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Cisco Unified Contact Center Enterprise (Unified CCE) is part of Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multi-channel contact management to contact center agents over an IP network. It combines software IP automatic call distribution (ACD) functionality with Cisco Unified Communications in a unified solution that enables companies to rapidly deploy an advanced, distributed contact center infrastructure. The Cisco Unified CCE is an integrated suite of products that includes Cisco Unified Intelligent Contact Management (Unified ICM), Cisco Unified Communications Manager (Unified CM, Cisco IP Interactive Voice Response (Unified IP IVR), Cisco Unified Customer Voice Portal (Unified CVP), Cisco Voice over IP (VoIP) Gateways and Cisco Unified IP phones. Together these products provide Cisco Unified Communications and contact center solutions to achieve intelligent call routing, multi-channel automatic call distribution (ACD) functionality, interactive voice response (IVR), network call queuing, and consolidated enterprise-wide reporting. Unified CCE can optionally integrate with Cisco Unified ICM to support networking with legacy ACD systems while providing a smooth migration path to a converged communications platform. The Cisco Unified CCE solution is designed for implementation in both single-site and multi-site contact centers. It utilizes your existing Cisco IP network to lower administrative expenses and extend the boundaries of the contact center enterprise to include branch offices, home agents, and knowledge workers. Figure 1-1 illustrates a typical Unified CCE setup.
Cisco Unified Contact Center Enterprise 7.5 SRND OL-16594-07
Typical Unified CCE Deployment
Signaling/CTI PSTN IP Voice TDM Voice Unified CM Cluster
M M M
Unified CCE IP IVR/CVP
The Cisco Unified CCE solution consists of four primary Cisco software components:
• • •
Unified Communications infrastructure: Cisco Unified Communications Manager (Unified CM) Queuing and self-service: Cisco Unified IP Interactive Voice Response (Unified IP IVR) or Unified CVP Contact center routing and agent management: Unified CCE is based on the Unified ICM software. It includes Call Router, Logger, Peripheral Gateway, Historical Data Server, Administrative Workstation, and so forth. Agent desktop software: Cisco Agent Desktop (CAD), Cisco Toolkit Agent Desktop (CTI OS), or integrations with third-party customer relationship management (CRM) software through Cisco Unified CRM Connector.
In addition to these core components, the following Cisco telephony and infrastructure hardware products may be required for a complete Unified CCE deployment:
• • •
Cisco Unified IP phones Cisco voice gateways Cisco LAN/WAN infrastructure
The following sections discuss each of the software components in more detail and describe the data communications between each of these components. For more information on a particular product, refer to the specific product documentation available online at http://www.cisco.com
Cisco Unified Contact Center Enterprise 7.5 SRND
Architecture Overview What's New in This Chapter
What's New in This Chapter
Table 1-1 lists the topics that are new in this chapter or that have changed significantly from previous releases of this document.
Table 1-1 New or Changed Information Since the Previous Release of This Document
New or Revised Topic Agent interfaces Agent phones Logical Partitioning and toll bypass
Described in: Unified CCE Agent Options, page 1-10 Agent Phones, page 1-4 Agent Phones in Countries with Toll-Bypass Regulations, page 1-30 Cisco Unified Intelligence Suite, page 1-16 Unified System CCE, page 1-21
Removed reference to Unified IP Queue Manager Various sections Unified Intelligence Suite Unified System Contact Center Enterprise
Video queuing and agent support in Unified CVP Cisco Unified Customer Voice Portal (Unified CVP), page 1-4
Cisco Unified Communications Manager
Cisco Unified Communications Manager (Unified CM, formerly Cisco Unified CallManager) is a software application that controls the voice gateways and IP phones, thereby providing the foundation for a Voice over IP (VoIP) solution. Unified CM runs on Cisco Media Convergence Servers (MCS). The software running on a server is referred to as a Unified CM server. Multiple Unified CM servers can be grouped into a cluster to provide for scalability and fault tolerance. Unified CM communicates with the gateways using standard protocols such as H.323, Media Gateway Control Protocol (MGCP), and Session Initiation Protocol (SIP). Unified CM communicates with the IP phones using SIP or Skinny Call Control Protocol (SCCP). For details on Unified CM call processing capabilities and clustering options, refer to the latest version of the Cisco Unified Communications Solution Reference Network Design (SRND) guide, available at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides _list.html A single Unified CM subscriber server is capable of supporting hundreds of agents. In a fault-tolerant design, a Unified CM cluster is capable of supporting thousands of agents. However, the number of agents and the number of busy hour call attempts (BHCA) supported within a cluster varies and must be sized according to guidelines defined in the chapter on Sizing Cisco Unified Communications Manager Servers, page 11-1. Typically, when designing a Unified CCE solution, you first define the deployment scenario, including arrival point(s) for voice traffic and the location(s) of the contact center agents. After defining the deployment scenario, you can determine the sizing of the individual components within the Unified CCE design for such things as how many Unified CM servers are needed within a Unified CM cluster, how many voice gateways are needed for each site and for the entire enterprise, how many servers and what types of servers are required for the Unified ICM software, how many Unified IP IVR or Unified CVP servers are needed, and so forth.
Cisco Unified Contact Center Enterprise 7.5 SRND OL-16594-07
com/en/US/products/sw/custcosw/ps1844/products_device_support_tables_list. Unified CM silent monitoring and recording and Remote Silent Monitoring (RSM) is not supported for Cisco Unified IP Phone 6900 Series agent phones at this time. queuing. Cisco Unified Contact Center Enterprise 7. These applications can return results and control to the Unified ICM script when complete. fault tolerant. It provides prompting. and it can interact with custom or third-party J2EE-based services. menu. Advanced load balancing across all Unified CVP solution components can be achieved by Cisco Content Services Switch (CSS) and Cisco IOS Gatekeepers or Cisco Unified Presence SIP Proxy Servers. The Unified ICM script can also invoke external VoiceXML applications to be executed by the Unified CVP VoiceXML Server. collecting. and highly scalable. The Unified CVP software is tightly integrated with the Cisco Unified ICM software for application control. it is important to select voice gateways that satisfy not only the number of required PSTN trunks but also the busy hour call completion rate on those trunks.h tml The following design considerations apply to the Cisco Unified IP Phone 6900 Series: • • • • The IP Phone Agent feature is not currently supported.323 or SIP (call control). VoiceXML Server is well suited for sophisticated and high-volume IVR applications. The Unified ICM scripting environment controls the execution of building-block functions such as play media.Chapter 1 Cisco Unified Customer Voice Portal (Unified CVP) Architecture Overview Cisco Voice Gateways When you select voice gateways for a Unified CCE deployment. Outbound campaign capability requires Cisco Unified Contact Center Enterprise 7.5 SRND 1-4 OL-16594-07 . and collect information. With the Unified CVP system. The Unified CVP architecture is distributed.5(6) or later release. It interfaces with Unified ICM using the VRU Peripheral Gateway Interface.cisco. and call control services using standard web-based technologies. For Cisco Catalyst Communications Media Module (CMM) voice gateways being used in pure contact center deployments. Unified CVP can optionally provide automatic speech recognition and text-to-speech capability. Cisco Unified Customer Voice Portal (Unified CVP) Unified CVP is a software application running on industry standard servers such as Cisco Media Convergence Servers (MCS). Unified CVP can also access customer databases and applications via the Cisco Unified ICM software. Busy hour call completion rates per PSTN trunk are typically higher in a contact center than in a normal office environment. play data. Cisco recommends provisioning a maximum of four T1/E1 interfaces to ensure that the call processing capacity of the voice gateway is satisfactory. Agent Phones For a list of supported agent phones. refer to the Cisco Unified Contact Center Enterprise (Unified CCE) Software Compatibility Guide.based scripting and web server environment. an Eclipse and J2EE. Unified CVP can support multiple grammars for prerecorded announcements in several languages. available at http://www. voice is terminated on Cisco IOS gateways that interact with the Unified CVP application server using VoiceXML (speech) and H. Join and Direct Transfer policy for the same line and across lines should be disabled in the Unified CM phone administration page for the agent phones.
he or she is able to push videos to a caller from the agent desktop application. When an agent becomes available. a minimum of two Unified IP IVRs is required.Chapter 1 Architecture Overview Cisco Unified IP Interactive Voice Response (Unified IP IVR) Unified CVP also provides a queuing platform for the Unified CCE solution. For deployments requiring complete fault tolerance.html Cisco Unified IP Interactive Voice Response (Unified IP IVR) The Unified IP IVR provides prompting. The telephony trunks are terminated at the voice gateway. IVR control. and the Unified IP IVR communicates with Unified ICM via the Service Control Interface (SCI) with a VRU Peripheral Gateway or System Peripheral Gateway. and contact center reporting. For more information. You can deploy multiple Unified IP IVR servers with a single Unified CM cluster under control of Unified CCE.cisco. page 10-1.com/en/US/products/sw/custcosw/ps1006/products_implementation_design_gui des_list. CTI Desktop screen pops. It relies on the Microsoft Windows 2003 operating system software and Microsoft SQL Server 2005 database management system. Cisco Unified Contact Center Enterprise 7. refer to the latest version of the Cisco Unified Customer Voice Portal SRND. Unified IP IVR is a software application that runs on Cisco MCS Servers. available at http://www. page 9-1 discusses how to determine the number of IVR ports required.711 or G. The system can play back music or videos while the caller is on hold. The supported servers can be single. This variety of supported servers allows the ICM software to scale and to be sized to meet the needs of the deployment requirements. or quad Pentium CPU servers in single or multi-core variations with varying amounts of RAM. provides details on server sizing. and queuing capability for the Unified CCE solution.5 SRND OL-16594-07 1-5 . The Unified IP IVR then requests Unified CM to transfer the call to the selected agent phone. page 3-1. unless otherwise specified in the chapter on Sizing Unified CCE Components and Servers. The chapter on Sizing Unified CCE Components and Servers. Unified IP IVR does not provide call control like Unified CVP because it is behind Unified CM and under the control of the Unified ICM software via the Service Control Interface (SCI). and the Hardware and System Software Specification Guide. Unified ICM software for Unified Contact Center Enterprise (Unified CCE) runs on Cisco MCS servers or exact equivalents. provides details on Unified CCE fault tolerance. The Unified IP IVR communicates with Unified CM via the Java Telephony Application Programming Interface (JTAPI). Features provided by the Unified ICM software include agent state management. agent selection. Cisco Unified Intelligent Contact Management (Unified ICM) Software The Cisco Unified ICM software provides contact center features in conjunction with Unified CM and the IP Queuing platform. collecting. The chapter on Sizing Call Center Resources. page 10-1. Unified CM provides the call processing and switching to set up a G. the Unified ICM software instructs the Unified IP IVR to transfer the call to the selected agent phone. Unified IP IVR has no physical telephony trunks or interfaces like a traditional IVR.729 Real-Time Transport Protocol (RTP) stream from the voice gateway to the Unified IP IVR. call routing and queue control. dual. The chapter on Design Considerations for High Availability. Telephone and video calls can remain queued on Unified CVP until they are routed to a contact center agent (or external system). and when Unified CCE routes the call to an agent.
2. call queuing treatment (for example. the ICM sends the caller data.Chapter 1 Cisco Unified Intelligent Contact Management (Unified ICM) Software Architecture Overview Basic Unified CCE Call and Message Flow Figure 1-2 shows the flow of a basic Unified CCE call using Unified IP IVR. Unified IP IVR notifies ICM that call has arrived. Figure 1-2 Basic Unified CCE Call Flow Using Unified IP IVR IP IVRs 7 Public network 1 6 10 5 10 M M ICM 9 7 3 5 5 8 9 4 7 V 2 Unified CM cluster 10 8 Agent available 9 Screen pop 11 Call answered IP phones and agent desktops IP IP IP IP voice TDM voice Call control and CTI data 143300 The call flow in Figure 1-2 is as follows: 1. In this scenario. ICM sends call data to selected agent screen and instructs the Unified IP IVR to transfer the call to the agent phone. ICM runs routing script. 6. Call delivered from PSTN to voice gateway. the ICM directs the Unified IP IVR to transfer the call to that agent's phone. 10. JTAPI Route Request sent to ICM. Agent becomes ready (completed previous call or just went ready). 9. such as Automatic Number Identification (ANI). 7. Cisco Unified Contact Center Enterprise 7. and any CTI/call data variables. While the call is connected to the Unified IP IVR. Directory Number (DN). 5. When an agent becomes available. so the call is routed by the ICM to the Unified IP IVR. 3. so Unified IP IVR label returned from routing script. Voice gateway queries Unified CM for a destination. announcements or music) is provided. Unified IP IVR transfers the VoIP voice path to selected agent phone. ICM instructs Unified IP IVR to play queue announcements.5 SRND 1-6 OL-16594-07 . At the same time the call is being transferred. No available agent found. all of the agents are assumed to be not ready when the call arrives. 4. 8. to the agent desktop software. ICM instructs Unified CM to transfer call to Unified IP IVR.
6. dual. Figure 1-3 Basic Unified CCE Call Flow Using Unified CVP Caller CVP 1 PSTN 1 8 V M M ICM 4 3 6 2 8 7 Ingress Gateway Unified CM cluster 5 IP IP IP IP voice TDM voice Call control and CTI data 9 IP phones and agent desktops The call flow in Figure 1-3 is as follows: 1. 8. 3. Figure 1-3 shows the flow of a basic Unified CCE call using Unified CVP. 9. 7.Chapter 1 Architecture Overview Cisco Unified Intelligent Contact Management (Unified ICM) Software 11. Call is delivered from PSTN to ingress voice gateway. Call is answered by the agent. Unified ICM instructs Unified CVP to send the call to the available agent on Unified CM. 2.5 SRND OL-16594-07 143301 1-7 . Unified ICM sends call data to selected agent screen. The amount of software that can run on one server is primarily based upon busy hour call attempts (BHCA) and the size of the server being used (single. Unified ICM Software Modules The Cisco Unified ICM software is a collection of modules that can run on multiple servers. 225 request to Unified CVP for the incoming call. or quad CPU). Unified ICM runs routing scripts and instructs Unified CVP for prompting and announcements. Call is answered by agent. Agent becomes ready (completed previous call or just went ready). requesting instructions. Unified CVP sends route request to Unified ICM. Other factors that impact the hardware sizing Cisco Unified Contact Center Enterprise 7. Voice gateway sends SIP or H. Unified CVP transfers the VoIP voice path to the selected agent phone on Unified CM. 4. 5.
Cisco Unified Contact Center Enterprise 7. WebView can be co-resident with the HDS or deployed in standalone web server mode to achieve higher scalability in terms of reporting users that need access to the application for real-time and historical reporting. This is instantiated by installing a Real-time Distributor with the HDS option to enable this server to maintain a historical reporting database that is synchronized from the Logger to enable the latter to maintain a limited set of records for optimum operation. then it will automatically return to duplex operation. such as the Peripheral Gateways. the number of Unified IP IVR ports. meaning that only one of the Peripheral Gateways is actually active and controlling Unified CM or the IVR. whereas a non-redundant configuration is said to be running in simplex mode. For example. Another important component of the architecture is the Historical Data Server (HDS). the number of skills per agent. During a failure. In the event of a failure. page 10-1. run in hot-standby mode. the number of VRU Script nodes in the ICM routing script.Chapter 1 Cisco Unified Intelligent Contact Management (Unified ICM) Software Architecture Overview are the number of agents. The CTI Server is the process that interfaces to the CTI OS. Refer to the chapter on Sizing Unified CCE Components and Servers. When a module is deployed in a redundant fashion. which means both sides of the duplex servers process every call. the surviving side automatically takes over processing of the application. The Unified CM PIM is the process that interfaces to a Unified CM cluster via the JTAPI protocol. When the active side fails. (Simplex mode is not supported for production environments.) When processes are running in duplex mode. and which statistics agents need at their desktops. In this configuration. Call Router A and Call Router B are redundant instances of the Call Router module (process) running on two different servers. choosing a Logger side (A or B) as its preferred and primary data source. The VRU PIM is the process that interfaces to the Unified IP IVR or Unified CVP via the Service Control Interface (SCI) protocol. Extended Call Context (ECC) usage. they are not load-balanced. the surviving side is said to be running in simplex mode and will continue to function this way until the redundant/duplex side is restored to service. Other components in the ICM. we refer to the two sides as side A and side B. The HDS follows an n+1 scalability architecture with each HDS. The A and B sides are both executing the same set of messages and. The Call Routers run in synchronized execution across the two servers. The core Unified ICM software modules are: • • • • • • • • • • Call Router Logger Agent Peripheral Gateway (PG) Unified CM Peripheral Interface Manager (PIM) IP IVR or CVP VRU PIM CTI Server CTI Object Server (CTI OS) Administrative Workstation (AW) or Real-Time Distributor Historical Data Server (HDS) WebView Reporting Server The Call Router is the module that makes all routing decisions on how to route a call or customer contact. there appears to be only one Call Router. The Logger is the database server that stores contact center configuration and reporting data.5 SRND 1-8 OL-16594-07 . for more details. the surviving Call Router will pick up the call mid-stream and continue processing in real-time and without user intervention. Each ICM software module can be deployed in a redundant fashion. the CTI Object Server to which Agent Desktops connect. therefore. producing the same result. logically. The HDS is a required component for historical reporting by WebView or the Unified Intelligence Suite. This redundant configuration is also referred to as duplex mode.
VRU PIMs could also be part of the Agent PG in the case of the Generic PG or System PG. you need a Unified CM PIM on a separate Peripheral Gateway and physical server. Another internal PG process is the Open Peripheral Controller (OPC). and Peripheral Gateway modules run on the same server. the Unified CM PIM. Cisco Unified Contact Center Enterprise 7. For each Unified IP IVR or CVP Call Server. Logger. this configuration is approved only for lab use and is not supported in customer production environments.Chapter 1 Architecture Overview Cisco Unified Intelligent Contact Management (Unified ICM) Software The Unified ICM software uses the concept of a customer instance to group all of the components under a single Call Router and Logger or Central Controller. the server is referred to as a Progger.5. and multiple VRU PIMs will run on the same server. the CTI Server. the CTI OS. the CTI Server. The instance relationship ensures that all of the components related to the same system are joined under a single logical Unified CCE IP ACD. the system Administrative Workstation (AW) can also be loaded onto the Progger to create a server known as a Sprawler configuration (also known as All-in-One configuration for Unified System CCE). Combined Routers and Loggers are often called the ICM Central Controller. and the CTI OS is referred to as an Agent Peripheral Gateway (APG). Often. Internal to the PG is a process called the PG Agent. Starting from Unified CCE 7. the server is referred to as a Rogger. The server that runs the Unified CM PIM. For each Unified CM cluster in your Unified CCE environment. When the Call Router. For deployments requiring multiple PIMs for the same Unified CM cluster. however. which communicates to the Central Controller. For each Unified CM Peripheral Gateway. In lab environments. All Unified CCE systems are deployed as a single instance (using the same instance number in ICM Setup) across all the Unified ICM components. you need a separate PG and physical server for each PIM. you need one VRU PIM. which enables the other processes to communicate with each other and is also involved in synchronizing PGs in redundant PG deployments. Figure 1-4 shows the communications among the various PG software processes. you need one CTI Server and one CTI OS to communicate with the desktops associated with the phones for that Unified CM cluster.5 SRND OL-16594-07 1-9 . deployments with multiple Unified CM PIMs and with CTI OS do not require a separate PG or separate physical server. This concept is used only to support multiple customer instances in the Unified Contact Center Hosted (Unified CCH) that supports multi-tenant or shared servers that manage multiple customer instances. When the Router and Logger modules run on the same server.
Chapter 1 Unified CCE Components. Terminology. When multiple Unified CM clusters are deployed.5 SRND 1-10 132072 OL-16594-07 . the ICM software makes them all appear to be part of one logical enterprise-wide contact center with one enterprise-wide queue. feature-rich desktop solution for Unified CCE. The desktop application can be deployed in various ways: – Windows application – Browser-based application – Cisco Unified IP Phone Agent. Cisco Unified Contact Center Enterprise 7. and Concepts This section describes the major components and concepts employed in a Unified CCE solution. desktop integrations into third-party applications. where there is no desktop application at all but just an XML application on the IP phone • Cisco Toolkit The CTI Toolkit provides a software toolkit for building custom desktops. or server-to-server integrations to third-party applications. and Concepts Architecture Overview Figure 1-4 Communications Among Peripheral Gateway Software Processes ICM central controller PG server PG 1 Unified CCE Agent desktops IP phones PG Agent IP CTI OS server CTI server CCM PIM OPC JTAPI IP IVR 1 JTAPI SCI Unified CM Cluster M M M IP IP IP IVR 1 PIM JTAPI IP IVR 2 PSTN V IP voice TDM Voice CTI/Call control data IVR 2 PIM SCI In larger. multiple PGs are usually deployed. multi-site (multi-cluster) environments. Terminology. Unified CCE Components. Each PG requires a local Unified CM node. Unified CCE Agent Options Cisco offers the following interfaces for Unified CCE agents (see Figure 1-5): • Cisco Agent Desktop Cisco Agent Desktop provides an out-of-the-box.
transfer. such as an integrated chatting application. may also be included. logout. Salesforce. hold. conference. call recording. retrieve. and wrap up) and call control (including answer. ready. and Peoplesoft.Chapter 1 Architecture Overview Unified CCE Components. release. Figure 1-5 Variety of Agent Interfaces for Unified CCE Cisco Agent Desktop Cisco Agent Desktop (CAD) is an out-of-the-box desktop application that enables the agent to perform agent state control (including login.) Cisco Unified Contact Center Enterprise 7. Microsoft CRM. and workflow automation. Other features. CAD requires use of a Cisco Unified IP phone or Cisco IP Communicator (softphone). not ready. page 1-21. make call). and Concepts • CRM Connectors CRM Connectors provide pre-built integrations into the major CRM applications such as SAP. for more details). Terminology.5 SRND OL-16594-07 188798 1-11 . Other phones can be used as well using the Mobile Agent option (see Cisco Unified Mobile Agent. (See Figure 1-6. Siebel.
intercept calls. if needed. are also available through this interface. The XML application performs agent state control. Terminology. barge in on agents. page 1-21. They can initiate chat sessions with SMEs for consultation on various customer questions or issues and. the browser edition. for more details). Agents using the Cisco Agent Desktop. CAD also provides IP Phone Agent as an agent interface that does not require a desktop application. CAD also comes in a browser-based edition as a thin client application. Cisco toolkit desktops require the agent to use a Cisco Unified IP Phone or Cisco IP Communicator (software phone). call recording. The agent or supervisor also has the capability to extend the call data received using Instant Messaging. and call center statistics. and Concepts Architecture Overview Figure 1-6 Cisco Agent Desktop Through integration with Cisco Unified Presence. It is implemented as an XML application that is rendered on the screen of the IP phone and controlled through the softkeys and buttons on the phone. A Cisco toolkit desktop can provide the same agent state controls and call controls as CAD. can initiate a transfer or a conference to achieve first-caller resolution. Other enhanced features.Chapter 1 Unified CCE Components. Cisco Unified Contact Center Enterprise 7. monitor agents silently. or IP Phone Agent can be managed by a supervisor using the Cisco Supervisor Desktop. Desktop applications built using CTI Toolkit interact with the CTI Object Server (CTI OS). which enables the supervisor to monitor and control agent state. screen pop. or integrate a toolbar into a third-party application. Other phones can be used as well using the Mobile Agent option (see Cisco Unified Mobile Agent. and . while call control is handled through the normal phone softkeys and buttons. Cisco Toolkit Cisco Toolkit is a software development kit that provides the capability to build a customized agent desktop. including silent monitoring. Java. and initiate agent call recording.NET.5 SRND 1-12 OL-16594-07 . The APIs available in CTI toolkit include COM/C++. customize the shipped custom desktop samples. monitor some call center statistics. contact center agents and supervisors using CAD can see subject matter experts (SMEs) who use Cisco Unified Presence Communicator. which allows more flexibility in deployment and operation with the same rich set of capabilities highlighted above.
Blind or Warm Transfers. Un-Hold. feature-rich server and an object-oriented software development toolkit to enable rapid development and deployment of complex CTI applications. which then notifies all subscribing clients.5 SRND OL-16594-07 1-13 . providing the event source and the back-end handling of telephony requests. and initiate agent call recording. Siebel (using CTI OS driver). CTI Server also provides an open published protocol for CTI integration that is sometimes useful for server-to-server integrations. scalable. or of a primary and secondary server. CRM Connectors Cisco offers pre-built. These integrated solutions enable call control from the CRM user interface (Answer. Drop. and Peoplesoft.) The connection to a contact server is established through a CTI Server Driver library. CTI OS combines a powerful. Fault-tolerance is provided through a pair of servers that operate together and back up each other. Hold. The section on CTI Object Server (CTI OS). CTI Object Server (CTI OS) The Computer Telephony Integration Object Server (CTI OS) is Cisco's next-generation customer contact integration platform. The Cisco CTI Server is the third tier. providing the bulk of the event and request processing and enabling the object services of the CTI OS system. page 4-1. see Unified Contact Center Enterprise Desktop. For more information about desktop selection and design considerations. certified CRM Connectors for a number of major CRM packages including SAP. and Conferences). CTI OS Server and CTI OS Client Interface Library (CIL) create a high-performance. barge in on agents. Together with the Cisco CTI Server Interface. (See Figure 1-7. monitor agents silently. Note that supervisors using a supervisor desktop based on CTI Toolkit cannot perform these functions for agents using Cisco Agent Desktop. and calls. provides some more details on the components and interfaces in CTI Toolkit. Supervisory functions enable a supervisor to monitor and control agent state. clients can automatically reconnect to the alternate server. There is no notion of an active and passive server. which determines what objects to update. Those events are sent to the Service Broker. Microsoft Dynamics CRM. Salesforce. fault-tolerant CTI architecture. In the event of the failure of any one server. Terminology.com. The CTI OS Server is the second tier.Chapter 1 Architecture Overview Unified CCE Components. Both servers are always active. This is part of the CTI Toolkit described above. intercept calls. and Concepts Cisco Toolkit also provides the capabilities to develop a custom supervisor desktop. and delivery and manipulation of Call Context Data (CTI screen pop). outbound and consultative calls from the CRM desktop. CTI OS Server connects to CTI Server for its event and request handling. Agents using a third-party CRM user interface connected through a CRM Connector can be supervised using a CTI Toolkit-based supervisor desktop. This is part of the CTI Toolkit as well. monitor some call center statistics. The CTI OS application architecture consists of three tiers: • • • The CIL is the first tier. providing an application-level interface for developers. CTI OS connects customer contact servers such as CTI Server with client applications. Clients may connect to either server. Cisco Unified Contact Center Enterprise 7. page 1-13. These objects generate update events to the Event Notification Engine. This library receives state change events on agents.
refer to the Cisco Unified Contact Center Administration Guide. Requests are brokered by the request service which forwards the request to the correct object. In agent mode.Chapter 1 Unified CCE Components. The Script Editor tool is used to build ICM routing scripts. which then forwards it to the CTI Server. Clients may initiate requests such as answering or dropping a call. add skill groups. Clients may connect in agent or monitor mode. The two primary configuration tools on the AW are the Configuration Manager and the Script Editor. and Concepts Architecture Overview Figure 1-7 Generalized View of Information Flow in CTI OS CTI Server CTI OS CTI Server Driver Lib Service Broker Object Map Service Call Object Agent Object Request Service Event Notification Engine CTI OS Client The type of messages received by the client application depends on the connection mode. the client provides a message filter expression. agent state changes. the client receives events specific to that agent (calls delivered or originated on the agent's instrument. ICM routing scripts specify how to route and queue a contact (that is.cisco. assign agents to skill groups. The Configuration Manager tool is used to configure the ICM database to add agents. For details on the use of these tools.html Cisco Unified Contact Center Enterprise 7. Administrative Workstation The Administrative Workstation (AW) provides a collection of administrative tools for managing the ICM software configuration. Terminology.com/en/US/products/sw/custcosw/ps1844/prod_maintenance_guides_list. add dialed numbers. add call types. available at http://www. assign call types to ICM routing scripts. assign dialed numbers to call types. and the expression selects the types of messages that the client will receive. In monitor mode.5 SRND 1-14 143303 Client Connection OL-16594-07 . the script identifies which agent should handle a particular contact). The request is received by CTI OS through the client connection interface. and skill group statistics). and so forth.
page 8-1. For lab or prototype systems. and redundancy is provided by deploying multiple AWs. at least one distributor and multiple client AWs can be deployed. the AW (with the WebView Server option) can be installed on Cisco Unified Contact Center Enterprise 7. For information on the reporting deployment options. Terminology. refer to the chapters on Sizing Unified CCE Components and Servers. Additional AWs (distributors or clients) are also allowed for redundancy (primary and secondary distributors) or for additional access by the AW clients in a site. At any additional site. Distributor AWs off-load the Central Controller (the real-time call processing engine) from the task of constantly distributing real-time contact center data to the client AWs. The reason for requiring the AW to run on a separate server for production systems is to ensure that complex reporting queries do not interrupt the real-time call processing of the Call Router and Logger processes. however. The Internet Script Editor Server can be installed only on a Distributor AW. The Web Administration Tool Server provides a browser-based configuration tool for Unified System CCE. Some AWs communicate directly with the ICM Central Controller. Each AW is independent of other AWs. client AWs should always be local to their AW distributor. Figure 1-8 Communication Between ICM Central Controller and Distributor AW Central Controller Router Real-Time Data AW Distributor with HDS WebView Logger Config and Historical Data Client AWs communicate with a Distributor AW to view and modify the ICM Central Controller database and to receive real-time reporting data. and it can be installed only on a Distributor AW (called an Administration and WebView Reporting server in Unified System CCE). the ICM Central Controller. and Securing Unified CCE. and they are called Distributor AWs. An AW can be deployed in the same location as.) An ICM deployment must have at least one Distributor AW. and it provides an HTTPS (default protocol) connection for Script Editor clients.5 SRND OL-16594-07 143304 AWDB and HDS 1-15 . or remote from. and Concepts The AW is the only software module that must run on a separate server from all of the other Unified CCE software modules. AWs can be installed with the following software options: • • • • Historical Data Server (HDS) WebView Server Internet Script Editor Server Web Administration Tool Server (Unified System CCE deployments only) The Historical Data Server (HDS) is the database used for longer-term data storage and reporting. WebView Server is the reporting server that can be installed either on an HDS server or on a standalone server. (See Figure 1-8. page 10-1. The WebView Server option provides browser-based reporting.Chapter 1 Architecture Overview Unified CCE Components. This option enables reporting to be done from any computer with a browser.
Each category presents different views of the data generated by call center activity. Additionally. To determine which templates are best suited for your reporting requirements. storing users' favorite reports. and so forth. Transform. greater scalability. and Load (ETL) data from any data source. WebView is a full-featured reporting application server that provides functions such as authentication. Cisco Unified Contact Center Enterprise 7. WebView. querying the databases and presenting the requested data. Both of these components require a separate and dedicated server.cisco. Terminology. The reporting solution consists of the following components: • • WebView — the reporting user interface Reporting Data — contained on a Distributor AW – Administrative Workstation Database (AWDB) — contains real-time and configuration data – Historical Data Server (HDS) — contains the historical data WebView The reporting user interface is a web-based application referred to as WebView. A unique ETL process is created for each data source and is referred to as a Data Connector.html WebView comes with a number of categories of report templates.cisco. better performance. The Archiver is an MSSQL data repository containing a normalized data schema and the infrastructure of tables and processes that will enable customers to Extract.5 SRND 1-16 OL-16594-07 . and advanced features such as the ability to integrate data from other Cisco Unified Communications products or third-party data sources. Refer to the Archiver installation and configuration guide for more information on Data Connectors. The Intelligence Server is a web-based reporting application that provides real-time and historical reports and dashboards as well as several developer tools for extending the platform and customizing the user experience. WebView can be installed on an AW or. then HDS is no longer required because a complete copy of the Logger database is already present on the server.html Cisco Unified Intelligence Suite The Cisco Unified Intelligence Suite is an advanced reporting option that can be substituted for.Chapter 1 Unified CCE Components. The WebView architecture is described in the WebView Installation and Administration Guide. and Concepts Architecture Overview the same server as the Call Router and Logger. refer to the WebView Template Reference Guide.com/en/US/products/sw/custcosw/ps4145/products_user_guide_list. available at http://www. to increase scalability. available at http://www. refer to the ICM product documentation available online at Cisco. If the AW is installed on the same server as the Logger. it can be installed on a standalone server. launching scheduled reports. For more details on the design and configuration of the AWs. Unified CCE Reporting The Unified CCE Reporting solution provides an interface to access data describing the historical and real-time states of the system.com.0 features. This platform is a web-based application offering many Web 2. The Cisco Unified Intelligence Suite consists of two components: Intelligence Server and the Archiver. WebView performs the basic operations of gathering user input. or used in conjunction with.com/en/US/products/sw/custcosw/ps4145/prod_installation_guides_list.
available at http://www. and other common contact center administrative functions for an IP contact center Unified Configuration. agents.html Administrative Workstation Database (AWDB) The AWDB stores real-time and configuration data. Historical reports are typically available in two forms: reports generated on the half hour and reports generated daily. tenant provisioning of both the applicable IP contact center elements and the Unified Communications Manager components through a single task-based web interface Partitioned System supporting multiple business units with complete autonomy Hierarchical Administration supporting multiple business-level users.cisco. For a detailed description of the reporting data flow and the concepts introduced here. via dial-up access) or when Web browsing is otherwise impractical. Access to utilities in the Support Tools suite is through a browser-based interface – the Support Tools Dashboard – installed on the Support Tools Server. Cisco Unified Contact Center Enterprise 7.Through Support Tools. Unified Contact Center Management Portal The Unified Contact Center Management Portal provides a simple to use web-based user interface to streamline the day-to-day provisioning and configuration operations performed by a contact center manager. Half-hour reports should be used to report on periods of time less than one day in length. refer to the WebView Installation and Administration Guide. Real-time reports combine these two types of data to present a near-current transient snapshot of the system. Historical reports query the AWDB to gather configuration data and join that data with data found in the HDS. skill groups. or administrator. you can troubleshoot configuration and performance problems on these systems from any machine running a supported version of Windows and Internet Explorer on your network that can access the Support Tools Server. In low bandwidth conditions (for example. Real-time reports refresh on a regular interval so that the most current data is always displayed. that is. and Concepts Reporting Data The data sources for WebView reports reside on a Distributor AW. many Support Tools utilities can also be accessed and run via the command line interface. where each user is defined with specific roles and responsibilities Audit Trail Reports that detail configuration changes and usage by all users of the management portal • • • • Support Tools Cisco Support Tools is an application that contains a suite of utilities that allow you to manage and troubleshoot servers that run a broad range of Cisco Unified product software components. teams. Terminology. The Management Portal provides the following key benefits: • Simple to use web user interface for performing basic tasks such as move/add/modify phones. Historical Data Server (HDS) The HDS stores historical data. team lead.com/en/US/products/sw/custcosw/ps4145/prod_installation_guides_list.5 SRND OL-16594-07 1-17 .Chapter 1 Architecture Overview Unified CCE Components. Levels of security control both access to the Dashboard and the ability to use specific tools once logged in.
• Device and call control Device control messages provide a way for Unified CM to receive instructions from Unified CCE on how to control a device (phone) or a call. Every node within a cluster can execute an instance of the CTI Manager process. The CTI Manager process communicates CTI messages to/from other nodes within the cluster. This login process by the application (Unified CM PIM or Unified IP IVR) establishes the JTAPI communications between the Unified CM cluster and the application. but the Unified CM PIM on the PG communicates with only one CTI Manager (and thus one node) in the Unified CM cluster. When the Unified CM PIM is redundant.5 SRND 1-18 OL-16594-07 . The Unified IP IVR does not have a redundant side. In a Unified CCE deployment with one Unified CM cluster and two Unified IP IVRs. but the Unified IP IVR does have the ability to fail over to another CTI Manager (node) within the cluster if its primary CTI Manager is out of service. which is the layer of software that communicates via JTAPI to applications such as the ICM and Unified IP IVR. Side A of the Unified CM PIM communicates with the CTI Manager on one Unified CM node. three JTAPI user IDs are required: one JTAPI user ID for the ICM application and two JTAPI user IDs for the two Unified IP IVRs. When a new call arrives at this voice gateway and needs to be routed by the ICM.Chapter 1 Unified CCE Components. each communication uses a different user ID. and Concepts Architecture Overview JTAPI Communications In order for JTAPI communications to occur between Unified CM and external applications such as the Unified CCE and Unified IP IVR. node 1 sends an intra-cluster message to node 2. • Device and call monitoring Device monitoring messages provide a way for Unified CM to notify Unified CCE about state changes of a device (phone) or a call. Terminology. and node 2 executes the CTI Manager process that communicates to the ICM. For more information on failover. For example. Each Unified IP IVR also communicates with only one CTI Manager (or node) within the cluster. At that point. which will send a route request to the ICM to determine how the call should be routed. A separate JTAPI user ID is also required for each Unified IP IVR server. page 3-1. refer to the chapter on Design Considerations for High Availability. A typical Unified CCE call includes all three types of JTAPI communication within a few seconds. a JTAPI user ID and password must be configured within Unified CM. and side B of the Unified CM PIM communicates with the CTI Manager on another Unified CM node. Unified CM attempts delivery of the call to the agent phone by instructing the phone to begin ringing. The user ID is how the CTI Manager keeps track of the different applications. A single JTAPI user ID is used for all communications between the entire Unified CM cluster and the ICM. However. For example. The JTAPI communications between the Unified CM and Unified CCE include three distinct types of messaging: • Routing control Routing control messages provide a way for Unified CM to request routing instructions from Unified CCE. The Unified CM PIM and the two Unified IP IVRs from the previous example could each communicate with different CTI Managers (nodes) or they could all communicate with the same CTI Manager (node). the JTAPI user ID and password are used to log in to Unified CM. Unified CM requests routing instructions from the ICM. when Unified CM receives the routing response from the ICM. only one side is active and in communication with the Unified CM cluster. When a new call arrives. Unified CM notifies the ICM that Cisco Unified Contact Center Enterprise 7. The Unified CM software includes a module called the CTI Manager. Upon startup of the Unified CM PIM or upon startup of the Unified IP IVR. suppose a deployment has a voice gateway homed to node 1 in a cluster.
The Unified IP IVR does not have real physical ports like a traditional IVR. Unified CM asks the Unified IP IVR (via JTAPI routing control) which CTI Port (device) should handle the call. which then notifies the Unified IP IVR via JTAPI. a Unified IP IVR workflow is started within the Unified IP IVR. this routing practice also allows the ICM to load-balance calls across the multiple Unified IP IVRs. the Unified CM PIM requests Unified CM to allow the PIM to begin monitoring and controlling that phone. Unified CM does not allow the ICM to monitor or control that phone. A CTI Route Point is associated with a specific JTAPI user ID. the IP phones are associated with the ICM JTAPI user ID. Unified CM requires the configuration of a CTI Route Point. it again instructs Unified CM on what to do with that call. Unlike the ICM. and Concepts the device (phone) has started ringing. there needs to be a CTI Port device defined in Unified CM. Directory (Dialed) Numbers (DNs) are then associated with the CTI Route Point. In order for the phones to be monitored and controlled. The devices that the ICM monitors and controls are the physical phones.245 or MGCP. If the device has not been associated with the ICM JTAPI user ID. While Unified CM can be configured to route calls to Unified IP IVRs on its own. which then notifies the Unified IP IVR via JTAPI. when a call needs to be made to a DN that is associated with a CTI Route Point that is associated with a Unified IP IVR JTAPI user. and that notification enables the agent’s answer button on the desktop application. When the Unified IP IVR workflow wants the call transferred or released. Half of the CTI ports (150) would be associated with JTAPI user Unified IP IVR #1. Doing so will ensure proper Unified CCE reporting. Assuming the Unified IP IVR has an available CTI Port. A DN is associated to a CTI Route Point that is associated with the ICM JTAPI user ID. and the other 150 CTI ports would be associated with JTAPI user Unified IP IVR #2. When DTMF tones are detected by the voice gateway. then the agent login request will fail. the voice gateway detects the caller release and notifies Unified CM via H. Cisco Unified Contact Center Enterprise 7. and this enables Unified CM to generate a route request to the ICM when a new call to that DN arrives. you would have 300 CTI ports. When an agent logs in from the desktop. In order for the routing control communication to occur. a JTAPI message is sent to Unified CM to answer the call on behalf of that CTI Port (device). Terminology. the ICM instructs Unified CM to make the device (phone) go off-hook and answer the call. Unified CM does not select the Unified IP IVR port to which it will send the call. When the Unified IP IVR workflow executes the accept step. routing of calls to the Unified IP IVRs in a Unified CCE environment should be done by the ICM (even if you have only one Unified IP IVR and all calls require an initial IVR treatment). When a caller releases the call while interacting with the Unified IP IVR.Chapter 1 Architecture Overview Unified CCE Components. the Unified IP IVR will respond to the Unified CM routing control request with the Unified CM device identifier of the CTI Port that is going to handle that call.323 or Media Gateway Control Protocol (MGCP). the Unified IP IVR provides both the application itself and the devices to be monitored and controlled. When the agent clicks the answer button. If you have two 150-port Unified IP IVRs. These scenarios are examples of device and call control performed by the Unified IP IVR. In order for the CTI Port device control and monitoring to occur.5 SRND OL-16594-07 1-19 . For deployments with multiple Unified IP IVRs. Instead. the CTI Port devices on Unified CM must be associated with the appropriate Unified IP IVR JTAPI user ID. they also must be associated in Unified CM with a JTAPI user ID. and this association enables Unified CM to know which application provides routing control for that CTI Route Point. When an available CTI Port is allocated to the call. In a Unified CCE environment. These scenarios are examples of device and call monitoring performed by the Unified IP IVR. Because the Unified IP IVR also communicates with Unified CM using the same JTAPI protocol. Its ports are logical ports (independent software tasks or threads running on the Unified IP IVR application server) called CTI Ports. these same three types of communication also occur with the Unified IP IVR. For each CTI Port on the Unified IP IVR. Until the login has occurred. Unlike a traditional PBX or telephony switch. it notifies Unified CM via H.
ICM has three integration points that are used for its multimedia subsystems: • Media Routing (MR) interface — The MR interface is through the MR Peripheral Gateway (PG). and queued to agents. refer to the Unified CCE Software Compatibility Guide. and to monitor the status of agents in the ICM. For more details. Terminology. The ConAPI is used to create skill groups. Starting from Cisco Unified CCE 7. This API is internal to the Cisco Unified CCE solution and cannot be used for third-party customizations.2. Cisco E-Mail Manager and Cisco Collaboration Server use this interface to tell the ICM that they have a new task that needs to be serviced. with Cisco E-Mail Manager providing storage of the conversation and tracking of multi-leg responses. It also has the ability to do some email routing itself. the agents are able to respond to them.cisco. Cisco E-Mail Manager has the ability to escalate overdue emails to be synchronously routed through the ICM router so that they get attention right away. configure agents.). (See Figure 1-9. Agent Reporting and Management (ARM) interface — The ARM interface is through the CTI server on the PG to which a given agent is assigned. With CeM and CCS. Cisco E-Mail Manager and Cisco Collaboration Server use the ARM interface to tell the ICM when the agent is working on a task in their subsystem. It does this through interactions with Cisco E-Mail Manager (CeM) and Cisco Collaboration Server (CCS). available on http://www. should be deployed with new installations in order to provide multichannel capabilities. Cisco E-Mail Manager enables incoming email to be processed with a rules engine. Cisco Unified Contact Center Enterprise 7.com. Configuration Application Programming Interface (ConAPI) — The ConAPI is through the Administrative Workstations (AWs). which includes E-mail Interaction Manager (EIM) and Web Interaction Manager (WIM).Chapter 1 Unified CCE Components.5 SRND 1-20 OL-16594-07 . and Concepts Architecture Overview Multichannel Subsystems The ICM has the capability to provide a multichannel contact center that includes email and web collaboration. When emails are assigned to agents. Cisco Interaction Manager (CIM). Multichannel Subsystem • • Figure 1-9 Central Controller MR PG MR Agent PG ARM Administrative Workstation ConAPI CeM Media Blender Firewall CCS 143305 Cisco E-Mail Manager Cisco E-Mail Manager provides inbound and outbound email services for agents. and they would like an agent to be assigned. categorized into folders for processing. Cisco E-Mail Manager and Cisco Collaboration Server use this interface to ensure that their configuration and the ICM's configuration are in sync. and create ICM services for routing.
through its multi-session chat desktop. Cisco Collaboration Server also provides an API for developing custom media. white boarding. Unified System CCE Cisco Unified System Contact Center Enterprise (Unified System CCE) is a deployment model that simplifies installation and configuration by using three predefined configurations for Unified CCE that eliminate unnecessary Unified ICM and non-Unified CCE deployment options. for agents to work with more than one caller at a time. page 6-1. and Concepts Cisco Collaboration Server The Cisco Collaboration Server provides web-based collaboration and chat capabilities to agents. Unified System CCE Cisco Unified Contact Center Enterprise 7. Cisco Unified Web and E-Mail Interaction Manager Solution Reference Network Design (SRND) Guide For Unified Contact Center Enterprise. Cisco Interaction Manager Cisco Interaction Manager provides an integrated suite of interaction channels that include Cisco Unified E-mail Interaction Manager (Unified EIM) and Cisco Unified Web Interaction Manager (Unified WIM). application sharing. When doing blended voice and collaboration with TDM-based agents. The Cisco Unified Outbound Option enables the multi-functional contact center to take advantage of Cisco Unified CCE enterprise management. Terminology. and ICM. Cisco Collaboration Server connects to the ICM through its Media Blender component. Cisco Unified Mobile Agent Cisco Unified CCE provides the capability for an agent to use any PSTN phone and a quality high-speed data connection between the agent desktop and the CTI OS server. available at http://www. Media Blender talks directly to the TDM switch to queue phantom calls to agents. advanced web page sharing (using the Dynamic Content Adapter). There is a design guide specifically for the Cisco Interaction Manager platform. When doing blended voice and collaboration sessions with IP-based agents. These components allow the callers and agents to collaborate using a variety of media. For design guidance and considerations for implementing Cisco Unified Mobile Agent. Contact center managers in need of outbound campaign solutions can take advantage of the enterprise view that Cisco Unified CCE maintains over agent resources. These capabilities can be used independently or as a supplement to voice calls. Cisco Collaboration Server provides desktop user interfaces for both callers and agents.Chapter 1 Architecture Overview Unified CCE Components.com/en/US/products/ps7236/products_implementation_design_guides_list.html Cisco Unified Outbound Option Agents can handle both inbound and outbound contacts. This component is required because Cisco Collaboration Server itself must sit outside the corporate firewall to allow for incoming connections from customers.cisco.5 SRND OL-16594-07 1-21 . Cisco Collaboration Server can use its own internal routing engine or it can use the ICM's routing engine to assign incoming calls to agents. see the chapter on Cisco Unified Mobile Agent. Cisco Collaboration Server provides the ability. web page sharing. Media Blender talks to the Media Routing PG to route calls. including chat. Hosted. which helps in optimizing contact center resources.
Unified System CCE supports new installations and upgrades from previous System CCE releases. and the connection is made between the child Unified CCE System PG and the parent Gateway PG. Agent/IVR Controller — Agent Peripheral Gateway (Unified CCE System PG). – Multichannel Controller — Media Routing Peripheral Gateway for Cisco Interaction Manager (CIM). It continues to provide fault tolerance through the duplex operation on the Central Controller and Agent/IVR Controller. Translation Routes. Optionally. and it provides web-based administration. Historical Data Server (HDS). Labels.Chapter 1 Unified CCE Components. and CTI Object Server. Unified CM — Unified System CCE connects to single a Unified CM cluster. Sub Skill Groups.5(1)). and Internet Script Editor Server (Requires Microsoft Internet Information Service (IIS) and SQL Server pre-installed). Unified IP IVR or Unified CVP — Queue and prompting platform for Unified System CCE. Agent IDs can be configured in Unified System CCE 7. Administration and WebView Reporting — Distributor Administrative Workstation (AW). Unified System CCE consists of the following internal components.2(2) and later releases. Terminology.5 SRND 1-22 OL-16594-07 . If desired. and Agent IDs. illustrated in Figure 1-10 and Figure 1-11: • • Central Controller — Includes Call Router and Logger (SQL Server must be pre-installed). beginning with Unified System CCE 7. WebView. Device Targets. Optional Components: – Outbound Controller — Dialer and Media Routing Peripheral Gateway for Outbound Option • • • • (Outbound Controller can be co-located on the Agent/IVR Controller in Unified System CCE 7. – Unified CCE gateway to Unified ICM – Cisco Agent Desktop Services (co-located with the Agent Peripheral Gateway) – Unified Contact Center Management Portal (Unified CCMP) — Co-located with the Administration and WebView Reporting machine or installed separately on a standalone server Cisco Unified Contact Center Enterprise 7. and Concepts Architecture Overview utilizes a single installer to simplify installation and configuration. CTI Server. Unified System CCE can connect to a parent Unified ICM. Configuration of Unified System CCE is further simplified by removing Services. VRU Peripheral Gateway for Unified CVP.5(1).
Terminology. and Concepts Figure 1-10 Unified System CCE with IP IVR Optional CCMP Admin Browser Admin and Reporting Optional Outbound Controller WebView Browser Central Controller Multichannel Controller Agent Desktop Agent/IVR Controller CAD Services 143306 Unified CM Cluster IPIVR Figure 1-11 Unified System CCE with Unified CVP Optional CCMP Admin Browser Admin and Reporting Optional WebView Browser Outbound Controller CVP Controller Central Controller Multichannel Controller CVP CAD Services Admin Desktop Agent/IVR Controller Cisco Unified Contact Center Enterprise 7.5 SRND OL-16594-07 1-23 188792 Unified CM Cluster .Chapter 1 Architecture Overview Unified CCE Components.
This feature allows the agent to log in to any agent phone. At agent login. Only certain PSTNs have NICs supported by the Unified ICM. Unified ICM Routing Clients A Unified ICM routing client is anything that can generate a route request to the Unified ICM Central Controller. Only one extension on the phone can be configured as a Unified ICM device target. In a Unified CCE deployment with one Unified CM cluster (with any number of nodes) and two Unified IP IVRs. and only the Unified ICM software should route calls to this Unified CCE phone extension. The Unified ICM supports a software module called a Network Interface Controller (NIC). the agent ID and phone extension are associated.cisco. the Unified CCE extension also should not be published or dialed by anyone directly. the Cisco Collaboration Server. or E-mail Interaction Manager can also function as routing clients to allow the Unified ICM to become a multi-channel contact routing engine. the Cisco E-Mail Manager. no monitoring or control of those additional extensions is possible. The public switched telephone network (PSTN) can also function as a routing client.com. Intelligently routing a call before the call is delivered to any customer premise equipment is referred to as pre-routing. 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. page 2-1. Routing clients generate route requests to the Unified ICM Central Controller. For a detailed list of PSTN NICs and details on Unified ICM pre-routing.com/en/US/products/sw/custcosw/ps1001/prod_installation_guides_list. therefore it is not necessary to configure call forwarding on ring-no-answer in the Unified CM configuration for the phones.5 SRND 1-24 OL-16594-07 .html Other applications such as the Cisco Media Blender. Additional extensions may be configured on the phone. Web Interaction Manager. each phone must be mapped to the Unified ICM JTAPI user ID in order for the agent login to be successful. The Unified ICM provides call treatment for Reroute On No Answer (RONA). Details of currently available multi-channel routing are available on Cisco. the number to be dialed by the routing client). and only one side of a PIM is active at any point in time. which enables the Unified ICM to control how the PSTN routes a call.Chapter 1 Unified ICM Routing Clients Architecture Overview For more information on Unified System CCE. Cisco Unified Contact Center Enterprise 7. Unless call center policy permits warm (agent-to-agent) transfers. see the chapter on Deployment Models. At agent login. The Unified CM PIM (representing the entire Unified CM cluster) and each Unified IP IVR/Unified CVP PIM are routing clients. but those extensions will not be known to the Unified ICM software and. refer to the Pre-installation Planning Guide for Cisco ICM Enterprise & Hosted Editions. The Unified ICM Central Controller then executes a routing script and returns a routing label to the routing client. three routing clients are required: the Unified CM PIM and the two Unified IP IVR/Unified CVP PIMs. Device Targets Each IP phone must be configured in the Unified ICM Central Controller database as a device target. Labels Labels are the response to a route request from a routing client. and this association is released when the agent logs out. The label is a pointer to the destination where the call is to be routed (basically. A redundant PIM is viewed as a single logical routing client. available at http://www. thus. 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.
In order to reach a phone user at Site 2 from Site 1. users might have to dial a seven-digit number. you also configure the password for the agent to use at login. To reach a phone user at either site from a PSTN phone. Changes made to an agent’s desk setting profile while the agent is logged in are not activated until the agent logs out and logs in again. how long to wait before rerouting a call for Ring No Answer. depending upon where the call is originating and terminating.digit number. For example. available on Cisco. Skill Groups Skill groups are configured within the Unified ICM so that agents with similar skills can be grouped together. Creating and using Enterprise Skill Groups can simplify routing and reporting in some scenarios. Each agent must be associated with an agent desk setting profile in the Unified ICM configuration. a device target in a Unified CCE deployment with a two-node Unified CM cluster and two Unified IP IVRs will require three labels. Skill groups from multiple PIMs can be grouped into Enterprise Skill Groups. what DN to use in the rerouting. the way a call is routed to a destination depends upon where the call originated and where it is being terminated. one Unified CM cluster). If calls are to be routed to device targets only at the same site as the routing client. each with two Unified IP IVRs and 100 device targets per site. From this example.com. and then doubled for Site 2).5 SRND OL-16594-07 1-25 . you would need 300 labels. A bulk configuration tool is also available to simplify the configuration of the labels. If you have 100 device targets (phones). A single agent desk setting profile can be shared by many agents. we can see how a different label would be needed. Agents can be associated with one or more skill groups. Agents Agents are configured within the Unified ICM and are associated with one specific Unified CM PIM (that is. Agent Desk Settings Agent Desk Settings provide a profile that specifies parameters such as whether auto-answer is enabled. If there are two regionally separated Unified CM clusters. users might have to dial a 10. These passwords are local only to the Unified CCE application and do not interact with the Active Directory or any other encryption or authentication system. For example. then we would need 1200 labels for the six routing clients and 200 device targets (assuming we wanted to be able to route a call from any routing client to any device target).Chapter 1 Architecture Overview Unified ICM Routing Clients Often. This is why Unified CCE uses labels. then we would need only 600 labels (three routing clients to 100 device targets. Each combination of device target and routing client must have a label. Within the Unified ICM configuration. A phone user at Site 1 will typically just dial a four-digit extension to reach another phone user at Site 1. Site 1 and Site 2. Labels are also used to route calls to Unified IP IVR CTI Ports. Cisco Unified Contact Center Enterprise 7. suppose we have an environment with two regionally separated Unified CM clusters. Details on configuring labels are provided in the Unified CCE Installation Guide. and whether reason codes are needed for logging out and going not-ready. Skill groups are associated with a specific Unified CM PIM.
In this routing script. agent desk setting profile. Agent 111 is currently logged in from device target 1234 (Unified CM phone extension 1234 in this scenario).Chapter 1 Unified CCE Routing Architecture Overview Directory (Dialed) Numbers and Routing Scripts In order for Unified CM to generate a route request to the Unified ICM. phone extension (device target). The Unified ICM router then determines the label to be returned.5 SRND 1-26 OL-16594-07 . the agent is presented with a dialog box that prompts for agent ID or login name. The appropriate label is then returned to the routing client (Unified CM cluster) so that the call can be routed properly to that phone (device target). Unified CM must associate the DN with a CTI Route Point that is associated with the Unified ICM JTAPI User. Cisco Unified Contact Center Enterprise 7. which is then mapped to a Unified ICM routing script. and desktop IP address are all dynamically associated. The association is released upon agent logout. the Unified ICM router first uses a Select node to look for the Longest Available Agent (LAA) in the BoatSales skill group on the CCM_PG_1 peripheral gateway (or cluster). The DN must also be configured in the Unified ICM. Unified CCE Routing The example routing script in Figure 1-12 illustrates how Unified CCE routes calls. Once the Unified ICM receives the route request with the DN. Agent Login and State Control Agents log in to Unified CCE from their Unified CCE agent desktop application. It is at login time that the agent ID. Upon receipt of the route request. the Unified CM PIM (or cluster) is the routing client. that DN is mapped to a Unified ICM Call type. based upon the device target and routing client combination. In this routing script. skills. When logging in. The Unified ICM router determines that agent 111 is the LAA. password. the Unified ICM maps the DN to a call type and then maps the call type to this routing script. and the Unified CCE phone extension to be used for this login session.
While the call was being transferred. CED) Unified CM cluster Agent ID 111 Dev Target 1234 Dev Target 1234 1234 1234 Rtg Client CM Cluster IPIVR 1 IPIVR 2 Label 1234 1234 1234 Route response returned to Unified CM Cluster 76581 Translation Routing and Queuing If no agents are available. The Unified ICM then re-enters the routing script that was previously being run for this call. that DN is mapped to a CTI Route Point that is associated with the JTAPI user for the Unified IP IVR to which the call is being transferred. the routing client has changed from the Unified CM cluster to IPIVR1. The translation route label will equal a DN configured in Unified CM. The Unified ICM identifies the DN as being the same as the translation route label and is then able to re-associate this call with the call that was previously being routed.) At this point. When the call is successfully transferred to the Unified IP IVR. the routing script was temporarily paused.5 SRND OL-16594-07 1-27 . Eventually agent 111 Cisco Unified Contact Center Enterprise 7. In Unified CM. Next the routing script queues the call to the BoatSales skill group and then instructs the Unified IP IVR to run a specific queue treatment via the Run VRU Script node. After the transfer to the Unified IP IVR is successfully completed. the Unified IP IVR becomes the routing client for this routing script. the Unified IP IVR translation routing application first sends a request instruction message to the Unified ICM via the SCI between the Unified IP IVR and the Unified ICM. Unified CM and Unified IP IVR will execute the JTAPI routing control messaging to select an available CTI Port. (See Figure 1-13. then the router exits the Select node and transfers the call to a Unified IP IVR to begin queuing treatment. ANI. The transfer is completed using the Translation Route to VRU node. The re-entry point is the successful exit path of the Translation Route to VRU node.Chapter 1 Architecture Overview Unified CCE Routing Figure 1-12 Routing Script Example Route request (DN. the Unified CM cluster. The Translation Route to VRU node returns a unique translation route label to the original routing client.
if a deployment has one Unified CM cluster and four Unified IP IVRs. If a high number of calls are executing Busy nodes. then the script should execute a Busy node. For deployments with multiple Unified IP IVRs. Note that the routing client is now the Unified IP IVR. the Unified ICM routing script should select the Unified IP IVR with the greatest number of idle Unified IP IVR ports and then translation-route the call to that specific Unified IP IVR. Reroute On No Answer (RONA) When a call is routed to an agent but the agent fails to answer the call within a configurable amount of time. Again. the label to be returned to the routing client is identified based upon the combination of device target and routing client. a translation route and a set of labels is required.Chapter 1 Unified CCE Routing Architecture Overview becomes available. The label returned (1234) when agent 111 becomes available causes the Unified IP IVR to transfer the call to agent 111 (at extension 1234). If no agent is available.5 SRND 1-28 OL-16594-07 . If no Unified IP IVR ports are available. the call can be sent back to the Unified IP IVR for queuing treatment again. Figure 1-13 Translation Routing and Queuing Original route request Original routing client Unified CM Cluster New routing client IPIVR 1 Agent ID 111 Dev Target 1234 Dev Target 1234 1234 1234 Rtg Client CM Cluster IPIVR 1 IPIVR 2 Label 1234 1234 1234 Route response returned to IPIVR 1 76582 For each combination of Unified CM cluster and Unified IP IVR. all call data is preserved. then four translation routes and sets of labels are required. then it is important to resize your Unified IP IVR port capacity. and as in the previous example. the Unified CM PIM for the agent who did not answer will change that agent’s state to not ready (so that the agent does not get more calls) and launch a route request to find another agent. Any call data is preserved and popped onto the next agent's desktop. For example. The routing script Cisco Unified Contact Center Enterprise 7.
When call waiting is configured on the agent phone. Combining IP Telephony and Unified CCE in the Same Unified CM Cluster It is possible for a Unified CM cluster to support Cisco Unified IP phones with both normal IP Telephony (office) extensions and Unified CCE (call center) extensions. If the agent picks up the phone to place a call. To answer an ACD call. It is important to consider the environment where Unified CCE is being deployed to determine whether a separate Unified CM cluster is advantageous. it is important to realize that sometimes the most recent Unified CM software release will not immediately be supported in Unified CCE deployments until testing is completed later. they will be put into not ready mode and the Unified CCE will not route a call to them. In some cases the agents are knowledge workers. Additionally. For example. The call center manager would not want to track all of their phone activity that is not ACD related.000 agents because of the higher call volume and messaging that Unified CM is required to maintain to support those agents. the order of the lines might best be reversed. In this case. When running dual-use Unified CM clusters with both IP Telephony and Unified CCE extensions. the agent extension is not used as the agent's DID or personal line. In the agent desk settings. The position of the line on the phone determines which line will be answered or used if the agent just picks up the handset. They should also be aware that they will have to manage their agent state and go into not-ready mode manually when they want to place a call on their normal extension. It is also important to note that many contact center environments have very stringent maintenance windows. A separate line can be assigned to the agent’s phone for that purpose and configured with voicemail and other calling features. you can set the RONA timer and the DN used to specify a unique call type and routing script for RONA treatment. the agent's state will change based upon this line. In a typical call center. an administrator-only cluster might be able to support 20. Additionally.000 phones.5 SRND OL-16594-07 1-29 . so their device weight (or the amount of processing power required per agent) is higher than a typical business phone user. Because of these software and environmental limitations. the ACD line would be the first line on the phone to make it easier for the agent to answer inbound ACD calls and also to ensure that any calls the agent makes using the phone are tracked by the system as external calls for that agent. This arrangement will allow the users to pick up the phone and answer the first line as well as use this line for all calls they place by default. they will have to select that line on the phone or use the agent desktop to answer that line appearance directly. agent-to-agent calls could interrupt a customer call.Chapter 1 Architecture Overview Combining IP Telephony and Unified CCE in the Same Unified CM Cluster for this RONA treatment should set the call priority to “high” so that the next available agent is selected for this caller. or they do not take as many ACD calls as they do normal extension calls. it might sometimes be advantageous to separate the Unified CM clusters for IP Telephony extensions from the Unified CM clusters for Unified CCE extensions. so that Unified CCE will not attempt to route a call to them while they are on the other line. It is possible to have a deployment where the agent extension is the same as the agent's DID or personal line. Typically. placing the ACD line on the last (or bottom) line appearance on the phone and placing the DID or normal extension on the first line on the phone. Unified CCE agents process far more calls than typical administrator phone users on a Unified CM cluster. which typically will not have voicemail or any call forwarding defined so that Unified CCE can manage and control all calls sent to the agent on this line. To prevent this from happening. agent-to-agent routing can be used and the agent-to-agent routing Cisco Unified Contact Center Enterprise 7. and it might be inconvenient for those users to always get the ACD line first when they want to pick up a DID call instead. Combining IP Telephony and Unified CCE Extensions on the Same IP Phone Unified CCE supports only one agent ACD line on the IP phone. but a Unified CCE cluster might support only 2.
To ensure adherence of the regulations in such countries. page 2-1. contact center managers can choose to have a dedicated line or phone for customer calls and allocate a different line or phone for other calls. waiting for handling by an initial or subsequent agent When planning your Unified CCE deployment. Call queuing in a Unified CCE deployment requires use of an IVR platform that supports the SCI interface to the Unified ICM. Cisco also offers another IVR platform. A common telephony system in a contact center environment can provide access to both the PSTN and VoIP networks. the Unified ICM waits for an available agent with a particular skill (as defined within the routing script for that call). The control over the type of queuing treatment for a call is provided by the Unified ICM via the SCI interface. While the IVR is playing the queuing treatment (announcements) to the caller. provides considerations for deployments with Unified CVP. and the chapter on Deployment Models. Queuing in a Unified CCE Environment Call queuing can occur in three distinct scenarios in a contact center: • • • New call waiting for handling by initial agent Transferred call waiting for handling by a second (or subsequent) agent Rerouted call due to ring-no-answer. and a second one to access the local PSTN. When an agent with the appropriate skill becomes available. In a Unified CCE environment. agents typically used to have only one line with access to customer calls only. one for each agent. This is a good option if there is a need to see all agent activity and to avoid all interruptions for the agent. Cisco Unified Contact Center Enterprise 7. thus allowing agents in a Unified CCE system to use the same phone for receiving customer calls and for making or receiving VoIP calls to and from other people within the organization. Unified CVP. also provides considerations for deployments with traditional IVRs. Although this eliminates the need for agents to have a second phone. The Logical Partitioning feature can be enabled and configured in Unified CM to prevent toll-bypass calls. therefore configurations are required to provide controlled access and to avoid toll bypass. that can be used as a queuing point for Unified CCE deployments. a softphone) to access a VoIP line for contacting fellow teammates or experts located outside the contact center. The Run VRU Script node in a Unified ICM routing script is the component that causes the Unified ICM to instruct the IVR to play a particular queuing treatment. Agent Phones in Countries with Toll-Bypass Regulations Some countries such as India have telecommunications regulations that require the voice infrastructure to be partitioned logically into two systems: one for Closed User Group (CUG) or Voice over IP (VoIP) to enable communications across the boundaries within the organization. For ease of configuration and to reduce the number of CTI route points.5 SRND 1-30 OL-16594-07 . the Unified ICM reserves that agent and then instructs the IVR to transfer the voice path to that agent's phone. the Unified CM wildcard feature can be used. and they were required to have a different phone (for example. Traditional IVRs can also be used in Unified CCE deployments.Chapter 1 Queuing in a Unified CCE Environment Architecture Overview script can be set up to queue or reject the call if the agent is busy. The configuration involves using CTI Route Points in Unified CM instead of the agent DID in order to send the calls to Unified CCE for agent-to-agent routing. The Unified IP IVR is one such platform. The chapter on Deployment Models. although the ICM will require distinct routing DNs. it is important to consider how queuing and requeuing are going to be handled. an IVR is used to provide voice announcements and queuing treatment while waiting for an agent. page 2-1. The Logical Partitioning feature in Cisco Unified CM provides the same capability through a telephony system to control calls and features on the basis of specific allowed or forbidden configurations.
the conferencing agent clicks on the conference button on the Unified CCE Agent Desktop. the conferencing agent. the transferring agent.5 SRND OL-16594-07 1-31 . Note Cisco recommends that all call control (answer. An alphanumeric dialed number string (such as sales or service) is also valid. This section explains basic conference concepts. Transfers involve three parties: the original caller. A dialog box allows the conferencing agent to enter the dialed number of a skill group or agent. conference. the transferring agent clicks on the transfer button on the Unified CCE Agent Desktop. and so on) be done from the agent desktop application. and the transfer scenarios themselves are discussed in the chapter on Deployment Models. When a transferring agent wants to transfer a call to another skill group or agent. (Single-step transfer is the default. This terminology is used throughout this document when referring to the different parties. and the target agent. therefore it is very important to consider all of the possible conference scenarios desired for your Unified CCE installation. The transferring agent is the agent requesting the transfer to the target agent. and the conference scenarios themselves are discussed in the chapter on Deployment Models. An alphanumeric dialed number Cisco Unified Contact Center Enterprise 7. transfer. The original caller is the caller that made the original call that was routed to the transferring agent. The original caller is the caller that made the original call that was routed to the conferencing agent. Conferences in a Unified CCE Environment Conferences are a commonly used feature in contact centers. and so on) be done from the agent desktop application. Any call data that was delivered to the transferring agent or added by the transferring agent is sent along with the transfer request to the Unified CM PIM. conference. The transferring agent also selects whether this transfer is to be a single-step (blind) transfer or a consultative transfer.) The transferring agent then clicks OK to complete (single-step) or initiate (consultative) the transfer. This terminology is used throughout this document when referring to the various parties in a conference. transfer. release. The transfer request message flows from the transferring agent desktop to the CTI Server and then to the Unified CM PIM. Note Cisco recommends that all call control (answer. The target agent is the agent receiving the transfer from the transferring agent. and the target agent. This section explains basic transfer concepts. page 2-1. The target agent is the agent being added to the conference. A dialog box allows the transferring agent to enter the dialed number of a skill group or agent. When a conferencing agent wants to conference a call to another skill group or agent. Conferences involve three or more parties: the original caller. The conferencing agent is the agent requesting the conference to add the target agent.Chapter 1 Architecture Overview Transfers in a Unified CCE Environment Transfers in a Unified CCE Environment Transfers are a commonly used feature in contact centers. release. therefore it is very important to consider all of the possible transfer scenarios desired for your Unified CCE installation. page 2-1. added participants. Added participants are parties that are already in an existing conference call.
the codec will not be renegotiated when establishing a conference. the codec will not be renegotiated to G. Dialed Number Plan The Unified CM PIM then attempts to match the dialed number with an entry in the Dialed Number Plan. The DNP is not the same as the Dialed Number table used by the Unified ICM router and managed via the AW Configuration Manager tool.5 SRND 1-32 OL-16594-07 . and routing scripts. Dial Plan Type Entries in the Dialed Number Plan must be configured with a dial plan type. This is how a specific dialed number is mapped to a routing script in the Unified ICM router. For administration details on editing dialed numbers. if two phones are connected using G. Updates and additions to the DNP are also sent to the PIM dynamically. and all DNP entries for a particular PIM are downloaded to the PIM upon PIM startup.722 and a conference call is initiated. Because the Unified CM calling search spaces override any desk settings. The conferencing agent then clicks OK to initiate the conference. The conference request message flows from the conferencing agent desktop to the CTI Server and then to the Unified CM PIM. Any call data that was delivered to the conferencing agent or added by the conferencing agent is sent along with the conference request to the Unified CM PIM. Note that single-step blind transfers are not supported. When Call Recording is enabled in the DN configuration for an agent phone.Chapter 1 Conferences in a Unified CCE Environment Architecture Overview string (such as sales or service) is also valid provided it is configured in the Unified CCE Dialed Number Plan. Cisco recommends using the Dialed Number Plan (DNP) instead of a route point for NBT scenarios. In order for the Unified ICM to route the conference and have all call data move with the conference and be saved for cradle-to-grave reporting. The Unified ICM router maps dialed numbers to call types. As a result. the DNP type for that call must be allowed in the agent desk setting profile used by the conferencing agent. Note Changes to the agent desk settings profile do not take effect until the agent logs out and logs in again. call types. and call types are mapped to Unified ICM routing scripts. it is best to allow all dial plan types in the agent desk settings. a match for the dialed number must be found in the DNP for the PIM where the agent is currently logged in.html For help with designing a dial plan for your Unified CCE deployment. Therefore.com/en/US/products/sw/custcosw/ps1844/prod_maintenance_guides_list. Note For network blind transfer (NBT) scenarios using a route point. there are discrepancies in the Telephony Call Dispatcher (TCD) table. Cisco Unified Contact Center Enterprise 7.711 and a hardware conference bridge or transcoder will be required. In order for a call or conference to proceed any further. available at http://www. There are six predefined (via a list box) DNP types that correspond to the types specified in the agent desk settings profile. consult your Cisco Systems Engineer (SE). The Unified ICM Dialed Number Plan (DNP) is currently administered via the Bulk Configuration tool on the Unified ICM Administrative Workstation (AW). refer to the Cisco Unified Contact Center Administration Guide. Entries in the DNP are entered per peripheral (PIM). Within the DNP.cisco. fuzzy (wildcard) matching of dialed number strings is allowed. and they take effect immediately and are used for the next call being conferenced.
the target agent is speaking with the original caller and the conference is then complete. When the target agent's phone begins ringing. If the agent is conferencing the call to a generic (skill-group) DN to find an available agent with a particular skill. Route Request Assuming a match is found in the DNP for the conference. the call is just connected between the original caller and the target agent. When the target agent becomes ready. The Unified ICM router will determine which device target (phone extension and desktop) the agent is logged into and will then return the label that points to that device target to the Unified CM PIM. Upon receipt of the route request. After specifying a blind conference in the conference dialog box on the agent desktop. the DNP type is allowed for the conferencing agent. the Unified CM PIM generates the route request to get a routing label and then instructs the Unified CM to perform a single-step conference (without any further action from the conferencing agent). the conferencing agent enters a DN and clicks the Initiate Conference button. At this point there are numerous scenarios that can occur. the dialed number to be used for the route request must be supplied in the Dialed Number column of the Dialed Number Plan Editor. page 1-33 Consultative Conference. the Unified ICM router matches the dialed number to a call type and executes the appropriate routing script to find an appropriate target agent for the call. The call would still be released from the conferencing agent desktop almost immediately. The caller will not hear any ringback tones because the Unified IP IVR CTI Port will answer immediately. depending upon the type of conference being performed. the DNP type is valid. Upon answering the call. If auto-answer is enabled. While the call is being placed to the target agent. If the target agent does not answer. ready. the original caller is temporarily placed on hold. but no such agent is currently available. and post-route is selected. and the post-route option is set to Yes. the original caller hears the ringing (assuming auto-answer is not enabled). depending on the agent desk settings for the conferencing agent. then RONA (reroute on no answer) call rerouting logic will take over.Chapter 1 Architecture Overview Conferences in a Unified CCE Environment Post Route Entries in the Dialed Number Plan must also be configured to indicate whether a post-route is required. For dialed numbers to be used in conference scenarios. the original caller and the target agent do not hear any ringing. the Unified ICM will instruct the IVR to conference the call. as described in the following sections: • • Single-Step (Blind) Conference. The conferencing agent will see the call disappear from their desktop and they will transition to the next agent state (wrap-up. The desktop then sends the conference request to the Unified CM PIM. any of the call data collected so far could be used in the intelligent routing of the call. then the PIM logic will generate a route request to the Unified ICM central controller using the dialed number specified in this same DNP entry. page 1-34 Single-Step (Blind) Conference A blind conference is used when the conferencing agent does not need to speak with the target agent. Cisco recommends that the post-route option be set to Yes for conferences. Any call data collected by the conferencing agent would automatically be passed to the IVR. or not ready). and the Answer button on their agent desktop is enabled when the phone begins ringing. When this field is set to Yes.5 SRND OL-16594-07 1-33 . and the Unified ICM will pop the agent desktop with all call data. Cisco Unified Contact Center Enterprise 7. Assuming a match is found in the DNP. then the Unified ICM routing script should be configured to translation-route the call to a Unified IP IVR for queuing treatment. The target agent receives a screen pop with all call data. Within the routing script.
When the target agent phone begins ringing. However. if enabled. The conferencing agent can hear the target agent's phone ringing (assuming auto-answer is not enabled for the target agent). The Device Ringing message causes the Unified CM PIM to pop the target agent's desktop with call data and to enable their Answer button (assuming auto-answer is not enabled). page 1-35. the conferencing agent can click on the Conference Complete button at any time after it is enabled. Generally the conferencing agent will not click the Conference Complete button before the target agent answers because the probable reason they used consultative conference was that they wanted to talk with the target agent before completing the conference. If the agent is conferencing the call to a generic DN to find an available agent with a particular skill. Unified CM generates a Consult Call Confirmation message and a Device Ringing message. the agent can click the Conference Complete button to complete the conference (before or after the target answers their phone). At any time after this. The Consult Call Confirmation message causes the Unified CM PIM to notify the conferencing agents desktop that the call is proceeding. but no such agent is currently available. call data not following the call. The caller and the agent would then begin hearing the Unified IP IVR queuing announcements while the agent still guides the caller or continues to process the call while waiting. the parties will still be able to hear and talk to each other but not the agent who is controlling the conference. the Unified IP IVR conferences the call to this target agent and pops any call data onto their screen. and it enables the Conference Complete button. The caller generally hears tone on hold while the conference is being completed. as explained in the section on Reconnect.5 SRND 1-34 OL-16594-07 . There is a Unified CM configuration parameter for music on hold that. The conferencing agent could press the Conference Complete button at any time to complete the conference. When the target agent clicks the Answer button (or auto-answer is invoked). Cisco Unified Contact Center Enterprise 7. Upon availability of an appropriately skilled agent. The destination for the conferenced call depends upon the number that was dialed and what is configured in the Unified CM dial plan.Chapter 1 Conferences in a Unified CCE Environment Architecture Overview If the agent has conferenced the call to a number that is not within the Unified ICM Dialed Number Plan. and reporting limitations. a voice path between the conferencing agent and target agent is established (assuming the conferencing agent has not clicked the Conference Complete button). Consultative Conference When the Unified CM PIM receives the label from the Unified ICM router indicating where to conference the call. then the Unified ICM routing script should be configured to route the call to an IVR for queuing. This particular scenario is known as warm transfer. In this scenario. the conferencing agent would hear the Unified IP IVR queue announcements. the conferencing agent will hear the failed consultation call and will be able to reconnect with the original caller. then the caller will be conferenced anyway. If the agent is conferencing the call to a number that is not in the Unified ICM Dialed Number Plan and a number that is not valid on the Unified CM. Conferences not using the dialed number plan are not recommended because of agent roaming restrictions. The exception is that if it is already a conference call. Unified CM places the original caller (or parties) on hold and makes a consultative call to the number specified in the label. will play music to the participants. the Unified CM PIM tells Unified CM to initiate a consultative conference to the number specified in the label.
the conferencing agent's desktop functionality will be exactly the same as before they requested the conference. The Conference control will complete the conference. Non-DNP Conferences Conferences to numbers not in the DNP or to numbers configured in the DNP with post-route set to No are allowed but do not result in a Unified ICM-routed call. Consultative conferences and reconnects are all done from the agent desktop and use the single Unified CM extension that is associated with the Unified CCE. After a call is successfully reconnected. the PIM simply sends a call conference request directly to Unified CM and uses the dialed number from the conference dialog on the agent desktop. The hardware phone offers a button to allow this kind of conference. This action causes the agent desktop to instruct the Unified CM PIM to instruct Unified CM to release the consultation call leg and to reconnect the agent with the original caller. Cisco Unified Contact Center Enterprise 7. The Unified CCE system does not support allowing the conferencing agent to place the original caller on hold and then use a second extension on their hardware phone to make a consultation call. the conferencing agent can reconnect with the caller and release the consult call leg.Chapter 1 Architecture Overview Conferences in a Unified CCE Environment Reconnect During the consultation leg of a consultative conference. Alternate Alternate is the ability for the agent to place the consultation call leg on hold and then retrieve the original (or conference) call leg while in the midst of a consultative conference.5 SRND OL-16594-07 1-35 . Alternate. and there is no limit to the number of consultation calls an agent can make. When the agent has alternated back to the consultation leg. An agent can alternate a call as many times as they would like. Cisco recommends that any dialed number for a conference should have a match in the DNP. that it be marked for post-route. the Release. use the agent-to-agent routing node and specify the CED field as the location of the agent ID so that the Unified ICM router will route this call properly. To do so. Agent-to-Agent Conferences If the conference is to a specific agent. the agent simply clicks the Reconnect button. If an agent conferences a call in this way. The Conference (Complete) and Reconnect controls will be disabled. This causes the PIM to place the dialed number (agent ID) into the CED field before it sends the route request to the Unified ICM router. The Alternate control will alternate the conferencing agent back to talking with the consulted party. then the agent requesting the conference must enter the agent ID into the conference dialog box. and Reconnect call controls will be enabled. In these scenarios. When the conferencing agent has alternated back to the original caller. the only call controls (buttons) that are enabled are Release and Alternate. The Alternate control will alternate the conferencing agent back to talking with the original caller. any call data will be lost because the Unified ICM did not route the call. The agent can then alternate again to place the original caller back on hold and retrieve the consultation call leg. Therefore. The DNP entry matching the dialed number (agent ID) must have DNP type equal to PBX. and that it have a DNP type that is allowed for the conferencing agent (based on the agent’s desk settings). but it is not supported in a Unified CCE environment. Conference. the conferencing agent can later request another conference. and the Reconnect button will drop the consulted party and reconnect the agent with the original caller. Call data is lost if the Unified ICM does not route the call. This is basically the process an agent should use when they want to make a consultation call but for foreseen or unforeseen reasons do not desire to complete the conference. In the script editor.
A typical outpulse sequence might be something like *827500. page 1-31. but it is not supported by Unified CCE. and before the conference is completed. These services are generally invoked by the customer premises equipment (CPE) outpulsing a series of DTMF tones.5 SRND 1-36 OL-16594-07 . Transferring Conference Calls Transferring of conference calls is allowed with the same conditions as described in the section on Transfers in a Unified CCE Environment. you can parse the CED field in the script editor to determine which PIM contains the agent. For more details. available online at Cisco. and so forth. The time during the consultation call leg. The agent-to-agent node requires the PIM to be specified. is considered as talk time for the conferencing agent. The PSTN is provisioned to detect these tones and perform some specific logic based upon the tones detected. Agent IDs by themselves are not unique. If your environment has multiple PIMs. “transfer this call to site 2 and use 7500 as the DNIS value when delivering the call to site 2.com. another party can be conferenced in by the controller. After a call has been successfully conferenced. The limit on the number of participants depends on the bridging hardware used. Combination or Multiple Conferences During a conference. the agent-to-agent script editor node allows alternative routing for the call. Conference Reporting After a conference call is completed. Agent IDs are associated with a specific PIM and can be reused on other PIMs. Cisco Unified Contact Center Enterprise 7. This DTMF string could mean. If you begin all agent IDs with the same number and they all have the same length. In the event that the target agent is not in a ready state. you could set up a generic wildcard string that matches all agent IDs so that you need only one entry in the DNP for agent-to-agent routing. and so on). only the controller may (through the softphone) conference in other participants. all PIM 2 agent IDs begin with a 2. The two call records are associated with one another via a common call ID assigned by the Unified ICM. or Transfer Connect) Many PSTN service providers offer a network-based transfer service.Chapter 1 Conferences in a Unified CCE Environment Architecture Overview Agent IDs should not match any of the extensions on the Unified CM cluster. The parsing may be done via a series of “if” nodes in the script editor or via a route-select node. refer to the Unified CCE Reporting Guide. a call detail record for the original call leg will exist and a new call detail record will be opened for the new call leg. Hardware phones might allow this function. then you must use an agent ID number plan to determine which PIM contains this agent.” Unified CCE has the ability to invoke these types of transfers. By not repeating agent IDs across the enterprise and by setting up a consistent agent ID assignment plan (such as all PIM 1 agent IDs begin with a 1. PSTN Transfers (Takeback N Transfer. the Unified CM configuration.