Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile Release 10.6(3)

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Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile Release 10.6(3)

Chapter Title

Call Context

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Updated:: November 21, 2017

Chapter: Call Context

Contents

Call Context
User-to-User
User-to-User Restrictions
User to User Configuration Sequence
Configure Cisco Unified Border Element/Ingress Gateway
Configure Unified CVP
Configure the ICM Script

Call Context

User-to-User

The User-to-User feature allows a consumer application to pass context information about the call to the contact center agent.

User-to-User Restrictions

The User-to-User feature is available in deployments with Unified CCE, Packaged CCE, or HCS for Contact Center.

This feature is not available in Unified CCX deployments or standalone Unified Communications Manager deployments.

User to User Configuration Sequence

To set up User to User, perform the following tasks.

Sequence	Task	Notes
1	Configure Cisco Unified Border Element/Ingress Gateway
2	Configure Unified CVP
3	Configure the ICM Script

Configure Cisco Unified Border Element/Ingress Gateway

Note

This section is optional for Unified CCX and Unified Communications Manager only deployments where there is no Cisco Unified Border Element involved in the call flow.

Procedure

Configure User-to-User as shown in the following example.

Example:

voice service voip
  sip
    pass-thru headers unsupp

Configure Unified CVP

Procedure

Step 1	On the Unified CVP Call Server, pass the "User-to-User" header to Unified ICM.
Step 2	Configure the SIP header as "User-to-User" as shown in the following example. Example: For more information, see the "Custom SIP Headers" section of the Design Guide for Cisco Unified Customer Voice Portal at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-implementation-design-guides-list.html.

Configure the ICM Script

Procedure

Step 1	Extract the SIP header information from Unified CVP in the routing script.
Step 2	Convert the header from hexadecimal to ASCII using a custom function as shown in the example that follows this procedure.
Step 3	Assign the header to an agent call variable (for example, Call.PeripheralVariable1).

ConvertToUUI(%1%)

Given a string in the format

"User-to-User:XXYYZZ<data>;encoding=hex;"

the custom function returns the string in clear text clid+OP_ID.

For example:

“User-to-User: 
04C8123030333933333531323334353637B3323434;encoding=hex”

Result:

“00393351234567+244”,

Assume the following for the example custom function:

CLID and OP_ID are numeric only.
The length of OP_ID is a fixed 3 digits.
The length of the CLID is a maximum of 24 digits.

ConvertToUUI

concatenate(concatenate(mid(left(right(before(";encoding=hex",after("User-to-User:",%1%)),
len(before(";encoding=hex",after("User-to-User:",%1%)))-6),len(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6))-8),2,1)
,mid(left(right(before(";encoding=hex",after("User-to-User:",%1%)),
len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),4,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),6,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),8,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),10,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),12,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),14,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),16,1)),concatenate(mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),18,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),20,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),22,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),24,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),26,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),28,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),30,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),32,1)),concatenate(mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),34,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),36,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),38,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),40,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),42,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),44,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),46,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),48,1)),"+",concatenate(mid(right(right(right(before(";
encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",
%1%)))-6),6),6),2,1),mid(right(right(right(before(";encoding=hex",after("User-to-User:",%1%)),
len(before(";encoding=hex",after("User-to-User:",%1%)))-6),6),6),4,1),mid(right(right
(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6),6),6),6,1)))

For more information about custom functions, see the "Custom Functions" section of the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.

Call Context

Contents

Call Context
User-to-User
User-to-User Restrictions
User to User Configuration Sequence
Configure Cisco Unified Border Element/Ingress Gateway
Configure Unified CVP
Configure the ICM Script

Call Context

User-to-User

The User-to-User feature allows a consumer application to pass context information about the call to the contact center agent.

User-to-User Restrictions

The User-to-User feature is available in deployments with Unified CCE, Packaged CCE, or HCS for Contact Center.

This feature is not available in Unified CCX deployments or standalone Unified Communications Manager deployments.

User to User Configuration Sequence

To set up User to User, perform the following tasks.

Sequence	Task	Notes
1	Configure Cisco Unified Border Element/Ingress Gateway
2	Configure Unified CVP
3	Configure the ICM Script

Configure Cisco Unified Border Element/Ingress Gateway

Note

This section is optional for Unified CCX and Unified Communications Manager only deployments where there is no Cisco Unified Border Element involved in the call flow.

Procedure

Configure User-to-User as shown in the following example.

Example:

voice service voip
  sip
    pass-thru headers unsupp

Configure Unified CVP

Procedure

Step 1	On the Unified CVP Call Server, pass the "User-to-User" header to Unified ICM.
Step 2	Configure the SIP header as "User-to-User" as shown in the following example. Example: For more information, see the "Custom SIP Headers" section of the Design Guide for Cisco Unified Customer Voice Portal at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-implementation-design-guides-list.html.

Configure the ICM Script

Procedure

Step 1	Extract the SIP header information from Unified CVP in the routing script.
Step 2	Convert the header from hexadecimal to ASCII using a custom function as shown in the example that follows this procedure.
Step 3	Assign the header to an agent call variable (for example, Call.PeripheralVariable1).

ConvertToUUI(%1%)

Given a string in the format

"User-to-User:XXYYZZ<data>;encoding=hex;"

the custom function returns the string in clear text clid+OP_ID.

For example:

“User-to-User: 
04C8123030333933333531323334353637B3323434;encoding=hex”

Result:

“00393351234567+244”,

Assume the following for the example custom function:

CLID and OP_ID are numeric only.
The length of OP_ID is a fixed 3 digits.
The length of the CLID is a maximum of 24 digits.

ConvertToUUI

concatenate(concatenate(mid(left(right(before(";encoding=hex",after("User-to-User:",%1%)),
len(before(";encoding=hex",after("User-to-User:",%1%)))-6),len(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6))-8),2,1)
,mid(left(right(before(";encoding=hex",after("User-to-User:",%1%)),
len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),4,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),6,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),8,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),10,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),12,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),14,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),16,1)),concatenate(mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),18,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),20,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),22,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),24,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),26,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),28,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),30,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),32,1)),concatenate(mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),34,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),36,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),38,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),40,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),42,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),44,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),46,1),mid(left(right(before(";encoding=hex",
after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6))-8),48,1)),"+",concatenate(mid(right(right(right(before(";
encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",
%1%)))-6),6),6),2,1),mid(right(right(right(before(";encoding=hex",after("User-to-User:",%1%)),
len(before(";encoding=hex",after("User-to-User:",%1%)))-6),6),6),4,1),mid(right(right
(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
after("User-to-User:",%1%)))-6),6),6),6,1)))

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Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile Release 10.6(3)

Results

Chapter: Call Context

Call Context

User-to-User

User-to-User Restrictions

User to User Configuration Sequence

Configure Cisco Unified Border Element/Ingress Gateway

Configure Unified CVP

Configure the ICM Script

ConvertToUUI(%1%)

Call Context

User-to-User

User-to-User Restrictions

User to User Configuration Sequence

Configure Cisco Unified Border Element/Ingress Gateway

Configure Unified CVP

Configure the ICM Script

ConvertToUUI(%1%)

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