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3-3
Cisco IPCC Express Solution Reference Network Design
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Chapter 3 IPCC Express System Design Considerations
Provisioning Cisco CallManager Resources
shows an incoming call routed through the Cisco CallManager server to a CTI route point
assigned to the IPCC Express JTAPI trigger. Route points and CTI ports are configured in IPCC Express
such that all calls received at the main directory number are routed through the JTAPI subsystem to the
IPCC Express script.
such that all calls received at the main directory number are routed through the JTAPI subsystem to the
IPCC Express script.
, the dotted line around the Cisco CallManager and IPCC Express servers represents logical
instances of the CTI route point and CTI ports. This depiction shows that the IPCC Express and
Cisco CallManager servers both have handles to these route points and CTI ports, but each uses these
handles differently. In particular, IPCC Express does not process the internal CTI route point and CTI
port messages. Instead, IPCC Express makes CTI requests for Cisco CallManager to perform the call
routing. Cisco CallManager then processes the CTI Redirect message from the route point to an
available CTI port. Finally, the CTI port performs a consultative transfer to an available agent.
Cisco CallManager servers both have handles to these route points and CTI ports, but each uses these
handles differently. In particular, IPCC Express does not process the internal CTI route point and CTI
port messages. Instead, IPCC Express makes CTI requests for Cisco CallManager to perform the call
routing. Cisco CallManager then processes the CTI Redirect message from the route point to an
available CTI port. Finally, the CTI port performs a consultative transfer to an available agent.
Cisco CallManager devices
Note that there are no equivalent media termination ports mapped to Cisco CallManager because the
IPCC Express media termination ports, from the perspective of Cisco CallManager, are the CTI ports
themselves. IPCC Express imposes a media port license that blocks dialog channels from being able to
establish Real-Time Transport Protocol (RTP) streaming connections. Therefore, when provisioning,
make sure the number of media ports does not exceed the total number of provisioned CTI ports per
group, as indicated in the following equation:
IPCC Express media termination ports, from the perspective of Cisco CallManager, are the CTI ports
themselves. IPCC Express imposes a media port license that blocks dialog channels from being able to
establish Real-Time Transport Protocol (RTP) streaming connections. Therefore, when provisioning,
make sure the number of media ports does not exceed the total number of provisioned CTI ports per
group, as indicated in the following equation:
Total number of media ports
≤ Total number of CTI ports
Provisioning Cisco CallManager Resources
After determining how many IPCC Express resources are required for your contact center or IVR
solution, the next step is to determine which Cisco CallManager resources (if any) are needed for your
IPCC Express solution.
solution, the next step is to determine which Cisco CallManager resources (if any) are needed for your
IPCC Express solution.
, IPCC Express uses the following logical devices, or application providers:
•
CTI and IVR JTAPI provider — Consists of route points and CTI ports per caller session.
Table 3-1
Mapping IPCC Express Application Providers to Cisco CallManager CTI Resources
IPCC Express Application
Provider
Provider
Cisco CallManager CTI Resources
Description
IPCC Express IVR/CTI JTAPI
Provider (CTI components)
Provider (CTI components)
CTI route points
Main directory number fronting incoming calls to
open call handling sessions
open call handling sessions
CTI ports
Call handling sessions for incoming calls
IPCC Express Agent JTAPI
Provider (Agent Desktop
components)
Provider (Agent Desktop
components)
CTI ports
IPCC Express agent softphones
Third-party control phones
Monitoring of:
•
Cisco IP Phone (not media termination)
•
Media-terminated desktop devices
Cisco Agent Desktop Client
Machine JTAPI Provider
Machine JTAPI Provider
IP Phone extensions
The JTAPI Client on the Cisco Agent Desktop
authenticates with the agent’s UserID. In Cisco
CallManager, the agent's UserID has devices
associated with it. The JTAPI Client takes control of
the agent’s device line for call control capabilities.
authenticates with the agent’s UserID. In Cisco
CallManager, the agent's UserID has devices
associated with it. The JTAPI Client takes control of
the agent’s device line for call control capabilities.