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 />
OL-8669-05<br />
Conferences in a <strong>Unified</strong> CCE Environment<br />
Any call data that was delivered to the transferring agent or added by the transferring agent is sent along<br />
with the transfer request to the <strong>Cisco</strong> <strong>Unified</strong> CallManager PIM.<br />
Conferences in a <strong>Unified</strong> CCE Environment<br />
Conferences are a commonly used feature in contact centers, therefore it is very important to consider<br />
all of the possible conference scenarios desired for your <strong>Unified</strong> CCE installation. This section explains<br />
basic conference concepts, and the conference scenarios themselves are discussed in the chapter on<br />
Deployment Models, page 2-1.<br />
Conferences involve three or more parties: the original caller, added participants, the conferencing<br />
agent, and the target agent. The original caller is the caller that made the original call that was routed to<br />
the conferencing agent. Added participants are parties that are already in an existing conference call. The<br />
conferencing agent is the agent requesting the conference to add the target agent. The target agent is the<br />
agent being added to the conference. This terminology is used throughout this document when referring<br />
to the various parties in a conference.<br />
Note <strong>Cisco</strong> recommends that all call control (answer, release, conference, transfer, and so on) be done from<br />
the agent desktop application.<br />
Dialed Number Plan<br />
When a conferencing agent wants to conference a call to another skill group or agent, the conferencing<br />
agent clicks on the conference button on the <strong>Unified</strong> CCE Agent Desktop. A dialog box allows the<br />
conferencing agent to enter the dialed number of a skill group or agent. An alphanumeric dialed number<br />
string (such as sales or service) is also valid provided it is configured in the <strong>Unified</strong> CCE Dialed Number<br />
Plan. The conferencing agent then clicks OK to initiate the conference. The conference request message<br />
flows from the conferencing agent desktop to the CTI Server and then to the <strong>Cisco</strong> <strong>Unified</strong> CallManager<br />
PIM.<br />
Note that single-step blind transfers are not supported.<br />
Any call data that was delivered to the conferencing agent or added by the conferencing agent is sent<br />
along with the conference request to the <strong>Cisco</strong> <strong>Unified</strong> CallManager PIM.<br />
The <strong>Cisco</strong> <strong>Unified</strong> CallManager PIM then attempts to match the dialed number with an entry in the<br />
Dialed Number Plan. The <strong>Unified</strong> ICM Dialed Number Plan (DNP) is currently administered via the<br />
Bulk Configuration tool on the <strong>Unified</strong> ICM Administrative Workstation (AW). Entries in the DNP are<br />
entered per peripheral (PIM), and all DNP entries for a particular PIM are downloaded to the PIM upon<br />
PIM startup. Updates and additions to the DNP are also sent to the PIM dynamically, and they take effect<br />
immediately and are used for the next call being conferenced. In order for the <strong>Unified</strong> ICM to route the<br />
conference and have all call data move with the conference and be saved for cradle-to-grave reporting,<br />
a match for the dialed number must be found in the DNP for the PIM where the agent is currently logged<br />
in.<br />
Within the DNP, fuzzy (wildcard) matching of dialed number strings is allowed. The DNP is not the<br />
same as the Dialed Number table used by the <strong>Unified</strong> ICM router and managed via the AW<br />
Configuration Manager tool. The <strong>Unified</strong> ICM router maps dialed numbers to call types, and call types<br />
are mapped to <strong>Unified</strong> ICM routing scripts. This is how a specific dialed number is mapped to a routing<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
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