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Configuration Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.0(1)

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Book Title

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.0(1)

Chapter Title

Routing Clients

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Updated:
October 12, 2015

Chapter: Routing Clients

Routing Clients

This chapter describes how to set up routing clients for Unified Intelligent Contact Management (Unified ICM) and directly related elements.

It includes:

  • An introduction to the Routing Client subsystem

  • Instructions on how to view, delete, modify, and define:

    • Network Interface Controllers (NICs)

    • Routing clients

    • Dialed numbers

The Routing Client Subsystem

A routing client is an entity that sends route requests to the system software.

A routing client can be:

  • A public network interexchange carrier (IXC), such as AT&T, BT, MCI, or Sprint

  • A private network peripheral, such as an Aspect automatic call distribution (ACD)

    The following figure shows the elements of the routing client subsystem.

Figure 1. Routing Client Subsystem



Interface Controllers

Each routing client must be associated with an interface controller. An interface controller operates on two levels: physical and logical. A physical device is a single instance of a device. A logical device is either a single physical device or more than one physical device running duplexed.

A physical interface controller can be a:

  • Network Interface Controller (NIC). An NIC communicates directly with the IXC's signaling network, reading call routing requests from the network and transferring them to the Central Controller. This chapter describes how to set up a NIC.

  • Peripheral Gateway (PG). A PG communicates with the ACD, PBX, or VRU at a contact center, monitoring status information from the peripheral and sending it to the Central Controller. The PG can also act as a routing client, sending routing requests to Unified ICM software.

Related Information
Peripherals and Trunk Groups

Routing Client Subsystems Examples

You can associate more than one routing client with a single logical interface controller. For example, if a Unified ICM NIC is serving two AT&T Intelligent Call Processing (ICP) subsystems, as shown in the following figure, you can define each as a separate routing client through the single logical interface controller.

Figure 2. Two Clients / One Logical Interface Controller



On the other hand, if you have two ACDs performing private network routing through two different peripheral gateways (PG), as shown in the following figure, you must define each as a routing client because each Peripheral Gateway is a separate logical interface controller.

Figure 3. Two Clients / Two Logical Interface Controllers



NIC Configuration

Use the NIC Explorer to view, define, modify, or delete NIC information and its associated routing client information.

The NIC is the computer and process within Unified ICM software that reads call routing requests from the network and transfers them to the Central Controller. It consists of a logical interface controller and one or two physical interface controllers. The number of physical interface controllers permitted depends on the client type.

The NIC Explorer generates records that set up a logical interface controller, one or more physical interface controllers, and one or more routing clients.

View NIC and Routing Clients

To view a NIC and its routing clients, follow these steps:

Procedure
    Step 1   From the Configuration Manager menu, select Tools > Explorer Tools > NIC Explorer.

    The NIC Explorer window appears.

    Step 2   In the Select filter data box, select the filters you want.
    Step 3   Click Retrieve. The names of retrieved NICs are listed in the tree list box.
    Step 4   In the tree list box, select the NIC whose records you want to view. The configuration information displays in the fields on the right.
    Step 5   To view a routing client record, in the tree list box, expand the tree branch for the selected NIC and select the routing client icon.

    The routing client configuration information displays in the window on the right.

    Related References
    NIC Explorer Tab Descriptions
    Related Information
    Routing Client Tab

    NIC Explorer Tab Descriptions

    The following tables describe the tabbed property fields and buttons that configure a NIC and its routing clients.

    Logical Interface Controller Tab

    The Logical Interface Controller tab allows you to view (and define or edit, if you have maintenance access) the properties of the selected logical interface controller.

    Table 1 Logical Interface Controller Tab Field Descriptions

    Field/Button

    Description

    Controller ID (required)

    A unique identifier for the NIC's logical controller. This is a read-only field. When you create a new NIC, the system places UNASSIGNED in this field and automatically creates an ID when you save your edits.

    Name (required)

    The enterprise name for the NIC's logical controller. This name also identifies the NIC and must be unique for all logical controllers in the enterprise.

    Client Type (required)

    The type of routing client serviced by the NIC. For example, Lucent, MCI, Sprint, and so on. When defining a new NIC, select one from the pop-up selection box.

    Selecting a type of routing client automatically places that type's default values in the Routing Client's Timeout Threshold, Late Threshold, Timeout Limit, Use DN/Label Map, and Client Type fields.

    Configuration Parameter

    A string containing information such as logon information, specific to the interface controller device. For example:

    -rtuser UserName -rtpswd Password.

    Description

    Additional information about the Logical interface controller.

    Add Physical Interface Controller

    Click this button to add one or more physical interface controllers.

    This button is disabled when there is no client type, as in a new NIC record, or when the NIC node reaches its upper limit of Physical Interface Controllers.

    Physical Interface Controller Tab

    The Physical Interface Controller tab allows you to view (and define or edit, if you have maintenance access) the properties of the selected NIC's physical interface controllers.

    Table 2 Physical Interface Controller Tab Descriptions

    Field/Button

    Description

    Associated Physical Interface Controllers

    A duplexed NIC has two entries in the Physical Interface Controller table and a single entry in the Logical Interface Controller table.

    ID

    A unique identifier for the NIC's associated physical interface controller. This is a read-only field. When you create a new NIC, the system places UNASSIGNED in this field and automatically creates an ID when you save your edits.

    Name

    The enterprise name of the routing client associated with the NIC. This name must be unique for all physical controllers in the enterprise.

    Description

    Any other information about the physical interface controller.

    Modify

    To edit the name or description of the physical interface controller, click this button. In the Physical Interface Controller dialog enter your edits and click OK.

    New

    To enter a record for a new associated physical interface controller, click this button and in the Physical Interface Controller dialog, enter its enterprise name and click OK.

    The system assigns an ID to the controller when you save it to the database. The NIC can represent multiple physical devices. The limit is different for different client types. Refer to the Pre-installation Planning Guide for Cisco Unified ICM for more information.

    Delete

    Deletes the selected physical interface controller.

    Routing Client Tab

    The Routing Client tab allows you to view (and define or edit, if you have maintenance access) the properties of the selected routing client. The routing client is the entity that sends routing requests to the system software.

    Table 3 Routing Client Tab Descriptions

    Field

    Description

    Name (required)

    The enterprise name of the routing client associated with the NIC. You can have more than one routing client associated with a NIC. Typically, each routing client maps to a subsystem within the ICX network.

    Timeout threshold (required)

    The maximum time, in milliseconds, that the routing client can wait for a response to a routing request. The NIC sends a default response slightly before this threshold.

    Late threshold (required)

    A threshold value, in milliseconds, for classifying responses as late. Any response that exceeds this threshold is considered late even if it does not exceed the Timeout Threshold.

    Timeout limit (required)

    The maximum time, in seconds, that the routing client waits for a response. This is the maximum time the routing client will tolerate consecutive response timeouts before it stops sending requests to the system software.

    Default call type

    An enterprise name for the call type. Initially, you can leave this field blank. For information on this field, refer to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

    Configuration parameters

    A string containing any initialization parameters that must be passed to the routing client. For a public network, this might include the subsystem number. A null value indicates no configuration parameters are provided.

    Use DN/Label map

    Indicates whether the Dialed Number (DN) Label table is used to determine which labels are valid for each dialed number. If not, all labels for the routing client are valid for all dialed numbers.

    Client type (required)

    The type of routing client that ultimately routes the call on the requesting Unified ICM system.

    This field is enabled only for the routing client associated with an intelligent network call routing protocol (INCRP) NIC. In all other cases, it is the same as the logical interface controller's client type.

    Description

    Additional information about the routing client.

    Network routing client

    A name used to associate routing clients across instances.

    Default Media Routing Domain

    (selection list) The MRD associated with the routing client.

    Congestion Treatment Mode

    This field sets the congestion treatment mode for routing clients. The default value is 0 when you add a new routing client.

    The congestion treatment mode definitions are as follows:

    • 0 - Use Congestion Control settings.

    • 1 - Use Dialed Number (DN) as default label for call treatment.

    • 2 - Use routing client as default label for call treatment.

    • 3 - Use global user-defined label for call treatment.

      Note   

      To configure a user-defined label, use the Congestion Setting Configuration tool.

    • 4 - Dialog fail with an appropriate error code.

    • 5 - Release message to the routing client.

    Default Label

    Indicates the default label for the routing client to treat the call when the system is congested. Also see the following sections: Stentor NIC and Gate Keeper (GK) NIC.

    Gate Keeper (GK) NIC

    If you specify GK NIC as the type of routing client, the NIC Explorer automatically creates two labels that are associated with the new routing client.

    The following two fields are dimmed:

    • Congestion Treatment Mode (with default value as 4: to treat the calls on congestion with Dialog Fail)

    • Default Label (will be empty)

    When a GK NIC routing client record is deleted, the preceding labels associated with the routing client are also deleted.

    Related References
    NIC Explorer Tab Descriptions
    Related Information
    Routing a Call

    Modify NIC and Routing Clients

    To modify a NIC and or its routing clients, follow these steps:

    Procedure
      Step 1   Follow the steps for viewing a NIC.

      The selected NIC's configuration information displays in the fields on the right.

      Step 2   Edit the configuration information.

      You can modify all fields in the Logical Controller, Physical Controller, and Router Client tabs that are not dimmed.

      When you make a modification, the Changed icon appears next to the edited item (NIC or routing client) in the tree list box.

      Step 3   Click Save.

      The modified data in the Unified ICM database is saved and the Changed icon is removed from the display in the tree list box.

      Related Tasks
      View NIC and Routing Clients
      Related References
      NIC Explorer Tab Descriptions

      Define NIC

      To define a NIC, follow these steps:

      Procedure
        Step 1   From the Configuration Manager menu, select Tools > Explorer Tools > NIC Explorer. The NIC Explorer window appears.
        Step 2   In the Select filter data box, click Retrieve. This enables the Add NIC button.
        Step 3   Click Add NIC. A new NIC and its routing client display in the tree list box. Next to each is a To Be Inserted icon .

        On the right of the tree list box, tabbed fields also display for the new NIC's and routing client's configuration information.

        Step 4   Fill in the tabbed fields.
        Step 5   If desired, set security settings on the records.
        Step 6   Click Save. The newly defined NIC is saved in the database and the To Be Inserted icon is removed from the tree list box.
        Related References
        NIC Explorer Tab Descriptions
        Related Information
        Configuration Manager

        Define Routing Client

        To define a routing client, follow these steps:

        Procedure
          Step 1   Follow the steps for viewing a NIC. The selected NIC's configuration information displays in the fields on the right.
          Step 2   In the tree list box, select the NIC to which you want to add a routing client. This enables the Add Routing Client button.
          Step 3   Click Add Routing Client. A new routing client icon appears under the selected NIC in the tree list box and a new Routing Client tab appears in the window on the right.
          Step 4   Enter the needed routing client configuration information in the fields on the right.
          Step 5   If desired, set security settings on the records.
          Step 6   Click Save.
          Related Tasks
          View NIC and Routing Clients
          Apply Security Settings
          Related Information
          Routing Client Tab

          Sprint Routing Clients

          If you specify Sprint as the type of routing client, the NIC Explorer automatically generates some additional records:

          • An announcement named NPA_Blocked_Recording (if it does not already exist).

          • A label named @NPA Blocked Recording associated with the generated routing client. The label type is Normal and the target is the NPA_Blocked_Recording announcement.

          • A label named @Slow Busy associated with the generated routing client. The label type is Busy.

          These records provide support for Sprint's network path assessment (NPA) Blocked Recording feature and for returning a busy signal to the caller.

          CRSP routing clients

          If you specify a call routing service protocol (CRSP) as the type of routing client, two labels are automatically created by the NIC Explorer and are associated with the new routing client:

          • "ringForever" with a label type of 3 (ring)

          • "busyForever" with a label type of 2 (busy)

          When a CRSP routing client record is deleted, the preceding labels associated with the routing client are also deleted.

          Delete NIC

          Follow these steps to delete a NIC:

          Procedure
            Step 1   Follow the steps for viewing a NIC.

            The selected NIC's configuration information displays in the fields on the right.

            Step 2   In the tree list box, select the NIC whose records you want to delete.
            Step 3   Click Delete. This places a Marked for Deletion icon next to the NIC in the tree list box. This also toggles the Delete button to Undelete.

            To undelete a NIC marked for deletion, select it in the tree list box and click Undelete.

            Step 4   Click Save.

            This deletes from the database the NIC marked for deletion and removes it from the tree list box. After you do this, you cannot undelete the NIC.

            Related Tasks
            View NIC and Routing Clients

            Dialed Number/Script Selectors

            After you have set up a routing client, you need to define the dialed number/script selectors serviced by it. A dialed number/script selector can represent an actual number dialed by a caller or any string passed by a routing client to indicate the number dialed.

            The Configuration Manager's Dialed Number/Script Selector List tool allows you to list the dialed number/script selectors currently defined in the Unified ICM database, to define new ones, and to view, edit, or delete the records of existing ones. The following instructions show you how to configure individual dialed number/script selectors. For configuring multiple dialed number/script selectors at a time, see Peripherals and Trunk Groups.

            Dialed Number/Script Selector List Tab Descriptions

            Manage Dialed Number/Script Selectors


            Note
            Dialed Numbers on the Child Central Controller contains an example of how to configure dialed numbers on a child deployment.

            Follow the steps below to view, define, delete, or modify dialed number/script selectors:

            Procedure
              Step 1   From within the Configuration Manager menu, select Tools > List Tools > Dialed Number/Script Selector List. The Dialed Number/Script Selector List window appears.
              Step 2   In the Select filter data area, select the Routing client and Customer associated with the dialed number/script selector.
              Note   

              Once you have saved a Dialed Number record to the Unified ICM database, you cannot update the Routing Client field.

              If you are viewing or modifying a previously created record and you want to limit the number of records retrieved from the database, also select one of the optional filters.

              Step 3   Click Retrieve. This enables the Add button and displays a list of the retrieved dialed number/script selectors.

              The properties of the dialed number/script selector selected in the Dialed Number/Script Selector list box on the left side of the window are displayed in the property tabs on the right side of the window:

              The following properties are displayed:

              • The Attributes tab allows you to view and (if you have maintenance access) to define, edit, or delete the attributes of the selected dialed number/script selector. Attributes with an asterisk are required.

              • The Dialed Number Label tab allows you to map labels (in addition to a default label) to the selected dialed number/script selector.

              Step 4   This step depends on what you want to do:

              • To add a new dialed number/script selector, click Add and enter the appropriate values in the tabbed property fields on the right side of the window.

              • To delete a dialed number/script selector, select that number in the Dialed Number/Script Selector list box and click Delete.

              • To edit a dialed number/script selector, select that number in the Dialed Number/Script Selector list box and edit the appropriate values in the tabbed property fields on the right side of the window.

              Step 5   Click Save to enter any edits into the database.

              The dialog closes, and for a new dialed number/script selector, the Unified ICM database manager automatically generates a unique Dialed Number ID for the routing client.

              Related Information
              Attributes Tab
              Dialed Number Label tab

              Dialed Numbers on the Child Central Controller

              Access the Configuration Manager on the Child Administration & Data Server to configure dialed numbers.

              Configure Dialed Numbers on the Child Central Controller

              To configure dialed numbers on the Child Central Controller with the Configuration Manager Dialed Number/Script Selector List Tool:

              Procedure
                Step 1   Start the Dialed Number/Script Selector List Tool.
                Step 2   On the Main window of the Dialed Number/Script Selector List Tool, click Retrieve.
                Step 3   Click Add.

                The Dialed Number Attributes tab appears.

                Step 4   Select IPCC_RC as the Routing Client.
                Step 5   Select Cisco_Voice for the Media Routing Domain.
                Step 6   Set the Dialed Number String/Script Selector to 2500 (the route point set up on the Unified CM.
                Step 7   Set IPCC_RC_2500 as the Name, then select bh03 as the Customer setting.
                Step 8   Check Permit Application Routing on the route points controlled by the Parent (the Post route points and the Translation route points).

                This provides the link between the Parent and the Child. It gives the Parent visibility to the Dialed Number so it can handle it.

                Step 9   Click Save.

                The dialed number appears in the tree list.

                Step 10   Repeat this to add two more dialed numbers (one for each skill group).

                When complete, you have the following DNs:

                • 2500

                  • Connects to all of the skill groups.

                  • Named IPCC_RC_2500.

                • 2501

                  • Connects to SG01.

                  • Named IPCC_RC_2501.

                • 2502

                  • Connects to SG02.

                  • Named IPCC_RC_2502.

                Step 11   Click Save, then Close to exit the Skill Group Explorer Tool.

                Dialed Number/Script Selector List Tab Descriptions

                The following tables describe the tabbed property fields and buttons that configure a dialed number record.

                Attributes Tab

                Allows you to view and (if you have maintenance access) to define, edit, or delete the attributes of the dialed number/script selector.

                Attributes with an asterisk are required.

                Table 4 Dialed Number/Script Selector Attributes Tab Descriptions

                Attribute

                Description

                Routing Client (required)

                (selection list) The enterprise name of the routing client associated with this dialed number/script selector. Once you select a routing client and save to the database, this field becomes read only.

                Dialed number/script selector string (required)

                The string value by which the routing client identifies this dialed number/script selector. This must be the value the routing client passes to the system software for calls to this number. For example: 8005551212.

                Name (required)

                The enterprise name for the dialed number/script selector. This name must be unique among all dialed number/script selectors in the system.

                Media routing domain (required)

                (selection list) The media routing domain associated with the selected dialed number/script selector.

                Customer

                (optional) (selection list) The customer associated with the dialed number/script selector.

                Default label

                (optional) (selection list) The name of the default label for this dialed number/script selector. The label must have been previously defined for it to be in the selection list.

                Note   

                Use the Configuration Manager's Label List tool to define labels.

                If the system software fails to determine a target for the call within the routing client's timeout threshold, the default label for the dialed number/script selector is used.

                Description

                (optional) Additional description for the dialed number/script selector.

                Permit Application Routing

                Check this box to allow Application Routing. Indicates if remote routing is permitted on this dialed number's script selector.

                Reserved by IVR

                Enabled when a Type 9 is selected in the Network VRU tab.

                Dialed Number Mapping tab

                Allows you to view the call types that are mapped to the selected dialed number/script selector and to add, edit, or remove call-type mappings.

                A call type is a classification for incoming calls. The call type determines which routing script is executed to find a destination for the call. A call type maps to specific combinations of dialed number (DN), calling line ID (CLID), and caller-entered digits (CED).

                You can create as many different mappings for each call type as you want.

                Table 5 Dialed Number Mapping Tab Descriptions

                Column/ button

                Description

                CLID/App String 1

                The string value by which the routing client identifies the Calling Line ID.

                CED/AppString 2

                The string value by which the routing client identifies the caller-entered-digits.

                Call Type

                Name of the call type to map to the selected dialed number/script selector.

                Add

                Allows selection of Application Strings and the Call Type. Click Add, and then in the Dialed Number Map Entry dialog, select any of the radio buttons for:

                Application String 1

                • All - To Make All CLID Values Valid.

                • None - To indicate no caller-entered digits are required and/or are entered for the call type.

                • Prefix String 1 - Enter the prefix characters.

                • Match String 1 -Enter a string.

                Application String 2

                • All - To Make All CLID Values Valid.

                • None - To indicate no caller-entered digits are required and/or are entered for the call type.

                • Match String 2 - Enter a string.

                Call Type

                • Choose a call type from the drop-down list.

                Edit

                Use this to edit the mapped entry.

                Remove

                Removes the entry.

                Up/ Down

                Allows sorting of the Call Type order.

                Dialed Number Label tab

                Allows you to view, add, or remove the mapping of labels to the selected dialed number/script selector. These are additional to the default label assigned in the Attributes tab.

                Table 6 Dialed Number Label Tab Descriptions

                Column/Button

                Description

                Name

                This list contains all the labels currently assigned to the selected dialed number/script selector.

                Description

                Additional information about the label.

                Add

                To assign a label to the dialed number/script selector selected in the Dialed Number/Script Selector list box, click Add. Then in the Add Label dialog, select a label name and click OK.

                Note    For labels to appear in this dialog, they must have been previously defined for the selected dialed number/script selector routing client. Use the Label List tool to define labels.

                Remove

                To remove a label from the dialed number/list selector selected in the Dialed Number/Script Selector list box, select the label name and click Remove.

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