Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 1 Architecture Overview
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Conferences in a Unified CCE Environment
Any call data that was delivered to the transferring agent or added by the transferring agent is sent along
with the transfer request to the Cisco Unified CallManager PIM.
Conferences in a Unified CCE Environment
Conferences are a commonly used feature in contact centers, therefore it is very important to consider
all of the possible conference scenarios desired for your Unified CCE installation. This section explains
basic conference concepts, and the conference scenarios themselves are discussed in the chapter on
Deployment Models, page 2-1.
Conferences involve three or more parties: the original caller, added participants, the conferencing
agent, and the target agent. The original caller is the caller that made the original call that was routed to
the conferencing agent. Added participants are parties that are already in an existing conference call. The
conferencing agent is the agent requesting the conference to add the target agent. The target agent is the
agent being added to the conference. This terminology is used throughout this document when referring
to the various parties in a conference.
Note Cisco recommends that all call control (answer, release, conference, transfer, and so on) be done from
the agent desktop application.
Dialed Number Plan
When a conferencing agent wants to conference a call to another skill group or agent, the conferencing
agent clicks on the conference button on the Unified CCE Agent Desktop. A dialog box allows the
conferencing agent to enter the dialed number of a skill group or agent. An alphanumeric dialed number
string (such as sales or service) is also valid provided it is configured in the Unified CCE Dialed Number
Plan. The conferencing agent then clicks OK to initiate the conference. The conference request message
flows from the conferencing agent desktop to the CTI Server and then to the Cisco Unified CallManager
PIM.
Note that single-step blind transfers are not supported.
Any call data that was delivered to the conferencing agent or added by the conferencing agent is sent
along with the conference request to the Cisco Unified CallManager PIM.
The Cisco Unified CallManager PIM then attempts to match the dialed number with an entry in the
Dialed Number Plan. The Unified ICM Dialed Number Plan (DNP) is currently administered via the
Bulk Configuration tool on the Unified ICM Administrative Workstation (AW). Entries in the DNP are
entered per peripheral (PIM), and all DNP entries for a particular PIM are downloaded to the PIM upon
PIM startup. Updates and additions to the DNP are also sent to the PIM dynamically, and they take effect
immediately and are used for the next call being conferenced. In order for the Unified ICM to route the
conference and have all call data move with the conference and be saved for cradle-to-grave reporting,
a match for the dialed number must be found in the DNP for the PIM where the agent is currently logged
in.
Within the DNP, fuzzy (wildcard) matching of dialed number strings is allowed. The DNP is not the
same as the Dialed Number table used by the Unified ICM router and managed via the AW
Configuration Manager tool. The Unified ICM router maps dialed numbers to call types, and call types
are mapped to Unified ICM routing scripts. This is how a specific dialed number is mapped to a routing
Cisco Unified Contact Center Enterprise 7.x SRND
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