Cisco Cisco Unified Contact Center Enterprise 9.0(1)

Note: Refer to the Configuration Manager's online help for detailed information about the Media
Routing Domain List tool.

Media Routing Peripheral Gateway (MR-PG)

To create a media routing peripheral gateway, use the Configuration Manager's Network VRU
Explorer and the PG Explorer tools.

A media routing peripheral gateway is capable of routing media requests of different kinds (for
example, email, Web callback, and so on). MR-PGs support multiple media routing applications
by placing multiple, independent Peripheral Interface Managers (PIMs) on a PG platform. (Set
up no more than 10 PIMs per MR-PG.) A single MR-PIM is required for each application server
to be connected to the Unified ICM system. In addition to an MR-PG, you also need at least
one Agent PG, such as an IPCC PG, a legacy ACD PG, or a NonVoiceAgent PG. For this
example, we will use an IPCC PG.

For example, the diagram below provides an overview of the interfaces that need to be configured
for Unified ICM integration with Cisco Unified Interaction Manager.

Figure 60: Interfacing with Cisco Unified Interaction Manager

Configuring the MR-PG

The MR-PG interface provides routing instructions to the integrated applications, while the
Agent PG configuration is used to report agent state and status to the system software.

Note: No agents are configured on MR-PGs. Agents are configured on NonVoice Agent PGs
or other agent PGs.

The system software media routing mechanism leverages and takes advantage of the existing
Unified ICM Network VRU operational infrastructures. In order to set up for media routing,
you must configure a Network VRU in the Unified ICM configuration. This Network VRU
configuration has no relationship with any actual Network VRU in your environment.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)