Contact Center Gateway Setup Prerequisities
Before setting up your Cisco Contact Center Gateway, complete these prerequisite steps:
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Install and configure a Unified CCE child system. See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html and the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html for detailed instructions.
Note
To enable call transfers from a parent cluster to a child cluster, first satisfy the Unified Communications Manager IP Telephony requirements. For example, deploy a Device Trunk such as H.225 Trunk (Gatekeeper Controlled) or Intercluster Trunk (Non-Gatekeeper Controlled). For more information, see the Cisco Unified Communications Manager documentation at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-series-home.html.
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Test your child Unified CCE system to verify that everything works correctly and that you can route calls.
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Install and configure a Unified ICM parent system, which includes installing a redundant pair of Unified CCE Gateway PGs.
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Collect the necessary configuration information. Although many elements are configured automatically, some elements require manual setup. For example, for the CTI Server, you need the host names or IP addresses and connection ports for Side A and Side B. You also need the Peripheral ID when setting up a system peripheral.
Enable Application Routing on Child
Procedure
Step 1 |
In the Configuration Manager of the Unified CCE child, select . |
Step 2 |
In the Attributes tab, check Permit Application Routing for those route points on which you post route or translation route to the parent. |
Special Configuration for Unified CCE Child with Unified CVP
A Unified CCE child can use Unified CVP as its VRU.
A Unified CCE child system that uses Unified CVP requires the following:
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The Unified CCE VRU Peripheral Gateway is mapped to the Unified Communications Manager routing label.
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The Unified Communications Manager route pattern must be associated with the child Unified CVP.
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The SIP static route for Unified CVP must point to the child Unified Communications Manager.
For more information on configuring Unified CVP, see the Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.
Configure the Unified CCE Gateway PG
Procedure
Step 1 |
Start the Configuration Manager on the Admin Workstation. |
Step 2 |
Follow the standard procedure for installing a PG with the following Unified CCE Gateway-specific settings:
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What to do next
When you bring up the Gateway PG, the autoconfiguration takes place.
Other Configuration on the Parent
Some autoconfiguration happens between the parent and child. You configure other elements manually in the Configuration Manager so that call flows work properly:
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Configure a Network Trunk Group and a Trunk Group on the Unified CCE Gateway PG. This task is used when configuring peripheral targets.
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Configure Routes, Peripheral Targets, and Labels for the routing clients for the autoconfigured Services (child call types). The routing clients are the Unified CCE Gateway PG and the parent VRU (either Unified CVP or Unified IP IVR). Configure corresponding route points that match the labels in Unified Communications Manager. Add the labels to the child as dialed numbers with Permit Application Routing enabled.
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Add the autoconfigured Skill Groups as Service Members. If you do not add these Service Members, you cannot use MED.
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To pass call context from the parent to the child, you must translation route all calls. Create translation routes, routes, peripheral targets, and labels for the Unified CCE Gateway PG and the parent routing clients.
See the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html for more information.
Script to Verify Deployment
Create a script that can interact with the Unified CCE Gateway to verify your deployment. Be sure that the script targets a skill group, either directly or through a service. For example, you can create scripts for Longest Available Agent (LAA) for skill groups and Minimum Expected Delay (MED) for Services. If the script uses a translation route, create the translation route before you create the script.
For more information about scripting, see the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.
For instructions on creating a Translation Route, see Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Unified ICM Service Startup
You start the Unified ICM Service for the Enterprise Gateway PG in the Unified ICM Service Control dialog. Select the Services name for the Enterprise Gateway PG and click Start.
After the child and the parent Unified ICM establish a connection, the child configuration propagates to the parent Unified ICM Configuration Manager. Agent configuration information on the child propagates to the parent. The agent information is dimmed on the parent because you cannot modify or delete that information at the parent level.
For general information about Unified ICM Service Control, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.