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This chapter provides an example of how to deploy a Cisco Contact Center Gateway. The procedures create a working example of a Parent/Child system that uses Unified IP IVR. This example introduces you to the concepts and tasks that are involved in a successful deployment.
Note | The procedures show how to set up and configure one side of the redundant components. Set up and configure the other side on your own. |
The example is based on the illustrated deployment.
Note | This example does not use BELOCVP1. The example includes BELOCVP1 to show how you can connect another Child system to the example deployment. |
The Parent site consists of these components:
The Child site consists of these components:
The example assumes that you:
Installed the appropriate contact center software on each machine as described in Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html. The installation places the files into a machine's \bin directory.
Are familiar with using the Domain Manager.
Installed and configured the Unified Communications Manager.
Note | A Parent/Child deployment can use another ACD controller instead of the Unified Communications Manager. |
Configured the extensions (DNs) from 2301 to 2304.
Configured the local route points in this table:
Route point |
Target |
---|---|
2500 |
Any available skill group |
2501 |
SG01 |
2502 |
SG02 |
Added the Facility and the Instance.
To deploy the example child system, you perform the following tasks:
To set up the Administration & Data Server, run the Web Setup Tool for the Administration & Data Server on BELO-5C.
To set up the child Central Controller, you first run the Web Setup Tool for the CallRouter and then run the ICMDBA to create the Logger database. You perform both tasks on the Central Controller virtual machine (BELO-5C).
Run the Web Setup Tool on BELO-5C.
To set up the child Logger on BELO-5C, you create a Logger database and then run the Web Setup Tool.
Step 1 | Choose . |
Step 2 | Create the Logger database. For detailed information on creating a Logger database, see the Administration Guide for Cisco Unified Contact Center Enterprise & Hosted at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html. |
Step 3 | Run the Web Setup Tool. |
Step 4 | Click Loggers. The Logger dialog appears. |
Step 5 | Click Add to set up the Logger. The Deployment dialog appears. |
Step 6 | On the
Deployment dialog:
|
Step 7 | Ensure that the Router Private Interfaces (Side A and Side B) and the Logger Private Interfaces (Side A and Side B) are set to BELO-5C. Then, click Next. The Additional Options dialog appears. |
Step 8 | Leave the default settings and click Next. The Summary dialog appears. |
Step 9 | Ensure that the Logger summary is correct, then click Finish. When the Logger setup completes, the Logger successfully saved window appears. |
You have added an Administration & Data Server and a Central Controller to the Child system. Exit the Web Setup Tool. On the child Administration & Data Server, open the ICM Service Control and start the distributor, logger, and router processes.
On the Administration & Data Server, run the Configuration Manager to add the System PGs.
Use the Configuration Manager tools to add and configure the System PGs.
The Central Controller setup and configuration is complete. You can now install and set up the Peripheral Gateways to communicate with the Central Controller.
Use the Web Setup Tool to add the Instance on the child System PG virtual machines BELO-5A (PG1A) and BELO-5B (PG1B).
Use the PG Setup Tool to add and configure the System PGs. This example procedure sets up Side B of PG1.
Use the PG Setup Tool to install CTI Server on the System PGs (BELO-5A and BELO-5B). In this section, you install CTI Server on side B of PG1.
You can install a desktop application on the PGs to enable testing. You can use any desktop application (CTI OS, or custom desktops) for this purpose.
Use the Configuration Manager Agent Explorer tool to configure agents on the child Central Controller.
Use the Configuration Manager Skill Group Explorer Tool to configure skill groups SG01 and SG02 on the child Central Controller.
Use the Configuration Manager Dialed Number/Script Selector List Tool to configure dialed numbers on the child Central Controller.
Use the Configuration Manager Call Type List tool to configure call types on the child Central Controller.
A routing script determines how a call is handled by establishing the routing rules. In this section, you create a routing script and schedule it. You can then log in agents and have them make and accept calls.
For more information about scripting, see Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise& Hosted at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.
To deploy the example parent system, you perform the following tasks:
To set up the Administration & Data Server, run the Web Setup Tool for the Administration & Data Server on BELO-CC.
Follow the same procedure as Set Up Child Administration & Data Server.
To set up the parent Central Controller, you first run the Web Setup Tool for the CallRouter and then run the ICMDBA to create the Logger database. You perform both tasks on the Central Controller virtual machine (BELO-CC).
Run the Web Setup Tool on BELO-CC.
Follow the same procedure as Set Up Child CallRouter.
To set up the parent Logger on BELO-CC, you create a Logger database and then run the Web Setup Tool.
You have added an Administration & Data Server and a Central Controller to the Parent system. Exit the Web Setup Tool. On the parent Administration & Data Server, open the ICM Service Control and start the distributor, logger, and router processes.
Follow the same procedure as Set Up Child Logger.
On the Administration & Data Server, run the Configuration Manager to add the Enterprise Gateway PGs.
Use the Configuration Manager tools to add and configure the Enterprise Gateway PGs.
Use the Web Setup Tool to add the Instance on the parent Enterprise Gateway PG virtual machines BELO-3A (PG5A) and BELO-3B (PG5B).
Use the PG Setup Tool to set up the Enterprise Gateway PG virtual machines BELO-3A (PG5A) and BELO-3B (PG5B).
You have set up the Systems PGs and the Enterprise Gateway PGs. Use the same tools to set up the Generic PGs (PG2A on BELO-1A and PG2B on BELO-1B). You can find the necessary information in the illustration of the example topology.
Use the PG Setup Tool to install CTI Server on the Generic PGs (PG2A and PG2B).
Step 1 | Using Service Control, stop the PG service. |
Step 2 | Start the PG Setup Tool. The Cisco Unified ICM/Contact Center Enterprise & Hosted Components Setup dialog appears. |
Step 3 | Click Add in the Instance Components section. The ICM/CCE/CCH Component Selection dialog appears. |
Step 4 | Select CTI Server. The CTI Server Properties dialog appears. |
Step 5 | Check Duplexed CTI Server and ensure that all the other check boxes are checked as well. |
Step 6 | Select CG 2 as the CG Node ID. |
Step 7 | Enter 2 for the ICM system ID (the same as the Device Management Protocol (DMP) and the PG ID). |
Step 8 | Click Next. The CTI Server Component Properties dialog appears. |
Step 9 | Leave the default port setting of 42147, then click Next. The Network Interface Properties dialog appears. |
Step 10 | Enter BELO-1A and BELO-1B as applicable, then click Next. The Check Setup Information dialog appears. |
Step 11 | Check that all settings are correct, then click Next. The Setup Complete dialog appears. |
Step 12 | Click Finish. You return to the main PG Setup window. |
Step 13 | Click Exit Setup. |
Step 14 | Start the PG and CG services using the ICM/CCE/CCH Service Control application and check to ensure that they are running properly. |
You can install a desktop application on the PGs to enable testing. You can use any desktop application (Cisco Finesse, CTI OS, or custom desktops) for this purpose.
For Contact Center Gateway deployments with a Unified CCE child, you configure Call Types as Services. By default, autoconfiguration is enabled in the Peripheral tab of the PG Explorer. Autoconfiguration takes effect when the PG starts.
When autoconfiguration occurs between the parent Unified ICM and the child Unified CCE, the following Unified ICM tables are populated:
Note | Autoconfiguration of like entities occur on the parent for Agent and Skill Group, but not for Call Type (child) and Service (parent). |
Default skill groups on the child, which are not viewable, get created as real skill groups on the parent. Activity done in the default skill group on the child shows up in these real skill groups on the parent.
Set up the Service members on the parent. To set up the service members for any given service, examine the script for a call type on the child. Note the skill groups to which the script offers the call. On the parent, use that list of skill groups to make service members for that Service.
Note | Autoconfiguration does not provide complete configuration for Unified ICM software. Autoconfiguration only configures agents, services, skill groups, skill group members, and peripheral monitors. You must set up many other elements, such as dialed numbers, scripts, peripheral targets, and routes, manually. |
If any error occurs during autoconfiguration, the keys on the parent do not update. The Unified CCE PIM uploads the entire child configuration for comparison every time that the PIM starts until no configuration errors are encountered.
Note | In Parent/Child deployment type, the agent name is automatically configured for the customer. Spaces are not allowed in agent IDs. In a specific scenario, if a child agent is created with a space or a "-", in either the First Name or Last Name field, the name are not created on the parents. |
Use the Configuration Manager Dialed Number/Script Selector List Tool to configure dialed numbers on the parent Central Controller.
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 ACMI_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 Communications Manager). |
Step 7 | Set ACMI_RC_2500 as the Name, then select bh01 as the Customer setting. |
Step 8 | Check Permit Application Routing on the route points controlled by the child (the Post route points and the Translation route points). This option is enabled on the child system for those route points where the requests are re-directed towards CTI server / parent ACMI PG, instead of the child Router. |
Step 9 | Click Save. The dialed number appears in the tree list. |
Step 10 | Add two more dialed numbers (one for each skill group).
When complete, you have the following DNs:
– 2500, which is named ACMI_RC_2500 and connects to all the skill groups. – 2501, which is named ACMI_RC_2501 and connects to SG01. – 2502, which is named ACMI_RC_2502 and connects to SG02. |
Step 11 | Save your work and close the Skill Group Explorer Tool. |
Use the Configuration Manager Call Type List tool to configure call types on the parent Central Controller.
Step 1 | Start the Call Type List tool. |
Step 2 | On the main window of the Call Type List tool, click Retrieve. |
Step 3 | Click Add. The Call Type Attributes tab appears. |
Step 4 | Set internal_2500CT as the Name, then select bh03 as the Customer setting. |
Step 5 | Click Save. The call type appears in the tree list. |
Step 6 | Add two more call types (internal_2501CT and internal_2502CT). When complete, you have the following call types: internal_2500CT, internal_2501CT, and internal_2502CT. |
Step 7 | Save your work and close the Call Type List tool. |
While some autoconfiguration occurs between the Parent and the Child systems, you must perform other setup tasks manually for call flow to work properly. Set up the components necessary to link the Parent and the Child systems.
These setup tasks include configuring:
Use the Script Editor to create and schedule routing scripts.
Use the appropriate tools to set up these additional elements.
Note | See the Configuration Manager online help and the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html for additional information. |
Step 1 | Use the Network Trunk Group Explorer to configure a Network Trunk Group on the Enterprise Gateway PG. | ||
Step 2 | Use the Network Trunk Group Explorer to set up a Trunk Group on the Enterprise Gateway PG. | ||
Step 3 | Configure
Routes, Peripheral Targets, and Labels for the Enterprise Gateway PG.
| ||
Step 4 | Configure the parent Unified IP IVR routing clients for the autoconfigured services (child call types). The routing client can be a public network interexchange carrier (IXC) or a A private network peripheral. Each routing client must be associated with an interface controller, such as a NIC or a PG. | ||
Step 5 | In Unified Communications Manager, configure the corresponding route points that match the labels. Add the labels to the child as dialed numbers with Permit Application Routing enabled. | ||
Step 6 | Add
autoconfigured Skill Groups as Service Members.
| ||
Step 7 | Create the
translation routes, routes, peripheral targets, and labels for the Unified CCE
Gateway PG and the parent routing clients.
|
A routing script determines how a call is handled by establishing the routing rules. In this section, you create a routing script and schedule it. You can then log in agents and have them make and accept calls.
For more information about scripting, see the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise& Hosted Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.
For instructions on creating a Translation Route, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Step 1 | Start the Script Editor application on the Administration & Data Server. |
Step 2 | Create the first routing script, named internal_2500. |
Step 3 | Save the script. |
Step 4 | Choose The . Call Type Manager appears. |
Step 5 | Select Media Routing Domain and Dialed Number. This setting associates the call type with the dialed number. |
Step 6 | Click Add. The Dialed Number Entry dialog appears. |
Step 7 | Associate the dialed number with the call type by selecting internal_2500CT (the call type), then click OK. |
Step 8 | To schedule the routing script, click the Schedule tab. |
Step 9 | Click Add. The Call Type Scheduling dialog appears. |
Step 10 | Accept all the default settings on each of the rest of the tabs, then click OK. You return to the Call Type Manager. |
Step 11 | Click OK. You now have a system that allows you to log in agents and have them make and accept calls. |
Start the Unified ICM Service for the Enterprise Gateway PG.
For general information about Unified ICM Service Control, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.