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Cisco Unified Contact Center Enterprise Solution Reference ...

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<strong>Unified</strong> ICM Routing Clients<br />

1-20<br />

Figure 1-9 System <strong>Unified</strong> CCE<br />

<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />

Chapter 1 Architecture Overview<br />

For more information on System <strong>Unified</strong> CCE, see the chapter on Deployment Models, page 2-1.<br />

<strong>Unified</strong> ICM Routing Clients<br />

Device Targets<br />

Admin Browser<br />

WebView Browser<br />

Agent Desktop<br />

<strong>Cisco</strong> CallManger<br />

Admin and Reporting<br />

Central Controller<br />

Agent/IVR Controller<br />

IPIVR<br />

Optional<br />

Outbound<br />

Controller<br />

MC Controller for<br />

CeM<br />

MC Control CCS<br />

CAD Services<br />

A <strong>Unified</strong> ICM routing client is anything that can generate a route request to the <strong>Unified</strong> ICM Central<br />

Controller. The <strong>Cisco</strong> <strong>Unified</strong> CallManager PIM (representing the entire <strong>Cisco</strong> <strong>Unified</strong> CallManager<br />

cluster) and each <strong>Unified</strong> IP IVR/<strong>Unified</strong> CVP PIM are routing clients. Routing clients generate route<br />

requests to the <strong>Unified</strong> ICM Central Controller. The <strong>Unified</strong> ICM Central Controller then executes a<br />

routing script and returns a routing label to the routing client. A redundant PIM is viewed as a single<br />

logical routing client, and only one side of a PIM is active at any point in time. In a <strong>Unified</strong> CCE<br />

deployment with one <strong>Cisco</strong> <strong>Unified</strong> CallManager cluster (with any number of nodes) and two<br />

<strong>Unified</strong> IP IVRs, three routing clients are required: the <strong>Cisco</strong> <strong>Unified</strong> CallManager PIM and the two<br />

<strong>Unified</strong> IP IVR/<strong>Unified</strong> CVP PIMs.<br />

The public switched telephone network (PSTN) can also function as a routing client. The <strong>Unified</strong> ICM<br />

supports a software module called a Network Interface Controller (NIC), which enables the <strong>Unified</strong> ICM<br />

to control how the PSTN routes a call. Intelligently routing a call before the call is delivered to any<br />

customer premise equipment is referred to as pre-routing. Only certain PSTNs have NICs supported by<br />

the <strong>Unified</strong> ICM. A detailed list of PSTN NICs and details on <strong>Unified</strong> ICM pre-routing can be found in<br />

the standard <strong>Unified</strong> ICM product documentation available at<br />

http://www.cisco.com/univercd/cc/td/doc/product/icm/<br />

Other applications such as the <strong>Cisco</strong> Media Blender, the <strong>Cisco</strong> Collaboration Server, and the <strong>Cisco</strong><br />

E-Mail Manager can also function as routing clients to allow the <strong>Unified</strong> ICM to become a multi-channel<br />

contact routing engine. Details of currently available multi-channel routing are available on <strong>Cisco</strong>.com.<br />

Each IP phone must be configured in the <strong>Unified</strong> ICM Central Controller database as a device target.<br />

Only one extension on the phone can be configured as a <strong>Unified</strong> ICM device target. Additional<br />

extensions may be configured on the phone, but those extensions will not be known to the <strong>Unified</strong> ICM<br />

software and, thus, no monitoring or control of those additional extensions is possible. The <strong>Unified</strong> ICM<br />

provides call treatment for Reroute On No Answer (RONA), therefore it is not necessary to configure<br />

143306<br />

OL-8669-05

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