The Unified CCE Gateway PG allows either a site Unified CCE system, or a
Cisco Unified Contact Center Express (Unified CCX) system,
to connect to a Unified ICM. The Unified ICM parent views either as an
Figure 1. IPCC Gateway PG
For Unified CCE, this is important because it allows a "parent" Unified ICM
to monitor and send calls to a "child" Unified CCE system. Previous to the
Unified CCE Gateway feature, monitoring this using intelligent (PG based) routing
was not possible. This allows better scaling, resiliency, and simpler, more
standardized scripting across sites.
The Unified CCE Gateway PG looks to the Unified ICM like any other PG, it does not
look like the Unified CCE. It has two different Peripheral types to allow
connection to either a "child" Unified CCE system, or a Unified CCX system.
These are listed as "Unified CCE Gateway" and "Unified CCX Gateway"
respectively in the setup screen for the PG. The Gateway PG does not support
third-party call control (CTI) so that all agent desktops, etc. are
connected to the child Unified CCE system, or Unified CCX system. The link
supports voice only. The child system may support multi-media but the Unified
ICM only routes voice calls to the child.
Object tracking is accomplished the same as on all legacy PIMs, through
matching Peripheral Numbers on the agent, skill group, and service table.
Routing to the child is to peripheral targets (skill groups/services) as
with all legacy TDMs, in contrast to theUnified CCE. All normal TDM
functionality is supported: Pre-Routing, Pre-Routing with Translation
routing, post routing, etc. Third-party call control is the only exception.
Full variable passing is done between the parent and child (you can
send/receive call variables 1-10 and ECC variables).
Scripting is consistent with traditional PGs, not Unified CCE. Scripts use
LAA, MED, target services, and skill groups; but not agents.
NCT is not supported with either the Express or Enterprise Gateway. This
is due to the CTI control being on the ACD (Child) rather than on Unified