By knowing the active
call and agent states the ICM router can have information available to decide if that "site" is
the best to send a call to.

•

The child system can also send up route requests to the parent ICM to decide where to send
a call (Post/Translation routing).

•

The event monitoring is accomplished by the PIM connecting to the child systems CTI Server
modified version of the CTI Protocol.

Object Mapping Overview (Enterprise)

•

Agents on the child map to Agents on the parent

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)