Cisco Unified Contact Center Enterprise Solution Reference ...

IPT: Multi-Site with Centralized Call Processing
Unified CCE: Transfers
2-10
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 2 Deployment Models
In this deployment model (as well as in the multi-site centralized call processing model), both the
transferring agent and target agent are on the same peripheral. This also implies that both the routing
client and the peripheral target are the same peripheral. The transferring agent generates a transfer to a
particular dialed number configured as a CTI Route Point in Cisco Unified CallManager (for example,
looking for any specialist in the specialist skill group).
The Agent peripheral (either the Unified CCE System peripheral or the Enterprise Unified CCE
peripheral) will generate a route request to the Unified ICM router. The Unified ICM router will match
the dialed number to a call type and activate the appropriate routing script. The routing script looks for
an available specialist.
If a target agent (specialist) is available to receive the transferred call, then the Unified ICM router will
return the appropriate label to the requesting routing client (the Agent peripheral). In this scenario, the
label is typically just the extension of the phone where the target agent is currently logged in. Upon
receiving the route response (label), the Cisco Unified CallManager PIM will then initiate the transfer
by sending a JTAPI transfer request to the Cisco Unified CallManager.
At the same time that the label is returned to the routing client, pre-call data (which includes any call
data that has been collected for this call) is delivered to the peripheral target. In this scenario, the routing
client and peripheral target are the same Agent peripheral. This is because the transferring agent and the
target agent are both associated with the same peripheral. In some of the more complex scenarios to be
discussed in later sections, sometimes the routing client and peripheral target are not the same.
If a target agent is not available to receive the transferred call, then the Unified ICM routing script is
typically configured to transfer the call to an IVR so that queue treatment can be provided. In this
scenario the logic in the Unified CCE System PG differs from the logic in the Unified CCE PG.
In both cases the label is a dialed number that will instruct the Cisco Unified CallManager to transfer
the call to an IVR. In the case of the Unified CCE System PG, the peripheral target and routing client
are both the Unified CCE System peripheral. Translation routing is done without having to configure the
translation routes explicitly in the Unified ICM.
In the case of the Unified CCE peripheral, the routing client and peripheral target are different. The
routing client is the Unified CCE peripheral, while the peripheral target is the specific IVR PIM to which
the call is being transferred. Translation routes must be configured explicitly.
IPT: Multi-Site with Centralized Call Processing
A multi-site deployment with centralized call processing refers to any scenario where call processing
servers (Cisco Unified CallManager, Unified ICM, and Unified IP IVR or Unified CVP) are located at
the same site, while any combination of voice gateways, agents, desktops, and phones are located
remotely across a WAN link or centrally. Figure 2-2 illustrates this type of deployment.
There are two variations of this IPT model:
IPT: Centralized Voice Gateways, page 2-11
IPT: Distributed Voice Gateways, page 2-13
OL-8669-05