Installation and Configuration Guide Cisco Unified Contact Center Enterprise 8.0(1)

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1 Installation and Configuration Guide Cisco Unified Contact Center Enterprise 8.0(1) October 2011 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at CCVP, the Cisco logo, and Welcome to the Human Network are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iphone, IP/TV, iq Expertise, the iq logo, iq Net Readiness Scorecard, iquick Study, LightStream, Linksys, MeetingPlace, MGX, Networkers, Networking Academy, Network Registrar, PIX, ProConnect, ScriptShare, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0711R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Copyright 2011 Cisco Systems, Inc. All rights reserved.

3 Table of Contents Preface...1 Purpose...1 Audience...1 Organization...2 Related Documentation...3 Product Naming Conventions...4 Conventions...4 Obtaining Documentation and Submitting a Service Request...5 Documentation Feedback Introduction to Cisco Unified Contact Center Enterprise...7 About Unified CCE...7 About Unified CCE Components...8 Unified CCE Core Components...8 Unified CCE Core Software Components...9 Unified CCE Optional Software Components...10 Basic Unified CCE Call Flow...11 Basic Unified CCE Call Flow Using Unified CVP...12 Transfers and Conferences in a Unified CCE Environment...13 Types of Conferences...14 About Dialed Number Plan...18 About Dial Plan Type...18 About Post Route...18 About Route Request Cisco Unified Contact Center Enterprise Platform Specifications...21 Unified CCE Server Platforms...21 About Unified CCE Operating System Requirements...22 About Unified CCE Network and Active Directory Domain Requirements...22 About Unified CCE Third-Party Software Requirements...23 About Unified CCE Component Version Interoperability...23 Licensing Requirements and System Limitations...24 About Unified CCE Internationalization and Localization Support...24 About Non-Supported Component Features in a Unified CCE Environment Planning Ahead...27 Creating a Dial Plan...27 Unified CCE with Unified IP IVR Plan...27 Unified CCE with Unified CVP Plan...28 Hardware Installation Checklist...29 Unified CCE Component Software Installation Checklist...30 Unified CCE Component Software Configuration Tasks Installing and Configuring Unified Communications Manager for Cisco Unified Contact Center Enterprise.33 About Unified CM...33 How to Install Unified CM for Unified CCE...34 Unified CM Configuration Tasks...34 About the Unified CM Administration Utility...35 How to Configure Agent IP Phones for Unified CCE...35 How to Configure IP Phones on the Unified CM...35 i

4 How to Set the Configuration on the Agent IP Phone...36 About the Unified CM Extension Mobility Feature...37 How to Configure CTI Route Points...37 How to Configure CTI Ports...38 How to Configure Users for the Phones, the Unified CM PG, and Unified IP IVR...38 How to configure Unified CM Telephony Information for Unified CCX...40 How to Configure Unified CM for Unified CVP...41 Setting a Recovery Number for Your System...41 Controlling the Calling Search Space in Unified CM Installing and Configuring Cisco Unified IP IVR for Cisco Unified Contact Center Enterprise...43 About Unified IP IVR...44 How to Install Unified IP IVR for Unified CCE...44 About Unified IP IVR Installation Prerequisites...45 Unified IP IVR Configuration Tasks...45 Accessing the Cisco Unified CCX Administration Utility...47 How to Configure the Unified CM Telephony Provider on Unified CCX Administration...47 How to Configure a Unified CM Telephony Call Control Group...47 How to Configure the Unified ICM Subsystem...55 How to Configure and Upload VRU Scripts...57 About Translation Routing and Post Routing...57 How to Configure Unified IP IVR for Unified ICME/Unified CCE/CCH Translation Routing...58 How to Configure Unified IP IVR for Unified ICME/Unified CCE/CCH Post Routing...61 How to configure Unified ICME Post-Routing Application...62 How to Start the Cisco Unified CCX Engine...64 How to Resynchronize the Unified CM Telephony Data...65 How to Resynchronize the Cisco JTAPI Client...65 Configuring Unified ICME/Unified CCE/CCH for Unified IP IVR Installing and Configuring Cisco Unified ICM/Contact Center Enterprise & Hosted for Cisco Unified Contact Center Enterprise...67 About Unified ICM/CCE/CCH...67 About Unified ICM/CCE/CCH Components...67 About Unified ICM/CCE/CCH Installation Prerequisites for Unified CCE...69 How to Install Unified ICM/CCE/CCH for Unified CCE...69 How to Enable Outbound Option During Unified ICM/CCE/CCH Installation...70 How to Configure Unified ICM/CCE/CCH for Unified CCE...70 About Unified ICM/CCE/CCH Configuration Tasks...70 About the Configuration Manager...71 About the Routing Client...72 About the Bulk Configuration Tool...72 About Agent Desk Settings...73 Setting Up a Network VRU...77 How to Create a Network VRU Target...77 How to Configure Media Routing Domains...78 About Unified CCE Peripheral Gateways...78 How to Configure and Install the IPCC System PG...79 How to Configure the IPCC System PG...79 How to Configure the IPCC System PG Peripheral...80 How to Set Up the IPCC System PG...83 How to Configure and Set Up the VRU PG...86 How to Configure the VRU PG...86 ii

5 How to Set Up the VRU PG...87 How to Configure the Unified CM PG...89 How to Set Up the Unified CM PG...90 Installing the Cisco JTAPI Client on the PGs...92 How to Install the JTAPI Client on the PGs...92 How to Configure and Set Up the Media Routing PG...93 How to Configure the MR PG...93 How to Configure the MR PG Peripherals...94 How to Set Up the MR PG...95 About Trunk Groups...97 About the Network VRU Bank...99 About Services About Skill Groups About Person Records About Agents About Dialed Numbers About Unified CCE Call Routing About Routes About Agent Target Rule (ATR) About Device Targets About Labels About Call Types About Translation Routing and Queuing How to Configure Translation Routes About Network VRU Scripts How to Configure Routing and Administrative Scripts Installing and Configuring Outbound Option for Cisco Unified Contact Center Enterprise About Outbound Option Outbound Option Installation Prerequisites How to Install and Configure Outbound Option About Outbound Dialing Campaigns Using Cisco Unified Customer Voice Portal with Cisco Unified Contact Center Enterprise About Unified CVP About Unified CVP Installation Prerequisites Unified CVP as a Type 10 Network VRU Before You Configure Unified CVP for Unified CCE Installing CTI OS Server, Agent and Supervisor Desktop Software for Cisco Unified Contact Center Enterprise About Agent and Supervisor Desktops for Unified CCE About Agent and Supervisor Desktop Installation Prerequisites About CTI OS Silent Monitor Feature Prerequisites About Agent and Supervisor Desktop Installation Tasks How to Install CTI OS Server and Desktops How to Install CTI OS Server How to Install the CTI OS Supervisor Desktop How to Install the CTI OS Agent Desktop How to Install and Configure Cisco Agent Desktop (CAD) CAD Pre-Installation Requirements How to Install and Configure Cisco Agent Desktop How to Start CTI OS Services After Installation iii

6 10. Localizing WebView and Script Editor Supported Languages Installing the Language Pack How to Check the Language Setting How to Set Up Windows Multilingual User Interface (MUI) Pack on Windows 2003 Server Adjusting the WebView Date Format on MUI Windows 2003 Server Finding the User Name of the Jaguar Server Finding the Security ID (SID) of the Jaguar Server User Changing the Date Format for the Jaguar Service Appendix A. Setting Up a Cisco Unified Contact Center Enterprise Laboratory System About Unified CCE Laboratory Hardware Requirements About Installing a Sprawler How to Install Unified ICM/CCE/CCH Components on a Sprawler Index iv

7 List of Figures Figure 1: Unified CCE components...9 Figure 2: Agent Interfaces for Unified CCE...10 Figure 3: Unified CCE call flow - Unified IP IVR...11 Figure 4: Unified CCE call flow - Unified CVP...12 Figure 5: Call Routing Figure 6: Translation Routing and Queuing Figure 7: CAD v

8 vi

9 Preface Purpose Welcome to the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise, Release 8.0(1). This guide provides information to help you understand, install, and configure Cisco Unified Contact Center Enterprise (Unified CCE) in both production and laboratory environments. Note: There is no 8.0(1) version of Unified SCCE. The last supported version is 7.5(1). If you would like to transition from Unified SCCE 7.5 to Unified CCE 8.0, instructions for doing that are included in the Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 8.0(1). The Unified CCE solution consists of multiple software and hardware components that must be installed, configured, and integrated with each other. This guide describes each of those components and provides the installation and configuration information required for their deployment in a Unified CCE environment. This guide provides Unified CCE-specific information only. It does not provide generic non-unified CCE installation and configuration information for individual components. As appropriate, this guide directs the reader to additional publications for this information. The configuration information in this guide pertains to initial Unified CCE setup only. For post-deployment configuration options and instructions, see the Administration Guide for Cisco Unified Contact Center Enterprise. Audience This guide is written for anyone who is responsible for installing, configuring, and maintaining Unified CCE in a production or laboratory system, including network administrators, Unified CCE administrators, and call center administrators. 1

10 Organization Preface Organization This guide contains the following chapters: Chapter Title Introduction to Cisco Unified Contact Center Enterprise (page 7) Cisco Unified Contact Center Enterprise Platform Specifications (page 21) Planning Ahead (page 27) Installing and Configuring Cisco Unified Communications Manager for Cisco Unified Contact Center Enterprise (page 33) Installing and Configuring Cisco Unified IP IVR for Cisco Unified Contact Center Enterprise (page 43) Description Provides a brief description of the Unified CCE system and an explanation of its components. Provides hardware and software specifications for Unified CCE components. It also provides a list of component features not supported when components are deployed as part of a Unified CCE deployment. Provides two sample dial plans and discusses the value of having a dial plan. Also, provides task checklists designed to help you track your progress as you install and configure Unified CCE. Describes how to install and configure Cisco Unified Communications Manager (Unified CM) software for Unified CCE. Describes how to install and configure Unified IP IVR software. Installing and Configuring Cisco Unified ICM/Contact Center Enterprise & Hosted for Cisco Unified Contact Center Enterprise (page 67) Installing and Configuring Outbound Option for Cisco Unified Contact Center Enterprise (page 127) Using Cisco Unified Customer Voice Portal with Cisco Unified Contact Center Enterprise (page 129) Describes how to install and configure the Unified ICM/Contact Center Enterprise & Hosted (Unified ICM/CCE/CCH) components. Describes how to configure the optional Outbound Option for Unified CCE. Describes how deploy Cisco Unified Customer Voice Portal (Unified CVP) software in a Unified CCE system. Installing Agent and Supervisor Desktops for Describes how to install and configure Cisco Cisco Unified Contact Center Enterprise (page Agent and Supervisor Desktops and Cisco CTI 133) Object Server (OS) Agent Desktop and Supervisor Desktop. 2

11 Preface Related Documentation Chapter Title Localizing WebView and Script Editor (page 141) Setting Up a Cisco Unified Contact Center Enterprise Laboratory System (page 147) Description Provides instructions for installing the language pack in order to localize the user interfaces of WebView and Script Editor. This appendix provides advice on how to set up Unified CCE in a laboratory system. Related Documentation Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well as related documentation, is accessible from Cisco.com at: default.html. Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop Browser Edition (CAD-BE), Cisco Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP), Cisco Unified IP IVR, Cisco Unified Intelligence Center, and Cisco Support Tools. The following list provides more information. For documentation for the Cisco Unified Contact Center products mentioned above, go to click Voice and Unified Communications, then click Customer Collaboration, and then click Cisco Unified Contact Center Products or Cisco Unified Voice Self-Service Products, then click the product or option you are interested in. For troubleshooting tips for the Cisco Unified Contact Center Products mentioned above, go to and then click the product or option you are interested in. Documentation for Cisco Unified Communications Manager is accessible from: Technical Support documentation and tools are accessible from: US/support/index.html. The Product Alert tool is accessible from (login required): Support/FieldNoticeTool/field-notice. For information about the Cisco software support methodology, see Software Release and Support Methodology: ICM/IPCC available at (login required): US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html. For a detailed list of language localizations, see the Cisco Unified ICM/Contact Center Product and System Localization Matrix available at the bottom of the following page: /www.cisco.com/en/us/products/sw/custcosw/ps1001/prod_technical_reference_list.html. 3

12 Product Naming Conventions Preface Product Naming Conventions In this release, the product names listed in the table below have changed. The New Name (long version) is reserved for the first instance of that product name and in all headings. The New Name (short version) is used for subsequent instances of the product name. Note: This document uses the naming conventions provided in each GUI, which means that in some cases the old product name is in use. Old Product Name Cisco IPCC Enterprise Edition New Name (long version) Cisco Unified Contact Center Enterprise Cisco System IPCC Enterprise Edition Cisco Unified System Contact Center Enterprise Cisco IPCC Hosted Edition Cisco Unified Contact Center Hosted Cisco Intelligent Contact Management Cisco Unified Intelligent Contact (ICM) Enterprise Edition Management Enterprise Cisco Intelligent Contact Management Cisco Unified Intelligent Contact (ICM) Hosted Edition Management Hosted Cisco CallManager/Cisco Unified CallManager Cisco Unified Communications Manager New Name (short version) Unified CCE Unified SCCE Unified CCH Unified ICME Unified ICMH Unified CM Conventions This manual uses the following conventions: Convention boldface font Description Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: Choose Edit > Find. Click Finish. italic font Italic font is used to indicate the following: To introduce a new term; for example: A skill group is a collection of agents who share similar skills For emphasis; for example: Do not use the numerical naming convention 4

13 Preface Obtaining Documentation and Submitting a Service Request Convention Description A syntax value that the user must replace; for example: IF (condition, true-value, false-value) A book title; for example: Refer to the Cisco CRS Installation Guide window font Window font, such as Courier, is used for the following: Text as it appears in code or that the window displays; for example: <html><title>cisco Systems,Inc. </ title></html> Navigational text when selecting menu options; for example: ICM Configuration Manager > Tools> Explorer Tools > Agent Explorer < > Angle brackets are used to indicate the following: For arguments where the context does not allow italic, such as ASCII output A character string that the user enters but that does not appear on the window such as a password Obtaining Documentation and Submitting a Service Request For information about obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: Subscribe to What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0. Documentation Feedback You can provide comments about this document by sending an message to the following address: We appreciate your comments. 5

14 Documentation Feedback Preface 6

15 Introduction to Cisco Unified Contact Center Enterprise Caution: Running the Cisco Unified ICM/Contact Center Enterprise & Hosted installation over the network is unsupported. You must either run the installer from the installation media (DVD) or copy the installer directory to the target machine and then run from the local machine. Various and miscellaneous errors can occur during installation over the network. This chapter contains the following topics: Chapter 1 About Unified CCE, page 7 About Unified CCE Components, page 8 Basic Unified CCE Call Flow, page 11 Basic Unified CCE Call Flow Using Unified CVP, page 12 Transfers and Conferences in a Unified CCE Environment, page 13 About Unified CCE Unified CCE is part of Cisco Unified Communications. Unified CCE functions as a virtual automatic call distributor (ACD). Some of the capabilities of Unified CCE include intelligent multichannel contact routing, ACD functionality, network-to-desktop computer telephony integration (CTI), interactive voice response (IVR) integration, call queuing, and consolidated reporting. With Unified CCE, the contact center manager can configure agents to handle inbound and outbound voice, Web collaboration, text chat, and requests. The agents can switch between these media on a task-by-task basis. Customers can choose the medium that is most comfortable and convenient for them. Unified CCE can optionally integrate with Cisco Unified ICM to support networking with legacy ACD systems while providing a smooth migration path to a converged communications platform. 7

16 About Unified CCE Components Chapter 1: Introduction to Cisco Unified Contact Center Enterprise Unified CCE can be used in a single-site environment or integrated into a multi-site contact center using the Cisco Contact Center Gateway, where Unified CCE functions as the child system in a parent/child deployment. For more information, see the Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX. Unified CCE sites can also be used as service bureaus. About Unified CCE Components This section describes the software components of Unified CCE. For more detailed information regarding software components and Unified CCE architecture, see the Cisco Unified Contact Center Enterprise 8.0 Solution Reference Network Design Guide. Unified CCE Core Components The following core components are required for Unified CCE deployments: Unified CCE Component Cisco Unified Communications Manager (Unified CM) Cisco Unified IP IVR (Unified IP IVR) or Cisco Unified Customer Voice Portal (Unified CVP) Cisco Unified ICM/Contact Center Enterprise & Hosted Cisco CTI Object Server CT IOS or CAD desktops Description Unified CM provides features comparable to those of a traditional PBX system and handles the switching requirements of Unified CCE. It allows deployment of voice applications and the integration of telephony systems with Intranet applications. Unified CM software must be installed on a Cisco Media Convergence Server (MCS). Unified IP IVR and Unified CVP both provide Interactive Voice Response (IVR) and queuing capability in Unified CCE. You can select one of these IVR solutions to deploy in your Unified CCE system. Unified ICM/CCE/CCH provides intelligent multichannel contact routing and ACD functionality, including monitoring and controlling agent state, CTI capabilities, and gathering real-time and historical data for reporting in Unified CCE. Unified ICM/CCE/CCH includes the Router, Logger, Peripheral Gateway(s) for Unified CM and VRU PIMs, CTI Server, Administration & Data Servers, and Administration Client. Unified ICM/CCE/CCH software also provides Outbound Option, which enables agents to make outbound calls to customers, and Media Routing Peripheral Gateways (MR PGs) to connect to multichannel applications. Cisco CTI Object Server (CTI OS) and Cisco Agent/Supervisor Desktop (CAD) are server-based CTI solutions that provide desktops used by contact center agents and supervisors. You select which application to deploy in Unified CCE. CTI OS includes the CTI OS Server, 8

17 Chapter 1: Introduction to Cisco Unified Contact Center Enterprise About Unified CCE Components Unified CCE Component Description CTI OS Agent Desktop, Unified CCE Supervisor Desktop, CTI OS Toolkit, and Client Interface Library (CIL). Cisco Agent/Supervisor Desktop includes the Desktop Administrator, Agent Desktop, and Supervisor Desktop. Following are the deployment options for the desktop application: Windows application Browser-based application Cisco Unified IP Phone Agent, where there is no desktop application at all but just an XML application on the IP phone CRM connector CRM Connectors provide pre-built integrations into CRM applications for SAP, Siebel, Salesforce, Microsoft CRM, and Peoplesoft. In addition to these components, Unified CCE includes Voice-over-IP (VoIP) gateways, and Peripheral Gateway with Unified CM and Unified IP IVR or Unified CVP PIMs. Unified CCE Core Software Components The following figure shows the core components of the Unified CCE system: Figure 1: Unified CCE components The following figure describes the variety of Agent Interfaces for Unified CCE: 9

18 About Unified CCE Components Chapter 1: Introduction to Cisco Unified Contact Center Enterprise Figure 2: Agent Interfaces for Unified CCE Unified CCE Optional Software Components The following optional software components can be (but are not required to be) deployed in Unified CCE. This group of components provide web and interactivity to the Unified CCE. They are referred to collectively as the Multichannel components. Other optional components are Outbound Option and Unified CCMP (listed in the following table). Component Multichannel Components Cisco Outbound Option Cisco Unified Contact Center Management Portal (Unified CCMP) Description This group of components called Cisco Interaction Manager provide web and interaction with Unified CCE. See the Cisco Unified Web & Interaction Manager System Administration Guidefor instructions on configuring Unified CCE with these multichannel applications. Outbound Option provides outbound dialing functionality. You can configure your contact center for automated outbound activities using Outbound Option. Agents who are not busy handling inbound requests can perform outbound calls, thereby maintaining a high level of agent productivity. Unified CCMP provides a simple to use web-based user interface to streamline the day-to-day provisioning and configuration operations performed by a contact center manager, team lead, or administrator. 10

19 Chapter 1: Introduction to Cisco Unified Contact Center Enterprise Basic Unified CCE Call Flow Basic Unified CCE Call Flow The figure below shows the flow of a basic Unified CCE call. In this scenario, all of the agents are assumed to be "not ready" when the call arrives, so the call is routed by Unified CCE to the Unified IP IVR. While the call is connected to the Unified IP IVR, call queuing treatment (announcements, music, and so on) is provided. When an agent becomes available, Unified CCE directs the Unified IP IVR to transfer the call to that agent's phone. While the call is being transferred, Unified CCE sends the caller data such as Automatic Number Identification (ANI) and Directory Number (DN) to the agent desktop software. Figure 3: Unified CCE call flow - Unified IP IVR The call flow shown above is as follows: 1. Call is delivered from the public switched telephone network (PSTN) to voice gateway. 2. A Media Gateway Control Protocol (MGCP) or H.323 Standard Protocol Route Request is sent to Unified CM. 3. A Java Telephony API (JTAPI) Route Request is sent to Unified CCE. 4. Unified CCE runs routing script. If no available agent is found, the Unified IP IVR label (page 116) is returned from the routing script. 5. Unified CCE instructs Unified CM to transfer the call to Unified IP IVR, and Unified CM does as instructed. 6. Unified IP IVR notifies Unified CCE that the call has arrived. 7. Unified CCE instructs Unified IP IVR to play queue announcements. 8. Agent becomes ready (completed previous call or just went ready). 11

20 Basic Unified CCE Call Flow Using Unified CVP Chapter 1: Introduction to Cisco Unified Contact Center Enterprise 9. Unified CCE sends the call data to the selected agent screen and instructs the Unified IP IVR to transfer the call to the agent phone. 10. Unified IP IVR transfers the Voice over Internet Protocol (VoIP) voice path to the selected agent phone. 11. The call is answered by the agent. See Also See the Cisco Unified Contact Center Enterprise Solution Reference Network Design Guide for additional details. Basic Unified CCE Call Flow Using Unified CVP Figure 4: Unified CCE call flow - Unified CVP Following is the call flow: 1. Call is delivered from PSTN to ingress voice gateway. 2. Voice gateway sends SIP or H. 225 request to Unified CVP for the incoming call. 3. Unified CVP sends route request to Unified CCE, requesting instructions. 4. Unified CCE runs routing scripts and instructs Unified CVP for prompting and announcements. 5. Agent becomes ready (completed previous call or just went ready). 6. Unified CCE instructs Unified CVP to send the call to the available agent on Unified CM. 7. Unified CCE sends call data to selected agent screen. 12

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