Cisco Cisco Unified Contact Center Enterprise 9.0(2) インストールガイド

In the Parent, you must:

•

Create the dialed number for the transfer CTI Route Point.

•

Put that dialed number into the Peripheral Monitor Table on the parent ICM. You must also
build a call type and associated script to perform the post-route in the parent ICM.

The parent script can instruct the child system:

•

To transfer the call to another child (via translation route to the other child's skill group)

•

To transfer the call to an agent in the same child

•

(or with CVP it can instruct CVP) To connect the call back to the network queue (provided
it came from there in the first place).

The Parent/Child design assumes CVP at the Parent gets all the calls first and is used as a
network queue point -- that does simplify the call delivery, RONA and subsequent transfers
quite a bit.

If you use Unified IP-IVR to do the enterprise queuing at the ICM Parent, you must also be
aware of the following:

•

There is no built-in RONA timeout for that model like Cisco has with CVP. So, in this case,
you must script for RONA at the Child locally and decide in that process if you want to
re-route the call all the way back to the Parent ICM or just hold it in queue locally for the
next local agent.

•

Also, for subsequent transfers between child systems, there is extra work to translation route
the calls to the IP-IVR at the Parent in the Parent ICM's post-routing script.

•

In addition, there is an impact on call signaling which is hair pinned in that model several
times between the layers -- especially if the IP-IVRs are on different CallManager clusters,
which can also lead to misleading results from Call Admission Control, as the CAC mechanism
may think there is a physical call hair pinned and using up twice the bandwidth when in
reality there is only signaling going over the WAN twice and not the actual RTP stream.

In the child, you must:

•

Create the dialed number for the transfer CTI Route Point

•

Check the box for "enable application routing" and build backup treatment in case the ICM
parent does not respond -- the call will be sitting in a CTI Route Point that can timeout, so
it is important for there to be a way to deal with that call in the event that the ICM does not
return a route.

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)