Professional Documents
Culture Documents
IPCCE10SG Vol1 PDF
IPCCE10SG Vol1 PDF
IPCCE
Course Introduction
Overview
IPCC Enterprise (IPCCE) is an instructor-led course presented by training partners to System
Engineers and Customers who will be charged with day-to-day interaction with the Cisco IPCC
product.
As shown in the slide above, there are prerequisite courses that should be taken before
attending IPCCE.
Prerequisite Knowledge
Cisco CallManager Deployment (CIPT)
ICM Product Training 7.0 (ICMPT1)
ICM Product Training 7.0 (ICMPT2)
Basic Knowledge of IPIVR (CRSD)
Internetworking Fundamentals
Basic Contact Center Concepts
Objectives
Demonstrate an overall understanding of the Cisco
IPCC system and environment
Describe the features, functions and capabilities of
Cisco IPCC
Demonstrate an overall understanding of the IPCC
Call Flows
Configure generic IPCC Enterprise and System
IPCC Enterprise contact centers
A basic understanding of the Agent Desktop
Solutions
Install and configure Cisco Outbound Option
Configure a basic Parent ICM and Child System
IPCC (Parent/Child) solution
2005 Cisco Systems, Inc. All rights reserved.
Course Introduction
Course Flow
A
M
Course
Introduction
Overview
Day 2
Day 3
IPCC
Enterprise
installation/
configuration
System
IPCC
Overview
System IPCC
Enterprise
installation/
configuration
Day 4
Parent/Child
Lunch
P
M
IPCC Call
Flows
Translation
Routing
CAD/Agent
Desktop
Work
Flows
IPCC
Scripting
Outbound
Option
Evaluations
and
Certificates
This is a general guideline of the course flow. Your Instructor will guide you.
General Administration
Class-related
Facilities-related
Sign-in sheet
Rest rooms
Site emergency
procedures
Participant
materials
Appendixes
Break room
locations
Attire
Communications
Course Introduction
Additional References
Cisco Certifications
Cisco Certifications
You are encouraged to join the Cisco Certification Community, a discussion forum open to
anyone holding a valid Cisco Career Certification (such as Cisco CCIE, CCNA, CCDA,
CCNP, CCDP, CCIP, CCVP, or CCSP). It provides a gathering place for Cisco
certified professionals to share questions, suggestions, and information about Cisco Career
Certification programs and other certification-related topics. For more information, visit
www.cisco.com/go/certifications.
Course Introduction
Overview
Presentation_ID
2005 Cisco Systems, Inc. All rights
reserved.
2003, Cisco Systems, Inc. All rights reserved.
2
Course acronym vx.x#-2
Overview
Off-site
worker Web tools/
e-mail
Remote
sites
Remote
sites
PBX
Off-site
worker Web tools/
e-mail
Remote
sites
Remote
sites
IP
PBX
CRM
CRM
Knowledge
workers/skilled
resources
Remote
sites
PBX
Remote
sites
Knowledge
workers/skilled
resources
CRM
Knowledge
workers/skilled
resources
2005 Cisco Systems, Inc. All rights reserved.
The Cisco Customer Interaction Network solution helps enable all stakeholders in sales,
service, and support to work together more efficiently and effectively to achieve greater
customer intimacy.
The Cisco Customer Interaction Network (CIN) solution helps enhance interactions across all
customer touch points, including sales, service, outsourcing vendors, and channel partners, to
work together more effectively and efficiently to achieve greater customer intimacy. By
anticipating and responding to customer needs, companies not only improve customer loyalty,
but also optimize the entire production process to deliver what sells.
Shared applications/services
Hosted anywhere on network
Distributed services and end
points
Standards based interfaces
Voice/Data
Network
Agents
CRM
Internet
PSTN
Telephony
Gateway
Remote/Home Agents CallManager
Knowledge Workers
Departmental Care Groups
Course acronym vx.x#-6
Collaboration with sales, service, outsourcing vendors, channel partners, and customers.
Network security throughout the entire service and support chain, including channel
partners and outsourced service functions.
Flexibility to adapt sales and service organizations to offer new solutions based on
customer needs.
Overview
ICM Evolves
As the Customer Interaction Network
evolves, ICM evolves with it
Migration to IP
Is your platform upgradeable and capable of handling new technologies like VoIP?
Scalability
ICM Scalability
The ICMs robust architecture allows any size customer from the single site contact center
to the multi faceted Service Provider to take advantage of its services and build a case for
early return on an ICM investment.
Overview
Carrier-Class Reliability
The ICM solution meets carrier-class quality standards - which are significantly more
stringent than traditional data-level reliability - through distributed fault tolerance of all
system components.
Cisco knows that your contact center operation is mission-critical to your business. The
distributed fault tolerance of all ICM software products -- from the network all the way to
the agents desktop -- was designed to ensure continuous transaction processing.
Both sides of a duplexed pair of machines operate on the same data simultaneously
ensuring that if one goes down the other keeps processing. If the problem cannot
automatically be repaired, the system proactively issues a service alert to our Technical
Support Center.
Presentation_ID
2005 Cisco Systems, Inc. All rights
reserved.
2003, Cisco Systems, Inc. All rights reserved.
10
Course acronym vx.x#-10
Overview
10
IPCC is based on Ciscos Intelligent Contact Manager product which provides high-end,
advanced routing features.
Our Multi-Channel support includes true Web Collaboration with Call-Back, Chat or VoIP.
Email, Fax and Voicemail messaging options allow your Contact Center agents to handle
these types of media in an organized and reportable fashion.
ICM/IPCC Features
Reporting
Web based reporting (WebView)
Multimedia / integrated reports
Multi-channel real-time statistics
Redundant database
Administration
Common agent configuration
across channels
Streamlined multi-channel
administration
Synchronization and
verification of configuration
Agent Desktop
Out of the Box
Toolkit Desktop
CRM integration
Through a combination of multi-channel contact management, intelligent routing, and networkto-desktop computer telephony integration (CTI), the Cisco IPCC Enterprise Edition segments
customers, monitors resource availability, and delivers each contact to the most appropriate
resource anywhere in the enterprise. The software profiles each customer using contact-related
data such as dialed number and calling line ID, caller-entered digits, data submitted on a Web
form, or information obtained from a customer profile database lookup. At the same time, the
system knows which resources are available to meet the customer's needs based on real-time
conditions (agent skills and availability, interactive voice response [IVR] status, queue lengths,
and so on) continuously gathered from various contact center components.
Overview
11
Centralized Management
Implement
business rules
Maintain consistent
service levels
Generate normalized,
consolidated reports
12
Consolidated Reporting
Agent
Skill group
Services (Application)
Real time
Single site
Call type
Half hour
Enterprise
Queue ports
Daily
Overview
13
CTI-OS
Custom development kit
Simplifies custom CTI integrations
Pre-integrated CRM
Strategic integrations with the
leading CRM vendors
Desktop integration
Cisco offers a range of desktop CTI products to meet the varied needs of its customers
Packaged, configurable agent desktop solutions
The Cisco Agent Desktop for the Cisco IP Contact Center (IPCC) Enterprise Edition is a robust
computer telephony integration solution for single-site and multi-site IP-based contact centers
that is easy to deploy, configure, and manage. Cisco Agent Desktop provides call control
capabilities - such as call answer, hold, conference, and transfer, and ACD state control ready/not ready, wrap up, etc. Customer information is presented to the agent through an
Enterprise Data window and an optional Screen Pop. Cisco Agent Desktop requires minimum
screen real estate and enables agents to customize its functionality to meet their individual
needs.
Developer tools for custom solutions
For customers who desire a fully customized solution, Cisco provides powerful development
tools that offer ultimate flexibility for CTI solutions. Cisco CTI toolkit provides numerous
application programming interfaces (APIs) for developing integrations between third-party
applications and Cisco ICM Enterprise and IPCC Enterprise. The toolkits provide the ability for
developers in a Windows environment to drag and drop telephony controls into an existing
application. Additionally, Cisco toolkits include numerous examples of sample code that
perform functions such as screen pops and third-party call control.
14
Call
Control,
ACD state
Team
Message
Active Call
Data
Browser
Controls
Browser
content
display
Status bar
with Agent
info fields
SkillGroup
Tree
threshold
alerts
Enhanced
and Premium
Agent Tree
Status bar
with info
fields
Toolbar
new
buttons:
Reskill agent
Team Msg
Graph data
(Premium)
Tabular
Real-Time
Data
display
Selectable
graph of
real-time
display
(Premium)
Overview
15
Cisco Agent Desktop Administration provides administrators the ability to define and configure
agents' desktops and workflow from a centralized location. Administrators can choose which
agent states are visible on the agent's toolbar, define unique icons for agents and knowledge
worker toolbar buttons, add reason codes for wrap-up and logging out, and customize the look
and feel of agent desktops. It also allows for flexibility in how Cisco Agent Desktop
is configured to meet various operational needs and maintain overall workflow automation
efficiently and cost effectively.
From the administrator's desktop, administrators can set the agent desktop to automatically
transition agents into the next ACD state or enable the agent desktop to automatically answer
the phone for agentreducing ring time and increasing agent efficiency. Keystroke macros
enable administrators to easily set up or change applications without requiring software coding.
In addition, simplified administration for high-end functions (for example, screen pop, work
automation during calls, post-call work automation, and workflow groups) is provided.
.
16
IP Phone Agent
IP Phone Agent
Redesigned and rewritten to
improve functionality and bring it
closer to feature parity with CAD.
Call tracking, call statistics, agent
state transitions, and agent
statistics information available to
supervisor.
Barge-in and intercept available to
supervisor.
Default home page pushed to
phone lets agents see skill statistics
(1 minute).
Refresh
screen
Change
Record
Agent See Caller
Call
Data
State
The IP Phone Agent allows agents to use the Cisco IP 7940 7960 or 7970 telephone as
either their primary ACD interface or as a back up to the Cisco Agent Desktop application.
With IP Phone Agent, agents can log in and out of the ACD, view and change their ACD
state, be informed of caller data through an Enterprise Data display, view statistics
including calls in queue and longest in queue and enter reason codes and wrap-up data.
Advanced feature include displaying team messages and agent initiated call recording.
IP Phone Agent can also act as a backup to Cisco Agent Desktop by allowing the agent to
log in and take calls even if the desktop application is not functioning due to a PC failure.
Overview
17
CTI Toolkit
Call control
features
Assist
features
Tools:
Stats, chat, record, bad call
ActiveX components
Sample application with
source code
ACD and call control features
Supervisor assist, agent statistics, chat
CTI data encryption support through TLS (Transport Layer Security)
2006 Cisco Systems, Inc. All rights reserved.
The CTIOS Desktop Toolkit provides pre-built, operational agent and supervisor desktop
applications, along with the source code for custom desktop development. Many sample
applications are included with the toolkit to allow for easy customization. The CTIOS Toolkit
provides flexibility by allowing custom agent or supervisor desktop to be developed, as well as
offering advanced tools for integrating the desktop to a database, CRM, or other applications.
18
Integrated
Multi-channel
Communications
Toolbar
Agent State
Controls
Pre-integrated, CTI-enabled CRM For customers using popular, commercially available CRM
packages, Cisco offers standard integrations that CTI enable the CRM application. The CTIenabled CRM application makes use of Cisco CTI technology to provide integration between
the CRM application and telephony components. Contact centers that take advantage of these
pre-integrated solutions provide their agents with a single cockpit application for call control,
screen pop, and total customer management. Agents do not have to concern themselves with
switching between customer service and telephony functions, because all features are delivered
in the single CRM user interface.
Overview
19
Agent Re-skilling
Agent Re-Skilling
Supervisor interface to edit Skill
Group assignments
Web-based Interface
Secure
Supervisor Login
Supervisor can only change
agents on their team (supervisors
can edit multiple teams)
Changes take effect immediately
The IPCC Agent Re-skilling Tool is a browser-based application that enables you to change the
skill group designations of agents on your team, and quickly view skill group members and
details on individual agents. Changes made to an agent's skill group membership take place
immediately without need for the agent to log out and log in again.
Re-skilling can be done on the agent level and on the skill group level. You can add and
remove skill groups from an agent, or you can add or remove agents from a skill group.
20
ICM Multi-Channel
Integrated Multi-Channel
Integrated voice, web callback, web collaboration,
text chat, e-mail, and outbound
Script control of routing and queuing
across all channel types
Universal Queue
Service Level reporting for each or across
channel types
Common business rules
across channels
Centralized management
and reporting
Cisco IPCC Enterprise provides a state of the art VoIP contact center solution that allows
customers to seamlessly integrate inbound and outbound voice applications with Internet
applications including real-time chat, Web collaboration and e-mail. This integration allows for
unified capabilities, enabling a single agent to support multiple interactions simultaneously
regardless of the communications channel the customer has chosen. Since each interaction is
unique and may require individualized service, Cisco provides contact center solutions to
manage each interaction based on virtually any contact attribute.
Overview
21
Dialing Modes
Predictive
Preview
Progressive
Direct Preview
22
Pre-Recorded Campaigns
Contact Centers can run agent-less campaigns via
Pre-recorded messages on Cisco IP IVR
Increased Agent utilization in Contact Center
- Answering Machines to be sent to an IVR,
- Live caller to be sent to a Live Agent
Ability to Queue Outbound Calls
Reduction in Abandon calls in Predictive Mode
ROI benefits
Overview
23
24
Simple Collaboration
Available for Multi-Session Agents
Overview
25
26
IP Contact Center
Hello.
Is this
Customer
service?
Home Office
Yes hello.
Customer
service
Bill speaking
The Cisco IP Contact Center Remote Agent Option provides the capability to use remote agents
when staffing contact centers. The strength of the remote agent solution is its ability to provide
an encrypted, secure, IT-managed connection over broadband to the home. The agents have
complete access to all the contact center applications and bypass toll charges with VoIP.
Managers are still able to fully monitor remote agents and provide e-learning programs to train
them.
Remote agents allow contact centers in need of skilled labor to hire without regard for
geographical location. For instance, using nurses in a healthcare contact center is difficult
because of the scarcity of such candidates. A remote agent solution allows a company to utilize
such a person anywhere as long as they have a broadband connection. Access to a larger,
distributed labor pool also leads to quicker staffing.
Overview
27
Cisco IP Communicator
Cisco IP Communicator
28
Cisco's IP-IVR provides self-service functions as well as acting as a queue point for the
ICM to provide call treatment to callers while all agents are busy.
Cisco's IP Queue Manager is a version of Cisco's IP-IVR that provides only the features
needed for IPCC call queuing at a reduced price
Cisco's CVP is a highly scalable network IVR solution based on Voice Browser
architecture.
Overview
29
VoiceXML Browser
Interprets VoiceXML documents
DTMF or speech are used to fill forms and menus
Analogous to a PC browser interpreting HTML documents
The Cisco Customer Voice Portal (CVP) is a web-based platform that provides carrier-class
interactive voice response (IVR) and IP switching services on Voice over IP (VoIP) networks.
The CVP feature set includes:
30
IP-based call switching: CVP can transfer calls over an IP network while maintaining call
control for call treatment or subsequent transfers over the IP network.
IP-based take back and transfer (TNT): CVP can take back a transferred call for further
IVR treatment or transfer it back to the PSTN.
IP-based IVR services: CVP can perform the classic prompt-and-collect functions such as,
"Press 1 for sales, 2 for service," and so forth.
IP-based queuing: Calls can be "parked" on CVP for prompting, music on hold, and so
forth, while waiting for a call center agent to become available.
Compatibility with other Cisco call routing and VoIP products: Specifically, Hosted IPCC
or Intelligent Contact Manager (ICM), Cisco Gatekeeper, Cisco gateways, and Cisco IP
Contact Center (IPCC).
Compatibility with the public switched telephone network (PSTN): Calls can be moved
onto an IP-based network for CVP treatment and then moved back out to a PSTN for
further call routing to a call center.
Carrier-class platform: CVP's reliability, redundancy, and scalability enable it to work with
service-provider and large enterprise networks.
Summary
In this lesson, the various components and option of ICM/IPCC Enterprise were discussed.
References
For additional information, refer to these resources:
www.cisco.com
Overview
31
32
Lesson 1
Objectives
Upon completing this lesson, you will understand the IPCC Call Flow using Pre Routing. This
ability includes being able to meet these objectives:
In this example call flow it is assumed that an agent is available, no further call treatment is
necessary and CTI Data is not required at the Agent Desktop.
It is typical to see IPCC deployed using Translation Routing. This example is used to show a
Device Target as the Label returned to the Routing Client in a Pre Route scenario. Device
Targets are equal to the Directory Number of the agents IP Phone.
When discussing Post Routing in a later lesson you will notice that the same mechanisms are
used when using the Translation Route to VRU and Queue to Skill Group nodes.
1-2
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
A Customer dials a toll free number. The carrier network sends a route request, which contains
at least the dialed number (DN) and if available, the calling line ID (CLID or ANI) and/or any
caller-entered digits (CED), via the Network Interface Controller (NIC) to the ICM Central
Controller (CC).
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
1-3
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
Based on the MRD, DN and if available, ANI and CED, the call type is determined.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The selected ICM script now executes. In this example we will assume there is an agent
available and a skill target is selected.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
1-5
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The device target maps to a label. This label has a DNIS value designed to get the caller to the
agent via Call Manager.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
1-7
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The carrier sends the call to the Voice Gateway at the CallManager (Peripheral). The DNIS is
passed to the CallManager. In this case the DNIS value is the Directory Number of an available
agents IP Phone (Device Target). The CallManager rings the agents IP Phone.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
1-8
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The CallManager directs the Voice Gateway and the agent IP Phone to setup a voice session.
CTI Server delivers CTI data to the agents desktop. This can be as little as agent statistics and
call data. Integration is possible with a 3rd party application or CRM package as well.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
1-9
1-10
In this example, a more typical call flow will be discussed. IPCC allows for an all-in-one
solution for queuing and call treatment (CRS Scripts). Using Translation Routes allows for true
cradle to grave reporting as well as preserving the identity of the call used to deliver CTI
Data to the agent desktop.
1-11
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
A Customer dials a toll free number. The carrier network sends a route request, which contains
at least the dialed number (DN) and if available, the calling line ID (CLID or ANI) and/or any
caller-entered digits (CED), via the Network Interface Controller (NIC) to the ICM Central
Controller (CC).
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
1-12
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
Based on the MRD, DN and if available, ANI and CED, the call type is determined.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
1-13
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
The Translation Route to VRU node will be used to terminate the call at the IPIVR and use the
Translation Route to preserve the identity of the call. The ICM Script will continue to process
the call. The Target will therefore be the IPIVR.
1-14
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The choice of Skill Target determines the Routes to be used. One Route refers to the
Translation Route and the other refers to a Service at the Peripheral defined for the purposes of
Translation Routing. The Peripheral Target is the IPIVR
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
1-15
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The Peripheral Target maps to a Label. This Label has a DNIS value that when returned, will
terminate the call at the IPIVR using a Translation Route.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
1-16
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The Label is returned to the Routing Client (carrier via the NIC). The carrier delivers the call to
the Peripheral along with the DNIS. The DNIS is actually one of the Directory Numbers (DNIS
Pool) assigned to a Translation Routing Application on the IPIVR
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
1-17
DNIS Pool
7001-7003
CallManager will now communicate with the IPIVR across the JTAPI link for purposes of
determining where to present the call to the IPIVR. In this communication the CallManager
sends the DNIS value to the IPIVR and the IPIVR will then correlate a Trigger to a Call
Control Group.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
1-18
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The IPIVR will then select the Port for call termination and inform the CallManager of where
to establish the voice path.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
The Voice path is setup between the caller and the IPIVR.
Copyright 2006, Cisco Systems, Inc.
1-19
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
The IPIVR now reports call arrival to the ICM via the IPIVR PG. This is done by sending a
REQUEST_INSTRUCTION message that also contains the DNIS value and other call control
information. Because this DNIS value was a specific value chosen by ICM, ICM now knows
the identity of the call and can now continue the previously running script.
Note
1-20
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
While the call is queued the ICM script should instruct the IPIVR to run an Application. This
Application can be used to provide messages, a menu, or simply music to the caller. In this case
the caller will be instructed to enter digits.
1-21
Using the Run External Script node to run a CRS Script, the caller will be prompted to enter
digits that will be used by a CED node.
The Script will pass the caller entered digits to ICM in Call Variable: Call.CallerEnteredDigits
1-22
MRD/Call Type
Schedule
Call.CallerEnteredDigits
Please Press
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Label
IP IVR
Gateway
Route
Peripheral Target
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
The CED node will be used to evaluate the CED value and choose a Skill Target.
1-23
In the event that no agent is available in the selected Skill Group, the Queue to Skill Group
Node is used to queue the call and the Run External Script node will run the VRU Script;
BasicQ. This Script will provide a simple message and music while in queue until an agent
becomes available. The ICM Network VRU Script definition for BasicQ is set to interruptible
so the call can come out of queue at any point in the Script when an agent becomes available.
1-24
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
1-25
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The Route maps to a Device Target (Device Targets are used in IPCC) rather than a Peripheral
Target that would be typically seen in traditional telephony routing. The Device Target maps to
a Label that is the Directory Number of the agents IP Phone.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
1-26
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The ICM sends a CONNECT request to the IPIVR via the VRU PG using the Label. The
IPIVR interprets the Label and sends a redirect message to the CallManager requesting the call
be sent to a particular IP Phone
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
1-27
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The CallManager rings the IP Phone. When an Off-hook message is received by the
CallManager, the voice path between gateway and the agent IP Phone is established.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
1-28
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
CTI Server delivers CTI data to the agents desktop. This can be as little as agent statistics and
call data. Integration is possible with a 3rd party application or CRM package as well.
1-29
Summary
In this lesson you learned the call flow for IPCC Pre Routing from the Carrier Network.
References
For additional information, refer to these resources:
1-30
Lesson 2
Objectives
Upon completing this lesson, you will understand the Call Flow using CallManager as the
Routing Client This ability includes being able to meet these objectives:
Cisco best practice indicates that Post Routing from the IPIVR is only used in special cases.
Post Routing indicates that the CallManager is the Routing Client. In a typical Post Routing
Call Flow, the ICM script will begin using the Translation Route to VRU node. The Translation
Route to VRU node provides some advantages in that Cradle to Grave reporting is implied
and the Call will be terminated at the queue point before call treatment is provided (caller
entered digits etc.).
2-2
You will be creating an ICM Routing Script as shown. You will be using VRU and Queuing
nodes to implement Translation Routing and call treatment.
2-3
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
A call is initiated to the CallManager environment and is reported to CallManager. The call
setup request comes into CallManager through a voice gateway from the PSTN, or the call
originates as an on-net CCM call.
2-4
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
A post route request is now initiated to the ICM system via the CallManager PG. Elements of
the call request are passed to the ICM with the MRD and at a minimum, the DN.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
ICM receives the call setup request message from the CallManager PG as a Post-Route request
Copyright 2006, Cisco Systems, Inc.
2-5
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
Based on the DN and if available, ANI and CED, the call type is determined
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
2-6
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
2-7
The Translation Route to VRU node will be used to terminate the call at the IPIVR and use the
Translation Route to preserve the identity of the call. The ICM Script will continue to process
the call. The Target will therefore be the IPIVR.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
2-8
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The choice of Skill Target determines the Routes to be used. One Route refers to the
Translation Route and the other refers to a Service at the Peripheral defined for the purposes of
Translation Routing. The Peripheral Target is the IPIVR.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
2-9
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The Peripheral Target maps to a Label. This Label has a DNIS value that when returned, will
terminate the call at the IPIVR using a Translation Route. The Label is returned to the Routing
Client (CallManager).
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
2-10
CAD
JTAPI Group #1
DNIS Pool
7001-7003
CallManager will now communicate with the IPIVR across the JTAPI link for purposes of
determining where to present the call to the IPIVR. In this communication the CallManager
sends the DNIS value to the IPIVR and the IPIVR will then correlate a Trigger to a Call
Control Group.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
2-11
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The IPIVR will then select the Port for call termination and inform the CallManager of where
to establish the voice path.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
The Voice path is setup between the caller and the IPIVR.
2-12
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
The IPIVR now reports call arrival to the ICM via the IPIVR PG. This is done by sending a
REQUEST_INSTRUCTION message that also contains the DNIS value and other call control
information. Because this DNIS value was a specific value chosen by ICM, ICM now knows
the identity of the call and can now continue the previously running script.
Note
2-13
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
While the call is queued the ICM script should instruct the IPIVR to run an Application. This
Application can be used to provide messages, a menu, or simply music to the caller. In this case
the caller will be instructed to enter digits.
2-14
Using the Run External Script node to run a CRS Script, the caller will be prompted to enter
digits that will be used by a CED node.
The Script will pass the caller entered digits to ICM in Call Variable: Call.CallerEnteredDigits
Copyright 2006, Cisco Systems, Inc.
2-15
Customer
MRD/Call Type
Schedule
Please Press
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Peripheral Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
The CED node will be used to evaluate the CED value and choose a Skill Target.
2-16
In the event that no agent is available in the selected Skill Group, the Queue to Skill Group
Node is used to queue the call and the Run External Script node will run the VRU Script;
BasicQ. This Script will provide a simple message and music while in queue until an agent
becomes available. The ICM Network VRU Script definition for BasicQ is set to interruptible
so the call can come out of queue at any point in the Script when an agent becomes available.
2-17
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
2-18
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The Route maps to a Device Target (Device Targets are used in IPCC) rather than a Peripheral
Target that would be typically seen in traditional telephony routing. The Device Target maps to
a Label that is the Directory Number of the agents IP Phone.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
2-19
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The ICM sends a CONNECT request to the IPIVR via the VRU PG using the Label. The
IPIVR interprets the Label and sends a redirect message to the CallManager requesting the call
be sent to a particular IP Phone
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
2-20
CAD
JTAPI Group #1
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
CAD
9501
9502
CAD
JTAPI Group #1
The CallManager rings the IP Phone. When an Off-hook message is received by the
CallManager, the voice path between gateway and the agent IP Phone is established.
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
2-21
MRD/Call Type
Schedule
ICM Central
Controller
Script
Skill Target
IXC
CTI
Server
CM PG
IP IVR PG
Route
Device Target
Label
IP IVR
Gateway
Call Manager
8101
8102
8103
8104
8105
9501
CAD
9502
CAD
JTAPI Group #1
CTI Server delivers CTI data to the agents desktop. This can be as little as agent statistics and
call data. Integration is possible with a 3rd party application or CRM package as well.
2-22
Summary
In this lesson you learned the call flow for IPCC Post Routing from CallManager as the
Routing Client
References
For additional information, refer to these resources:
2-23
2-24
Lesson 3
Objectives
Upon completing this lesson, you will be able to perform basic CallManager configuration.
This ability includes being able to meet these objectives:
Cisco CallManager
Cisco CallManager
Media Convergence Servers (MCS)
3-2
Cisco IP Phones
Cisco IP Phones
The Cisco IP Phone series is a standards-based communication appliance. The Cisco IP Phones
can interoperate with IP Telephony systems based on Cisco CallManager technology, H.323, or
Session Initiated Protocol (SIP) and Media Gateway Protocol (MGCP), with system-initiated
software updates.
What needs to be configured:
IP Phones
Device Association
3-3
Adding an IP Phone
IP Phone (7960)
3-4
Adding an IP Phone
3-5
Adding an IP Phone
Phone Configuration
Using Settings then option 3 will display the MAC Address
Add the IP Phone by entering the MAC Address, Device Pool and Button Template. Insert the
IP Phone and configure a Directory Number. Disable Call Waiting for standard Agent
Directory Numbers. For Outbound Agents, leave Call Waiting enabled (default setting for 4.0
and above).
Directory Number
3-6
Directory Number
Add a new User: cmpguser. Ensure enable CTI Application use is enabled. This is the user
account used by the CallManager PG PIM for communication between IPCC and CallManager.
3-7
Device Association
Associate the defined IP Phones with the cmpguser User. Verify by observing the Controlled
Devices for the User. Any phone used by a contact center agent has to be associated with the
CallManager JTAPI User.
3-8
The CallManager will be the Routing client in you configuration. A Route Point must be
created and associated with the cmpguser User Account.
3-9
Verify that the Route point is a Controlled Device for the cmpguser User.
3-10
Summary
In this lesson you performed the prerequisite CallManager configuration required for IPCC
connectivity.
References
For additional information, refer to these resources:
3-11
3-12
Lesson 4
Objectives
Upon completing this lesson, you will be able to describe the CRS Script Editor and its basic
functions. This ability includes being able to meet these objectives:
Only users with Administrative rights to the machine that the CRS Editor is installed on are
able to launch the CRS Editor. Non-administrator users are not able to launch the Editor.
This is true for both Windows 2000 and Windows XP systems.
After you download and launch the CRS Editor for the first time, you can select the Log on
Anonymously button to run the CRS Editor without specifying a Name and Password.
However, in Anonymous mode, you cannot save scripts to the Repository.
The CRS Server information can be any IP address or hostname of a valid node in the CRS
cluster. For a local CRS Editor running in a CRS cluster, this field is automatically pre-filled
with the local host IP address.
Note
4-2
You must supply a CRS Server IP address the first time you launch the CRS Editor so that
the CRS Editor can download additional information from the CRS Cluster that it needs to
become fully functional. In subsequent launches, the CRS Editor uses the IP address to
properly authenticate the user and download updated configuration information. If no IP
address is supplied, or if the CRS Editor is unable to connect to the cluster, the CRS Editor
starts up with the last known IP address and configuration.
CRS Editor
Palette
Variables
Design Area
Messages
The Cisco CRS Editor enables you to develop a wide variety of interactive scripts. The CRS
Editor simplifies script development by providing blocks of contact-processing logic in easy-touse Java-based steps. Each step has its own unique capabilities, from simple increment to
generating and playing out prompts, obtaining user input, queuing calls, or performing complex
database operations. Although the steps are written in Java, you do not need to understand Java
programming to build a CRS script. You can assemble a script by dragging step icons from a
palette on the left pane of the workspace to the design area on the right pane of the workspace.
The CRS Editor supplies the code required to connect the steps; you provide the variable
definitions and other parameters. You can validate and debug the completed script directly in
the CRS Editor.
Palette pane: Use the Palette pane to choose the steps you need to create your script.
Message pane: Use the Message pane to view messages when you are validating or
debugging a script.
Variable pane: Use the Variable pane to create, modify, and view variables for your script.
4-3
Status Bar
Script Editor Status Bar
Step Number
Script Status
Line Number
User Name
Cluster Status
Available Memory
4-4
Step number: The first section displays the step number currently selected
(step/connection) out of how many steps defined in the script. Step numbers correspond to
the order in which they were added to the script and as such does not increment necessarily
when you scroll down the list of steps in the script.
Line number: The second section displays the line number of the currently selected step or
connection out of how many lines are currently displayed in the script. Expanding a step
will increase the total number of lines being displayed.
Cluster status: The fourth section displays the cluster status. The text displayed is the
name of the cluster to which the Editor is connected or Unknown if the Editor was started
without information about a cluster.
User name: The fifth section displays information about the logged in user. The text
displayed is the name of the user or Anonymous when the user logs into the Editor
anonymously.
Available memory: The sixth section displays a progress bar with the total available
memory for the Editor and the amount of memory currently in use. This is meant as a
gauge for the user to identify when the Editor will have an out-of-memory condition
because either too many scripts are opened or because the script being edited is too big.
The progress bar changes to red when there is about 10 MB of memory left before reaching
the out-of-memory condition.
Button for freeing memory: The final section is a button that can be used or not to free up
memory not yet recollected by the Java VM. You do not need to use this button since the
(Java Virtual Memory) JVM automatically frees up memory when it can be freed.
Step Palette
Palette Window
To display the contents of a palette, click the plus sign (+) to the left of the palette icon in the
Palette pane. To create your script, drag the steps you want from the Palette pane and drop
them, in their desired order, into the Design pane. Each step performs a specific function and
creates a portion of the underlying programming. You can customize all of the steps once you
have placed them in the Design pane.
4-5
Design Pane
Design Window
Drag and Drop the Steps
Logic flow
Highlight and
drag (Delay
step)
Point to bottom
of step that new
step will follow
Release and
drop
4-6
Before you drag a step to the Design pane, close any open customizer window(s). (If you
try to drag a step to the Design pane when a customizer window is open, the Design pane
will not accept the step.)
While dragging a step, move the cursor close to any edge of the script window to scroll the
script in that direction in order to drop the step in the desired location.
While dragging a step, the collapsed steps will not immediately expand. To expand a
collapsed step, move the cursor over the collapsed step for two seconds; the step or
connection then expands.
Design Window
Step Properties Popup Menu
Right click on step
for Properties
option
Accesses the
Customizer for that
step
Customizer Windows are used to set properties of a Step. Customizer windows have text fields
and or selection fields that you use to configure properties. They might have multiple tabs.
Design Window
Step Properties Customizer
Customizer
defines step
properties
Each step has a
different
customizer
4-7
Variable Pane
Variable Window
Icons: Add, Modify, Delete
Use the Variable pane of the Cisco CRS Editor to define variables used by a script.
Variables store data while a script executes. Any step in your script can use variables once you
define them in the Variable pane of the CRS Editor window.
Variable Window
Edit Window
To create, modify
variables
Many variable data
types
Integer
String
Boolean
etc.
See Expression
Language Reference
Guide
4-8
Expression Editor
Expression Editor
Expression Editor Window
Expression Value
Toolbar
List of Variables
In the Expression Editor window, you can enter an expression in the text field, or you can use
the Variable Expression Dialog Box drop-down menu to get quick access to variables you have
previously defined in the script. When you choose a variable from the Variable drop-down
menu, the variable name appears in the input text field. After you enter the expression, click
OK. The Expression Editor closes.
The Expression Editor window provides an Expression Toolbar. This is the toolbar below the
Values input text box and buttons.
A series of tabs at the bottom of the window, each representing a CRS variable type or a
category of expression constructs.
Selecting a tab displays a set of buttons or a drop-down list. Depending on the variable
type, a tabs buttons or drop-down list refer to a list of:
Constants or keywords
4-9
Message Pane
Message Window
Validation
Information
Debug Status
You can use the Message pane once you complete your script and you are ready to validate and
debug it. Three procedures are available to do this: validate, reactive debugging, and nonreactive debugging. Validate is done from the Tools menu and will validate that all steps have
been properly customized and that all execution paths terminate with an End step.
Errors are displayed in the message windows allowing the user to simply click on them to get to
the location of the error in the script. In the reactive debugging, and non-reactive debugging
procedures, you can insert, delete, enable, and disable breakpoints after you have opened the
script window. Information appears in the Debug pane telling you whether or not your script is
valid.
4-10
Script Management
Script Management
Four Steps
In the CRS Script Editor:
1. Validate the script
2. Save As the script to
your hard drive or Script
Repository
In the CRS Administration > Script
Management:
3. Upload script to the CRS
Repository
4. Refresh the script and
application in the CRS server
memory
Script Management
Step One: Validate
CRS Editor > Tools
>
Validate
Validation should
be successful
If not successful,
click on error
in message
window, locate and
repair
4-11
Script Management
Script Management
Step Two: Save As
CRS Editor > File >
Save As
Saves .aef file to:
PC hard drive, or
Script Repository
Save As allows
developer to see
where file is saved,
avoiding mistakes
Script Management
Steps Three & Four: Script Upload, Refresh
CRS Manage Scripts
pages
Add a Script or Upload to
repository
Refresh script when
prompted
Refresh application
when prompted
When uploading to the
Script Repository,
refresh the script
4-12
Debug
Debugging Scripts
Toolbar - Icons
Debugging will
not be covered in
this class!
2005 Cisco Systems, Inc. All rights reserved.
Break
Step
Over
Disable
Breakpoint
Clear All
Start End Insert
Breakpoint Breakpoints
Course acronym vx.x#-17
Use the Reactive Debugging procedure to debug scripts that depend on external events for their
execution. For example, the Cisco CRS script aa.aef depends on an external call event (an
incoming call) to trigger its execution.
This procedure is also the only way you can debug Voice Response Unit (VRU) scripts, by
registering for the script filename. When the call starts, the CRS Engine runs the associated
scripts normally until the system reaches the one for which you registered a reactive debugging
session. The system starts debugging the script at that point.
Use the Non-Reactive Debug procedure to debug scripts that do not require external events for
their execution (for example, scripts that derive their steps from the General or Database
palettes alone). This procedure is also useful for debugging script segments or subflows.
Note
Script debugging will not be covered in this class unless your instructor chooses to
demonstrate the procedures required.
4-13
Summary
In this lesson, the CRS Editor was discussed in great detail. In a later lesson this information
will be helpful when you create a Script of your own.
References
For additional information, refer to these resources:
The Cisco CRS Scripting and Development Series contain four volumes:
4-14
Volume 1, Getting Started with Scripts (this book), provides an overview of the Cisco CRS
and the CRS Editor Web interface.
Volume 2, Editor Step Reference, describes each individual step in the CRS Editor
palettes.
Volume 3, Expression Language Reference, provides details on working with the Cisco
CRS Expression Editor
Volume 4, Software Development Kit Guide, provides details on how to create steps and
subsystems that are not provided by the Cisco CRS Platform.
Lesson 5
Objectives
Upon completing this lesson, you will be able use the CRS Editor to create CRS workflow
scripts. This ability includes being able to meet these objectives:
Create Variables
Please Note
Use File > New or the New Script Icon from the tool bar.
5-2
The Variable window allows you to create, modify, and view the local application variables.
Use the Variable window icons to add, delete, and modify variables.
To declare a new variable, click the New Variable icon at the top of the Variable window. This
displays the New Variable window. Define a name, type, and value (optional) for the new
variable.
5-3
5-4
5-5
Right-click Set
Enterprise Call Info step
and select properties
The Set Enterprise Call Info step will be used to carry the CED information from the IPIVR
using Service Control to the ICM VRU PG. This value will be used by a CED Node in the ICM
Script Editor
5-6
5-7
Using Annotate steps is always a good idea, even for simple scripts.
Finished Layout
Finished Layout
5-8
Validate Script
Finished Layout
Validate the Script and if successful, save the Script as CollectDigits.aef on your desktop. You
will upload the script to the IP IVR in a later lesson.
5-9
Summary
In this lesson you created a simple IPIVR Script to collect digits from an inbound caller.
References
For additional information, refer to these resources:
5-10
Lesson 6
Objectives
Upon completing this lesson, you will be able to perform the initial setup of an IPIVR. This
ability includes being able to meet these objectives:
Cisco IPIVR
IPIVR
Tasks To Be Completed
Discuss the IPIVR architecture
Setup the JTAPI subsystem
Create a JTAPI Call Control Group
Setup the ICM subsystem
Manage Prompts and Scripts
Create Applications and Triggers
The Cisco IPIVR provides prompting, collecting, and queuing capability for the IPCC solution.
IPIVR does not provide call control because it is behind Cisco CallManager and under the
control of the ICM software via the Service Control Interface (SCI). When an agent becomes
available, the ICM software instructs the IPIVR to transfer the call to the selected agent phone.
The IPIVR then requests Cisco CallManager to transfer the call to the selected agent phone.
Each IPIVR server is capable of supporting up to 300 logical IPIVR ports (depending upon the
hardware server model). You can deploy multiple IPIVR servers with a single
Cisco CallManager cluster under control of IPCC.
The IPIVR has no physical telephony trunks or interfaces like a traditional IVR. The telephony
trunks are terminated at the voice gateway. Cisco CallManager provides the call processing and
switching to set up a G.711 or G.729 Real-Time Transport Protocol (RTP) stream from the
voice gateway to the IPIVR. The IPIVR communicates with Cisco CallManager via the Java
Telephony Application Programming Interface (JTAPI), and the IPIVR communicates with the
ICM via the Service Control Interface (SCI) with an IVR Peripheral Gateway.
A lower-cost licensing option of the IPIVR is called the IP Queue Manager. The IP Queue
Manager provides a subset of the IPIVR capability. The database, Java, and HTTP subsystems
are not included the IP Queue Manager software license. The IP Queue Manager provides an
integrated mechanism for prompting and collecting input from callers and for playing queuing
announcements.
6-2
Cisco IPIVR
IPIVR
IP Interactive Voice Response (IPIVR)
Multimedia IP-Enabled IVR
Voice/Data/Web
Responds or Generates:
Telephony/Voice Contacts Over IP
Email Contacts
HTTP Contacts
Features
Open Database Connectivity
Reporting, Real Time and Historical
Optional TTS and ASR
VXML Support (v2)
2005 Cisco Systems, Inc. All rights reserved.
Cisco IPIVR automates call handling by autonomously interacting with users. It also processes
user commands to facilitate command response features such as access to checking account
information or user-directed call routers. The IPIVR also performs prompt and collect
functions to obtain user data like passwords or account identification. Cisco IPIVR supports
Open Database Connectivity (ODBC) access to Microsoft Structured Query Language (SQL)
Servers, Oracle, Sybase, and IBM DB2 databases.
The IPIVR package supports the IP-QM functionality to participate in Cisco IPCC Solution. In
addition, you can also use IPIVR to extract and parse Web-based content and present the data
to customers using a telephony or HTTP interface. IPIVR also supports a real-time reporting
client, an historical reporting client, and add-on features, such as Automatic Speech
Recognition (ASR) and Text-to-Speech (TTS)
Configure IPIVR
6-3
IPIVR Subsystems
IPIVR Subsystems
Subsystems
JTAPI
ICM
Database
HTTP
Email
Cisco Media
MRCP ASR (Option)
MRCP TTS (Option)
The following are the supported subsystems in the CRS engine (when licensed for IPIVR only,
you will not see RMCM, in the list). ASR and TTS are optional and only available if a license
key enabling this functionality was applied.
6-4
JTAPI: Manages the connection between Cisco CallManager, CTI Manager and the CRA
Engine.
ICM: Manages the connection between the application server and Cisco Intelligent Contact
Manager (Cisco ICM). The ICM subsystem is only available if Cisco IPIVR is deployed
with IPIVR licensing.
Database: Handles the connections between the CRA server and the enterprise databases.
HTTP: Adds components to the CRA Engine that allow it to respond to HTTP requests.
EMail: Adds components to the CRA Engine that allow it to send e-mail
Cisco Media: Configures the Cisco Media Termination (CMT) dialog control groups. The
CMT groups are used to handle simple DTMF based dialog interactions with the customer.
MRCP Text-To-Speech: This subsystem allows a script to play back text or text
documents to callers as speech.
Repository
Repository
DC Directory lives on CallManager
Publishing Directory on CM
User, CTI Port and CTI Route Point Info
Configuration Profile
Information specific to a CRS Server
Different Info on each CRS Server
Repository Profile
Maintains Scripts and Applications
Can be shared with other CRS Servers
2005 Cisco Systems, Inc. All rights reserved.
DC Directory
The default DC Directory on the Cisco CallManager server is established as the publishing
directory. The Cisco CRS server maintains a replication directory that subscribes to the
publishing directory. This implementation ensures that directory data is consistent across the
system.
Configuration Profile
The configuration profile is used to hold the CRS engine configuration information that is
specific to a single CRS server.
Repository Profile
The repository profile is used to maintain the scripts, as well as the created applications. In
addition, the repository profile can be shared between multiple CRS servers; thus allowing
scripts and configured applications to be maintained in a central location and updated at the
same time for all servers.
The repository keeps one backup version of each script for recovery purposes. The application
designer can revert to the previous version if necessary.
The administrator may configure the location and authentication information for network
resources (that are stored in the User Preferences (LDAP) directory), using the CRS
Administration pages.
Configure IPIVR
6-5
IPIVR Architecture
CRS Architecture
Cisco
CallManager Cluster
Gateway
PSTN
Administration
via JavaCompliant
Browser
HTTP
JTAPI
Link
LDAP
Publisher
Cisco IP
Telephony
Directory
LDAP via Browser
LDAP
Subscriber
Enterprise
Databases
(Customers
SQL
Databases)
Cisco CRS
Editor
CRS Application
Server(s)
PSTN
Administration
via JavaCompliant
Browser
CM PG CG
HTTP
Enterprise
Databases
(Customers
SQL
Databases)
6-6
JTAPI
Link
LDAP
Publisher
Cisco IP
Telephony
Directory
VRU PG
Configure IPIVR
You will perform the Cisco CRS Administrator Setup. CRS has been installed for you, but
configuration has not been performed.
Initial Setup
Configure IPIVR
6-7
Activate Components
Component Activation
Activate Publisher
6-8
Activation Results
Activation Results
Server Setup Completed confirms the result of activations
Configure IPIVR
6-9
JTAPI Subsystem
The JTAPI Subsystem sends and receives call
control messages between the CRS server and the
CallManager CTI Manager
The JTAPI subsystem is the subsystem of the CRS Engine that sends and receives call-related
messages from the Cisco CallManager CTI Manager through the JTAPI client. To enable your
CRS server to handle Cisco Unified Communications requests, you will need to provision the
JTAPI subsystem.
6-10
JTAPI Subsystem
Creating JTAPI user
requires authentication
to CallManager
Window appears for
each session
accessing the
CallManager
Administrator can
continue creating
CTI Ports,
CTI Route Points
in next steps
The CRS Engine must be restarted after configuring the JTAPI Subsystem.
PARTIAL_SERVICE is a natural state in 4.x. Unless all possible components are installed and
configured, the CRS Engine will report PARTIAL_SERVICE.
Configure IPIVR
6-11
The JTAPI Call Control Group is defined as a Trunk Group in ICM configuration.
In Cisco CRS, the CTI port group creation uses a DN assignment logic that begins with the
configured starting DN trying to create as many CTI ports as specified in the CTI port group
configuration. It first checks with Cisco CallManager to verify if this DN is already taken or
assigned to an existing device (such as a phone, CTI port, etc.). If not taken, this DN is used to
create the first CTI port. The DN assignment logic then moves on to creating the next CTI port
(in that group). If the DN is already taken by another pre-existing device, this DN is skipped.
The DN assignment logic then moves to the next DN and performs the same verification
process again until it finds an available DN. When it finds the available DN, it creates the CTI
port with that DN. This continues until all CTI ports in that group are successfully created.
Note
6-12
The JTAPI Call Control Group area automatically opens in the JTAPI Configuration web
page when you first choose the JTAPI menu option from the Subsystems menu when the
JTAPI Provider is configured. If the JTAPI Provider is not configured, the JTAPI Provider
configuration page displays.
Configure IPIVR
6-13
The result of the JTAPI Call Control Group configuration can be observed using CallManager
Administration.
Observe Results
New User has been created
6-14
CTI
CTI
CTI
CTI
CTI
CTI
CTI
CTI
CTI
CTI
CTI
CTI
CTI
CTI
Port
Port
Port
Port
Port
Port
Port
Port
Port
Port
Port
Port
Port
Port
App #1
Group #1
App #2
App #7
Group #2
Group #3
Group #4
App #4
App #5
App #6
App #3
The CRS system uses JTAPI call control groups to pool together a series of CTI ports, which
the system uses to serve calls as they arrive at the CRS server. You can create multiple JTAPI
call control groups in order to share and limit the resources to be used by specific applications.
Here we show CallManager CTI Ports grouped in CRS Administration so they can be used for
incoming calls (or connections) by various CRS Script Applications. These groupings prevent a
single application from consuming all of the CTI Ports leaving other applications unable to
accept connections
Configure IPIVR
6-15
CMT Group
The Cisco Media subsystem is a subsystem of the CRS Engine. The Cisco Media subsystem
manages the CMT media resource. CMT channels are required for CRS to be able to play or
record media.
The Cisco Media subsystem uses dialog groups to organize and share resources among
applications. A dialog group is a pool of dialog channels in which each channel is used to
perform dialog interactions with a caller, during which the caller responds to automated
prompts by pressing buttons on a touch-tone phone.
To enable your CRS applications to handle simple DTMF-based dialog interactions with
customers, you will need to provision the Cisco Media subsystem to configure CMT dialog
groups.
6-16
CMT Group
Cisco Media Group #1 will be used when defining Triggers for the ICM Translation-Routing
Application
Configure IPIVR
6-17
Prompt Management
Manage Prompts
Many applications make use of pre-recorded prompts, stored as .wav files, which are played
back to callers in order to provide information and elicit caller response.
Several system-level prompt files are loaded during Cisco CRS installation. However, any file
you create needs to be made available to the CRS Engine before a CRS application can use
them. This is done through the CRS clusters Repository datastore, where the prompt, grammar,
and document files are created, stored, and updated.
The CRS Server's local disk prompt files are synchronized with the central repository during
Cisco CRS Engine startup and during run-time when the Repository datastore is modified.
6-18
Uploading Prompts
Upload a Prompt
Prompts have been provided
for you on the Desktop
You will need to upload the CollectDigits.wav file for use in the CollectDigits.aef script. This
Prompt directs the caller to enter digits using the GetDigitString Step.
Upload a Prompt
Upload the CollectDigits.wav
file to the appropriate language
folder
Configure IPIVR
6-19
Script Management
Upload Scripts
Script Management Page
Name
Language
Name
Actions
Delete
Rename
Refresh
Upload (overwrites
current script)
The Script Management option of the Applications menu of the Cisco CRS Administration web
interface contains options for managing and refreshing CRS scripts that are stored in the
repository.
Upload Scripts
The CollectDigits.aef Script has
been placed on your desktop
(earlier lab)
6-20
Script Management
Upload Scripts
Refreshing the Script
(load into memory)
When you make changes to a script, you must refresh the script in order to direct all the
applications and subsystems that use this script to reload the new version. There are two script
refresh options:
Your Cisco CRS system includes sample scripts stored as .aef files. These scripts have been
built using Cisco CRS Editor Steps, including prerecorded prompts. You can use these scripts
to create applications without performing any script development, or you can use these scripts
as models for your own customized scripts.
Note
The included scripts are bundled with the CRS system solely as samples, and are not
supported by Cisco. For more information on these sample scripts, refer to the Cisco CRS
Scripting and Development Series: Volume 1, Getting Started with Scripts.
Configure IPIVR
6-21
Translation-Routing Application
You must configure Cisco ICM translation-routing applications when the CRS server is used as
a queue point for a Cisco IPCC solution (Cisco IP Queue Manager or IPIVR) in which calls are
expected to be routed by the Cisco ICM to the CRS server.
The call attributes will be reported as part of a configured translation-route on the Cisco ICM.
Note
6-22
Before you can configure a Cisco ICM translation-routing application, you must first upload
any VRU scripts that the application will need.
Translation-Routing Application
Field Name
Description
Name
Description
ID
Enter a unique ID. This field corresponds to the service identifier of the call
reported to the Cisco ICM and configured in the Cisco ICM translation
route.
Maximum Number Of
Sessions
Enabled
Configure IPIVR
6-23
You must add JTAPI triggers to invoke Cisco applications in response to incoming contacts.
A JTAPI trigger responds to calls that arrive on a specific route point by selecting telephony
and media resources to serve the call and invoking an application script to handle the call.
6-24
Heading
You can verify your configuration using CallManager Administration. All CTI Ports and
Triggers will be associated with the IPIVR User Account.
Configure IPIVR
6-25
ICM Subsystem
ICM Subsystem
Configure the ICM Subsystem.
Service Control
TCP port 9999
The Cisco CRS system uses the ICM subsystem to communicate with Cisco ICM, which is
used by Cisco IPCC Enterprise to manage call distribution across sites and call-processing
environments. The CRS server is frequently used as part of an IPCC Enterprise solution with
Cisco ICM. In this type of installation, the Cisco ICM uses the CRS server to queue calls and
perform other functions such as collecting caller-entered digits, performing database lookups,
and playing back prompts.
Note
6-26
The ICM subsystem is available only if your system has a license installed for IP Queue
Manager or IPIVR
VRU Scripts
ICM Subsystem
ICM VRU Script Configuration
Cisco IPCC Enterprise uses VRU scripts to handle interactions with contacts. These scripts are
loaded as applications on the CRS Engine.
ICM Subsystem
BasicQ.aef will be used when Queuing calls (playing music etc.)
CollectDigits.aef will be used by the ICM Script to collect CED
from the inbound caller. These digits will be used to choose a
Skill Target
Configure IPIVR
6-27
Configuration Complete
6-28
Summary
In this lesson you performed the IPIVR Configuration required for use with IPCC Enterprise.
References
For additional information, refer to these resources:
Cisco.com
Configure IPIVR
6-29
6-30
Lesson 7
ICM Configuration
Overview
In this lesson you will use ICM Configuration Manager to Configure ICM and Peripheral
Components before installing the physical devices.
Objectives
Upon completing this lesson, you will be able to perform ICM configuration required for IPCC.
This ability includes being able to meet these objectives:
What to Configure
The following must be configured using Configure ICM:
Network VRU
Network VRU Scripts
Agent Desk Settings
IPIVR PG (VRU)
CallManager PG
Network Trunk Group and Trunk Group
Service (Generic Service for Translation Route)
Route
Skill Groups
Agent, Supervisor
Agent Team
Device Targets, Labels
Dialed Number
You will use Configuration Manager to configure ICM components before Physical component
installation. Configuration Manager will generate information required for component
installation (Logical and Peripheral Controller IDs).
What to Configure
Configuration Only
MRD/Call Type
ICM
Schedule
Script
IP IVR PG
Skill Target
CTI
Server
CM PG
Service,
Skill Groups
Route
Device/Peripheral Target
Label
Network VRU
Network VRU Scripts
Call Manager
CTI
9501
9502
8102
8103
8104
7-2
8105
Before we can use the Configuration Manager, you have to start the Sprawler Services. The
Sprawler has already been built with a Router, Logger and Distributor Admin Workstation. The
Admin Workstation is required to make changes using Configuration Manager.
ICM Configuration
7-3
Configuration Manager
Configuration Manager
Now that the Distributor is running, you can use the Configuration Manager from the Admin
Workstation program group. Double-click Configuration Manager. You will see the
Configuration Manager window.
7-4
Network VRU
A Network VRU supports the ICMs service control interface. An ICM routing script can divert
a call to a Network VRU and instruct the VRU to perform specific processing before the ICM
determines the final destination for the call.
ICM Configuration
7-5
VRU Types
7-6
Type 2
A VRU at the customer premises. Translation Route to VRU script nodes can be
used to direct the routing client to send the call to the VRU. You can then queue the
call and/or run VRU scripts.
Type 3
A VRU controlled by the routing client. Use a Send to VRU script node to direct the
routing client to send a call to the VRU. You can then queue the call and/or run
VRU scripts. Use this type (rather than Type 7) when the routing client can
automatically take back the call from the VRU when the ICM software returns a
destination. For example, BT network VRUs.
Type 5
The same as Type 6, except that the VRU requires an extra instruction from the ICM
before it makes VRU script services available to the call.
Type 6
A VRU that receives the call before a route request is sent to the ICM software. The
VRU must be programmed so that you can recognize such a request based on the
call qualifiers. You can then assume the call is already at the VRU. You can
therefore queue the call and/or run VRU scripts.
Type 7
A VRU controlled by the routing client. Use a Send to VRU script node to direct the
routing client to send a call to the VRU. You can then queue the call and run VRU
scripts. This type is the same as Type 3 except that the routing client cannot
automatically take back the call from the VRU. The ICM software automatically
instructs the VRU to release when it when it sends a route response to the routing
client. For example, CWC network VRUs.
Type 8
The same as Type 2, except that after a Type 2 VRU receives the call, a subsequent
agent selection causes the VRU to deliver the call to the appropriate ACD. With
Type 8, the original routing client is asked to deliver the call to the appropriate
ACD.
Network VRU
Network VRU
IPIVR is defined as Type 2
The Translation Route to VRU node can be used with a Type 2 VRU
ICM Configuration
7-7
The Network VRU Script refers to the Scripts defined in the ICM Subsystem of the IPIVR.
They are case sensitive and if not defined on the IPIVR will fail when called by a Run External
Script node in the ICM Script.
7-8
Configure VRU PG
You will configure a Peripheral Gateway (PG) for the IPIVR. This is done before installing the
physical component for the PG. You need some information derived from configuration, before
building the hardware PG (Physical Controller ID, Logical Controller ID etc.). You wont see
the Logical, Physical and Peripheral Controller IDs until you save the record
ICM Configuration
7-9
Device Association
7-10
In IPCC, the Network Trunk Group is merely a placeholder for a Trunk Group. Network Trunk
Groups and Trunk Groups are not required for Agent Routing, but they do need to be defined
for the purpose of Translation Routing to a VRU. Using the Translation Route to VRU Node in
an ICM Script requires you define a Network Trunk Group and Trunk Group.
Trunk Group
ICM Configuration
7-11
Configure a generic Service with a Route, Peripheral Target and Label for use by the
Translation Routes that you will configure using the Translation Route Wizard.
7-12
An Agent Desk Setting profile must be created before configuring the CallManager PG. The
default settings are adequate for the purposes of this class.
Agent Desk Settings provide a profile that specifies parameters such as whether auto-answer is
enabled, how long to wait before rerouting a call for Ring No Answer, what DN to use in the
rerouting, and whether reason codes are needed for logging out and going not-ready. Each
agent must be associated with an agent desk setting profile in the ICM configuration. A single
agent desk setting profile can be shared by many agents. 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. More information can be found using Help.
ICM Configuration
7-13
Configure CallManager PG
Call Manager PG
All agent state change requests flow from the agent desktop application through the CCM PG
to the ICM Central Controller. The ICM Central Controller monitors the agent state. The
Cisco CallManager PG keeps the agent desktop application and the IP phone in synchronization
with one another. This can be observed in the JTAPI Gateway Process later.
Call Manager PG
Select Client type: CallManager/SoftACD
7-14
Configure CallManager PG
Call Manager PG
Configure the Peripheral and Routing Client tabs
Call Manager PG
Record the information after saving the record
ICM Configuration
7-15
7-16
Skill Groups
Add the PreSales Skill Group
Skill Groups
ICM Configuration
7-17
Skill Groups
Add a PostSales Skill Group
7-18
Agents
Add an Agent as shown. Be sure to set the
password to training (lower case)
When opening Agent Explorer, the
Password field appears to be filled, but its
not
Add Orville as a member of the PreSales Skill Group and Patty to the PostSales Skill Group.
ICM Configuration
7-19
7-20
Agent Team
An Agent Team is a group of related agents associated with a single peripheral. Agent Teams
are associated with primary and zero or more secondary supervisors. A particular agent may
belong to only one agent team.
ICM Configuration
7-21
If the agent is already a supervisor of the team, an "x" is displayed in the Primary column
beside the agents name.
When configuration agent teams, you should be aware of the following rules:
7-22
A supervisor for an agent team can also be a member of that agent team
All agents belonging to an agent team and all supervisors for that agent team must be on
the same peripheral.
Device Targets
IPCC systems require that a device target be configured for each IP telephone that may be used
by an agent. ICM software uses the device target to locate the Label that will route a call to an
IPCC agent.
The correct format for the configuration parameters of a Cisco IP Phone:
/devtype ciscophone /dn XXXX (XXXX = Directory Number)
An agent is dynamically associated to a device target at the time the agent logs into a
peripheral. The agent log-in request will specify the device target, or targets, to be associated
with the agent.
The association between the agent and the device target lasts until the agent logs out of the
peripheral.
In this example you will define two labels for each Device Target. Translation Routing will be
used, therefore two routing clients. Create labels for both the CallManager and the IPIVR.
ICM Configuration
7-23
Call Type
Configure the requirements for Scripting in ICM. Create a Call Type of Sales_CT, a Dialed
Number of 7000 (CallManager as Routing client) and map the Dialed Number to the Call Type.
Dialed Number
7-24
The basic ICM configuration has been completed. You can install the related components and
build a Script to test your call flow.
ICM Configuration
7-25
Summary
In this lesson you performed the perquisite ICM/IPCC configuration required for IPCC
functionality.
References
For additional information, refer to these resources:
7-26
Lesson 8
Objectives
Upon completing this lesson, you will be able to install the ICM Components required for
IPCC Enterprise. This ability includes being able to meet these objectives:
Install VRU PG
Install CallManager PG
Install Components
Install PG1, PG2 and CG2
MRD/Call Type
Schedule
ICM
Script
Skill Target
IP IVR PG
PG2
CG2
PG1
CTI
Server
CM PG
Route
Device/Peripheral Target
Label
JTAPI Call Control Group #1
8101
Call Manager
CTI
9501
9502
8102
8103
8104
8105
The following components have already been installed in your lab environment:
Router
Logger
You have completed the ICM Configuration Required for IPCC Enterprise Component
installation. The PGs have been configured in ICM, but not installed yet. You will be installing
the following components:
8-2
VRU PG (PG1)
CallManager PG (PG2)
PG1A
Router
PIM
PG2A
PG2A: CAllManager/SoftACD PG
Logger
PIM
CG2A
AW
While installing the PGs will require configuring the PIMs using information recorded during
ICM configuration.
PIM Configuration
Sprawler
PG1A
CMIPIVR
Router
PIM
PG2A
CallManager
Logger
PIM
CG2A
AW
IP IVR
8-3
Begin Installation
Begin Setup
Click Add to install additional Components
A shortcut the ICM 7.0 release media has been place on the desktop of the Sprawler VM
Machine. Double click to open setup. You will notice that the Central Controller has been
configured for you. Click Add to open the ICM Components Selection window.
8-4
Setup VRU PG
Begin the VRU PG Setup by clicking the Peripheral Gateway
PG1A will be a VRU type PG. Select VRU from the Available Types and add to the Selected
Types area. Uncheck auto start at system startup, this will allow you to manually start and stop
the PG service
Add VRU PG
8-5
You will need the information that you recorded during ICM Configuration. The VRU PIM
uses Service Control (GED 125) that you configured in the IPIVR ICM Subsystem Setup. You
defined TCP Port 9999. The VRU host name can be the machine name or IP Address of the
IPIVR. Remove the B side entries for the PG Network Interfaces.
Continue PG Installation
Remove B side entries
8-6
Finish Setup
After finishing Setup, start the PG1A service and verify that the VRU PIM becomes active.
You will observe the settings you defined for the PIM (port 9999 etc.).
8-7
8-8
8-9
You will need to login to CallManager administration to install the plugin. https://<machine
name or IP Address>/ccmadmin. This will need to be added to trusted sites. This will also be
required when downloading and installing the JTAPI plugin.
8-10
After you have logged into the CallManager Administration screen, use Applications > Install
Plugins to access the Plugins page.
Install Plugins
8-11
8-12
8-13
8-14
A restart is required for proper operation, but you will continue on by adding the CallManager
PG. You will perform a restart upon completion of the CallManager PG Setup.
8-15
8-16
The Cisco CallManager PG extends the current Cisco ICM solution to perform the tasks of an
ACD. The CallManager PG function is actually not a single entity. It is a combination of CTI
Server, Call Router and OPC.
The CallManager PG architecture creates the abstraction of a virtual ACD. The role of the
CallManager PG PIM differs from traditional ACD PIMs. The CallManager PG PIM actually
implements the agent state machine. The CallManager PG PIM talks to a telephony device via
the CallManager. It requests telephony operations such as make a call, clear call, etc. The
CallManager PG PIM is also capable and responsible for agent skill and call service
assignments.
8-17
Setup CallManager PG
Setup the CallManager PG as PG2 side A
Setup PG2 as a CallManager PG. Be sure to select PG2 from the dropdown list. Uncheck Auto
start at system startup. Use the information you recorded during ICM Configuration to setup the
PIM. Use the figure below to configure the CallManager PIM
IP or Machine name
of CallManager
JTAPI User Account
8-18
Setup CallManager PG
Remove B side interface
definitions
Rebooting the machine will allow for proper operation of the JTAPI plugin.
Finish PG Setup
8-19
8-20
The Cisco CTI Server provides the connection to the agent's desktop application. This
application allows the agent to perform ACD functions (log in, available, wrap up, etc.) as well
as call control functions (answer, hold, transfer, release) from their desktop PC. For the IPCC, a
CTI Server is installed in conjunction with a CallManager PG. The CTI Server can be installed
on the same machine as the CallManager PG. It is important to note that in the IPCC
configuration the DMP (Device Management Protocol) number is the same as the
CallManager PG, eg. PG1a CG1a or PG2a CG2a etc.
You will be installing the Cisco CTI OS and Cisco CTI OS Desktop application in a later
lesson.
8-21
The CallManager PG
was installed as PG2,
therefore the CTI Server
will be CG2
8-22
After setup is completed, start all Services to verify proper connections and operation.
Start Services
8-23
Verify Processes
CG2A ctisvr
PG2A jtapigw
The title bar should show ACTIVE for all processes listed. If there are differences, notify
your instructor.
8-24
Summary
In this lesson you performed the Component setup required for IPCC Enterprise.
References
For additional information, refer to these resources:
8-25
8-26
Lesson 9
Objectives
Upon completing this lesson, you will be able to install Cisco CTIOS and CTIOS Desktops.
This ability includes being able to meet these objectives:
Cisco CTIOS
Cisco CTI OS
This represents the IPCC environment, It will differ somewhat
in the tradition ACD role.
Note: In this design the CTI Server and CM PG are co-resident
ICM
Cisco CTI OS
CallManager
Cisco IP Phones
CM PG / CTI Server
2005 Cisco Systems, Inc. All rights reserved.
The Computer Telephony Integration Object Server (CTIOS) is Ciscos next generation
customer contact integration platform. CTIOS combines a powerful, feature-rich server and an
object-oriented software development toolkit to enable rapid development and deployment of
complex CTI applications. Together with the Cisco CTI Server Interface, CTIOS Server and
the CTIOS Client Interface Library (CIL), create a high performance, scalable, fault-tolerant
three-tiered CTI architecture.
CTI is the integration of the communications media (that is, phone, e-mail, or Web) with the
customer service platform (that is, customer databases, transaction processing systems, or CRM
(customer relationship management) software packages).
Integrating communications media with the customer service platform helps agents to service
customers better and faster in two ways. First, it enables the agent to leverage the information
and events provided by the media to direct his workflow. Second, it increases the depth and
breadth of customer information presented to the agent when the customers contact arrives at
the workstation.
9-2
Install CTIOS
Install CTIOS
A shortcut to the Cisco CTIOS Server setup has been placed on you desktop. Start setup and
add the Instance. The instance is the instance defined in ICM.
Add Instance
The ICM Instance must be added before installing CTI OS
9-3
Highlight the instance and add the CTIOS Server. The name will default to CTIOS1. Use the
information that you recorded in earlier lessons to configure the CTI Server information and
Peripheral identifier. An entry is required for system B or it will fail. Use something Unique.
9-4
9-5
Finish Installation
9-6
Cisco Toolkit Desktops are custom built agent desktop applications built with the Cisco CTI
toolkit. The Cisco CTI toolkit is a software development toolkit used to develop agent desktop
applications that interact with the CTI Object Server (CTIOS) or adding agent state controls
and call controls to existing desktop applications.
The sample Cisco CTI Toolkit Agent Desktop provides an interface that enables agents to
perform telephony call control and agent state control and allows call data to be presented to
the agent.
9-7
Agent State
9-8
Call Control
9-9
A shortcut to the CTIOS Client setup has been placed on your desktop. Start setup, accept the
agreement and select Drive C.
9-10
Check the Agent and Supervisor Desktop components. If you are interested in the Tools, go
ahead in install those as well. When arriving at the CTIOS Server Information window, enter
the name or IP Address of the Server A and leave the Port as the select value (Listen Port).
9-11
For more information CTIOS Client Security, refer to the CTIOS System Managers Guide for
Cisco ICM/IPCC Enterprise Release 7.0(0). Finish the installation allowing setup to restart the
machine.
9-12
Verify the ctios server process. Locate Cisco Systems CTI Toolkit from Start > Programs.
9-13
Agent Login
Login your Agent and make ready. Observe the Status bar.
9-14
Agent Login
9-15
Supervisor Login
You are now ready to build a Routing Script using the ICM Script Editor and test your Call
flows.
9-16
Summary
In this lesson you installed the CTIOS Server and CTI Toolkit Agent and Supervisor Desktop.
References
For additional information, refer to these resources:
CTIOS System Managers Guide for Cisco ICM/IPCC Enterprise Release 7.0(0)
9-17
9-18
Lesson 10
Objectives
Upon completing this lesson, you will be able to create a Translation Route using a
CallManager as the Routing Client.
Translation Routes
In an earlier lesson, you configured an ICM
Translation Route Application with associated
Triggers on the IPIVR. In this lesson you will use the
Translation Route Wizard to create Translation
Routes to be used by the Translation Route to VRU
Node in an ICM Routing Script.
Your Instructor may revisit the Call Flows to review
the Translation Routing Behaviors in an ICM Routing
Script
When the CRS server is used as a queue point or to provide additional call treatment for a
Cisco IPCC solution in which calls are expected to be routed by the ICM to the CRS server,
you must configure ICM translation-routing applications. Each instance of ICM Translation
Routing requires its own unique CTI port group (Peripheral Trunk Group).
10-2
You will use the Translation Route Wizard to create the Translation Route. The first screen is
the introduction window. It tells the user about the required configuration entries that must be
completed before you start
Peripheral Gateway
This will be the destination Routing Client. The Routing Client that the caller will be
directed to.
Routing Clients
The originating and destination Routing Clients must both be actual Routing Clients
configured in ICM (CallManager and IPIVR)
In a Post Routing scenario, the Peripheral Gateway would be the originating routing client.
The Routing Client that will be issuing the route request
10-3
Create New
IPCC_TransRoute
10-4
This is a Single peripheral, single routing client configuration. The peripheral and service are
the IPIVR and the (generic) IPIVR TransRoute.SVC. This indicates the final target for the
Translation Route.
10-5
CallManager is the Post Routing Client. The Network Trunk Group is the Carriers view of the
trunks. Since this is post routing, it is the pointer to the Trunk Group (JTAPI Group #1)
Peripheral #1.
10-6
In an earlier lesson, you created three JTAPI Triggers on the IPVR for the ICM Translation
Routing Application. Use the Wizard to create the DNIS range. Add DNIS range 7001 7003.
10-7
You will be returned to the Configure DNIS step, observe the results. Set suffix = DNIS and
include DNIS string as is (nothing additional).
10-8
The Labels have been configured. The route response to the CallManager will be 7001 7003
which equate to Triggers defined on the IPIVR configured to run the ICM Translation Routing
Application. Click Next and Create translation route.
10-9
10-10
10-11
Summary
In this lesson you used the Translation Route Wizard to create the Translation routes required
for Post Routing from the CallManager
References
For additional information, refer to these resources:
10-12
Lesson 11
Objectives
Upon completing this lesson, you will have tested you Call Flows. This ability includes being
able to meet these objectives:
Use various scenarios to test you Call Flows using physical devices
IPIVR
Prompt for Digit
CollectDigits.aef
No
No
Yes
CED 1 ?
End
CED 2 ?
No
Yes
Yes
End
Agent
Available ?
LAA
No
BasicQ.aef
Yes
Pre Sales.SG
Agent
Available ?
LAA
No
BasicQ.aef
Yes
PostSales.SG
You will create an ICM Routing Script to enforce the Call Flow shown above.
11-2
If agent is available, select LAA and return Label indicating Device Target
Set the properties for the Translation Route to VRU Node using the generic Service created in
an earlier lesson. Use the IPCC_TransRoute Translation Route and Select Min Value Of = 1
(will always equal true).
11-3
11-4
Select the appropriate Skill Group for the Queue to Skill Group Nodes
Set the Appropriate VRU Script for the Run External Script Nodes
11-5
11-6
Schedule the Script and use Call Tracer to test the routing logic of your Routing Script.
11-7
No Agent available,
Queue to Skill Group
11-8
11-9
Summary
In this lesson you created a Routing Script to test your configuration and routing logic.
References
For additional information, refer to these resources:
11-10