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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IPT: Multi-Site with Centralized Call Processing<br />
<strong>Unified</strong> CCE: Transfers<br />
2-10<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
Chapter 2 Deployment Models<br />
In this deployment model (as well as in the multi-site centralized call processing model), both the<br />
transferring agent and target agent are on the same peripheral. This also implies that both the routing<br />
client and the peripheral target are the same peripheral. The transferring agent generates a transfer to a<br />
particular dialed number configured as a CTI Route Point in <strong>Cisco</strong> <strong>Unified</strong> CallManager (for example,<br />
looking for any specialist in the specialist skill group).<br />
The Agent peripheral (either the <strong>Unified</strong> CCE System peripheral or the <strong>Enterprise</strong> <strong>Unified</strong> CCE<br />
peripheral) will generate a route request to the <strong>Unified</strong> ICM router. The <strong>Unified</strong> ICM router will match<br />
the dialed number to a call type and activate the appropriate routing script. The routing script looks for<br />
an available specialist.<br />
If a target agent (specialist) is available to receive the transferred call, then the <strong>Unified</strong> ICM router will<br />
return the appropriate label to the requesting routing client (the Agent peripheral). In this scenario, the<br />
label is typically just the extension of the phone where the target agent is currently logged in. Upon<br />
receiving the route response (label), the <strong>Cisco</strong> <strong>Unified</strong> CallManager PIM will then initiate the transfer<br />
by sending a JTAPI transfer request to the <strong>Cisco</strong> <strong>Unified</strong> CallManager.<br />
At the same time that the label is returned to the routing client, pre-call data (which includes any call<br />
data that has been collected for this call) is delivered to the peripheral target. In this scenario, the routing<br />
client and peripheral target are the same Agent peripheral. This is because the transferring agent and the<br />
target agent are both associated with the same peripheral. In some of the more complex scenarios to be<br />
discussed in later sections, sometimes the routing client and peripheral target are not the same.<br />
If a target agent is not available to receive the transferred call, then the <strong>Unified</strong> ICM routing script is<br />
typically configured to transfer the call to an IVR so that queue treatment can be provided. In this<br />
scenario the logic in the <strong>Unified</strong> CCE System PG differs from the logic in the <strong>Unified</strong> CCE PG.<br />
In both cases the label is a dialed number that will instruct the <strong>Cisco</strong> <strong>Unified</strong> CallManager to transfer<br />
the call to an IVR. In the case of the <strong>Unified</strong> CCE System PG, the peripheral target and routing client<br />
are both the <strong>Unified</strong> CCE System peripheral. Translation routing is done without having to configure the<br />
translation routes explicitly in the <strong>Unified</strong> ICM.<br />
In the case of the <strong>Unified</strong> CCE peripheral, the routing client and peripheral target are different. The<br />
routing client is the <strong>Unified</strong> CCE peripheral, while the peripheral target is the specific IVR PIM to which<br />
the call is being transferred. Translation routes must be configured explicitly.<br />
IPT: Multi-Site with Centralized Call Processing<br />
A multi-site deployment with centralized call processing refers to any scenario where call processing<br />
servers (<strong>Cisco</strong> <strong>Unified</strong> CallManager, <strong>Unified</strong> ICM, and <strong>Unified</strong> IP IVR or <strong>Unified</strong> CVP) are located at<br />
the same site, while any combination of voice gateways, agents, desktops, and phones are located<br />
remotely across a WAN link or centrally. Figure 2-2 illustrates this type of deployment.<br />
There are two variations of this IPT model:<br />
IPT: Centralized Voice Gateways, page 2-11<br />
IPT: Distributed Voice Gateways, page 2-13<br />
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