Cisco Cisco Unified Contact Center Enterprise 8.5(1) Notas De La Versión
Chapter 3 Design Considerations for High Availability
Cisco Unified Contact Center Enterprise 8.x SRND
147
significantly higher. See the "Bandwidth Requirements for Unified CCE Gateway to System PG" section in
the Bandwidth Provisioning and QoS Considerations chapter for additional details.
the Bandwidth Provisioning and QoS Considerations chapter for additional details.
Parent/Child Call Flows
The following sections describe the call flows for the parent and child.
Typical Inbound PSTN Call Flow
In a typical inbound call flow from the PSTN, calls would be directed by the carrier network to the contact
center sites using some predefined percent allocation or automatic routing method. These calls are
terminated in the Unified CVP voice gateways at the call center locations under control of the Unified ICM
parent Unified CVP. The inbound call flow is as follows:
center sites using some predefined percent allocation or automatic routing method. These calls are
terminated in the Unified CVP voice gateways at the call center locations under control of the Unified ICM
parent Unified CVP. The inbound call flow is as follows:
1. The call arrives on the Unified CVP voice gateway at the Unified CCE call center location.
2. The Unified CVP voice gateway maps the call by dialed number to a particular Unified CVP Call
Server at the Unified ICM parent site and sends a new call event to the Unified CVP Call Server.
3. The Unified CVP Call Server sends the new call event message to the Unified CVP or IVR PG at the
Unified ICM parent site.
4. The Unified CVP PG sends the new call message to the Unified ICM parent, which uses the inbound
dialed number to qualify a routing script to determine the proper call treatment (messaging) or agent
groups to consider for the call.
groups to consider for the call.
5. Unified ICM instructs Unified CVP to hold the call in the voice gateway at the site and wait for an
available agent while directing specific instructions to play .wav files for hold music to the caller in the
gateway.
gateway.
6. When an agent becomes available, the Unified ICM instructs Unified CVP to transfer the call to the
site with the available agent by using a translation route. (The agent might not be at the same physical
site but across the WAN.) Any data collected about the call in the Unified ICM parent Unified CVP
will be transferred to the remote system's PG (either a TDM, legacy PG, or one of the Unified CCE
Gateway PGs for Unified CCX or Unified CCE).
site but across the WAN.) Any data collected about the call in the Unified ICM parent Unified CVP
will be transferred to the remote system's PG (either a TDM, legacy PG, or one of the Unified CCE
Gateway PGs for Unified CCX or Unified CCE).
7. When the call arrives at the targeted site, it arrives on a specific translation route DNIS that was
selected by the Unified ICM parent. The PG at the site is expecting a call to arrive on this DNIS to
match up with any pre-call CTI data associated with the call. The local ACD or Unified CCE performs
a post-route request to the local PG to request the CTI data as well as the final destination for the call
(typically the lead number for the skill group of the available agent).
match up with any pre-call CTI data associated with the call. The local ACD or Unified CCE performs
a post-route request to the local PG to request the CTI data as well as the final destination for the call
(typically the lead number for the skill group of the available agent).
8. If the agent is no longer available for the call (walked away or unplugged), Unified CVP at the Parent
site uses the Router Re-query function in the ICM Call Routing Script to select another target for the
call automatically.
call automatically.
Post-Route Call Flow
Post-routing is used when a call is already at a peripheral ACD or IVR and needs to be routed intelligently
to another agent or location. If an agent gets a call in the ACD or Unified CCE that needs to be sent to a
different skill group or location, the agent can make use of the post-route functionality to reroute the call.
The post-route call flow is as follows:
to another agent or location. If an agent gets a call in the ACD or Unified CCE that needs to be sent to a
different skill group or location, the agent can make use of the post-route functionality to reroute the call.
The post-route call flow is as follows:
1. The agent transfers the call to the local CTI route point for reroute treatment using the CTI agent
desktop.