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ICM-to-ICM Gateway User Guide for Cisco Unified Contact Center

1. Figure 13 ICM GATEWAY 23 ICM Gateway ICM Customer x From the pop up menu that appears choose Properties The ICM Gateway dialog box appears ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 17 Chapter 2 ICM to ICM Gateway Configuration Defining Client ICM Configuration Data Step 3 Step 4 Step 5 Step 6 Figure 14 icm gateway properties PI ICM Gateway Properties From the list select the gateway to the Unified ICME to which you want to send the request Check the Validate Returned Labels check box if you want the Client ICM to validate the label that the Server ICM returns before passing it to the routing client If the Server ICM is returning a dynamic label an expression the Server ICM CallRouter converts to a character string and returns to the routing client as a label do not check this box On the Default Label tab specify a default label to be used if the Server ICM returns an invalid label Click OK Specifying a Fixed Local Port Number for the NetwrkCIC Process In an ICM to ICM Gateway implementation the NetwrkCIC process is a part of the Client CallRouter installation that manages the ICM Gateway By default the IP port used in the NetwrkCIC process for the public network communication to the Server ICM INCRP NIC process is selected dynamically at runtime Unified ICME processes use IP port numbers between 39000 and 50000 Use the followi
2. GROUP RR UNR RR terre cae ris verre eer merry art ss 18 te Tian Rs GR caps Viera cet OnE Ra gerne yee nr a REP tener RE treme queria qteerereerier vena aueny ow eek raver rrr Te 21 Finite Ca Physical tera Contoh cia E 21 o N 22 Foe e INCRE NC MOP E a E 23 PIU E AC POT E a E teelr Cryer rer tre 25 ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 Purpose Audience Conventions Preface This manual describes the ICM to ICM Gateway feature that is part of Cisco Unified Intelligent Contact Management Enterprise Unified ICME It discusses ICM to ICM Gateway functionality architecture and call flows and provides step by step instructions for configuring ICM systems for ICM to ICM Gateway user This manual is intended primarily for system administrators who will be responsible for configuring ICM systems for ICM to ICM Gateway use This manual uses the following conventions Convention Description boldface font Boldface font is used to indicate commands such as user entries keys buttons and folder and submenu names For example e Choose Edit gt Find e Click Finish italic font Italic font is used to indicate the following ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 1 Preface Obtaining Documentation and Submitting a Service Request Convention Description To introduce a new term Example A skill group
3. NIC properties INCRP NIC Properties m m a B BGB G B E SP ope G EE ot ol G ojo o o o a o m u mom tm SS GA E gt sis gt ofs ogo gt ep Sp op e Sono o SM SM ono SM OM So BeBBrREBBEE 368 BBEBBEBBEE i Web Setup Tool supports a maximum of ten clients In the Network Interface Controller section of this screen ensure that the value for Physical Controller matches the Physical Controller ID value that was assigned to the NIC when you defined the NIC see the section Installing the INCRP NIC page 19 Enter the IP Name IP Address or hostname of the local address for incoming Client ICM connections Note The address hostname must be on the same network as the Client ICM NAM addresses ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 23 Chapter 2 ICM to ICM Gateway Configuration Server Configuration Step 5 Step 6 In the Client ICM section of this screen enter the following information for each client for which this system is a server a Enable Check the Enable box to enable the client b Description Enter a description of the client optional c Client ID Enter the same value that you entered in the NAM ID field on the Router Properties screen during client machine router setup see section Identify the Client for the Server page 12 d Application Gateway ID Enter the application gateway ID This must match the applic
4. 2 Ad AAA 12 Defining Client ICM Configuration Dad orinar rc iia 12 Create or Configure the Gateway Process on the CallRouter occccccnnnnoconccccnoncccnnnnanononnnnncnnnnnnnos 13 Eo o APP RO PO e RO E RE A 17 Specifying a Fixed Local Port Number for the NetwrkCIC Process ii 18 DENET CONO AAA A A NR 19 Defining and Configuring the INCRP Mec eds ale nao nan 19 Seting Up Tanslaion Fone LARGO aria 24 dass a A ner er eee DD RR 24 A A A O ASR RS geen eg 27 ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 List of Figures Eibute 15 Bane i Wvi ig 10 BA Gateway Call Pia 4 Finite 2 E Mito Link Component eeeeyapenre eee re ameter Caria ret eeere a al 5 Finite i eed at germs Ua nto CAIRO oo aa q pe RREO en tere newer teers ares ot sere erin rer rion rr cee 6 Finite Eesmple Pro Ronnie Cal FloW ral a 6 Fine Espe Po ROn aL apa 7 PCO e canto ee A O PR OR Neer GR RR DR a a were tener ier ram ftir 9 FU aged Quan INC RENT Maa 9 Figure i Scenaro ICM A0 ICM CRA TUE cisini 10 Pee APO Ny Lia redone teen ee tera CR RR RR qerrarr ren RR errr ae 14 PLE 11 EW Ao POR SOLOS eee Pe ergy ce gee ua E rr UR a ani rT curr eer otters crprersfrerr rae 15 Pie LE jo dias qnto mer Coa Ea gn E 16 Eue LS Nea cer ACV pas cb nussa SED eg ent ri E crm o LF Sites ca Doe EA A gre eae nn RD Dep eaten ORE Terme queria cerrerr cen RR errant as 17 pu i iem po Rig PODE perme ere ee ca gee eg ener re DRE
5. CM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 15 Chapter 2 ICM to ICM Gateway Configuration Defining Client ICM Configuration Data Step 9 Step 10 When finished click Save to save the changes From the Application Gateway list make note of the Application Gateway IDs number s for the server system s You will need to specify these Application Gateway ID number s during Server side configuration The bottom half of the ConnectionSide A and Connection Side B tabs display a number of timeout and limit values Accept the defaults for these values Configuring an Existing Gateway Step 1 Step 2 Step 3 Step 4 If the gateway process is already present on the CallRouter perform the following steps to configure it for ICM to ICM Gateway use Bring up the Calls gt Application Gateway gt Application Gateway List screen Figure 11 Application Gateway List Application Gateway List o 5 x _ Select filter data Attributes Connection Side A Connection Side B Name 2 Optional Filter Condition Value Application gateway ID 0 None E El Type Remote ICM y Lies ___Betieve c Prefened side Sea E feat Application Gateway Encryption lt None gt z Name CR E Connection Duplex y Description E Delete Revert Save Close Help M Instance cust1 Click Retrieve From the Application Gateway list make n
6. ION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES Cisco and the Cisco Logo are trademarks of Cisco Systems Inc and or its affiliates in the U S and other countries A listing of Cisco s trademarks can be found at http www cisco com go trademarks CCVP the Cisco logo and Welcome to the Human Network are trademarks of Cisco Systems Inc Changing the Way We Work Live Play and Learn is a service mark of Cisco Systems Inc and Access Registrar Aironet Catalyst CCDA CCDP CCIE CCIP CCNA CCNP CCSP Cisco the Cisco Certified Internetwork Expert logo Cisco IOS Cisco Press Cisco Systems Cisco Systems Capital the Cisco Systems logo Cisco Unity Enterprise Solver EtherChannel EtherFast EtherSwitch Fast Step Follow Me Browsing FormShare GigaDrive HomeLink Internet Quotient IOS iPhone IP TV iQ Expertise the iQ logo iQ Net Readiness Scorecard iQuick Study LightStream Linksys MeetingPlace MGX Networkers Networking Academy Network Registrar PIX ProConnect ScriptShare SMARTnet StackWise The Fastest Way to Incr
7. Logical Interface Controller Logcal rter ace Controller Physical Intestace Controler Cortrolle ID UNASSIGNED Home Clark type v Corhguralion parameter Descibticn Click the Add Physical Interface Controller button The Physical Interface Controller dialog box appears Figure 16 Physical Interface Controller Physical Interface Controller gt x Desc plan TF Awo Cieate Mullin Physical rtarfaca Controles Name prefix F Told number lo create f Siklis started vath f 4 In the Create Single Physical Interface Controller section specify an Enterprise Name and optionally a Description Note If the NIC is duplexed a Physical Interface Controller is required for both Side A and Side B Click OK The Physical Interface Controller tab appears displaying the information you specified and an ID value of UNASSIGNED Enter the following information in the Routing Client tab fields a Name A name that will serve as the NIC Routing Client name The name can be up to 32 characters The valid characters are upper case and lower case letters digits periods and underlines _ The first character of the name must be a letter or digit b Timeout threshold The maximum time in milliseconds the routing client can wait for a response to a routing request The NIC sends a default response slightly before this threshold ICM to ICM Gateway User Guide for Cisco Unified ICM Enterpr
8. age 7 illustrates a call flow scenario for a post routed call transfer from one ICM to another Figure 5 Example Post Routing Call Flow 6 Server ICM Carrier 1 1 A call terminates at an ACD that is connected to the Client ICM This can be a pre routed call or a call sent there without ICM control 2 The agent initiates a post route request in one of two ways The agent transfers the call to a special number on the ACD which prompts the ACD to issue a post route request to the Client ICM The agent sends a call transfer request to the CTI Server not shown This transfer request must have the post route flag set so that a post route request is issued to the Client ICM before transferring the call Note The network transfers do not work across instances You can not Network Transfer from one Customer ICM instance to another Customer ICM instance even if you have a ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 7 Chapter 1 ICM to ICM Gateway Overview Logical Connection Management and Fault Tolerance mesh configuration With the meshed configuration you can perform local transfer within your ICM instance For example if one side of the Client ICM is co located with only one side of the Server ICM you can make that as a preferred connection in order to avoid unnecessary WAN traffic to the other side While the ICM Gateway works regardless of the Rou
9. ahali cisco ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 July 2011 Americas Headquarters Cisco Systems Inc 170 West Tasman Drive San Jose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0833 YX THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California Berkeley UCB as part of UCBs public domain version of the UNIX operating system All rights reserved Copyright 1981 Regents of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS CISCO AND THE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITAT
10. ation gateway ID as shown on the Calls gt Application Gateway All list screen see section Create or Configure the Gateway Process on the CallRouter page 13 e Side A Address Side B Address If you are using the Signaling Access Network enter the Signaling Access Network IP address for the client Otherwise enter the Public Network IP address Click OK Setting Up Translation Route Labels From the ICM to ICM Gateway server s point of view it is doing a translation route to one of its peripheral targets When you set up a translation route on the Server ICM you must set up a label for the original routing client for a call to access each of the peripheral targets associated with the translation route For example if the routing client is an interexchange carrier IXC you must set up a label to the targets with the IXC This allows the call to be initially sent to the translation route at the peripheral Note For instructions on how to run Translation Route Wizard and how to define translation route labels refer to the Configuration Guide for Cisco Unified ICM Contact Center Enterprise and Hosted Modifying Routing Scripts Step 1 Step 2 The server will require a script that handles requests from the client The script is associated with a call type which is in turn defined by the dialed number calling line id and caller entered digits From the Script Editor you can specify the label that the server script returns
11. ble 1 Table 2 1 Configuration Data on a Client ICM Table Contents Announcement Any announcements used in Client ICM scripts Application Gateway A remote ICM gateway for each instance on each associated Server ICM Business Entity The default business entity only ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 12 Chapter 2 ICM to ICM Gateway Configuration Defining Client ICM Configuration Data Table Contents Call Type Typically one for each instance Call Type Map Associate each Client ICM call type with a Client ICM script Dialed Number All dialed numbers used on associated Server ICMs plus those used for direct translation No default routes are defined for Client ICM dialed numbers Dialed Number Map Associates dialed numbers and calling line IDs with Client ICM call types Label All labels that can be returned by associated Server ICMs plus those used for direct translation Network Interface Controller One required for the Network Interface Controller to the carrier network Peripheral Gateway PG One or more for the Peripheral Gateway to the carrier network Prefix Any prefixes used in Client ICM regions Region Any regions used in Client ICM dialed number map Routing Client One or more for the carrier network Script One or more for each call type The Client ICM needs
12. d In that case the call context is still transferred to the Server ICM but it is not available for the receiving ACD since it cannot be matched with the call 7 The original PG and the ACD transfer the call to its destination The PG sends the destination label to the ACD The ACD uses that information to disconnect the agent who requested the call transfer and connects the incoming call leg to its destination using a tie line or public network trunk 8 If this is a translation route call the ACD connected to the Server ICM receives the call requests the call detail information from the PG where it has been waiting since Step 6 and sends the call to an agent Logical Connection Management and Fault Tolerance Because the Unified ICME is typically deployed as a synchronous duplex pair the ICM to ICM Gateway is likewise deployed between Unified ICME pairs This leverages the Unified ICMEs fault tolerant architecture and keeps the synchronous CallRouter pairs in sync ICM to ICM Gateway addresses the following other possible points of failure as follows ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 8 Chapter 1 ICM to ICM Gateway Overview Logical Connection Management and Fault Tolerance e Inthe case of a link failure each INCRP NIC has a link to both ICM Gateway components Each INCRP NIC can therefore maintain communications with the other ICM Gateway Figure 6 Scenario Link Fai
13. e for Cisco Unified ICM Enterprise amp Hosted 8 0 1 11 Chapter 2 ICM to ICM Gateway Configuration Client ICM Configuration Client ICM Configuration This section provides instructions for the configuration tasks you need to perform on the Client ICM Identify the Client for the Server To identify the ICM Gateway Client for the ICM Gateway Server run a full Web Setup Tool on the Client Router machine Note For more information on CallRouter installation refer to the Installation Guide for Cisco Unified ICM Contact Center Enterprise amp Hosted Step 1 In the Router Properties screen check the Remote Network Routing option box Step 2 Use the NAM ID field to specify a Client ICM ID number a Ifthe associated Server ICM will be communicating with only one Client ICM you can accept the default NAM ID field value of 0 b Ifthe associated Server ICM will be communicating with multiple Client ICMs the NAM ID value e Needs to be a unique number for each Client ICM in the configuration Must be non zero start with the number 1 Note Make a note of this Client ICM ID number and use the same number for the Client ID setting in the Server ICM configuration Defining Client ICM Configuration Data In a side by side architecture such as this the Client ICM system requires only a subset of the normal ICM configuration data Table 2 1 summarizes the configuration data for a Client ICM Ta
14. ease Your Internet Quotient and TransPath are registered trademarks of Cisco Systems Inc and or its affiliates in the United States and certain other countries All other trademarks mentioned in this document or Website are the property of their respective owners The use of the word partner does not imply a partnership relationship between Cisco and any other company 0711R Any Internet Protocol IP addresses used in this document are not intended to be actual addresses Any examples command display output and figures included in the document are shown for illustrative purposes only Any use of actual IP addresses in illustrative content is unintentional and coincidental Copyright 2011 Cisco Systems Inc All rights reserved Table of Contents a APA A A O SS ert 1 RS eae Ne 1 A A a a 1 A A PES EAR Fem oer TORT PME RIDE SRI ete renter err ear ar een eer 1 Obtaining Documentation and Submitting a Service Request arena 2 Documentation PSSORSOR israelita 2 e Ao a A did e RI e PR RP PEO OU 3 vhat 19 ICNHO ICM Gateway cestas 3 DR Gateway Call FOW srt AA 4 ire Mel ig ggg ii ee ee nner Pe it 5 PES RS RE a 6 SS 9 11 q opa RR RR RD er is 7 Logical Connection Management and Fault Tolerance ssa 8 ICM to ICM Gateway Requirement ccccscccceeeeeccceeeesseceeeensaeeseaaeneeeeneaaaaeeseaeaeeeenaaeseseeneeaeeneseeaaaees 10 2 ICM to ICM Gateway CTU ii Ai 11 Gleni IOM Nida 1
15. er ICM Figure 1 4 page 6 illustrates a call flow scenario for a call that is pre routed from one ICM to another Figure 4 Example Pre Routing Call Flow Client ICM Service Provider Network 1 The Service Provider network sends a route request to the Client ICM 2 The Client ICM receives the pre route request and executes a routing script that determines that the route request is to be handed to another Unified ICME The Unified ICME forwards the route request to the Server ICM 3 The Server ICM executes a script that selects a peripheral target for the call and sends the corresponding label to the Client ICM ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 6 Chapter 1 ICM to ICM Gateway Overview Post Routing ICM to ICM Gateway Call Flow 4 If the selected target is reached using a translation route the Server ICM sends the call context data to the selected peripheral where it waits for the call to arrive If translation routing is not used this step is skipped 5 The Client ICM forwards the destination label that it received in Step 3 to the network 6 The network connects the call to the selected destination on the Server ICM ACD Agent 7 If this was a translation routed call the ACD connected to the Server ICM requests the call detail information from the PG where it has been waiting since Step 4 and sends the call to an agent Figure 1 5 p
16. he A Bboundary Within the ICM Admin Workstation group double click Administration amp Data Server The Select Administration Client window appears Select the instance you will be configuring From the ICM Configuration Manager invoke the NIC Explorer tool The NIC Explorer window appears In the Select filter data box click Retrieve This enables the Add NIC button Click Add NIC A new NIC and its routing client display in the tree window Next to each is a To Be Inserted icon On the right of the tree window tabbed fields also display the new NIC s and routing client s configuration information Enter the following in the Logical Interface Controller tab fields a Name A name that will serve as the NIC name The name can be up to 32 characters The valid characters are upper case and lower case letters digits periods and underlines _ The first character of the name must be a letter or digit b Client Type Drop down list The type of routing client serviced by the NIC Select INCRP Note Selecting a type of routing client automatically places that type s default values in the Routing Client s Timeout Threshold Late Threshold Timeout Limit Use DN Label Map and Client Type fields ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 20 Chapter 2 ICM to ICM Gateway Configuration Step 7 Step 8 Step 9 Step 10 Server Configuration Figure 15
17. he ICM to ICM Gateway features supported by the lowest numbered release are available Refer to the Unified Contact Center Enterprise Unified CCE Software Compatibility Guide for more information ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 10 Chapter 2 ICM to ICM Gateway Configuration This chapter includes instructions for the various tasks that you need to perform on the client and server systems in order for ICM to ICM Gateway to function correctly For the Client ICM these tasks include the following e Configuring an ICM Gateway process on the CallRouter e Making the necessary script changes for sending pre route or post route requests to the Server ICM e Optionally specifying a fixed local port number for the Network CIC process For the Server ICM these tasks include the following Installing and Configuring an INCRP NIC on the CallRouter Setting up the necessary translation route labels Making the necessary script changes for returning calls and labels to the Client ICM Note If you are implementing a bidirectional ICM to ICM Gateway link see the section ICM to ICM Gateway Overview page 3 you need to perform Client and Server tasks on bothUnified ICMEs This chapter contains the following topics e Client ICM Configuration page 12 e Defining Client ICM Configuration Data page 12 e Server Configuration page 19 ICM to ICM Gateway User Guid
18. ion click on the Connection Side A tab or the Connection Side B tab To specify an address click on the Enter Address button The Enter NAM Addresses dialog box appears Figure 10 Enter NAM Address x NAM Mode Multiple NAMs Address IP Address Name Instance Number Side fo None N Address List IP Address Name NAM ID Gk Cancel Help Specify the following information a NAM Mode Select Single NAM b IP Address Name Enter the Public high priority IP address of the Server ICM Alternatively the SAN may be used consult your Cisco certified partner or TAC for assistance This address must be the same address specified for the INCRP NIC on the targeted system You may use the hostname in place of the address c Instance Number Enter the Instance Number of the Server ICM 0 through 24 d Side Indicate which side of the Client ICM prefers this connection e Side A Client ICM Side A prefers to use this connection Side B Client ICM Side B prefers to use this connection None Neither side of the Client ICM prefers to use this connection Both Side A and B Both sides of the Client ICM prefer to use this connection Note Consider network traffic in choosing this value For example if one side of the Client ICM is co located with only one side of the Server ICM you can make that the preferred connection in order to avoid unnecessary WAN traffic to the other side ICM to I
19. is a collection of agents who share similar skills For emphasis Example Do not use the numerical naming convention e A syntax value that the user must replace Example IF condition true value false value A booktitle Example See the Cisco CRS Installation Guide window font Window font such as Courier is used for the following e Text as it appears in code or that the window displays Example lt html gt lt title gt Cisco Systems Inc lt title gt lt html gt Angle brackets are used to indicate the following For arguments where the context does not allow italic such as ASCII output e A character string that the user enters but that does not appear on the window such as a password Obtaining Documentation and Submitting a Service Request For information on obtaining documentation submitting a service request and gathering additional information see the monthly What s New in Cisco Product Documentation which also lists all new and revised Cisco technical documentation at http www cisco com en US docs general whatsnew whatsnew html Subscribe to the What s New in Cisco Product Documentation as a Really Simple Syndication RSS feed and set content to be delivered directly to your desktop using a reader application The RSS feeds are a free service and Cisco currently supports RSS version 2 0 Documentation Feedback ICM to ICM Gateway User Guide for Cisco Unified ICM En
20. ise amp Hosted 8 0 1 21 Chapter 2 ICM to ICM Gateway Configuration Server Configuration c Late threshold A threshold value in milliseconds for classifying responses as late Any response that exceeds this threshold is considered late even if it does not exceed the Timeout Threshold d Timeout limit The maximum time in seconds for which the routing client waits for a response This is the maximum time the routing client will tolerate consecutive response timeouts before it stops sending requests to the Unified ICME If the routing client receives no responses from the Unified ICME within this limit it terminates routing operation e Configuration parameters Specify a customerid switch to map the routing client at the Client ICM to the local routing client Use one of the following formats e customerid X where X is the Routing Client ID on the Client ICM e customerid A X where A is the Client ID specified in Setup and X is the Routing Client on the Client ICM Note You must use customerid A X if the Server ICM has more than one Client This is important because RoutingClientIDs can be duplicated on a different Unified ICM f Client Type Drop down list The type of routing client that ultimately routes the call on the requesting ICM system This must match the type of NIC running on the Client ICM Figure 17 Routing client Routing Client Routing client ID 50 Name INCAP IRE Timeout thre
21. lication gateway ID JO Nove bd E Es Type Remote ICM z m je Cancel filter change as peter Epa Preferred side sidea Applicat Sate UE Encryption lt None gt Y Name A a 4 Connection Duplex X Description fem Instance cust Specify the following values on the Attributes tab a b g Name Enter a name for the ICM Gateway Type Choose Remote ICM Preferred Side Indicates the preferred side of the Gateway to use when both are available If only one side is available Unified ICME uses that side regardless of preference Encryption Indicates whether requests to the Application Gateway are encrypted Choose None Fault Tolerance If the Application Gateway is duplexed specifies the fault tolerance strategy it uses Choose None Connection Choose whether the Gateway is Duplex has both a Side and Side B connection Simplex A only has a Side A or Simplex B only has a Side B Description Optional Additional information about the gateway Click the Save button to create the gateway Note Make a note of the Application Gateway ID value as you will need it when you run Setup to configure the INCRP NIC on the Server ICM ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 14 Chapter 2 ICM to ICM Gateway Configuration Step 6 Step 7 Step 8 Defining Client ICM Configuration Data To set the connection informat
22. lure ICH Gatoway INGRE NIC Falled Link ee ria eee im Cn Clemicra A et ae Server ICM A ICM Gateway E INCRP NIC Cllanticng Sener ICM A If an INCRP NIC fails the Client CallRouters are synchronized and can communicate via the remaining INCRP NIC Figure 7 Scenario INCRP NIC failure ICM Gateway Faled NCRP NIC Cher A po Pa Berver ICMA ICM Gateway F gt N Operational INCRP NIC a j Y A CllantICMB Sener CMA Note If a link failure or a NIC failure occurs calls that were in progress at the time of the failure may be lost e Ifan ICM to ICM Gateway fails the Server ICM s CallRouters are synchronized and can communicate via the remaining ICM to ICM Gateway ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 9 Chapter 1 ICM to ICM Gateway Overview ICM to ICM Gateway Requirements Figure 8 Scenario ICM to ICM Gateway failure Falled ICM Gateway INCRP NIC Client OMA EDS Server ICM A Operstonal ICM Gateway S INCRP NIC ClientiCM B Note For a more complete discussion of Unified ICME Fault Tolerance refer to the Administration Guide for Cisco Unified Contact Center Enterprise amp Hosted ICM to ICM Gateway Requirements Both the Client ICM and Server ICM must be supported releases of ICM and they must be within one major version of each other If two connected ICMs are running different releases of ICM software only t
23. ng formula to obtain the number for side A of a duplexed system Port number 40000 I 40 33 where 7 is the instance number of an ICM instance NOTE Typically there is only a single instance for ICM to ICM Gateway To find out the instance number run the local setup program ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 18 Chapter 2 ICM to ICM Gateway Configuration Server Configuration select an instance and click the edit button The Edit Instance dialog box will display the instance number For instance number 0 the port number will be 40033 For side B the port number is obtained by adding 1000 to the above number This formula is intended to be stable However there is no guarantee that the formula will not change This dynamic port allocation is an issue for some ICM customers You can optionally modify the NetwrkCIC process to use a specific port number If a specific port number is provided in the registry of the Client ICM machine the NetwrkCIC process will instead bind to that port number when communicating with the server INCRP NIC process To specify this port number add the following registry entry on the Client ICM machine HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc ICM lt instance name gt Router A B CIC CurrentVersion Configuration CIC Public LAN IP Port Specify this entry as a DWORD type This registry entry is not managed by the Web Setup T
24. omponent on the Server ICM is called an INCRP Network Interface Controller INCRP NIC The NIC receives route requests and sends responses back to the requester An ICM can have an INCRP NIC as well as other types of NICs Both the ICM Gateway and the INCRP NIC run on the CallRouter so no additional hardware is required Figure 2 ICM to ICM Link Components ICM Gateway INCRP NIC Route Request y gt gt A ot Route Response 000000 Client ICM Seryer ICM The ICM to ICM link shown in Figure 1 2 page 5 is a connection in one direction only It allows the Client ICM to send route requests to the Server ICM but not the other way around It is possible to additionally reverse the roles of the Unified ICMEs as well so that each ICM can send call requests to each other In this case each Unified ICME needs an ICM Gateway and an INCRP NIC as shown in Figure 1 3 page 6 ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 5 Chapter 1 ICM to ICM Gateway Overview ICM to ICM Gateway Call Flow Pre Routing Figure 3 Bi Directional ICM to ICM Link ICM Gateway INCRP NIC Route Request Route Response Route Request oc Route Response INCRP NIC ICM Gateway INCRP supports direct connections between two ICMs only Unified ICMEs that are not directly connected with an ICM to ICM link cannot send each other call requests through anoth
25. only a limited configuration dialed numbers labels basic routing scripts etc while the instance specific scripts configuration real time and historical data are stored on the Server ICM To set up your Client ICM configuration run Configuration Manager on a Client ICM Admin Workstation Note For instructions on using Configuration Manager refer to the Configuration Guide for Cisco Unified ICM Contact Center Enterprise and Hosted Create or Configure the Gateway Process on the CallRouter An Application Gateway process must be configured on the Client ICM for each Server ICM that the Client ICM is going to communicate with Configuring a New Gateway If you need to configure a new Application Gateway perform the following steps Step 1 From the ICM Configuration Manager on an Admin Workstation associated with the Client ICM select Calls gt Application Gateway gt Application Gateway List The Application Gateway List window appears Step 2 Click Retrieve ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 13 Chapter 2 ICM to ICM Gateway Configuration Defining Client ICM Configuration Data Step 3 Step 4 Step 5 Click Add The Attributes tab appears Figure 9 Application Gateway List Application Gateway List 5 xj _ Select fiter data Attributes Connection Side A Connection Side B Name Optional Filter Condition Value App
26. ool program Therefore if you upgrade Unified ICME later you must add the registry entry again If the registry entry is not present the NetwrkCIC process uses the port dynamically allocated as usual If you change the port number while the NetwrkCIC process is running you must restart the CallRouter service for it to take effect server Configuration This section provides instructions for the configuration tasks you need to perform on the Server ICM Defining and Configuring the INCRP NIC To set up the INCRP NIC for each instance on the Server ICM you must perform the following tasks Install the INCRP NIC if you have not already done so Define the INCRP NIC using the NIC Explorer tool e Add INCRP NIC information using Web Setup Tool ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 19 Chapter 2 ICM to ICM Gateway Configuration Server Configuration Installing the INCRP NIC If you need to install the INCRP NIC refer to the Installation Guide for Cisco Unified ICM Contact Center Enterprise amp Hosted for guidelines and procedures How to Define the INCRP NIC Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Note The preferred network for this connection is the Public Visible or SAN network Whenusing the SAN network it must have a WAN link between Side A and B SAN was originallyintended for the CallRouter to Network Gateway connection which does not cross t
27. ote of the Application Gateway IDs number s for the server system s You will need to specify these Application Gateway ID number s during Server side configuration Configure the Connection Side A and Connection Side B tabs as needed ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 16 Chapter 2 ICM to ICM Gateway Configuration Step 5 Step 6 Client Script Step 1 Step 2 Defining Client ICM Configuration Data Note Refer to the Scripting and Media Routing Guide for Cisco Unified ICM Contact Center Enterprise amp Hosted for instructions Bring up the Enterprise gt System Information Screen In the Application Gateway section click on Remote ICM Accept the default values for the remaining fields on all tabs Figure 12 application gateway Apghcaten Gala Teast Sessions Hosrtbects Eror C Custom gateway e Pemo ICH Request D0 tndbseconds Abadon 5000 m bsecorde m bseconds Typically the Client ICM originally receives the call and pre routes it to an ACD The call is then post routed to a peripheral associated with the server system The client determines the label associated with the server s peripheral by requesting the label from an ICM Gateway node in a script From the Script Editor you can specify a local definition of the label that the ICM Gateway node returns Perform the following steps Right click on the ICM Gateway node
28. partment of a financial corporation for customer service assistance with a company sponsored 401k The customer then asks to be transferred to the retail department to obtain assistance with a personal account Two corporations for example a bank and an insurance company each of which has a contact center that uses an Unified ICME merge It may often be desirable to transfer a call between the two companies for example to sell insurance to a bank customer A customer calls a hotel to make a reservation The hotel agent then asks the customer if he she also needs to rent a car and then transfers the customer to a car rental agent A company uses an outsourcer to handle part of its overflow traffic For example the company service department handles paid support calls in house but transfers warranty service requests to the outsourcer A multi national corporation encompasses several geographic regions each geographic region has its own Unified ICME all these cases ICM to ICM Gateway enables the call related data to be transferred along with the call so the customer does not need to supply this information again ICM to ICM Gateway Call Flow Figure 1 1 page 4 illustrates basic ICM to ICM Gateway call flow Figure 1 Basic ICM to ICM Gateway Call Flow 4 3 ICM to ICM Link Client ICM Server ICM 1 A Client ICM receives a request This could be a pre route request from a service provider network in
29. routing client 22 ICM Gateway node 17 ICM Gateway process 11 ICm to ICM Gateway post routed call 7 ICM to ICM Gateway Business uses 3 call flow 4 pre routing call flow 6 ICM to ICM link 5 INCRP 5 INCRP NIC 5 Mapping Client ICM and local Routing Clients 22 NAM configuration data 12 Network Interface Controller NIC defining 20 Physical controller ID 22 Physical Controller ID INCRP NIC 23 Post routing cal flow 7 Pre routing call flow 6 Router setup ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 Index 27
30. shold X hoo oo Late threshold Sl 500 Timeout limit e Default call type NONE e Configuration ficustomerid t500 parameters Use DN Label map E Client type a CRSP y Description Network routing client Do Default media none y routing domain NONE Step 11 Click Save The newly defined NIC is saved in the database a Physical Controller ID is assigned and the To Be Inserted icon is removed from the tree window ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 22 Chapter 2 ICM to ICM Gateway Configuration Step 12 Server Configuration Note Make a note of the Physical Controller ID value You need this value to set up the INCRP NIC on the CallRouter If the NIC is duplexed you need both Physical Controller ID values Click Close to exit the NIC Explorer Configuring the INCRP NIC in Web Setup Tool Step 1 Step 2 Step 3 Step 4 To configure the INCRP NIC on the Server ICM run Web Setup Tool and edit the CallRouter from the Server Router machine rather than from the installation CD Note For more information on CallRouter installation refer to the Installation Guide for Cisco Unified ICM Contact Center Enterprise amp Hosted Perform the following steps On the Router Component Properties screen click the INCRP check box The Configure button becomes enabled Click Configure The INCRP NIC Properties screen appears Figure 18 INCRP
31. terprise amp Hosted 8 0 1 You can provide comments about this document by sending email to the following address mailto ccbu_docfeedback O cisco com We appreciate your comments 2 Chapter 1 ICM to ICM Gateway Overview This chapter provides an overview of ICM to ICM Gateway It discusses the following topics Business uses for ICM to ICM Gateway The ICM to ICM Gateway link e ICM to ICM Gateway call flows e ICM to ICM Gateway fault tolerance capabilities e ICM to ICM Gateway system and network configuration requirements This chapter contains the following topics e What is ICM to ICM Gateway page 3 e ICM to ICM Gateway Call Flow page 4 e Logical Connection Management and Fault Tolerance page 8 e ICM to ICM Gateway Requirements page 10 What is ICM to ICM Gateway ICM to ICM Gateway extends the Unified ICME capability by allowing agents to simultaneously post route calls and supply additional call related information to a second agent on a different ICM This enables the initial agent to pass on gathered information without the customer s needing to repeat it to the second agent Following are some business scenarios where ICM to ICM Gateway functionality can be particularly useful ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 3 Chapter 1 ICM to ICM Gateway Overview ICM to ICM Gateway Call Flow In A customer calls the institutional de
32. ting Client type the NICCallID data is only provided if the original Routing Client is capable of performing a network transfer Since Peripheral Gateways are not capable of performing network transfers in this case the NICCallID field is not meaningful In addition the NICCallID has no bearing on the pre route it is only used during the post route phase 3 The Client ICM receives the post route request along with the call context and runs a scheduled script that determines that the route request is to be handed to the Server ICM The Client ICM forwards the route request to the Server ICM 4 The Server ICM selects a destination for the call and responds back to the Client ICM with the selected label The Server ICM also returns the possibly modified call context to the Client ICM 5 After receiving the label Client ICM can validate if enabled in the Remote ICM Script Node and then pass the label onto its routing client the PG in this case If no label is received from the Server ICM or the Server ICM is not online the Client ICM provides a destination label and sends it to the routing client 6 Ifthe selected target was a peripheral target with an associated translation route the Server ICM sends the translation route information to the PG where the ACD waits until the call arrives at the ACD and the ACD retrieves the information from the PG in Step 8 If the selected target does not use a translation route this step is skippe
33. to the client For example you could create a Select node that routes calls to specified services under certain conditions Perform the following steps From Script Editor connect the Select node to a Service node Right click on the Select node and choose Properties The dialog box appears ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 24 Chapter 2 ICM to ICM Gateway Configuration Server Configuration Figure 19 Select properties 4 Select Properties Longest Available Agent ha Eonidarie EOI jalast dasa ee OF amp Allie op AAA ommaan Step 3 Specify the criteria for selecting services Note You can specify the label that the server script returns from other Script Editor nodes such as the Label node Refer to the Scripting and Media Routing Guide for Cisco Unified ICM Contact Center Enterprise amp Hosted for more information ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 25 Chapter 2 ICM to ICM Gateway Configuration Server Configuration ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 26 Index Client ICM 24 n d ex Routing Clients mapping 22 Scripts call flow 6 Client ICM 17 Client ICM 6 Server ICM configuring 1 1 configuration 19 Router setup 24 seript 17 Define NIC 19 Fault Tolerance 10 ICM Client 22
34. which case the routing client is a NIC or a post route request from an ACD IVR in which case the PG acts as the routing client 2 The Client ICM executes a script At some point the script initiates a route request to the other Unified ICME referred to as the Server ICM At this point the Server ICM must find a destination label for the call 3 The Server ICM executes a script to select a destination label for the call The Server ICM handles this call as a normal route request save for the fact that the routing client is another ICM and not a service provider network or an ACD IVR Once a destination label is selected the Server ICM sends it back to the Client ICM ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise amp Hosted 8 0 1 4 Chapter 1 ICM to ICM Gateway Overview ICM to ICM Gateway Call Flow 4 When the Client ICM receives the destination label from the Server ICM it passes the label directly to the routing client that initiated the route request This does not happen under script control but is an automatic process ICM to ICM Communication The ICM to ICM Gateway link connects two ICMs through a Cisco proprietary protocol called INCRP Intelligent Network Call Routing Protocol Both ICMs have a component managing the connection The script node on the Client ICM is called an ICM Gateway It sends the route requests and receives the responses destination labels from the Server ICM The c

ICM-to-ICM Gateway User Guide for Cisco Unified Contact Center

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