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Before setting up your Cisco Contact Center Gateway, complete these prerequisite steps:
Note | To enable call transfers from a parent cluster to a child cluster, first satisfy the Unified Communications Manager IP Telephony requirements. For example, deploy a Device Trunk such as H.225 Trunk (Gatekeeper Controlled) or Intercluster Trunk (Non-Gatekeeper Controlled). For more information, see the Cisco Unified Communications Manager documentation at http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-series-home.html. |
A Unified CCE child can use Unified CVP as its IVR.
A Unified CCE child system that uses Unified CVP requires the following:
For more information on configuring Unified CVP, see the Configuration Guide for Cisco Unified Customer Voice Portal at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.
When you bring up the Gateway PG, the autoconfiguration takes place.
Some autoconfiguration happens between the parent and child. You configure other elements manually in the Configuration Manager so that call flows work properly:
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 for more information.
Create a script that can interact with the Unified CCE Gateway to verify your deployment. Be sure that the script targets a skill group, either directly or through a service. For example, you can create scripts for Longest Available Agent (LAA) for skill groups and Minimum Expected Delay (MED) for Services. If the script uses a translation route, create the translation route before you create the script.
For more information about scripting, see the 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.
For instructions on creating a Translation Route, see 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.
You start the Unified ICM Service for the Enterprise Gateway PG in the Unified ICM Service Control dialog. Select the Services name for the Enterprise Gateway PG and click Start.
After the child and the parent Unified ICM establish a connection, the child configuration propagates to the parent Unified ICM Configuration Manager. Agent configuration information on the child propagates to the parent. The agent information is dimmed on the parent because you cannot modify or delete that information at the parent level.
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.
Follow the same procedure as Autoconfiguration with Enterprise Gateway.
The following points provide help with autoconfiguration maintenance:
Note | Do not confuse Contact Center Gateway autoconfiguration with Agent autoconfiguration. (Agent autoconfiguration is an option available on the Advanced tab in the PG Explorer.) Ensure that Agent autoconfiguration is disabled so that the Unified CCE Gateway PG can function properly. |
The script on the Unified ICM parent interacts with the Unified CCE Gateway PG.
Ensure that all remotely handled route points (Application routing enabled) have default "local" scripts. The default "local" script runs in case no host (parent) is available. Include Post Route points in the scripts as well as translation route destinations.
The following simple routing script has an LAA node. That node selects the skill group with the longest available agent (if an agent is available) among skill groups on the same ACD or a different ACD. If no agents are available, then the script selects the Service with the Minimum Expected Delay (MED) among the services on the same or a different ACD.
Note | Scripting in a Contact Center Gateway deployment is no different than the scripting between Unified ICM and all other TDMs. Either skill groups or services are targeted, not agents. |
To Post-route a call from the child Unified CCE to the parent Unified ICM, you must:
Note | 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. |
In the Parent, you must:
The parent script can instruct the child system:
Or with Unified CVP, the script can instruct CVP to connect the callback to the network queue (provided the call came from there originally).
If CVP is present at the Parent, the Parent/Child design assumes that the parent CVP gets all the calls first and is the network queue point. That assumption does simplify the call delivery, RONA, and subsequent transfers.
If you use Unified IP IVR to do the enterprise queuing at the parent Unified ICM, be aware of the following:
In the child, you must:
The following routing scripts show sample parent and child call flow configurations. The first script runs the external script, ICMVisibleQAnn1, that uses Unified CVP for network queuing in the Parent system:
The second script runs an external script, VisibleQ, that uses Unified IP IVR for queuing in the Child system:
A translation route is a special destination for a call that allows you to deliver call information along with the call. Translation routing maintains the association between a call and its related data throughout the life of the call. Translation routing plays a significant role in the accuracy of reporting and allows for "cradle-to-grave" call tracking and reporting. Some reporting metrics for call types and skill groups are applicable only if calls are translation-routed.
The call is delivered first to the translation route. While the routing client processes the call, the Unified ICM delivers the final destination for the call to the PG with any other necessary information. The peripheral then works with the PG to reroute the call and the appropriate information to the ultimate target.
You can create a translation route with either the Translation Route Explorer or the Translation Route Wizard. If you create a translation route with the Wizard, you can later modify it through the Explorer. The Wizard is helpful when creating multiple translation routes. After you create the translation route, you create a translation route script.
You can define translation routes in the Unified ICM Configuration Manager with the Translation Route Explorer. See the online help for information on the specific fields in the Explorer.
Before you begin creating the translation route, configure a Peripheral Gateway (PG), Network Trunk Group, Routing Clients, Trunk Groups, and Trunks.
Before using the Translation Route Wizard, go to . On the Peripheral tab, check the Enable post routing option. In the Routing client tab, name the routing client.
Note | This example procedure is for a relatively simple deployment model that has one parent, one child, and Unified CVP at the parent. |
If you use Unified IP IVR instead of Unified CVP in a translation route, there are some extra configurations necessary in Unified IP IVR. You add a Unified ICM translation routing application, and then assign a JTAPI trigger to this application.
Note | Before configuring a translation routing application, first upload the VRU scripts required by the application. |
Step 1 | In Unified CCE Administration, select . |
Step 2 | Click Add a New Application. |
Step 3 | From the Application Type drop-down menu, select Unified ICM Translation Routing. |
Step 4 | Enter the name of the Unified CCE translation routing script in the Name field. |
Step 5 | Press Tab to automatically populate the Description field. |
Step 6 | In the ID field, accept the ID, or enter a unique ID. This field corresponds to the service identifier of the call that was reported to the Cisco Unified ICM and configured in the Unified ICM translation route. |
Step 7 | In Maximum Number of Sessions field, enter the maximum number of simultaneous sessions that the application can handle. |
Step 8 | In the Enabled field, accept the default radio button Yes. |
Step 9 | In the Timeout field, enter a value. This value is the maximum number of seconds that the system waits to invoke the application before rejecting a contact. |
Step 10 | From the Default Script drop-down, choose the script to runs when a system error occurs or when the Unified ICM routes to the default treatment. |
Step 11 | Click Add. A message confirms successful execution. |
Step 12 | Click OK. |
Step 13 | Click Add New Trigger. The Add a New Trigger page opens. |
Step 14 | From the Trigger Type drop-down menu, select Unified CM/Unified CME Telephony and click Next. |
Step 15 | In Unified CCE Administration, select . |
Step 16 | On the Unified CM Telephony Configuration navigation bar, click the Unified CM Telephony Triggers hyperlink. The Unified CM Telephony Trigger Configuration summary web page opens. |
Step 17 | Click Add a New Unified CM Telephony Trigger. The Unified CM Telephony Trigger Configuration web page opens. |
Step 18 | Complete the fields on this page (see the online Help for additional information), then click Add. The Unified CM Telephony Trigger Configuration summary web page opens, displaying the new Unified CM Telephony trigger. |
Before creating a call flow, consider the following:
Typically, a parent Unified ICM system (including Cisco Unified Customer Voice Portal, VXML, and PSTN gateways) is located in a different location than a child Cisco Unified Contact Center Enterprise system. This section describes a sample Parent/Child call flow; the components and the configuration were tested and verified in this contact center test environment.
Note | This call flow information was taken from the Cisco Tested Call Flows page at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/UC8-0-2/cc_system_arch/ch4_flow.html?dtid=osscdc000283. See that site for additional information about the necessary configuration and scripting for these call flows. |
Note | In this call flow, the CVP Application Browser, CVP SIP subsystem service, and Media Server are represented as separate entities. However, they are all on the same CVP call control server. |
The call flow on the Parent system works as follows:
The call arrives at the translation route destination on the child system.
After the call arrives in the Child System, the call flow works as follows if an agent is available:
After the call arrives in the Child System, the call flow works as follows if an agent is not available:
Note | On Unified IP IVR, this CTI route point is defined as a JTAPI Trigger. Unified IP IVR is in the same Unified Communications Manager cluster as the call. |
The following routing script uses a translation route. The routing script supports a call flow where the call originates at the child Unified CVP and no agent is available. The call is then queued locally until an agent becomes available to answer the call.