Test Bed 2: Unified CCE with Unified CVP, Local Agents

Table Of Contents

Test Bed 2: Call Flows and Redundancy

Tested Call Flows

Call Flows

Failure, Failover and Recovery

Test Bed 2: Call Flows and Redundancy

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This topic provides configuration information for the sample call flows that were tested and verified in Test Bed 2 in the contact center environment for Cisco Unified Communications System Release 9.0(1). There were no failure, failover or recovery test cases executed on this test bed for Cisco Unified Communications System Release 9.0(1).

This topic contains the following sections:

•Tested Call Flows

•Failure, Failover and Recovery

Tested Call Flows

The Cisco Unified Customer Voice Portal (Unified CVP) test bed handles the following types of call flows:

•Unified CVP Post-Routed Call flow, where the call arrives at the branch offices/retail centers and the call is handled by agents at these sites.

Call Flows

Call flows generated in the Cisco Unified Contact Center Enterprise (Unified CCE) with Cisco Unified Customer Voice Portal (Unified CVP) test bed receive the following general call treatment by the system:

•Unified CVP plays announcements and collects digits from caller.

•Agent configured for auto answer by Cisco Unified Communications Manager (Unified Communications Manager).

•Agent Greeting and Whisper Announcement are played.

•If agent is logged on and available, the call transfers directly to agent.

•If no agent is available, the call is queued locally.

•Caller terminates call by hanging up.

Table 1 lists the number of agents and the Busy Hour Call Attempt (BHCA) for agents per call type is was used in this test bed.

Table 1 Number of Agents/BHCA per Call Type

Call Flow #	Call Type	Agents	BHCA
1	Inbound	970	8,730
2	Agent initiated single step transfer to skill group	10	10
3	Agent initiated warm transfer to skill group	10	10
4	Agent initiated conference to skill group	10	10

Failure, Failover and Recovery

There were no failure, failover or recovery test cases executed on this test bed for Cisco Unified Communications System Release 9.0(1).