Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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Chapter 1 Architecture Overview<br />
Figure 1-10 Routing Script Example<br />
Translation Routing and Queuing<br />
OL-8669-05<br />
Route request (DN, ANI, CED) CallManager<br />
Cluster<br />
Agent ID Dev Target<br />
111 1234<br />
Dev Target<br />
1234<br />
1234<br />
CM Cluster<br />
IPIVR 1<br />
IPIVR 2<br />
Label<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
<strong>Unified</strong> CCE Routing<br />
If no agents are available, then the router exits the Select node and transfers the call to a <strong>Unified</strong> IP IVR<br />
to begin queuing treatment. The transfer is completed using the Translation Route to VRU node. The<br />
Translation Route to VRU node returns a unique translation route label to the original routing client, the<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager cluster. The translation route label will equal a DN configured in<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager. In <strong>Cisco</strong> <strong>Unified</strong> CallManager, that DN is mapped to a CTI Route Point that<br />
is associated with the JTAPI user for the <strong>Unified</strong> IP IVR to which the call is being transferred.<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager and <strong>Unified</strong> IP IVR will execute the JTAPI routing control messaging to<br />
select an available CTI Port.<br />
When the call is successfully transferred to the <strong>Unified</strong> IP IVR, the <strong>Unified</strong> IP IVR translation routing<br />
application first sends a request instruction message to the <strong>Unified</strong> ICM via the SCI between the<br />
<strong>Unified</strong> IP IVR and the <strong>Unified</strong> ICM. The <strong>Unified</strong> ICM identifies the DN as being the same as the<br />
translation route label and is then able to re-associate this call with the call that was previously being<br />
routed. The <strong>Unified</strong> ICM then re-enters the routing script that was previously being run for this call. The<br />
re-entry point is the successful exit path of the Translation Route to VRU node. (See Figure 1-11.) At<br />
this point, the routing client has changed from the <strong>Cisco</strong> <strong>Unified</strong> CallManager cluster to IPIVR1.<br />
While the call was being transferred, the routing script was temporarily paused. After the transfer to the<br />
<strong>Unified</strong> IP IVR is successfully completed, the <strong>Unified</strong> IP IVR becomes the routing client for this routing<br />
script. Next the routing script queues the call to the BoatSales skill group and then instructs the<br />
<strong>Unified</strong> IP IVR to run a specific queue treatment via the Run VRU Script node. Eventually agent 111<br />
becomes available, and as in the previous example, the label to be returned to the routing client is<br />
1234<br />
Rtg Client<br />
1234<br />
1234<br />
1234<br />
Route response returned<br />
to CallManager Cluster<br />
76581<br />
1-23
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