Cisco Cisco Unified Contact Center Enterprise 9.0(1) Folheto

For more information on Unified System CCE, see the chapter on 

.

A Unified ICM routing client is anything that can generate a route request to the Unified ICM Central 
Controller. The Unified CM PIM (representing the entire Unified CM cluster) and each 
Unified IP IVR/Unified CVP PIM are routing clients. Routing clients generate route requests to the 
Unified ICM Central Controller. The Unified ICM Central Controller then executes a routing script and 
returns a routing label to the routing client. A redundant PIM is viewed as a single logical routing client, 
and only one side of a PIM is active at any point in time. In a Unified CCE deployment with one 
Unified CM cluster (with any number of nodes) and two Unified IP IVRs, three routing clients are 
required: the Unified CM PIM and the two Unified IP IVR/Unified CVP PIMs.

The public switched telephone network (PSTN) can also function as a routing client. The Unified ICM 
supports a software module called a Network Interface Controller (NIC), which enables the Unified ICM 
to control how the PSTN routes a call. Intelligently routing a call before the call is delivered to any 
customer premise equipment is referred to as pre-routing. Only certain PSTNs have NICs supported by 
the Unified ICM. For a detailed list of PSTN NICs and details on Unified ICM pre-routing, refer to the 
Pre-installation Planning Guide for Cisco ICM Enterprise & Hosted Editions, available at 

Other applications such as the Cisco Media Blender, the Cisco Collaboration Server, the Cisco E-Mail 
Manager, Web Interaction Manager, or E-mail Interaction Manager can also function as routing clients 
to allow the Unified ICM to become a multi-channel contact routing engine. Details of currently 
available multi-channel routing are available on Cisco.com.

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.