Cisco Contact Center Gateway Feature
The Cisco Contact Center Gateway feature uses the Unified CCE PG which connects the Unified ICM system to a Unified CCE system. Unified CCE Peripheral Gateway allows Unified CCE to appear as a traditional ACD connected to the Unified ICM system. The Unified CCE Gateway PG provides the Unified ICM system with a PG that communicates with the CTI interface of the Unified CCE System PG.
You can use the Cisco Contact Center Gateway feature for deployments with geographically distributed call centers. Each call center has remote survivability and administrative independence. You can integrate new contact centers into an existing Unified ICM environment with many TDM ACD sites. Peripherals that are legacy ACDs and gateway types can use a single minimum expected delay (MED) script node to transfer a call to the best site.
Cisco Contact Center Gateway PG provides all standard Peripheral Interface Manager (PIM) data and functionality including:
- Call event notification
- Agent State notification
- Translation Routing
- Pre- and Post-Routing
- Real-time data
- Historical data
Cisco Contact Center Gateway also provides an autoconfiguration feature, which reduces the need for repeating configuration tasks between Unified CCE and the Unified ICM systems.