Cisco Cisco E-Mail Manager Unity Integration Option Guida Alla Progettazione
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 1 Architecture Overview
Queuing in a Unified CCE Environment
they will have to select that line on the phone or use the agent desktop to answer that line appearance
directly. They should also be aware that they will have to manage their agent state and go into not-ready
mode manually when they want to place a call on their normal extension, so that Unified CCE will not
attempt to route a call to them while they are on the other line.
directly. They should also be aware that they will have to manage their agent state and go into not-ready
mode manually when they want to place a call on their normal extension, so that Unified CCE will not
attempt to route a call to them while they are on the other line.
It is possible to have a deployment where the agent extension is the same as the agent's DID or personal
line. When call waiting is configured on the agent phone, agent-to-agent calls could interrupt a customer
call. To prevent this from happening, agent-to-agent routing can be used and the agent-to-agent routing
script can be set up to queue or reject the call if the agent is busy. This is a good option if there is a need
to see all agent activity and to avoid all interruptions for the agent. The configuration involves using CTI
Route Points in Unified CM instead of the agent DID in order to send the calls to Unified CCE for
agent-to-agent routing. For ease of configuration and to reduce the number of CTI route points, the
Unified CM wildcard feature can be used, although the ICM will require distinct routing DNs, one for
each agent.
line. When call waiting is configured on the agent phone, agent-to-agent calls could interrupt a customer
call. To prevent this from happening, agent-to-agent routing can be used and the agent-to-agent routing
script can be set up to queue or reject the call if the agent is busy. This is a good option if there is a need
to see all agent activity and to avoid all interruptions for the agent. The configuration involves using CTI
Route Points in Unified CM instead of the agent DID in order to send the calls to Unified CCE for
agent-to-agent routing. For ease of configuration and to reduce the number of CTI route points, the
Unified CM wildcard feature can be used, although the ICM will require distinct routing DNs, one for
each agent.
Queuing in a Unified CCE Environment
Call queuing can occur in three distinct scenarios in a contact center:
•
New call waiting for handling by initial agent
•
Transferred call waiting for handling by a second (or subsequent) agent
•
Rerouted call due to ring-no-answer, waiting for handling by an initial or subsequent agent
When planning your Unified CCE deployment, it is important to consider how queuing and requeuing
are going to be handled.
are going to be handled.
Call queuing in a Unified CCE deployment requires use of an IVR platform that supports the SCI
interface to the Unified ICM. The Unified IP IVR is one such platform. Cisco also offers another IVR
platform, Unified CVP, that can be used as a queuing point for Unified CCE deployments. The chapter
on
interface to the Unified ICM. The Unified IP IVR is one such platform. Cisco also offers another IVR
platform, Unified CVP, that can be used as a queuing point for Unified CCE deployments. The chapter
on
, provides considerations for deployments with Unified CVP.
Traditional IVRs can also be used in Unified CCE deployments, and the chapter on
, also provides considerations for deployments with traditional IVRs.
In a Unified CCE environment, an IVR is used to provide voice announcements and queuing treatment
while waiting for an agent. The control over the type of queuing treatment for a call is provided by the
Unified ICM via the SCI interface. The Run VRU Script node in a Unified ICM routing script is the
component that causes the Unified ICM to instruct the IVR to play a particular queuing treatment.
while waiting for an agent. The control over the type of queuing treatment for a call is provided by the
Unified ICM via the SCI interface. The Run VRU Script node in a Unified ICM routing script is the
component that causes the Unified ICM to instruct the IVR to play a particular queuing treatment.
While the IVR is playing the queuing treatment (announcements) to the caller, the Unified ICM waits
for an available agent with a particular skill (as defined within the routing script for that call). When an
agent with the appropriate skill becomes available, the Unified ICM reserves that agent and then
instructs the IVR to transfer the voice path to that agent's phone.
for an available agent with a particular skill (as defined within the routing script for that call). When an
agent with the appropriate skill becomes available, the Unified ICM reserves that agent and then
instructs the IVR to transfer the voice path to that agent's phone.