Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 1 Architecture Overview
Multichannel Subsystems
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Unified CCE Components, Terminology, and Concepts
When an available CTI Port is allocated to the call, a Unified IP IVR workflow is started within the
Unified IP IVR. When the Unified IP IVR workflow executes the accept step, a JTAPI message is sent
to Cisco Unified CallManager to answer the call on behalf of that CTI Port (device). When the
Unified IP IVR workflow wants the call transferred or released, it again instructs Cisco Unified
CallManager on what to do with that call. These scenarios are examples of device and call control
performed by the Unified IP IVR.
When a caller releases the call while interacting with the Unified IP IVR, the voice gateway detects the
caller release and notifies Cisco Unified CallManager via H.323 or Media Gateway Control Protocol
(MGCP), which then notifies the Unified IP IVR via JTAPI. When DTMF tones are detected by the voice
gateway, it notifies Cisco Unified CallManager via H.245 or MGCP, which then notifies the
Unified IP IVR via JTAPI. These scenarios are examples of device and call monitoring performed by the
Unified IP IVR.
In order for the CTI Port device control and monitoring to occur, the CTI Port devices on Cisco Unified
CallManager must be associated with the appropriate Unified IP IVR JTAPI user ID. If you have two
150-port Unified IP IVRs, you would have 300 CTI ports. Half of the CTI ports (150) would be
associated with JTAPI user Unified IP IVR #1, and the other 150 CTI ports would be associated with
JTAPI user Unified IP IVR #2.
While Cisco Unified CallManager can be configured to route calls to Unified IP IVRs on its own,
routing of calls to the Unified IP IVRs in a Unified CCE environment should be done by the ICM (even
if you have only one Unified IP IVR and all calls require an initial IVR treatment). Doing so will ensure
proper Unified CCE reporting. For deployments with multiple Unified IP IVRs, this routing practice
also allows the ICM to load-balance calls across the multiple Unified IP IVRs.
The ICM has the capability to provide a multichannel contact center that includes email and web
collaboration. It does this through interactions with Cisco E-Mail Manager and Cisco Collaboration
Server. (See Figure 1-8.) The ICM has three integration points that are used for its multimedia
subsystems:
Media Routing (MR) interface — The MR interface is through the MR Peripheral Gateway (PG).
Cisco E-Mail Manager and Cisco Collaboration Server use this interface to tell the ICM that they
have a new task that needs to be serviced, and they would like an agent to be assigned.
Agent Reporting and Management (ARM) interface — The ARM interface is through the CTI server
on the PG to which a given agent is assigned. Cisco E-Mail Manager and Cisco Collaboration Server
use the ARM interface to tell the ICM when the agent is working on a task in their subsystem, and
to monitor the status of agents in the ICM.
Configuration Application Programming Interface (ConAPI) — The ConAPI is through the
Administrative Workstations (AWs). Cisco E-Mail Manager and Cisco Collaboration Server use this
interface to ensure that their configuration and the ICM's configuration are in sync. The ConAPI is
used to create skill groups, configure agents, and create ICM services for routing.
Cisco Unified Contact Center Enterprise 7.x SRND
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