For JTAPI communications to occur between Unified Communications Manager and external applications such as Unified CCE and Unified IP IVR, configure a JTAPI user ID and password with Unified Communications Manager. When the Unified Communications Manager PIM or Unified IP IVR starts, they use the JTAPI user ID and password to sign in to the cluster. The Unified Communications Manager PIM or Unified IP IVR application sign-in process establishes JTAPI communications between the cluster and the application. Each Unified IP IVR server requires a separate JTAPI user ID. A Unified CCE deployment with one cluster and two Unified IP IVRs requires three JTAPI user IDs: one for Unified CCE and two for the two Unified IP IVRs. Use one PG user for each PG pair.
The Unified Communications software includes a module called the CTI Manager. The CTI Manager communicates through JTAPI to applications such as Unified CCE and Unified IP IVR. Every subscriber within a cluster can execute an instance of the CTI Manager process. But, the Unified Communications Manager PIM on the Agent PG communicates with only one CTI Manager (and thus one node) in the cluster. The CTI Manager process passes CTI messages to and from other nodes within the cluster.
For example, a deployment uses to subscriber 1 to connect to a Voice Gateway (VG) and uses subscriber 2 to communicate with Unified CCE through the CTI Manager. When a call for the contact center arrives at the VG, subscriber 1 sends an intra-cluster message to subscriber 2. Subscriber 2 sends a route request to Unified CCE to determine how to route the call.
Each Unified IP IVR also communicates with only one CTI Manager within the cluster. The PIM and the two Unified IP IVRs from the example can communicate with different CTI Managers or they can all communicate with the same CTI Manager. However, they each use a different user ID. The user ID is how the CTI Manager tracks the different applications.
When the PIM is redundant, only one side is active and in communication with the cluster. The PIM on Agent PG A communicates with the CTI Manager on another subscriber. Unified IP IVR is not deployed in redundant pairs. But, if its primary CTI Manager is out of service, Unified IP IVR can fail over to another CTI Manager within the cluster.
The JTAPI communications between the cluster and Unified CCE include three distinct types of messaging:
A typical Unified CCE call includes all three types of JTAPI communications within a few seconds. When a new call arrives, Unified Communications Manager requests routing instructions from Unified CCE. For example, when a subscriber receives the routing response from Unified CCE, the subscriber sends the call to an agent phone. The subscriber notifies Unified CCE that the phone is ringing. That notification enables the answer button on the agent desktop. When the agent clicks the answer button, Unified CCE instructs the subscriber to make the phone go off-hook and answer the call. In order for the routing control communication to occur, subscriber needs a CTI Route Point. You associate a CTI Route Point with a specific JTAPI user ID. Through this association, the subscriber knows which application provides routing control for that CTI Route Point. Dialed Numbers (DNs) are then associated with the CTI Route Point. Then, the subscriber can generate a route request to Unified CCE when a new call to that DN arrives.
You cannot use the DN for a CTI Route Point on a different CTI Route Point in another partition. Ensure that DNs are unique across all CTI Route Points on all partitions.
To monitor and control the phones, associate the phones with a JTAPI user ID in Unified Communications Manager. When you use Extension Mobility or Extension Mobility Cross Cluster, you can associate an Extension Mobility device profile instead. In a Unified CCE environment, you associate the IP phones or the corresponding Extension Mobility device profiles with Unified CCE JTAPI user IDs. When an agent desktop signs in, the PIM requests a subscriber to allow the PIM to begin monitoring and controlling that phone. Until the agent signs in, the subscriber does not allow Unified CCE to monitor or control that phone. If the device or the corresponding Extension Mobility device profile is not associated with a Unified CCE JTAPI user ID, then the agent sign-in request fails.
Using Extension Mobility Cross Cluster (EMCC), when a Unified CCE PIM phone registers to the local cluster after Extension Mobility sign in, the phone looks like an agent situated across a WAN. The Unified CCE peripheral manages the agent devices based on the Extension Mobility profile rather than on a phone device in the Application User on the cluster. For more information, see the Cisco Collaboration System
Solution Reference Network Designs at http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html.
You can associate Extension Mobility devices using two methods; either by device or by user profile. Associate the Extension Mobility profile to the CCE Application User on Unified Communications Manager.
Configuring the EM Profile, instead of the device, provides more flexibility in which phones agents can use in the call center. Configuring the phone device limits which devices the agents can use. The option that you use in a contact center depends on the customer business case.
Because Unified IP IVR also communicates with the cluster using the JTAPI protocol, the same three types of communications also occur with Unified IP IVR. Unlike Unified CCE, the Unified IP IVR provides both the application itself and the devices being monitored and controlled.
The devices that Unified CCE monitors and controls are the physical phones. The Unified IP IVR does not have physical ports like a traditional VRU. Unified IP IVR ports are logical ports called CTI Ports. For each CTI Port on Unified IP IVR, there needs to be a CTI Port device defined in Unified Communications Manager.
Unlike a traditional PBX or telephony switch, Unified Communications Manager does not select the Unified IP IVR port to which it sends the call. When a call is made to a DN that is associated through a CTI Route Point with a Unified IP IVR JTAPI user, the subscriber asks the Unified IP IVR which CTI Port handles the call. If Unified IP IVR has an available CTI Port, Unified IP IVR responds to the routing control request with the device identifier of the CTI Port to handle that call.
SIP sends Dual Tone Multi-Frequency (DTMF) digits, however Unified IP IVR and Unified Communications Manager only support out-of-band DTMF digits. JTAPI messages from the cluster notify Unified IP IVR of caller-entered DTMF digits. The cluster uses an MTP resource to convert in-band signaling to out-of-band signaling. CTI ports only support out-of-band DTMF digits. If your deployment includes SIP phones or gateways, provision sufficient MTP resources to support the conversion. The Mobile Agent feature also requires extra MTP resources for this conversion.
The following scenarios are examples of Unified IP IVR device and call control. When an available CTI Port is allocated to the call, a Unified IP IVR workflow starts within Unified IP IVR. When the workflow executes the accept step, a JTAPI message is sent to the subscriber to answer the call for that CTI Port. When the Unified IP IVR workflow wants the call transferred or released, the workflow again instructs the subscriber on what to do with that call.
When a caller releases the call while interacting with the Unified IP IVR, the VG detects the caller release. The VG notifies the subscriber with the Media Gateway Control Protocol (MGCP), which then notifies the Unified IP IVR with JTAPI. When the VG detects DTMF tones, the VG notifies the subscriber through H.245 or MGCP, which then notifies the Unified IP IVR through JTAPI.
In order for the CTI Port device control and monitoring to occur, associate the CTI Port devices on Unified Communications Manager with the appropriate Unified IP IVR JTAPI user ID. If you have two 150-port Unified IP IVRs, you have 300 CTI ports. Associate half of the CTI ports with JTAPI user Unified IP IVR 1, and associate the other half of the CTI ports with JTAPI user Unified IP IVR 2.
While you can configure Unified Communications Manager to route calls to Unified IP IVRs on its own, Unified CCE routes calls to the Unified IP IVRs in a Unified CCE environment (even if you have only one Unified IP IVR and all calls require an initial VRU treatment). Doing so ensures proper Unified CCE reporting. For deployments with multiple Unified IP IVRs, this routing practice also allows Unified CCE to load-balance calls across the multiple Unified IP IVRs.