Cisco Unified Contact Center Enterprise Solution Reference ...

Design Considerations for Unified CCE System Deployment with Unified ICM Enterprise
Post-Route Call Flow
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 3 Design Considerations for High Availability
Post-routing is used when a call is already at a peripheral ACD or IVR and needs to be routed
intelligently to another agent or location. If an agent gets a call in the ACD or Unified CCE that needs
to be sent to a different skill group or location, the agent can make use of the post-route functionality to
reroute the call. The post-route call flow is as follows:
Parent/Child Fault Tolerance
1. The agent transfers the call to the local CTI route point for reroute treatment using the CTI agent
desktop.
2. The reroute application or script makes a post-route request to the Unified ICM parent via the local
Unified CCE Gateway PG connection.
3. The Unified ICM parent maps the CTI route point from the Unified CCE as the dialed number and
uses that number to select a routing script. This script will return a label or routing instruction that
can move the call to another site, or to the same site but into a different skill group, or to a CVP node
for queueing.
4. The Unified CCE receives the post-route response from the Unified ICM parent system and uses the
returned routing label as a transfer number to send the call to the next destination.
The parent/child model provides for fault tolerance to maintain a complete IP-ACD with either Unified
CCX or Unified CCE deployed at the site, with local IP-PBX and call treatment and queueing
functionality.
Unified CCE Child Loses WAN Connection to Unified ICM Parent
If the WAN between the Unified CCE child site and the Unified ICM parent fails, the local Unified CCE
system will be isolated from the parent as well as the Unified CVP voice gateway. Calls coming into the
site will no longer get treatment from the CVP under control of the Unified ICM parent, so the following
functionality must be replicated locally:
In the CVP voice gateway, the dial peer statements must pass control of the calls to the local
Cisco Unified CallManager cluster if the CVP Call Control Server cannot be reached.
The local Cisco Unified CallManager cluster must have CTI route points mapped to the inbound
DNIS or dialed numbers that the local voice gateway will present if the CVP Call Control Server is
not reached.
For Unified CCX:
Unified CCX JTAPI applications have to be mapped to these CTI route points to provide any typical
inbound call treatment, such as playing a welcome greeting or other message.
The application has to provide for call queueing and treatment in queue while waiting for a local
Contact Service Queue (CSQ) agent.
Any data lookup or external CTI access that is normally provided by CVP or the parent Unified ICM
must be provisioned locally to allow the agents to have full access to customer data screen pops as
well.
Any post-routing applications or transfer scripts will fail during this outage, so the Unified CCX
must be configured to handle this outage or prevent the post-route applications from being accessed.
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