Unified CCE Gateway
The Unified CCE Gateway PG allows a site Unified CCE system to connect to a Unified ICM. The Unified ICM parent views the system as an ACD.
This view is important because it allows a "parent" Unified ICM to monitor and send calls to a "child" Unified CCE system. Previous to the availability of the Unified CCE Gateway feature, monitoring this using intelligent (PG-based) routing was not possible. This allows improved scaling, resiliency, and simpler, more standardized scripting across sites.
The Unified CCE Gateway PG looks to the Unified ICM like any other PG; it does not look like Unified CCE. The Gateway PG has a Peripheral type to allow connection to a "child" Unified CCE system. The child system is listed as "Unified CCE Gateway" in the setup screen for the PG. The Gateway PG does not support third-party call control (CTI) so that all agent desktops, etc., are connected to the child Unified CCE system. The link supports voice only. The child system may support multi-media but the Unified ICM only routes voice calls to the child.
Object tracking is accomplished the same as on all legacy PIMs, through matching Peripheral Numbers on the agent, skill group, and service table. Routing to the child is to peripheral targets (skill groups/services) as with all legacy TDMs, in contrast to the Unified CCE. All normal TDM functionality is supported: Pre-Routing, Pre-Routing with Translation routing, post routing, etc. Third-party call control is the only exception. Full variable passing is done between the parent and child (you can send/receive call variables 1-10 and ECC variables).
Scripting is consistent with traditional PGs, not Unified CCE. Scripts use LAA, MED, target services, and skill groups; but not agents.
Note |
NCT is not supported with the Enterprise Gateway because the CTI control is on the ACD (child) rather than on Unified ICM parent. |
Deployment of Unified CCE Gateway for Unified CCE
Where to deploy Unified CCE Gateway for Unified CCE:
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The gateway PG is ideal for deployments that have several call centers spread geographically.
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The call centers are independent of the Central Controller so in a WAN outage, the call centers (System PG systems) can operate totally independently of Unified ICM.
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The gateway PG is also an ideal way to integrate new IP call centers into an existing Unified ICM environment with many TDM ACD sites.
Note
In a single script node (MED) peripherals that are legacy and gateway type can be used to select the best "site" to send the call to.
How does it work:
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The gateway PG works by monitoring all the events that happen on the child Unified CCE system. This is identical in function to a PG/PIM connected to any other ACD. By knowing the active call and agent states the Unified ICM router can have information available to decide if that "site" is the best to send a call to.
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The child system can also send up route requests to the parent Unified ICM to decide where to send a call (Post/Translation routing).
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The event monitoring is accomplished by the PIM connecting to the child systems CTI Server modified version of the CTI Protocol.
Object Mapping Overview (Enterprise)
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Agents on the child map to agents on the parent
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Skill groups on the child map to skill groups on the parent
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Call Types on the child map to services on the parent.
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This is due to the child's reporting being based on Call Types and the parents reporting being based on services.