Cisco Cisco IP Contact Center Release 4.6.1 Guide De Conception
1-23
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 1 Architecture Overview
Unified CCE Routing
routed. The Unified ICM then re-enters the routing script that was previously being run for this call. The
re-entry point is the successful exit path of the Translation Route to VRU node. (See
re-entry point is the successful exit path of the Translation Route to VRU node. (See
this point, the routing client has changed from the Unified CM cluster to IPIVR1.
While the call was being transferred, the routing script was temporarily paused. After the transfer to the
Unified IP IVR is successfully completed, the Unified IP IVR becomes the routing client for this routing
script. Next the routing script queues the call to the BoatSales skill group and then instructs the
Unified IP IVR to run a specific queue treatment via the Run VRU Script node. Eventually agent 111
becomes available, and as in the previous example, the label to be returned to the routing client is
identified based upon the combination of device target and routing client. Note that the routing client is
now the Unified IP IVR. The label returned (1234) when agent 111 becomes available causes the
Unified IP IVR to transfer the call to agent 111 (at extension 1234).
Unified IP IVR is successfully completed, the Unified IP IVR becomes the routing client for this routing
script. Next the routing script queues the call to the BoatSales skill group and then instructs the
Unified IP IVR to run a specific queue treatment via the Run VRU Script node. Eventually agent 111
becomes available, and as in the previous example, the label to be returned to the routing client is
identified based upon the combination of device target and routing client. Note that the routing client is
now the Unified IP IVR. The label returned (1234) when agent 111 becomes available causes the
Unified IP IVR to transfer the call to agent 111 (at extension 1234).
Figure 1-11
Translation Routing and Queuing
For each combination of Unified CM cluster and Unified IP IVR, a translation route and a set of labels
is required. For example, if a deployment has one Unified CM cluster and four Unified IP IVRs, then
four translation routes and sets of labels are required.
is required. For example, if a deployment has one Unified CM cluster and four Unified IP IVRs, then
four translation routes and sets of labels are required.
For deployments with multiple Unified IP IVRs, the Unified ICM routing script should select the
Unified IP IVR with the greatest number of idle Unified IP IVR ports and then translation-route the call
to that specific Unified IP IVR. If no Unified IP IVR ports are available, then the script should execute
a Busy node. If a high number of calls are executing Busy nodes, then it is important to resize your
Unified IP IVR port capacity.
Unified IP IVR with the greatest number of idle Unified IP IVR ports and then translation-route the call
to that specific Unified IP IVR. If no Unified IP IVR ports are available, then the script should execute
a Busy node. If a high number of calls are executing Busy nodes, then it is important to resize your
Unified IP IVR port capacity.
Agent ID
Dev Target
111
1234
Rtg Client
Label
1234
1234
CM Cluster
IPIVR 1
IPIVR 2
Dev Target
1234
1234
1234
1234
Route response returned
to IPIVR 1
76582
Original route request
New routing client
IPIVR 1
Original
routing client
Unified CM
Cluster