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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 2 Cisco Unified Contact Center Express Solution Architecture
Unified CCX Call Processing
Administrators use the CRS Administration web interface to configure agent skills and competencies.
CRS Administration is also used to define CSQ skill and competency requirements and the agent
selection criteria to be used for that CSQ. Applications use the Select Resource step to specify the CSQ
into which the caller shall be placed. The Resource Manager subsystem is queried by the application to
select the appropriate agent based upon the agent selection criteria. If no agent is available, the Select
Resource step has a queued branch where queueing treatment is defined. When the Resource Manager
finds an available and appropriately skilled agent, it will reserve that agent and then request for that call
to be transferred to the agents IP Phone (using JTAPI messaging to Cisco Unified CallManager). After
the call has been transferred to and answered by the agent, the CTI Port being used for that call is
released.
CRS Administration is also used to define CSQ skill and competency requirements and the agent
selection criteria to be used for that CSQ. Applications use the Select Resource step to specify the CSQ
into which the caller shall be placed. The Resource Manager subsystem is queried by the application to
select the appropriate agent based upon the agent selection criteria. If no agent is available, the Select
Resource step has a queued branch where queueing treatment is defined. When the Resource Manager
finds an available and appropriately skilled agent, it will reserve that agent and then request for that call
to be transferred to the agents IP Phone (using JTAPI messaging to Cisco Unified CallManager). After
the call has been transferred to and answered by the agent, the CTI Port being used for that call is
released.
An agent must be configured in Cisco Unified CallManager as a user. This adds a record to the Cisco
Unified CallManager LDAP directory. Cisco Unified CallManager supports usage of one of the
following LDAP directory servers—DC Directory (default), Netscape IPlanet, and Microsoft Active
Directory. The LDAP directory is installed as part of the CallManager installation process and both
Cisco Unified CallManager and the LDAP directory must be operational prior to beginning an Unified
CCX installation. In Cisco Unified CallManager, an agent’s phone and directory number are associated
with the agent’s Cisco Unified CallManager user name and the directory number is also marked as an
Cisco Unified CallManager extension. This allows Cisco Unified CallManager to know that this Cisco
Unified CallManager user is an agent, and the user then shows up in the resource list in CRS
Administration. In Cisco Unified CallManager, agent phones are also associated with another JTAPI user
called the Resource Manager JTAPI user. This user is referred to as the RMJTAPI user. The RMJTAPI
user allows Unified CCX to monitor the state of the phone. For example, when an agent goes off hook
to make an outbound call using the Unified CCX extension, the Unified CCX application needs to be
notified so that the Resource Manager can update its agent state machine to show that agent being on an
outbound call. The RMJTAPI user also allows Unified CCX to control the state of the phone. For
example, when an agent clicks Answer on Cisco Agent Desktop, this triggers Unified CCX to have the
RMJTAPI user signal to Cisco Unified CallManager to have that agent’s phone go off hook
Unified CallManager LDAP directory. Cisco Unified CallManager supports usage of one of the
following LDAP directory servers—DC Directory (default), Netscape IPlanet, and Microsoft Active
Directory. The LDAP directory is installed as part of the CallManager installation process and both
Cisco Unified CallManager and the LDAP directory must be operational prior to beginning an Unified
CCX installation. In Cisco Unified CallManager, an agent’s phone and directory number are associated
with the agent’s Cisco Unified CallManager user name and the directory number is also marked as an
Cisco Unified CallManager extension. This allows Cisco Unified CallManager to know that this Cisco
Unified CallManager user is an agent, and the user then shows up in the resource list in CRS
Administration. In Cisco Unified CallManager, agent phones are also associated with another JTAPI user
called the Resource Manager JTAPI user. This user is referred to as the RMJTAPI user. The RMJTAPI
user allows Unified CCX to monitor the state of the phone. For example, when an agent goes off hook
to make an outbound call using the Unified CCX extension, the Unified CCX application needs to be
notified so that the Resource Manager can update its agent state machine to show that agent being on an
outbound call. The RMJTAPI user also allows Unified CCX to control the state of the phone. For
example, when an agent clicks Answer on Cisco Agent Desktop, this triggers Unified CCX to have the
RMJTAPI user signal to Cisco Unified CallManager to have that agent’s phone go off hook
Unified CCX Call Processing
and the description that follows explain a typical Unified CCX call flow: