Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide
About the Unified CM Extension Mobility Feature
Unified CM provides an Extension Mobility feature that lets users access their Cisco IP phone
configuration, including line appearances, services, and speed dials, from other Cisco IP phones.
If you enable Extension Mobility, agents can share the same IP phone and retain their personal
settings. In a Unified SCCE system, IP phones with Extension Mobility have the same behavior
and features as regular IP phones. Procedures for enabling Extension Mobility are not described
in this guide. For instructions, see the Cisco Unified CM Features and Service Guide.
configuration, including line appearances, services, and speed dials, from other Cisco IP phones.
If you enable Extension Mobility, agents can share the same IP phone and retain their personal
settings. In a Unified SCCE system, IP phones with Extension Mobility have the same behavior
and features as regular IP phones. Procedures for enabling Extension Mobility are not described
in this guide. For instructions, see the Cisco Unified CM Features and Service Guide.
How to Configure CTI Route Points
A CTI Route Point is a virtual device that can receive multiple concurrent calls for
application-controlled redirection. Calls are directed to a route point, which subsequently routes
the call to an available CTI port--the front end of the redirection application. The CTI route
point is the number a caller dials to access the application. At least one CTI route point must
be configured for each redirection application in use. In Unified SCCE, these applications
include Unified IP IVR and Cisco JTAPI running on the Agent/IVR Controller.
application-controlled redirection. Calls are directed to a route point, which subsequently routes
the call to an available CTI port--the front end of the redirection application. The CTI route
point is the number a caller dials to access the application. At least one CTI route point must
be configured for each redirection application in use. In Unified SCCE, these applications
include Unified IP IVR and Cisco JTAPI running on the Agent/IVR Controller.
Once a CTI route point has been created, lines (directory numbers) can be added and configured.
CTI route points are used for post-routing with Unified SCCE. In the event that the Agent/IVR
Controller is down or the Unified SCCE cannot route a call, you can post-route the call to another
CTI Route Point.
CTI route points are used for post-routing with Unified SCCE. In the event that the Agent/IVR
Controller is down or the Unified SCCE cannot route a call, you can post-route the call to another
CTI Route Point.
Note: If you are using Unified IP IVR 4.0(x) or later, the CTI Route Points controlled by the
Unified IP IVR can be configured directly in the Unified IP IVR Administration interface; you
do not need to configure them in Unified CM. Consult your Unified IP IVR documentation for
instructions. The Route Points for dialed numbers must still be created in Unified CM
Administration.
Unified IP IVR can be configured directly in the Unified IP IVR Administration interface; you
do not need to configure them in Unified CM. Consult your Unified IP IVR documentation for
instructions. The Route Points for dialed numbers must still be created in Unified CM
Administration.
To configure a CTI Route Point:
Step 1
In Unified CM Administration, select Device > CTI Route Point.
Step 2
Under Find and List CTI Route Points, click Add New.
Step 3
Use the Unified CM Administration online Help for guidance in completing the CTI Route
Point Configuration Settings.
Point Configuration Settings.
Step 4
When you have finished, click Save.
Step 5
Repeat these steps to create additional CTI Route Points, as necessary. For example, you might
create two route points for inbound dialing (one for post routing and one for translation routing)
and two for Unified IP IVR (one for post routing and one for transfer to IVR).
create two route points for inbound dialing (one for post routing and one for translation routing)
and two for Unified IP IVR (one for post routing and one for transfer to IVR).
Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)
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Chapter 6: Installing and Configuring Cisco Unified CM for Unified SCCE
About the Unified CM Extension Mobility Feature