Cisco Cisco E-Mail Manager Unity Integration Option Guida Alla Progettazione

Each IP phone must be configured in the Unified ICM Central Controller database as a device target. 
Only one extension on the phone can be configured as a Unified ICM device target. Additional 
extensions may be configured on the phone, but those extensions will not be known to the Unified ICM 
software and, thus, no monitoring or control of those additional extensions is possible. The Unified ICM 
provides call treatment for Reroute On No Answer (RONA), therefore it is not necessary to configure 
call forwarding on ring-no-answer in the Unified CM configuration for the phones. Unless call center 
policy permits warm (agent-to-agent) transfers, the Unified CCE extension also should not be published 
or dialed by anyone directly, and only the Unified ICM software should route calls to this Unified CCE 
phone extension.

At agent login, the agent ID and phone extension are associated, and this association is released when 
the agent logs out. This feature allows the agent to log in to any agent phone. At agent login, the 
Unified CM PIM requests Unified CM to begin monitoring the agent phone and to provide device and 
call control for that phone. As mentioned previously, each phone must be mapped to the Unified ICM 
JTAPI user ID in order for the agent login to be successful.

Labels are the response to a route request from a routing client. The label is a pointer to the destination 
where the call is to be routed (basically, the number to be dialed by the routing client). Many labels in a 
Unified CCE environment correspond to the Unified CCE phone extensions so that Unified CM and 
Unified IP IVR can route or transfer calls to the phone of an agent who has just been selected for a call.

Often, the way a call is routed to a destination depends upon where the call originated and where it is 
being terminated. This is why Unified CCE uses labels. For example, suppose we have an environment 
with two regionally separated Unified CM clusters, Site 1 and Site 2. A phone user at Site 1 will typically 
just dial a four-digit extension to reach another phone user at Site 1. In order to reach a phone user at 
Site 2 from Site 1, users might have to dial a seven-digit number. To reach a phone user at either site 
from a PSTN phone, users might have to dial a 10- digit number. From this example, we can see how a 
different label would be needed, depending upon where the call is originating and terminating.

Each combination of device target and routing client must have a label. For example, a device target in 
a Unified CCE deployment with a two-node Unified CM cluster and two Unified IP IVRs will require 
three labels. If you have 100 device targets (phones), you would need 300 labels. If there are two 
regionally separated Unified CM clusters, each with two Unified IP IVRs and 100 device targets per site, 
then we would need 1200 labels for the six routing clients and 200 device targets (assuming we wanted 
to be able to route a call from any routing client to any device target). If calls are to be routed to device 
targets only at the same site as the routing client, then we would need only 600 labels (three routing 
clients to 100 device targets, and then doubled for Site 2).

Labels are also used to route calls to Unified IP IVR CTI Ports. Details on configuring labels are 
provided in the Unified CCE Installation Guide, available on Cisco.com.   A bulk configuration tool is 
also available to simplify the configuration of the labels.