Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 3 Design Considerations for High Availability
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Design Considerations for Unified CCE System Deployment with Unified ICM Enterprise
In either configuration, a separate Administrative Workstation Server is required to host the Web-based
reporting (WebView), configuration (WebConfig), and scripting (Internet Script Editor) tools for the
system as well as an Historical Database Server option.
Note Cisco Agent Desktop (CAD) may also be used as part of the child Unified CCE in place of CTI OS.
Parent/Child Call Flows
Typical Inbound PSTN Call Flow
The following sections describe the call flows for the parent and child.
In a typical inbound call flow from the PSTN, calls would be directed by the carrier network to the
contact center sites using some predefined percent allocation or automatic routing method. These calls
are terminated in the CVP voice gateways at the call center locations, under control of the Unified ICM
parent CVP. The inbound call flow is as follows:
1. The call arrives on the CVP voice gateway at the Unified CCE call center location.
2. The CVP voice gateway maps the call by dialed number to a particular CVP Call Control Server at
the Unified ICM parent site and sends a new call event to the CVP Call Control Server.
3. The CVP Call Control Server sends the new call event message to the CVP or IVR PG at the Unified
ICM parent site.
4. The CVP PG sends the new call message to the Unified ICM parent, which uses the inbound dialed
number to qualify a routing script to determine the proper call treatment (messaging) or agent groups
to consider for the call.
5. Unified ICM instructs the CVP to hold the call in the voice gateway and wait for an available agent,
while directing specific instructions to play .wav files for hold music to the caller in the gateway.
6. When an agent becomes available, the Unified ICM instructs the CVP to transfer the call to the site
with the available agent by using a translation route. (The agent might not be at the same physical
site but across the WAN.) Any data collected about the call in the Unified ICM parent CVP will be
transferred to the remote system's PG (either a TDM, legacy PG, or one of the Unified CCE Gateway
PGs for Unified CCX or Unified CCE).
7. When the call arrives at the targeted site, it will arrive on a specific translation route DNIS that was
selected by the Unified ICM parent. The PG at the site is expecting a call to arrive on this DNIS to
match up with any pre-call CTI data associated with the call. The local ACD or Unified CCE will
perform a post-route request to the local PG to request the CTI data as well as the final destination
for the call (typically the lead number for the skill group of the available agent).
8. If the agent is no longer available for the call (walked away or unplugged), the call will remain at
the local ACD or Unified CCE and require that system to provide a rerouting of the call to a local
queue for the next available agent. The call could also be post-routed back to the Unified ICM parent
to queue in the CVP for an agent at any location.
Cisco Unified Contact Center Enterprise 7.x SRND
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