Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 发行公告
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX Terminology
the Voice Gateway (VG) port (or calling IP Phone). The application can then prompt callers for input
and provide the caller self service. When either the caller hangs up or the application executes a
Terminate step, Cisco Unified CM tears down the call.
and provide the caller self service. When either the caller hangs up or the application executes a
Terminate step, Cisco Unified CM tears down the call.
Within the application, it is also possible to route or transfer the call to an available agent. If no agents
are available, queueing treatment is provided to the caller. Agents in Cisco Unified CCX are called
resources. There is a subsystem within Cisco Unified CCX called the Resource Manager which is
responsible for monitoring the state of agents and selecting agents based upon the agent skills and queue
skills required. Queues in Cisco Unified CCX are called Contact Service Queues (CSQs). Agents use
Cisco Agent Desktop (CAD) or IP Phone Agent (IPPA) state controls to log in and make themselves
ready. The Resource Manager is updated upon every agent state change.
are available, queueing treatment is provided to the caller. Agents in Cisco Unified CCX are called
resources. There is a subsystem within Cisco Unified CCX called the Resource Manager which is
responsible for monitoring the state of agents and selecting agents based upon the agent skills and queue
skills required. Queues in Cisco Unified CCX are called Contact Service Queues (CSQs). Agents use
Cisco Agent Desktop (CAD) or IP Phone Agent (IPPA) state controls to log in and make themselves
ready. The Resource Manager is updated upon every agent state change.
Administrators use the Cisco Unified CCX Administration web interface to configure agent skills and
competencies. Cisco Unified CCX Administration is also used to define CSQ skill and competency
requirements and the agent selection criteria to be used for that CSQ. Applications use the Select
Resource step to specify the CSQ into which the caller shall be placed. The Resource Manager
subsystem is queried by the application to select the appropriate agent based upon the agent selection
criteria. If no agent is available, the Select Resource step has a queued branch where queueing treatment
is defined. When the Resource Manager finds an available and appropriately skilled agent, it will reserve
that agent and then request for that call to be transferred to the agents IP Phone (using JTAPI messaging
to Cisco Unified CM). After the call has been transferred to and answered by the agent, the CTI Port
being used for that call is released.
competencies. Cisco Unified CCX Administration is also used to define CSQ skill and competency
requirements and the agent selection criteria to be used for that CSQ. Applications use the Select
Resource step to specify the CSQ into which the caller shall be placed. The Resource Manager
subsystem is queried by the application to select the appropriate agent based upon the agent selection
criteria. If no agent is available, the Select Resource step has a queued branch where queueing treatment
is defined. When the Resource Manager finds an available and appropriately skilled agent, it will reserve
that agent and then request for that call to be transferred to the agents IP Phone (using JTAPI messaging
to Cisco Unified CM). After the call has been transferred to and answered by the agent, the CTI Port
being used for that call is released.
An agent must be configured in Cisco Unified CM as a user. This adds a record to the Cisco Unified CM
user table. The Cisco Unified CM user table can be synchronized with LDAP directories like Microsoft’s
Active Directory. Details on LDAP integration can be found in Appendix C. Cisco Unified CM supports
usage of one of the following LDAP directory servers—DC Directory (default), Netscape IPlanet, and
Microsoft Active Directory. In Cisco Unified CM, an agent’s phone and directory number are associated
with the agent’s Cisco Unified CM user name and the directory number is also marked as a Cisco Unified
CCX extension. This allows Cisco Unified CCX to know that this Cisco Unified CM user is an agent,
and the user then shows up in the resource list in Cisco Unified CCX Administration.
user table. The Cisco Unified CM user table can be synchronized with LDAP directories like Microsoft’s
Active Directory. Details on LDAP integration can be found in Appendix C. Cisco Unified CM supports
usage of one of the following LDAP directory servers—DC Directory (default), Netscape IPlanet, and
Microsoft Active Directory. In Cisco Unified CM, an agent’s phone and directory number are associated
with the agent’s Cisco Unified CM user name and the directory number is also marked as a Cisco Unified
CCX extension. This allows Cisco Unified CCX to know that this Cisco Unified CM user is an agent,
and the user then shows up in the resource list in Cisco Unified CCX Administration.
In Cisco Unified CM, agent phones also are associated with another application user with CTI
permissions called the Resource Manager user. This user is referred to as the RmCm Provider. The
RmCm Provider allows Cisco Unified CCX to monitor the state of the phone. For example, when an
agent goes off hook to make an outbound call using the Cisco Unified CCX extension, the Cisco Unified
CCX application needs to be notified so that the Resource Manager can update its agent state machine
to show that agent being on an outbound call. The RmCm Provider also allows Cisco Unified CCX to
control the state of the phone. For example, when an agent clicks Answer on CAD, this triggers Cisco
Unified CCX to have the RmCm Provider signal to Cisco Unified CM to have that agent’s phone go off
hook.
permissions called the Resource Manager user. This user is referred to as the RmCm Provider. The
RmCm Provider allows Cisco Unified CCX to monitor the state of the phone. For example, when an
agent goes off hook to make an outbound call using the Cisco Unified CCX extension, the Cisco Unified
CCX application needs to be notified so that the Resource Manager can update its agent state machine
to show that agent being on an outbound call. The RmCm Provider also allows Cisco Unified CCX to
control the state of the phone. For example, when an agent clicks Answer on CAD, this triggers Cisco
Unified CCX to have the RmCm Provider signal to Cisco Unified CM to have that agent’s phone go off
hook.
If you use Enterprise Mobility (EM) together with Unified CM 8.0 or later, associate the device profile,
instead of the device, with the Resource Manager application user. Irrespective of the device profile you
associate the application user with, set the Intra-Cluster Multiple Login Behavior Extension Mobility
Service parameter in Unified CM to Auto Logout.
instead of the device, with the Resource Manager application user. Irrespective of the device profile you
associate the application user with, set the Intra-Cluster Multiple Login Behavior Extension Mobility
Service parameter in Unified CM to Auto Logout.
This action helps to overcome the design limitations in CTI/JTAPI noticed in the following scenarios,
when the Intra-cluster Multiple Login Behavior Extension Mobility Service parameter in Unified CM is
set to Multiple Logins Allowed:
when the Intra-cluster Multiple Login Behavior Extension Mobility Service parameter in Unified CM is
set to Multiple Logins Allowed:
•
Agent logs in to EM on a Cisco IP Communicator (CIPC) and is also logged in to Cisco Agent
Desktop (CAD).
Desktop (CAD).
•
If CIPC unregisters from Unified CM while the agent is still logged in to EM, it does not reregister.
This failure to register may happen when the network is severed or the agent closes CIPC without
logging out of EM.
This failure to register may happen when the network is severed or the agent closes CIPC without
logging out of EM.