IP Contact Center Enterprise: Ipcce

IPCCE
IP Contact Center Enterprise

Version 1.0
Student Guide Volume 1
IPCCE
Course Introduction
Overview
IPCC Enterprise (IPCCE) is an instructor-led course presented by training partners to System Engineers and Customers who will be charged with day-to-day interaction with the Cisco IPCC product.
IPCC Training Curriculum
IPCC Training Curriculum

ICM Product Training Part 1 Adv. Scripting* Adv. Reporting* ICM Product Training Part 2 CIPT CRSD (Recommended) IPCCE * Cisco Advanced Services offering
2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x#-2
As shown in the slide above, there are prerequisite courses that should be taken before attending IPCCE.
Learner Skills and Knowledge
Prerequisite Knowledge
Cisco CallManager Deployment (CIPT) ICM Product Training 7.0 (ICMPT1) ICM Product Training 7.0 (ICMPT2) Basic Knowledge of IPIVR (CRSD) Internetworking Fundamentals Basic Contact Center Concepts
2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x#-3
IP Contact Center Enterprise (IPCCE) v1.0
Copyright 2006, Cisco Systems, Inc.
Course Goal and Objectives
Objectives
Demonstrate an overall understanding of the Cisco IPCC system and environment Describe the features, functions and capabilities of Cisco IPCC Demonstrate an overall understanding of the IPCC Call Flows Configure generic IPCC Enterprise and System IPCC Enterprise contact centers A basic understanding of the Agent Desktop Solutions Install and configure Cisco Outbound Option Configure a basic Parent ICM and Child System IPCC (Parent/Child) solution
Course Introduction
Course Flow
Course Flow Diagram

Day 1 Course Introduction Overview Day 2 IPCC Enterprise installation/ configuration Day 3 System IPCC Overview
System IPCC Enterprise installation/ configuration
Day 4
A M
Parent/Child
Lunch
Translation Routing IPCC Scripting CAD/Agent Desktop Work Flows Outbound Option Evaluations and Certificates
P M
IPCC Call Flows
This is a general guideline of the course flow. Your Instructor will guide you.
Classroom and Introductions
General Administration Class-related

Sign-in sheet Length and times Participant materials Appendixes Attire
Facilities-related
Rest rooms Site emergency procedures Break room locations Communications
Please introduce yourself!
Please Introduce Yourself
Your name and work location Your job responsibilities Your programming / admin background Your Cisco ICM experience Your other contact center experiences Your special objectives for this week
Course Introduction
Additional References
Additional sources of information
Your Cisco Representative The ICM/System IPCC Release media contains PDF versions of configuration and administration documentation http://www.cisco.com/go/ipcc
Cisco Glossary of Terms

For additional information on Cisco terminology, refer to the Cisco Internetworking Terms and Acronyms glossary of terms at http://www.cisco.com/univercd/cc/td/doc/cisintwk/ita/index.htm.
Cisco Certifications
Cisco Certifications
You are encouraged to join the Cisco Certification Community, a discussion forum open to anyone holding a valid Cisco Career Certification (such as Cisco CCIE, CCNA, CCDA, CCNP, CCDP, CCIP, CCVP, or CCSP). It provides a gathering place for Cisco certified professionals to share questions, suggestions, and information about Cisco Career Certification programs and other certification-related topics. For more information, visit www.cisco.com/go/certifications.
Course Introduction
Overview
IPCC Product Overview

Overview
Discuss the Cisco Customer Interaction Network and its features. More information about the various components is available at cisco.com or your Cisco Representative.
Cisco Customer Interaction Network
Presentation_ID 2005 Cisco Systems, Inc. All rights 2003, Cisco Systems, Inc. All rights reserved. reserved.
2 Course acronym vx.x#-2
ICM Enterprise Objectives
Enterprise Contact Center Objectives
Maximizing the investment in the existing Contact Center technology Automating more customer contacts Seamlessly integrating all contact center locations including outsourcers Integrating CRM with CTI from the network to the agent desktop
Enterprise Contact Center Objectives

Lowering telecom costs with VoIP Consolidating disparate ACDs to IP PBX technology to the Data Center Consolidating IT infrastructure and applications Measuring success through metrics and integrated reporting Managed service or hosted utility deployment alternatives
Overview
The Next Chapter in Customer Service

Off-site worker Web tools/ e-mail Off-site worker Web tools/ e-mail
Remote sites
Remote sites
PBX
Remote sites
Off-site worker Web tools/ e-mail CRM Remote sites
Remote sites
IP PBX
CRM Knowledge workers/skilled resources
PBX
Remote sites
Knowledge workers/skilled resources
CRM Knowledge workers/skilled resources

The Cisco Customer Interaction Network solution helps enable all stakeholders in sales, service, and support to work together more efficiently and effectively to achieve greater customer intimacy. The Cisco Customer Interaction Network (CIN) solution helps enhance interactions across all customer touch points, including sales, service, outsourcing vendors, and channel partners, to work together more effectively and efficiently to achieve greater customer intimacy. By anticipating and responding to customer needs, companies not only improve customer loyalty, but also optimize the entire production process to deliver what sells.
Customer Interaction Network

Shared applications/services Hosted anywhere on network Distributed services and end points Standards based interfaces
Voice/Data Network
Agents Web Apps, Business Rules, Speech-enabled Routing Logic, self service Treatment Engine, Reporting CVP
CRM
Internet
Telephony Gateway Remote/Home Agents CallManager Knowledge Workers Departmental Care Groups
PSTN
Visibility across all customer interaction functions, systems, and processes. Collaboration with sales, service, outsourcing vendors, channel partners, and customers. Network security throughout the entire service and support chain, including channel partners and outsourced service functions. Flexibility to adapt sales and service organizations to offer new solutions based on customer needs.
Overview
The Customer Interaction Network
ICM Evolves As the Customer Interaction Network evolves, ICM evolves with it
Customer Interaction Networks are continually evolving Customers expect flexible communication paths E-mail, chat, voice, fax, and Web
Maximize ROI in your existing technology investments Multiple vendor support ACD, IVR, Carrier networks
Migration to IP Is your platform upgradeable and capable of handling new technologies like VoIP?
Growth in the number of mobile or geographically dispersed workers Capture the upturn in Internet communications
Scalability
ICM Scalability
The ICMs robust architecture allows any size customer from the single site contact center to the multi faceted Service Provider to take advantage of its services and build a case for early return on an ICM investment. Most installations realize a ROI within the first year.
Overview
Carrier Class Reliability
Carrier-Class Reliability
The ICM solution meets carrier-class quality standards - which are significantly more stringent than traditional data-level reliability - through distributed fault tolerance of all system components. Cisco knows that your contact center operation is mission-critical to your business. The distributed fault tolerance of all ICM software products -- from the network all the way to the agents desktop -- was designed to ensure continuous transaction processing. Both sides of a duplexed pair of machines operate on the same data simultaneously ensuring that if one goes down the other keeps processing. If the problem cannot automatically be repaired, the system proactively issues a service alert to our Technical Support Center.
Cisco ICM/IP Contact Center
Cisco ICM/IP Contact Center
Presentation_ID 2005 Cisco Systems, Inc. All rights 2003, Cisco Systems, Inc. All rights reserved. reserved.
10 Course acronym vx.x#-10
Overview
Cisco IP Contact Center Enterprise
IP Contact Center Enterprise

Ciscos Mid to Large Market IP-ACD Solution Designed for Enterprise and Hosted Environments Scalable, Architecture Fault Tolerant Secure Intelligent Contact Management Web Collaboration Email, Fax and Vmail Outbound Dialer Facilitates Smooth TDM to IP migration
Cisco has multiple offerings in the Contact Center space. IPCC is Ciscos Medium to Large Market IP-ACD solution. It is equally adept in on-premise and hosted environments - allowing flexible deployment options. IPCC uses a decentralized server based architecture providing high-scalability. IPCC is based on Ciscos Intelligent Contact Manager product which provides high-end, advanced routing features. Our Multi-Channel support includes true Web Collaboration with Call-Back, Chat or VoIP. Email, Fax and Voicemail messaging options allow your Contact Center agents to handle these types of media in an organized and reportable fashion. Furthermore, IPCC can work with a circuit-switched, or TDM, solution to provide a smooth transition from your current solution to IPCC
10
ICM/IPCC Features
Cisco IPCC Enterprise Features

Queuing and routing
Skills-based ACD Multi-channel routing and queuing Universal queuing Interruptability Outbound campaign management
Administration
Common agent configuration across channels Streamlined multi-channel administration Synchronization and verification of configuration
Reporting
Web based reporting (WebView) Multimedia / integrated reports Multi-channel real-time statistics Redundant database
Agent Desktop
Out of the Box Toolkit Desktop CRM integration
Through a combination of multi-channel contact management, intelligent routing, and networkto-desktop computer telephony integration (CTI), the Cisco IPCC Enterprise Edition segments customers, monitors resource availability, and delivers each contact to the most appropriate resource anywhere in the enterprise. The software profiles each customer using contact-related data such as dialed number and calling line ID, caller-entered digits, data submitted on a Web form, or information obtained from a customer profile database lookup. At the same time, the system knows which resources are available to meet the customer's needs based on real-time conditions (agent skills and availability, interactive voice response [IVR] status, queue lengths, and so on) continuously gathered from various contact center components.
Overview
11
Centralized Management
Centralized Management and Control
Implement business rules Maintain consistent service levels Generate normalized, consolidated reports
IPCC Enterprise Script Editor

One place for defining you multi-site, multi-channel routing logic ACD, IVR and Multi-channel scripting Browser based option Drag and drop Palette Full edit and Quick Edit mode Access control
12
Consolidated Reporting
Enterprise-Wide Consolidated Reporting

Enterprise-wide, multi-channel, normalized real-time and historical data Reflects service level across all media types
ICM/IPCC Enterprise Reporting

Historical and Real-Time Browser-based Secure Unlimited custom reports DB Schema Multi-Channel
Agent Skill group Services (Application) Call type Queue ports

Real time Half hour Daily
Single site Enterprise
Overview
13
Agent Desktop Options
Cisco IPCC Enterprise Agent Desktop Options

Cisco Agent Desktop
Out of the box soft phone Rapid, easy, low-risk deployment Initial integration point Attractive life-cycle management
CTI-OS
Custom development kit Simplifies custom CTI integrations
Pre-integrated CRM
Strategic integrations with the
leading CRM vendors
Desktop integration Cisco offers a range of desktop CTI products to meet the varied needs of its customers Packaged, configurable agent desktop solutions The Cisco Agent Desktop for the Cisco IP Contact Center (IPCC) Enterprise Edition is a robust computer telephony integration solution for single-site and multi-site IP-based contact centers that is easy to deploy, configure, and manage. Cisco Agent Desktop provides call control capabilities - such as call answer, hold, conference, and transfer, and ACD state control ready/not ready, wrap up, etc. Customer information is presented to the agent through an Enterprise Data window and an optional Screen Pop. Cisco Agent Desktop requires minimum screen real estate and enables agents to customize its functionality to meet their individual needs. Developer tools for custom solutions For customers who desire a fully customized solution, Cisco provides powerful development tools that offer ultimate flexibility for CTI solutions. Cisco CTI toolkit provides numerous application programming interfaces (APIs) for developing integrations between third-party applications and Cisco ICM Enterprise and IPCC Enterprise. The toolkits provide the ability for developers in a Windows environment to drag and drop telephony controls into an existing application. Additionally, Cisco toolkits include numerous examples of sample code that perform functions such as screen pops and third-party call control.
14
Cisco Agent Desktop (CAD)
Desktop Applications Agent Desktop

Call Control, ACD state Outbound Option Buttons
Active Call Data
Team Message
Browser Controls Browser content display
Status bar with Agent info fields
Desktop Applications Supervisor GUI

MenuBar Toolbar new buttons:
Reskill agent Team Msg Graph data (Premium)
SkillGroup Tree
threshold alerts Enhanced and Premium
Tabular Real-Time Data display Selectable graph of real-time display (Premium)
Agent Tree
Status bar with info fields
Some RealTime Data displays offer multiple Tabular displays

Overview
15
Custom Agent Desktop Workflows

Desktop Administrator Voice Contact Workflow Events
New events: Work Ready Work Not Ready Desktop application actions triggered based on agent transition to work state Events moved to Agent Management Workflows: Startup Shutdown
Cisco Agent Desktop Administration provides administrators the ability to define and configure agents' desktops and workflow from a centralized location. Administrators can choose which agent states are visible on the agent's toolbar, define unique icons for agents and knowledge worker toolbar buttons, add reason codes for wrap-up and logging out, and customize the look and feel of agent desktops. It also allows for flexibility in how Cisco Agent Desktop is configured to meet various operational needs and maintain overall workflow automation efficiently and cost effectively. From the administrator's desktop, administrators can set the agent desktop to automatically transition agents into the next ACD state or enable the agent desktop to automatically answer the phone for agentreducing ring time and increasing agent efficiency. Keystroke macros enable administrators to easily set up or change applications without requiring software coding. In addition, simplified administration for high-end functions (for example, screen pop, work automation during calls, post-call work automation, and workflow groups) is provided. .
16
IP Phone Agent
IP Phone Agent
Redesigned and rewritten to improve functionality and bring it closer to feature parity with CAD. Call tracking, call statistics, agent state transitions, and agent statistics information available to supervisor. Barge-in and intercept available to supervisor. Default home page pushed to phone lets agents see skill statistics (1 minute). Configurable call data pops when call ringing and/or answered
Queue activity
Refresh screen
Change Record Agent See Caller Call Data State
The IP Phone Agent allows agents to use the Cisco IP 7940 7960 or 7970 telephone as either their primary ACD interface or as a back up to the Cisco Agent Desktop application. With IP Phone Agent, agents can log in and out of the ACD, view and change their ACD state, be informed of caller data through an Enterprise Data display, view statistics including calls in queue and longest in queue and enter reason codes and wrap-up data. Advanced feature include displaying team messages and agent initiated call recording. IP Phone Agent can also act as a backup to Cisco Agent Desktop by allowing the agent to log in and take calls even if the desktop application is not functioning due to a PC failure.
Overview
17
CTI Toolkit
CTI Toolkit Sample Agent Desktop

ACD features Call control features Assist features Tools: Stats, chat, record, bad call
ActiveX components Sample application with source code ACD and call control features Supervisor assist, agent statistics, chat CTI data encryption support through TLS (Transport Layer Security)
The CTIOS Desktop Toolkit provides pre-built, operational agent and supervisor desktop applications, along with the source code for custom desktop development. Many sample applications are included with the toolkit to allow for easy customization. The CTIOS Toolkit provides flexibility by allowing custom agent or supervisor desktop to be developed, as well as offering advanced tools for integrating the desktop to a database, CRM, or other applications.
18
CRM Integrated Desktop
CRM Integrated Desktop

A single agent application for CRM and call center needs
Call Control Features
Integrated Multi-channel Communications Toolbar
Agent State Controls
Pre-integrated, CTI-enabled CRM For customers using popular, commercially available CRM packages, Cisco offers standard integrations that CTI enable the CRM application. The CTIenabled CRM application makes use of Cisco CTI technology to provide integration between the CRM application and telephony components. Contact centers that take advantage of these pre-integrated solutions provide their agents with a single cockpit application for call control, screen pop, and total customer management. Agents do not have to concern themselves with switching between customer service and telephony functions, because all features are delivered in the single CRM user interface.
Overview
19
Agent Re-skilling
Agent Re-Skilling
Supervisor interface to edit Skill Group assignments Web-based Interface Secure Supervisor Login Supervisor can only change agents on their team (supervisors can edit multiple teams) Changes take effect immediately
The IPCC Agent Re-skilling Tool is a browser-based application that enables you to change the skill group designations of agents on your team, and quickly view skill group members and details on individual agents. Changes made to an agent's skill group membership take place immediately without need for the agent to log out and log in again. Re-skilling can be done on the agent level and on the skill group level. You can add and remove skill groups from an agent, or you can add or remove agents from a skill group.
20
ICM Multi-Channel
Integrated Multi-Channel
Integrated voice, web callback, web collaboration, text chat, e-mail, and outbound
Script control of routing and queuing across all channel types Universal Queue Service Level reporting for each or across channel types Common business rules across channels Centralized management and reporting
Cisco IPCC Enterprise provides a state of the art VoIP contact center solution that allows customers to seamlessly integrate inbound and outbound voice applications with Internet applications including real-time chat, Web collaboration and e-mail. This integration allows for unified capabilities, enabling a single agent to support multiple interactions simultaneously regardless of the communications channel the customer has chosen. Since each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage each interaction based on virtually any contact attribute.
Overview
21
Cisco Outbound Option

Single Inbound and Outbound configuration and administration Fully integrated to Cisco CTI Enterprise wide Dialing Fault Tolerance Sequential Dialing Fully integrated to Enterprise Reporting via Cisco WebView Integrates with CRM Assists in TDM to IP migration
Dialing Modes
Predictive
Skill groups run dedicated or blended Lines dialed per agent is calculated by algorithm Screen pop delivered along with customer call transfer
Preview
Skill groups run dedicated or blended Screen Pop before dial being placed Ensures agent available prior to placing the call Agent buttons to accept, skip, reject the previewed call
Progressive
Skill groups run dedicated or blended mode Lines dialed per agent is configurable Screen pop with customer call transfer
Direct Preview
Skill groups run dedicated or blended Presents agent with customers record prior to dial being placed Agent buttons to accept, skip, reject the previewed call Allows Agent to listen thru the call. Faster connects. No transfers
22
Enhanced Call Progress

Answering Machine, Fax Machine and Modem detection for IPCC Dialer Conforms to Industry standard 99.99% voice detection rate. Ability to detect SIT tones and Network Voicemail. Ability to detect Fax machine/modem within 200ms Ability to detect Answering Machine within 1.5s after the Welcome message speech starts. Ability to detect Beep tone after Answering Machine Welcome message.
Pre-Recorded Campaigns
Contact Centers can run agent-less campaigns via Pre-recorded messages on Cisco IP IVR Increased Agent utilization in Contact Center - Answering Machines to be sent to an IVR, - Live caller to be sent to a Live Agent Ability to Queue Outbound Calls Reduction in Abandon calls in Predictive Mode ROI benefits
Overview
23
Cisco E-Mail Manager
Cisco E-Mail Manager Option Features

Powerful processing rules Hierarchical, branching rule logic Graphical rule building environment Sophisticated message tracking Flexible user administration Distributed administration/user roles Bulk user management Automated service level management Real-time reporting queue monitor Flexible user interface Thin browser-based client MailTrack Dynamic templates Multi-queue push routing
Cisco E-Mail Manager Option

Agent Response Screen
24
Cisco Web Collaboration

Integrating Your Call Center and Your Web Site
Your call center provides information and conducts business
Your Web site provides information and conducts business
The Cisco Web Collaboration Option joins them together via voice or text chat
Simple Collaboration
Available for Multi-Session Agents
Page share: Agent and customer can share web pages with each other Text chat: Session participants can use text chat to communicate during a collaboration session
Overview
25
Cisco Web Collaboration

Complex Collaboration
Available in Single-Session Agent Desktop Only
Follow-me browsing: Allows one participant to follow wherever the other participant leads Form Share: Agent and caller can fill out Webbased forms together Remote Control: No need to train the caller, agent can work the caller UI remotely Application Sharing: Share any Windows-based application White-boarding: Free hand drawing with custom drawing elements
Sample Collaboration Desktop
26
Cisco IPCC Remote Agent
Cisco IPCC Remote Agent Option

KEY BENEFITS:
Protect important and private customer information Prevent unauthorized persons from using the network Work with existing broadband services Extend access to full suite of contact center applications High-quality voice and video
IP Contact Center
Secure VPN Tunnel Over Broadband
Hello. Is this Customer service?
Home Office
Yes hello. Customer service Bill speaking
Customers Never Know that Their Support Is Being Delivered from a Home Office
The Cisco IP Contact Center Remote Agent Option provides the capability to use remote agents when staffing contact centers. The strength of the remote agent solution is its ability to provide an encrypted, secure, IT-managed connection over broadband to the home. The agents have complete access to all the contact center applications and bypass toll charges with VoIP. Managers are still able to fully monitor remote agents and provide e-learning programs to train them. Remote agents allow contact centers in need of skilled labor to hire without regard for geographical location. For instance, using nurses in a healthcare contact center is difficult because of the scarcity of such candidates. A remote agent solution allows a company to utilize such a person anywhere as long as they have a broadband connection. Access to a larger, distributed labor pool also leads to quicker staffing.
Overview
27
Cisco IP Communicator
Cisco IP Communicator
Turns your PC into an IP Agent phone Take your Agent ID and office phone extension with you on the road or at home Feature parity with Ciscos advanced IP phones
Cisco IP Communicator is a software-based application that delivers enhanced telephony support through the PC is designed to meet diverse customer needs by serving as a supplemental telephone when traveling, a telecommuting device, or as a primary desktop telephone. With Cisco IP Communicator, remote users don't just take their office extension with them; they also enjoy access to the same familiar phone services that they have in the office.
28
Call Treatment Applications
Call Treatment Applications
IP IVR, Queue Manager, CVP

Static announcements: All of our agents are busy Dynamic announcements: There are 12 calls in queue. Your expected wait time is 15 minutes Prompts for route options: To leave a message press 1, to select from a list of frequently asked questions
Cisco's IP-IVR provides self-service functions as well as acting as a queue point for the ICM to provide call treatment to callers while all agents are busy. Cisco's IP Queue Manager is a version of Cisco's IP-IVR that provides only the features needed for IPCC call queuing at a reduced price Cisco's CVP is a highly scalable network IVR solution based on Voice Browser architecture.
Overview
29
Cisco Voice Portal
Customer Voice Portal Components

Customer Voice Portal - Call Control
Telephony switching and call queuing capability required in the Contact Center
Customer Voice Portal VoiceXML

VoiceXML application development using a plug-in to the standards-based Eclipse toolkit Standards-based J2EE runtime for serving VoiceXML documents via HTTP
VoiceXML Browser
Interprets VoiceXML documents DTMF or speech are used to fill forms and menus Analogous to a PC browser interpreting HTML documents
The Cisco Customer Voice Portal (CVP) is a web-based platform that provides carrier-class interactive voice response (IVR) and IP switching services on Voice over IP (VoIP) networks. The CVP feature set includes: IP-based call switching: CVP can transfer calls over an IP network while maintaining call control for call treatment or subsequent transfers over the IP network. IP-based take back and transfer (TNT): CVP can take back a transferred call for further IVR treatment or transfer it back to the PSTN. IP-based IVR services: CVP can perform the classic prompt-and-collect functions such as, "Press 1 for sales, 2 for service," and so forth. IP-based queuing: Calls can be "parked" on CVP for prompting, music on hold, and so forth, while waiting for a call center agent to become available. Compatibility with other Cisco call routing and VoIP products: Specifically, Hosted IPCC or Intelligent Contact Manager (ICM), Cisco Gatekeeper, Cisco gateways, and Cisco IP Contact Center (IPCC). Compatibility with the public switched telephone network (PSTN): Calls can be moved onto an IP-based network for CVP treatment and then moved back out to a PSTN for further call routing to a call center. Carrier-class platform: CVP's reliability, redundancy, and scalability enable it to work with service-provider and large enterprise networks. IP-based voice-enabled IVR services: CVP provides for sophisticated self-service applications (including speech-enabled applications), such as banking, brokerage, and airline reservations.
30 IP Contact Center Enterprise (IPCCE) v1.0 Copyright 2006, Cisco Systems, Inc.
Summary
In this lesson, the various components and option of ICM/IPCC Enterprise were discussed.
References
For additional information, refer to these resources: www.cisco.com Your Cisco Representative
Overview
31
32
Lesson 1
IPCC Pre Routing Call Flow

Overview
In this lesson you will learn the IPCC Call Flow using a Pre Route from the Carrier Network.
Objectives
Upon completing this lesson, you will understand the IPCC Call Flow using Pre Routing. This ability includes being able to meet these objectives: Understand the use of the Translation Route to VRU node Understand the use of the Run External Script node Understand the use of the Queue to Skill Group node
IPCC Pre Route from IXC

In the first example, the NIC will be the Routing Client in a Pre Route Request. If an agent is available and no further call treatment is required, a Label in the form of the Directory Number of the agent IP Phone will be used as a Route Response The Carrier will route the call to the CallManager and provide a DNIS value (Directory Number of agent IP Phone). The CallManager will then connect the caller with the agent IP Phone
In this example call flow it is assumed that an agent is available, no further call treatment is necessary and CTI Data is not required at the Agent Desktop. It is typical to see IPCC deployed using Translation Routing. This example is used to show a Device Target as the Label returned to the Routing Client in a Pre Route scenario. Device Targets are equal to the Directory Number of the agents IP Phone. When discussing Post Routing in a later lesson you will notice that the same mechanisms are used when using the Translation Route to VRU and Queue to Skill Group nodes.
1-2

Customer
MRD/Call Type Schedule

ICM Central Controller
Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
A Customer dials a toll free number. The carrier network sends a route request, which contains at least the dialed number (DN) and if available, the calling line ID (CLID or ANI) and/or any caller-entered digits (CED), via the Network Interface Controller (NIC) to the ICM Central Controller (CC).

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-3

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
Based on the MRD, DN and if available, ANI and CED, the call type is determined.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
Based on call type, the script schedule is consulted

1-4 IP Contact Center Enterprise (IPCCE) v1.0 Copyright 2006, Cisco Systems, Inc.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The selected ICM script now executes. In this example we will assume there is an agent available and a skill target is selected.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-5

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The choice of skill target determines the route to be used.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The route maps to a valid device target.


Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The device target maps to a label. This label has a DNIS value designed to get the caller to the agent via Call Manager.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-7

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The carrier sends the call to the Voice Gateway at the CallManager (Peripheral). The DNIS is passed to the CallManager. In this case the DNIS value is the Directory Number of an available agents IP Phone (Device Target). The CallManager rings the agents IP Phone.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-8

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The CallManager directs the Voice Gateway and the agent IP Phone to setup a voice session. CTI Server delivers CTI data to the agents desktop. This can be as little as agent statistics and call data. Integration is possible with a 3rd party application or CRM package as well.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
Note: Providing CTI Data at the agent desktop implies Translation Routing
9501
CAD
9502
CAD
JTAPI Group #1
1-9
1-10
In this example, the NIC will be the Routing Client in a Pre Route Request. If an agent is not available or further call treatment is required, a Translation Route to VRU and Queue to Skill Group nodes are required The Carrier will route the call to the CallManager and provide a DNIS value (in this case a Directory Number defined as a Translation Routing Application on the IPIVR).
In this example, a more typical call flow will be discussed. IPCC allows for an all-in-one solution for queuing and call treatment (CRS Scripts). Using Translation Routes allows for true cradle to grave reporting as well as preserving the identity of the call used to deliver CTI Data to the agent desktop.
The caller will be provided call treatment and the call will be queued in the event that no agents are available.
The call will be sent to the IPIVR for termination and prompting the caller for digits (CED) If the there are no agents available, the call will remain on the IPIVR for queuing until an agent becomes available
1-11

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
A Customer dials a toll free number. The carrier network sends a route request, which contains at least the dialed number (DN) and if available, the calling line ID (CLID or ANI) and/or any caller-entered digits (CED), via the Network Interface Controller (NIC) to the ICM Central Controller (CC).

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-12

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
Based on the MRD, DN and if available, ANI and CED, the call type is determined.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
Based on call type, the script schedule is consulted

Copyright 2006, Cisco Systems, Inc. IPCC Pre Routing Call Flow 1-13

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The Translation Route to VRU node will be used to terminate the call at the IPIVR and use the Translation Route to preserve the identity of the call. The ICM Script will continue to process the call. The Target will therefore be the IPIVR.
ICM Routing Script

This Script will provide queuing as well as providing further call treatment to the caller (collect digits) Use the Translation Route to VRU node to send a call to the VRU but keep the call active for processing on the ICM. This is useful for executing scripts that reside on the VRU.
1-14

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The choice of Skill Target determines the Routes to be used. One Route refers to the Translation Route and the other refers to a Service at the Peripheral defined for the purposes of Translation Routing. The Peripheral Target is the IPIVR

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-15

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Peripheral Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The Peripheral Target maps to a Label. This Label has a DNIS value that when returned, will terminate the call at the IPIVR using a Translation Route.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-16

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The Label is returned to the Routing Client (carrier via the NIC). The carrier delivers the call to the Peripheral along with the DNIS. The DNIS is actually one of the Directory Numbers (DNIS Pool) assigned to a Translation Routing Application on the IPIVR

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-17
DNIS Pool 7001-7003
CallManager will now communicate with the IPIVR across the JTAPI link for purposes of determining where to present the call to the IPIVR. In this communication the CallManager sends the DNIS value to the IPIVR and the IPIVR will then correlate a Trigger to a Call Control Group.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-18

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The IPIVR will then select the Port for call termination and inform the CallManager of where to establish the voice path.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The Voice path is setup between the caller and the IPIVR.
Copyright 2006, Cisco Systems, Inc. IPCC Pre Routing Call Flow 1-19

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
Note that the ICM Script is still running
9501
CAD
9502
CAD
JTAPI Group #1
The IPIVR now reports call arrival to the ICM via the IPIVR PG. This is done by sending a REQUEST_INSTRUCTION message that also contains the DNIS value and other call control information. Because this DNIS value was a specific value chosen by ICM, ICM now knows the identity of the call and can now continue the previously running script.
Note At this point, the Routing Client has changed to the IPIVR
1-20

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
While the call is queued the ICM script should instruct the IPIVR to run an Application. This Application can be used to provide messages, a menu, or simply music to the caller. In this case the caller will be instructed to enter digits.

Use the Run External Script node to instruct the Network VRU to execute a specific VRU script. You can use multiple VRU Script nodes to execute a series of scripts on the VRU.
1-21
Using the Run External Script node to run a CRS Script, the caller will be prompted to enter digits that will be used by a CED node.

If the Script runs successfully, the IPIVR will send the collected digits to the ICM via the VRU PG using Service Control
The Script will pass the caller entered digits to ICM in Call Variable: Call.CallerEnteredDigits

Customer
MRD/Call Type Call.CallerEnteredDigits

Please Press IXC

CM PG
Schedule Script Skill Target
CTI Server
IP IVR PG
Route Peripheral Target Label
Set Enterprise Call Info

IP IVR
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The CED node will be used to evaluate the CED value and choose a Skill Target.

The CED node will test the value of Call.CallerEnterDigits. The Case will determine the Skill Target
1-23

Use the Queue to Skill Group node to place the call in a queue for one or more skill groups. If an agent becomes available, the call is routed to that agent. If an agent is already available, the node will act like an LAA Select node and Skill Group nodes.
In the event that no agent is available in the selected Skill Group, the Queue to Skill Group Node is used to queue the call and the Run External Script node will run the VRU Script; BasicQ. This Script will provide a simple message and music while in queue until an agent becomes available. The ICM Network VRU Script definition for BasicQ is set to interruptible so the call can come out of queue at any point in the Script when an agent becomes available.
1-24

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
If or when an agent becomes available, the Skill Target is chosen.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The choice of Skill Target will determine the Route to be used.
1-25

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The Route maps to a Device Target (Device Targets are used in IPCC) rather than a Peripheral Target that would be typically seen in traditional telephony routing. The Device Target maps to a Label that is the Directory Number of the agents IP Phone.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-26

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The ICM sends a CONNECT request to the IPIVR via the VRU PG using the Label. The IPIVR interprets the Label and sends a redirect message to the CallManager requesting the call be sent to a particular IP Phone

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-27

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The CallManager rings the IP Phone. When an Off-hook message is received by the CallManager, the voice path between gateway and the agent IP Phone is established.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
1-28

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
CTI Server delivers CTI data to the agents desktop. This can be as little as agent statistics and call data. Integration is possible with a 3rd party application or CRM package as well.
1-29
Summary
In this lesson you learned the call flow for IPCC Pre Routing from the Carrier Network.
References
For additional information, refer to these resources: ICM Configuration Guide for Cisco ICM Enterprise Edition ICM/IP Contact Center Scripting and Media Routing Guide
1-30
Lesson 2
IPCC Post Route from CallManager Call Flow

Overview
In this lesson you will learn the IPCC Call Flow using a Post Route from the CallManager.
Objectives
Upon completing this lesson, you will understand the Call Flow using CallManager as the Routing Client This ability includes being able to meet these objectives: Understand the use of the Translation Route to VRU node Understand the use of the Run External Script node Understand the use of the Queue to Skill Group node
IPCC Post Routing Call Flow
IPCC Post Route from CallManager
In this example, the CallManager will be the Routing Client in a Post Route Request. The caller will be provided call treatment and the call will be queued in the event that no agents are available. The call will be sent to the IPIVR for termination and prompting the caller for digits (CED) If then there are no agents available, the call will remain on the IPIVR for queuing until an agent becomes available
Cisco best practice indicates that Post Routing from the IPIVR is only used in special cases. Post Routing indicates that the CallManager is the Routing Client. In a typical Post Routing Call Flow, the ICM script will begin using the Translation Route to VRU node. The Translation Route to VRU node provides some advantages in that Cradle to Grave reporting is implied and the Call will be terminated at the queue point before call treatment is provided (caller entered digits etc.).
2-2
ICM Routing Script
ICM Routing Script
You will be creating an ICM Routing Script as shown. You will be using VRU and Queuing nodes to implement Translation Routing and call treatment.
2-3

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
A call is initiated to the CallManager environment and is reported to CallManager. The call setup request comes into CallManager through a voice gateway from the PSTN, or the call originates as an on-net CCM call.
IPCC Post Route from CallManager Route Point 7000 is associated with the CallManager JTAPI User account
2-4

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
A post route request is now initiated to the ICM system via the CallManager PG. Elements of the call request are passed to the ICM with the MRD and at a minimum, the DN.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
ICM receives the call setup request message from the CallManager PG as a Post-Route request
Copyright 2006, Cisco Systems, Inc. IPCC Post Route from CallManager Call Flow 2-5

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
Based on the DN and if available, ANI and CED, the call type is determined

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
Based on call type, the script schedule is consulted.
2-6

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The script schedule determines which ICM script to run.
2-7

Use the Translation Route to VRU node to send a call to the VRU but keep the call active for processing on the ICM. This is useful for executing scripts that reside on the VRU.
The Translation Route to VRU node will be used to terminate the call at the IPIVR and use the Translation Route to preserve the identity of the call. The ICM Script will continue to process the call. The Target will therefore be the IPIVR.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
2-8

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The choice of Skill Target determines the Routes to be used. One Route refers to the Translation Route and the other refers to a Service at the Peripheral defined for the purposes of Translation Routing. The Peripheral Target is the IPIVR.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
2-9

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The Peripheral Target maps to a Label. This Label has a DNIS value that when returned, will terminate the call at the IPIVR using a Translation Route. The Label is returned to the Routing Client (CallManager).

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
2-10
DNIS Pool 7001-7003
CallManager will now communicate with the IPIVR across the JTAPI link for purposes of determining where to present the call to the IPIVR. In this communication the CallManager sends the DNIS value to the IPIVR and the IPIVR will then correlate a Trigger to a Call Control Group.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
2-11

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The IPIVR will then select the Port for call termination and inform the CallManager of where to establish the voice path.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The Voice path is setup between the caller and the IPIVR.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
Note that the ICM Script is still running
9501
CAD
9502
CAD
JTAPI Group #1
The IPIVR now reports call arrival to the ICM via the IPIVR PG. This is done by sending a REQUEST_INSTRUCTION message that also contains the DNIS value and other call control information. Because this DNIS value was a specific value chosen by ICM, ICM now knows the identity of the call and can now continue the previously running script.
Note At this point, the Routing Client has changed to the IPIVR
2-13

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
While the call is queued the ICM script should instruct the IPIVR to run an Application. This Application can be used to provide messages, a menu, or simply music to the caller. In this case the caller will be instructed to enter digits.

Use the Run External Script node to instruct the Network VRU to execute a specific VRU script. You can use multiple VRU Script nodes to execute a series of scripts on the VRU.
2-14
Using the Run External Script node to run a CRS Script, the caller will be prompted to enter digits that will be used by a CED node.

If the Script runs successfully, the IPIVR will send the collected digits to the ICM via the VRU PG using Service Control
The Script will pass the caller entered digits to ICM in Call Variable: Call.CallerEnteredDigits
Copyright 2006, Cisco Systems, Inc. IPCC Post Route from CallManager Call Flow 2-15

Customer
Call.CallerEnteredDigits
Please Press
Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Peripheral Target Label
Set Enterprise Call Info

IP IVR
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The CED node will be used to evaluate the CED value and choose a Skill Target.

The CED node will test the value of Call.CallerEnterDigits. The Case will determine the Skill Target
2-16

Use the Queue to Skill Group node to place the call in a queue for one or more skill groups. If an agent becomes available, the call is routed to that. If an agent is already available, the node will act like an LAA Select node and Skill Group nodes.
In the event that no agent is available in the selected Skill Group, the Queue to Skill Group Node is used to queue the call and the Run External Script node will run the VRU Script; BasicQ. This Script will provide a simple message and music while in queue until an agent becomes available. The ICM Network VRU Script definition for BasicQ is set to interruptible so the call can come out of queue at any point in the Script when an agent becomes available.
2-17

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
If or when an agent becomes available, the Skill Target is chosen.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The choice of Skill Target will determine the Route to be used.
2-18

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The Route maps to a Device Target (Device Targets are used in IPCC) rather than a Peripheral Target that would be typically seen in traditional telephony routing. The Device Target maps to a Label that is the Directory Number of the agents IP Phone.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
2-19

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The ICM sends a CONNECT request to the IPIVR via the VRU PG using the Label. The IPIVR interprets the Label and sends a redirect message to the CallManager requesting the call be sent to a particular IP Phone

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
2-20

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
The CallManager rings the IP Phone. When an Off-hook message is received by the CallManager, the voice path between gateway and the agent IP Phone is established.

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
2-21

Customer

Script Skill Target
IXC
CM PG
CTI Server
IP IVR PG
Route Device Target
IP IVR
Label
Gateway
Call Manager 8101 8102 8103 8104 8105
9501
CAD
9502
CAD
JTAPI Group #1
CTI Server delivers CTI data to the agents desktop. This can be as little as agent statistics and call data. Integration is possible with a 3rd party application or CRM package as well.
2-22
Summary
In this lesson you learned the call flow for IPCC Post Routing from CallManager as the Routing Client
References
For additional information, refer to these resources: ICM Configuration Guide for Cisco ICM Enterprise Edition ICM/IP Contact Center Scripting and Media Routing Guide
2-23
2-24
Lesson 3
Configure CallManager for IPCC

Overview
In this lesson you will perform basic CallManager configuration required for a successful connection to IPCC.
Objectives
Upon completing this lesson, you will be able to perform basic CallManager configuration. This ability includes being able to meet these objectives: Add Cisco IP Phones. Create a JTAPI User Account Create a Route Point Associate Devices with a User
Cisco CallManager
Cisco CallManager Media Convergence Servers (MCS)
Cisco CallManager is the software-based call-processing component of the Cisco IP telephony solution, part of Cisco AVVID (Architecture for Voice, Video and Integrated Data). The software extends enterprise telephony features and functions to packet telephony network devices such as IP phones, media processing devices, Voice-over-IP (VoIP) gateways, and multimedia applications. Additional data, voice, and video services such as unified messaging, multimedia conferencing, collaborative contact centers, and interactive multimedia response systems interact with the IP Telephony solution through Cisco CallManager`s open telephony Application Programming Interface (API). Cisco CallManager is installed on the Cisco Media Convergence Server (MCS).
3-2
Cisco IP Phones
Cisco IP Phones
The Cisco IP Phone series is a standards-based communication appliance. The Cisco IP Phones can interoperate with IP Telephony systems based on Cisco CallManager technology, H.323, or Session Initiated Protocol (SIP) and Media Gateway Protocol (MGCP), with system-initiated software updates. What needs to be configured: IP Phones CTI Route Point JTAPI User Account Device Association
3-3
Adding an IP Phone
IP Phone (7960)
Login to the CallManager: https://<CallManager name or IP Address>/CCMAdmin.
CallManager Admin Login https://ccmipivr/ccmadmin
3-4
Adding an IP Phone
CallManager Admin screen
Add a Cisco 7960 IP Phone
Add a New Phone Add a 7960 IP Phone
3-5
Adding an IP Phone
Phone Configuration
Using Settings then option 3 will display the MAC Address
Add the IP Phone by entering the MAC Address, Device Pool and Button Template. Insert the IP Phone and configure a Directory Number. Disable Call Waiting for standard Agent Directory Numbers. For Outbound Agents, leave Call Waiting enabled (default setting for 4.0 and above).
Directory Number
**Call Waiting will be left enabled for the Outbound Lab
Call Waiting must be disabled for a standard Agent Directory Number
3-6
Adding a User Account
Directory Number
Add a new User: cmpguser. Ensure enable CTI Application use is enabled. This is the user account used by the CallManager PG PIM for communication between IPCC and CallManager.
Create cmpguser JTAPI User Account
3-7
Device Association
Associate IP Phones with cmpguser
Associate the defined IP Phones with the cmpguser User. Verify by observing the Controlled Devices for the User. Any phone used by a contact center agent has to be associated with the CallManager JTAPI User.
Associate IP Phones with cmpguser
Ensure No Primary Extension for IP Phones associated with cmpguser
3-8
Add Route Point for CallManager
Add Route Point (DN) for Route Request

CallManager will be the Routing Client. Create a Route Point and associate it with the cmpguser account
The CallManager will be the Routing client in you configuration. A Route Point must be created and associated with the cmpguser User Account.
3-9
Add Route Point for CallManager

Associate the Route Point with cmpguser (No primary Extension)
Verify that the Route point is a Controlled Device for the cmpguser User.
3-10
Summary
In this lesson you performed the prerequisite CallManager configuration required for IPCC connectivity.
References
For additional information, refer to these resources: Staging Guide ICM/IPCC Enterprise/Hosted Editions ICM/IPCC Software Release 7.0(0)
3-11
3-12
Lesson 4
CRS Script Editor

Overview
The Cisco CRS Editor is a visual programming environment for creating, modifying, validating, and debugging telephony and multimedia application scripts in a CRS system.. In IPCC environments the CRS Script Editor is used to create IPIVR scripts. IPCC uses routing scripts to route calls either to agents or IPIVR scripts. Routing scripts are discussed later in this course.
Objectives
Upon completing this lesson, you will be able to describe the CRS Script Editor and its basic functions. This ability includes being able to meet these objectives: Understand the CRS Script Editor. Become familiar with the different work areas of the editor
Open the Customer Response Solutions Editor
Open CRS Editor CRS Script Design Environment
Only users with Administrative rights to the machine that the CRS Editor is installed on are able to launch the CRS Editor. Non-administrator users are not able to launch the Editor. This is true for both Windows 2000 and Windows XP systems. After you download and launch the CRS Editor for the first time, you can select the Log on Anonymously button to run the CRS Editor without specifying a Name and Password. However, in Anonymous mode, you cannot save scripts to the Repository. The CRS Server information can be any IP address or hostname of a valid node in the CRS cluster. For a local CRS Editor running in a CRS cluster, this field is automatically pre-filled with the local host IP address.
Note You must supply a CRS Server IP address the first time you launch the CRS Editor so that the CRS Editor can download additional information from the CRS Cluster that it needs to become fully functional. In subsequent launches, the CRS Editor uses the IP address to properly authenticate the user and download updated configuration information. If no IP address is supplied, or if the CRS Editor is unable to connect to the cluster, the CRS Editor starts up with the last known IP address and configuration.
4-2
Cisco CRS Editor
CRS Editor
Palette
Design Area
Variables
Messages
The Cisco CRS Editor enables you to develop a wide variety of interactive scripts. The CRS Editor simplifies script development by providing blocks of contact-processing logic in easy-touse Java-based steps. Each step has its own unique capabilities, from simple increment to generating and playing out prompts, obtaining user input, queuing calls, or performing complex database operations. Although the steps are written in Java, you do not need to understand Java programming to build a CRS script. You can assemble a script by dragging step icons from a palette on the left pane of the workspace to the design area on the right pane of the workspace. The CRS Editor supplies the code required to connect the steps; you provide the variable definitions and other parameters. You can validate and debug the completed script directly in the CRS Editor. Palette pane: Use the Palette pane to choose the steps you need to create your script. Design pane: Use the Design pane to create your script. Message pane: Use the Message pane to view messages when you are validating or debugging a script. Variable pane: Use the Variable pane to create, modify, and view variables for your script.
CRS Script Editor
4-3
Editor Status Bar
Status Bar
Script Editor Status Bar
Step Number
Script Status
User Name
Free Memory Button
Line Number
Cluster Status
Available Memory
Status Bar at bottom of window Step number for each palette step Line number for every line exposed (expanded)
Step number: The first section displays the step number currently selected (step/connection) out of how many steps defined in the script. Step numbers correspond to the order in which they were added to the script and as such does not increment necessarily when you scroll down the list of steps in the script. Line number: The second section displays the line number of the currently selected step or connection out of how many lines are currently displayed in the script. Expanding a step will increase the total number of lines being displayed. Script status: The third section displays the script status. Cluster status: The fourth section displays the cluster status. The text displayed is the name of the cluster to which the Editor is connected or Unknown if the Editor was started without information about a cluster. User name: The fifth section displays information about the logged in user. The text displayed is the name of the user or Anonymous when the user logs into the Editor anonymously. Available memory: The sixth section displays a progress bar with the total available memory for the Editor and the amount of memory currently in use. This is meant as a gauge for the user to identify when the Editor will have an out-of-memory condition because either too many scripts are opened or because the script being edited is too big. The progress bar changes to red when there is about 10 MB of memory left before reaching the out-of-memory condition. Button for freeing memory: The final section is a button that can be used or not to free up memory not yet recollected by the Java VM. You do not need to use this button since the (Java Virtual Memory) JVM automatically frees up memory when it can be freed.
4-4
Step Palette
Palette Window
List of Folders and Steps

Steps are Java beans Customizable logic Folders contain steps
To display the contents of a palette, click the plus sign (+) to the left of the palette icon in the Palette pane. To create your script, drag the steps you want from the Palette pane and drop them, in their desired order, into the Design pane. Each step performs a specific function and creates a portion of the underlying programming. You can customize all of the steps once you have placed them in the Design pane.
CRS Script Editor
4-5
Design Pane
Design Window
Drag and Drop the Steps
Logic flow Highlight and drag (Delay step) Point to bottom of step that new step will follow Release and drop
Before you drag a step to the Design pane, close any open customizer window(s). (If you try to drag a step to the Design pane when a customizer window is open, the Design pane will not accept the step.) While dragging a step, move the cursor close to any edge of the script window to scroll the script in that direction in order to drop the step in the desired location. While dragging a step, the collapsed steps will not immediately expand. To expand a collapsed step, move the cursor over the collapsed step for two seconds; the step or connection then expands.
4-6
Set Step Properties
Design Window
Step Properties Popup Menu
Right click on step for Properties option Accesses the Customizer for that step
Customizer Windows are used to set properties of a Step. Customizer windows have text fields and or selection fields that you use to configure properties. They might have multiple tabs.
Design Window
Step Properties Customizer
Customizer defines step properties Each step has a different customizer
CRS Script Editor
4-7
Variable Pane
Variable Window
Icons: Add, Modify, Delete
Use the Variable pane of the Cisco CRS Editor to define variables used by a script. Variables store data while a script executes. Any step in your script can use variables once you define them in the Variable pane of the CRS Editor window.
Variable Window
Edit Window
To create, modify variables Many variable data types Integer
String Boolean etc.
See Expression Language Reference Guide
4-8
Expression Editor
Expression Editor
Expression Editor Window
Expression Value Text Input Field List of Variables
Toolbar
Syntax and Operator Tabs

In the Expression Editor window, you can enter an expression in the text field, or you can use the Variable Expression Dialog Box drop-down menu to get quick access to variables you have previously defined in the script. When you choose a variable from the Variable drop-down menu, the variable name appears in the input text field. After you enter the expression, click OK. The Expression Editor closes. The Expression Editor window provides an Expression Toolbar. This is the toolbar below the Values input text box and buttons. A series of tabs at the bottom of the window, each representing a CRS variable type or a category of expression constructs. Selecting a tab displays a set of buttons or a drop-down list. Depending on the variable type, a tabs buttons or drop-down list refer to a list of: Variables, constructors, methods or attributes Constants or keywords Prompts, grammars, or documents stored inside the repository
CRS Script Editor
4-9
Message Pane
Message Window
Validation Information Debug Status
You can use the Message pane once you complete your script and you are ready to validate and debug it. Three procedures are available to do this: validate, reactive debugging, and nonreactive debugging. Validate is done from the Tools menu and will validate that all steps have been properly customized and that all execution paths terminate with an End step. Errors are displayed in the message windows allowing the user to simply click on them to get to the location of the error in the script. In the reactive debugging, and non-reactive debugging procedures, you can insert, delete, enable, and disable breakpoints after you have opened the script window. Information appears in the Debug pane telling you whether or not your script is valid.
4-10
Script Management
Script Management
Four Steps
In the CRS Script Editor: 1. Validate the script 2. Save As the script to your hard drive or Script Repository In the CRS Administration > Script Management: 3. Upload script to the CRS Repository 4. Refresh the script and application in the CRS server memory
Validate your Script
Script Management
Step One: Validate
CRS Editor > Tools > Validate Validation should be successful If not successful, click on error in message window, locate and repair
CRS Script Editor
4-11
Script Management
Script Management
Step Two: Save As
CRS Editor > File > Save As Saves .aef file to: PC hard drive, or Script Repository Save As allows developer to see where file is saved, avoiding mistakes
Upload and Refresh.
Script Management
Steps Three & Four: Script Upload, Refresh
CRS Manage Scripts pages Add a Script or Upload to repository Refresh script when prompted Refresh application when prompted When uploading to the Script Repository, refresh the script
4-12
Debug
Debugging Scripts
Toolbar - Icons
Break
Step Over
Disable Breakpoint
Debugging will not be covered in this class!

Clear All Start End Insert Breakpoint Breakpoints

Use the Reactive Debugging procedure to debug scripts that depend on external events for their execution. For example, the Cisco CRS script aa.aef depends on an external call event (an incoming call) to trigger its execution. This procedure is also the only way you can debug Voice Response Unit (VRU) scripts, by registering for the script filename. When the call starts, the CRS Engine runs the associated scripts normally until the system reaches the one for which you registered a reactive debugging session. The system starts debugging the script at that point. Use the Non-Reactive Debug procedure to debug scripts that do not require external events for their execution (for example, scripts that derive their steps from the General or Database palettes alone). This procedure is also useful for debugging script segments or subflows.
Note Script debugging will not be covered in this class unless your instructor chooses to demonstrate the procedures required.
CRS Script Editor
4-13
Summary
In this lesson, the CRS Editor was discussed in great detail. In a later lesson this information will be helpful when you create a Script of your own.
References
For additional information, refer to these resources: The Cisco CRS Scripting and Development Series contain four volumes: Volume 1, Getting Started with Scripts (this book), provides an overview of the Cisco CRS and the CRS Editor Web interface. Volume 2, Editor Step Reference, describes each individual step in the CRS Editor palettes. Volume 3, Expression Language Reference, provides details on working with the Cisco CRS Expression Editor Volume 4, Software Development Kit Guide, provides details on how to create steps and subsystems that are not provided by the Cisco CRS Platform.
4-14
Lesson 5
Create a CRS Script

Overview
In this lesson you will create an IPIVR script that collect a digit that will later be used in our IPCC routing scripts. Your instructor will guide you in starting the Application Editor and creating the script. This lesson is not a substitute for the CRSD course available from your Cisco Learning Partner.
Objectives
Upon completing this lesson, you will be able use the CRS Editor to create CRS workflow scripts. This ability includes being able to meet these objectives: Create a new script Set properties of Steps Create Variables Validate and save your CRS script
Create a new script
Please Note
This is an introduction to scripting for the IPIVR This is not a substitute for the CRSD course delivered by a Cisco Learning Partner
Start the editor and log in as User: student PSWD: training
Start a New Script

File > New or use the New Script Icon on the tool bar
New Scripts will always have a Start step
Use File > New or the New Script Icon from the tool bar.
5-2
Create a new Variable
Create a Variable of String Type
Choose String as the Variable type Name the Variable CollectDigits
The Variable window allows you to create, modify, and view the local application variables. Use the Variable window icons to add, delete, and modify variables. To declare a new variable, click the New Variable icon at the top of the Variable window. This displays the New Variable window. Define a name, type, and value (optional) for the new variable.
Create a CRS Script
5-3
Steps used in Script
Steps used in the Script
Layout the steps in the CRS editor as shown.
Final Step layout
Accept the incoming call Collect digits from the caller and set a variable with the value Set Call.CallerEnteredDigits with the variable value to pass to ICM using a Post Route Request
End the call (control has been passed to ICM)
5-4
Set Properties of Get Digit String Step
Right-click Get Digit String step and select properties

Set properties for tabs as shown
Create a CRS Script
5-5
Set properties of Set Enterprise Call Info Step
Set Properties of Set Enterprise Call Data Step
Right-click Set Enterprise Call Info step and select properties
The Set Enterprise Call Info step will be used to carry the CED information from the IPIVR using Service Control to the ICM VRU PG. This value will be used by a CED Node in the ICM Script Editor

Click Add, set the Value (Variable) that will be contained in Call.CallerEnteredDigits returned as a result of a Run External Script Node
5-6
Set properties of Set Enterprise Call Info Step

Completed Properties of the Set Enterprise Call Data step
Create a CRS Script
5-7
Finish the Script Layout
Set Properties of Annotate Step
If you would like, you can add Comments using the Annotate Steps
Using Annotate steps is always a good idea, even for simple scripts.
Finished Layout
Finished Layout
5-8
Validate and Save the Script
Validate Script
Finished Layout
Validate the Script and if successful, save the Script as CollectDigits.aef on your desktop. You will upload the script to the IP IVR in a later lesson.
Save the Script
Save the Script to the Desktop
Create a CRS Script
5-9
Summary
In this lesson you created a simple IPIVR Script to collect digits from an inbound caller.
References
For additional information, refer to these resources: Attend the CRSD Course delivered by your Cisco Learning Partner Application design guides for CRS/IPCC Express available at Cisco.com
5-10
Lesson 6
Configure IPIVR for IPCC

Overview
In this lesson you will perform the initial setup of the IPIVR. The IPIVR installation has been performed for you; this is the setup that immediately follows the reboot after install. For more information about how to install IPIVR please refer to Cisco Customer Response Solutions Installation Guide
Objectives
Upon completing this lesson, you will be able to perform the initial setup of an IPIVR. This ability includes being able to meet these objectives: Discuss the IPIVR architecture Setup the JTAPI subsystem Create a JTAPI Call Control Group Setup the ICM subsystem Mange Prompts and Scripts Create Applications and Triggers
Cisco IPIVR
IPIVR
Tasks To Be Completed
Discuss the IPIVR architecture Setup the JTAPI subsystem Create a JTAPI Call Control Group Setup the ICM subsystem Manage Prompts and Scripts Create Applications and Triggers
The Cisco IPIVR provides prompting, collecting, and queuing capability for the IPCC solution. IPIVR does not provide call control because it is behind Cisco CallManager and under the control of the ICM software via the Service Control Interface (SCI). When an agent becomes available, the ICM software instructs the IPIVR to transfer the call to the selected agent phone. The IPIVR then requests Cisco CallManager to transfer the call to the selected agent phone. Each IPIVR server is capable of supporting up to 300 logical IPIVR ports (depending upon the hardware server model). You can deploy multiple IPIVR servers with a single Cisco CallManager cluster under control of IPCC. The IPIVR has no physical telephony trunks or interfaces like a traditional IVR. The telephony trunks are terminated at the voice gateway. Cisco CallManager provides the call processing and switching to set up a G.711 or G.729 Real-Time Transport Protocol (RTP) stream from the voice gateway to the IPIVR. The IPIVR communicates with Cisco CallManager via the Java Telephony Application Programming Interface (JTAPI), and the IPIVR communicates with the ICM via the Service Control Interface (SCI) with an IVR Peripheral Gateway. A lower-cost licensing option of the IPIVR is called the IP Queue Manager. The IP Queue Manager provides a subset of the IPIVR capability. The database, Java, and HTTP subsystems are not included the IP Queue Manager software license. The IP Queue Manager provides an integrated mechanism for prompting and collecting input from callers and for playing queuing announcements.
6-2
Cisco IPIVR
IPIVR
IP Interactive Voice Response (IPIVR)
Multimedia IP-Enabled IVR Voice/Data/Web Responds or Generates: Telephony/Voice Contacts Over IP Email Contacts HTTP Contacts Features Open Database Connectivity Reporting, Real Time and Historical Optional TTS and ASR VXML Support (v2)
Cisco IPIVR automates call handling by autonomously interacting with users. It also processes user commands to facilitate command response features such as access to checking account information or user-directed call routers. The IPIVR also performs prompt and collect functions to obtain user data like passwords or account identification. Cisco IPIVR supports Open Database Connectivity (ODBC) access to Microsoft Structured Query Language (SQL) Servers, Oracle, Sybase, and IBM DB2 databases. The IPIVR package supports the IP-QM functionality to participate in Cisco IPCC Solution. In addition, you can also use IPIVR to extract and parse Web-based content and present the data to customers using a telephony or HTTP interface. IPIVR also supports a real-time reporting client, an historical reporting client, and add-on features, such as Automatic Speech Recognition (ASR) and Text-to-Speech (TTS)
Configure IPIVR
6-3
IPIVR Subsystems
IPIVR Subsystems
Subsystems
JTAPI ICM Database HTTP Email Cisco Media MRCP ASR (Option) MRCP TTS (Option)
The following are the supported subsystems in the CRS engine (when licensed for IPIVR only, you will not see RMCM, in the list). ASR and TTS are optional and only available if a license key enabling this functionality was applied. JTAPI: Manages the connection between Cisco CallManager, CTI Manager and the CRA Engine. ICM: Manages the connection between the application server and Cisco Intelligent Contact Manager (Cisco ICM). The ICM subsystem is only available if Cisco IPIVR is deployed with IPIVR licensing. Database: Handles the connections between the CRA server and the enterprise databases. HTTP: Adds components to the CRA Engine that allow it to respond to HTTP requests. EMail: Adds components to the CRA Engine that allow it to send e-mail Cisco Media: Configures the Cisco Media Termination (CMT) dialog control groups. The CMT groups are used to handle simple DTMF based dialog interactions with the customer. MRCP Automatic Speech Recognition: This subsystem allows a script to respond to voice responses, as well as DTMF input from contacts received. MRCP Text-To-Speech: This subsystem allows a script to play back text or text documents to callers as speech.
6-4
Repository
Repository
DC Directory lives on CallManager Publishing Directory on CM User, CTI Port and CTI Route Point Info Configuration Profile Information specific to a CRS Server Different Info on each CRS Server Repository Profile Maintains Scripts and Applications Can be shared with other CRS Servers
DC Directory
The default DC Directory on the Cisco CallManager server is established as the publishing directory. The Cisco CRS server maintains a replication directory that subscribes to the publishing directory. This implementation ensures that directory data is consistent across the system.
Configuration Profile
The configuration profile is used to hold the CRS engine configuration information that is specific to a single CRS server.
Repository Profile
The repository profile is used to maintain the scripts, as well as the created applications. In addition, the repository profile can be shared between multiple CRS servers; thus allowing scripts and configured applications to be maintained in a central location and updated at the same time for all servers. The repository keeps one backup version of each script for recovery purposes. The application designer can revert to the previous version if necessary. The administrator may configure the location and authentication information for network resources (that are stored in the User Preferences (LDAP) directory), using the CRS Administration pages.
Configure IPIVR
6-5
IPIVR Architecture
CRS Architecture
Cisco CallManager Cluster Gateway PSTN
Administration via JavaCompliant Browser
HTTP
JTAPI Link
LDAP Publisher
Cisco IP Telephony Directory LDAP via Browser
Enterprise Databases (Customers SQL Databases)
LDAP Subscriber
Cisco CRS Editor
CRS Application Server(s)

CRS and CallManager in IPCC Enterprise

Cisco CallManager Cluster Gateway
CTIOS
PSTN
Administration via JavaCompliant Browser
CM PG CG
HTTP
JTAPI Link
LDAP Publisher Cisco IP Telephony Directory
Enterprise Databases (Customers SQL Databases)
VRU PG
6-6
Configure IPIVR
Configure IPIVR for IPCC
You will perform the Cisco CRS Administrator Setup. CRS has been installed for you, but configuration has not been performed.
Initial Setup
Configure IPIVR
6-7
Activate Components
Component Activation
Activate all components except CRS Agent Datastore
Activate Publisher
If any of the datastore components were activated, this page appears Choose the host name of the publisher database server to set for this datastore
6-8
Activation Results
Activation Results
Server Setup Completed confirms the result of activations
Configure IPIVR
6-9
Configure JTAPI Subsystem
JTAPI Subsystem
The JTAPI Subsystem sends and receives call control messages between the CRS server and the CallManager CTI Manager
The JTAPI subsystem is the subsystem of the CRS Engine that sends and receives call-related messages from the Cisco CallManager CTI Manager through the JTAPI client. To enable your CRS server to handle Cisco Unified Communications requests, you will need to provision the JTAPI subsystem.
6-10
Configure JTAPI Subsystem
JTAPI Subsystem
Creating JTAPI user requires authentication to CallManager Window appears for each session accessing the CallManager Administrator can continue creating CTI Ports, CTI Route Points in next steps
The CRS Engine must be restarted after configuring the JTAPI Subsystem. PARTIAL_SERVICE is a natural state in 4.x. Unless all possible components are installed and configured, the CRS Engine will report PARTIAL_SERVICE.
Restart CRS Engine

You must restart the CRS Engine after configuring the JTAPI Subsystem
Configure IPIVR
6-11
JTAPI Call Control Group
JTAPI Call Control Group Add JTAPI Call Control Group
The JTAPI Call Control Group is defined as a Trunk Group in ICM configuration. In Cisco CRS, the CTI port group creation uses a DN assignment logic that begins with the configured starting DN trying to create as many CTI ports as specified in the CTI port group configuration. It first checks with Cisco CallManager to verify if this DN is already taken or assigned to an existing device (such as a phone, CTI port, etc.). If not taken, this DN is used to create the first CTI port. The DN assignment logic then moves on to creating the next CTI port (in that group). If the DN is already taken by another pre-existing device, this DN is skipped. The DN assignment logic then moves to the next DN and performs the same verification process again until it finds an available DN. When it finds the available DN, it creates the CTI port with that DN. This continues until all CTI ports in that group are successfully created.
Note The JTAPI Call Control Group area automatically opens in the JTAPI Configuration web page when you first choose the JTAPI menu option from the Subsystems menu when the JTAPI Provider is configured. If the JTAPI Provider is not configured, the JTAPI Provider configuration page displays.
6-12

Creates JTAPI Call Control Groups on CRS Creates CTI Ports on CallManager (5) Associates CTI Ports with new JTAPI user created in previous step Automatically assigns a directory number to each CTI Port (5)
Do not interrupt the CTI Port Group Creation Process Even if you think you have made a mistake, wait until completed and then delete.
Configure IPIVR
6-13

List of JTAPI Call Control Groups
Never create CTI Ports used by CRS using CallManager Administration
The result of the JTAPI Call Control Group configuration can be observed using CallManager Administration.
Observe Results
New User has been created
New CTI Ports have been created and associated with the new User
6-14
Provisioning JTAPI Control Groups

About JTAPI CTI Call Control Groups
CTI Ports are Assigned to JTAPI Call Control Groups Triggers Are Assigned to JTAPI Call Control Groups Multiple Apps (Triggers) Can Share CTI Port Resources in a Group CTI CTI CTI CTI CTI CTI CTI CTI CTI CTI CTI CTI CTI CTI Port Port Port Port Port Port Port Port Port Port Port Port Port Port App #1 Group #1 App #2 App #7 Group #2 App #4
Group #3
App #5
Group #4
App #6 App #3
The CRS system uses JTAPI call control groups to pool together a series of CTI ports, which the system uses to serve calls as they arrive at the CRS server. You can create multiple JTAPI call control groups in order to share and limit the resources to be used by specific applications. Here we show CallManager CTI Ports grouped in CRS Administration so they can be used for incoming calls (or connections) by various CRS Script Applications. These groupings prevent a single application from consuming all of the CTI Ports leaving other applications unable to accept connections
Configure IPIVR
6-15
CMT Group
Cisco Media Termination Dialog Group

Create Cisco Media Termination Dialog Group
The Cisco Media subsystem is a subsystem of the CRS Engine. The Cisco Media subsystem manages the CMT media resource. CMT channels are required for CRS to be able to play or record media. The Cisco Media subsystem uses dialog groups to organize and share resources among applications. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone. To enable your CRS applications to handle simple DTMF-based dialog interactions with customers, you will need to provision the Cisco Media subsystem to configure CMT dialog groups.
6-16
CMT Group
Cisco Media Termination Dialog Group
Cisco Media Group #1 will be used when defining Triggers for the ICM Translation-Routing Application
Configure IPIVR
6-17
Prompt Management
Manage Prompts
Many applications make use of pre-recorded prompts, stored as .wav files, which are played back to callers in order to provide information and elicit caller response. Several system-level prompt files are loaded during Cisco CRS installation. However, any file you create needs to be made available to the CRS Engine before a CRS application can use them. This is done through the CRS clusters Repository datastore, where the prompt, grammar, and document files are created, stored, and updated. The CRS Server's local disk prompt files are synchronized with the central repository during Cisco CRS Engine startup and during run-time when the Repository datastore is modified.
6-18
Uploading Prompts
Upload a Prompt
Prompts have been provided for you on the Desktop
You will need to upload the CollectDigits.wav file for use in the CollectDigits.aef script. This Prompt directs the caller to enter digits using the GetDigitString Step.
Upload a Prompt
Upload the CollectDigits.wav file to the appropriate language folder
Configure IPIVR
6-19
Script Management
Upload Scripts
Script Management Page
Name Language Name Actions
Delete Rename Refresh Upload (overwrites current script)
Upload New Scripts
The Script Management option of the Applications menu of the Cisco CRS Administration web interface contains options for managing and refreshing CRS scripts that are stored in the repository.
Upload Scripts
The CollectDigits.aef Script has been placed on your desktop (earlier lab)
6-20
Script Management
Upload Scripts
Refreshing the Script (load into memory)
When you make changes to a script, you must refresh the script in order to direct all the applications and subsystems that use this script to reload the new version. There are two script refresh options: Individual script refresh Bulk script refresh Your Cisco CRS system includes sample scripts stored as .aef files. These scripts have been built using Cisco CRS Editor Steps, including prerecorded prompts. You can use these scripts to create applications without performing any script development, or you can use these scripts as models for your own customized scripts.
Note The included scripts are bundled with the CRS system solely as samples, and are not supported by Cisco. For more information on these sample scripts, refer to the Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts.
Configure IPIVR
6-21
Translation-Routing Application
Create an ICM Translation-Routing Application
Create a new Cisco ICM Translation-Routing Application
You must configure Cisco ICM translation-routing applications when the CRS server is used as a queue point for a Cisco IPCC solution (Cisco IP Queue Manager or IPIVR) in which calls are expected to be routed by the Cisco ICM to the CRS server. The call attributes will be reported as part of a configured translation-route on the Cisco ICM.
Note Before you can configure a Cisco ICM translation-routing application, you must first upload any VRU scripts that the application will need.
6-22
Translation-Routing Application

Define your new application by giving it a unique name, ID, and set the Maximum Number of Sessions = 2
Field Name Name Description ID Maximum Number Of Sessions Enabled
Description A name for the application. Use the Tab key to automatically populate this field. Enter a unique ID. This field corresponds to the service identifier of the call reported to the Cisco ICM and configured in the Cisco ICM translation route. The maximum amount of simultaneous sessions that the application can handle. (Radio button) Accept Yes (the default).
Configure IPIVR
6-23
Create Triggers for Application
JTAPI Triggers are created on CRS and the appropriate device associations are made on the CallManger automatically
You must add JTAPI triggers to invoke Cisco applications in response to incoming contacts. A JTAPI trigger responds to calls that arrive on a specific route point by selecting telephony and media resources to serve the call and invoking an application script to handle the call.

The Triggers defined for the Translation-Routing Application represent the DNIS pool used by the peripheral
6-24
Heading
Verify Device Association for Triggers

Verify that the components you have configured have been associated with the CRS JTAPI User
You can verify your configuration using CallManager Administration. All CTI Ports and Triggers will be associated with the IPIVR User Account.
Configure IPIVR
6-25
ICM Subsystem
ICM Subsystem
Configure the ICM Subsystem.
Service Control TCP port 9999
The Cisco CRS system uses the ICM subsystem to communicate with Cisco ICM, which is used by Cisco IPCC Enterprise to manage call distribution across sites and call-processing environments. The CRS server is frequently used as part of an IPCC Enterprise solution with Cisco ICM. In this type of installation, the Cisco ICM uses the CRS server to queue calls and perform other functions such as collecting caller-entered digits, performing database lookups, and playing back prompts.
Note The ICM subsystem is available only if your system has a license installed for IP Queue Manager or IPIVR
6-26
VRU Scripts
ICM Subsystem
ICM VRU Script Configuration
ICM will use these scripts for the Run External Script Node in the ICM Script Editor
Cisco IPCC Enterprise uses VRU scripts to handle interactions with contacts. These scripts are loaded as applications on the CRS Engine.
ICM Subsystem
BasicQ.aef will be used when Queuing calls (playing music etc.) CollectDigits.aef will be used by the ICM Script to collect CED from the inbound caller. These digits will be used to choose a Skill Target
Configure IPIVR
6-27
Configuration Complete
IPIVR Configuration Completed
The IPIVR is now configured and ready to use by the IPCC Complex
6-28
Summary
In this lesson you performed the IPIVR Configuration required for use with IPCC Enterprise.
References
For additional information, refer to these resources: Cisco Customer Response Solutions Administration Guide, Release 4.0(x) Cisco.com
Configure IPIVR
6-29
6-30
Lesson 7
ICM Configuration
Overview
In this lesson you will use ICM Configuration Manager to Configure ICM and Peripheral Components before installing the physical devices.
Objectives
Upon completing this lesson, you will be able to perform ICM configuration required for IPCC. This ability includes being able to meet these objectives: Describe what needs to be configured using Configuration Manager Use Configuration Manager to configure devices before installation Record information generated by Configuration Manager required for device installations
What needs to be configured
What to Configure
The following must be configured using Configure ICM:
Network VRU Network VRU Scripts Agent Desk Settings IPIVR PG (VRU) CallManager PG Network Trunk Group and Trunk Group Service (Generic Service for Translation Route) Route Skill Groups Agent, Supervisor Agent Team Device Targets, Labels Dialed Number
You will use Configuration Manager to configure ICM components before Physical component installation. Configuration Manager will generate information required for component installation (Logical and Peripheral Controller IDs).
What to Configure
Configuration Only MRD/Call Type
ICM
Schedule
IP IVR PG
Script Skill Target

Service, Skill Groups
CM PG
CTI Server JTAPI Call Control Group #1 IP IVR
Route Device/Peripheral Target Label
Call Manager
Network VRU Network VRU Scripts

CTI
JTAPI Call Control Group #1

8101 8102 8103 8104
9501
9502
Network Trunk Group Trunk Group
Agent, Supervisor, Team, Device Targets, and Agent Desk Settings

8105
7-2
Start Central Controller
Start Central Controller Open Services Control and Start All Services
Before we can use the Configuration Manager, you have to start the Sprawler Services. The Sprawler has already been built with a Router, Logger and Distributor Admin Workstation. The Admin Workstation is required to make changes using Configuration Manager.
Start Central Controller
ICM Configuration
7-3
Configuration Manager
Configuration Manager
Now that the Distributor is running, you can use the Configuration Manager from the Admin Workstation program group. Double-click Configuration Manager. You will see the Configuration Manager window.
7-4
Adding a Network VRU
Network VRU
A Network VRU supports the ICMs service control interface. An ICM routing script can divert a call to a Network VRU and instruct the VRU to perform specific processing before the ICM determines the final destination for the call.
ICM Configuration
7-5
VRU Types
Type 2 A VRU at the customer premises. Translation Route to VRU script nodes can be used to direct the routing client to send the call to the VRU. You can then queue the call and/or run VRU scripts. A VRU controlled by the routing client. Use a Send to VRU script node to direct the routing client to send a call to the VRU. You can then queue the call and/or run VRU scripts. Use this type (rather than Type 7) when the routing client can automatically take back the call from the VRU when the ICM software returns a destination. For example, BT network VRUs. The same as Type 6, except that the VRU requires an extra instruction from the ICM before it makes VRU script services available to the call. A VRU that receives the call before a route request is sent to the ICM software. The VRU must be programmed so that you can recognize such a request based on the call qualifiers. You can then assume the call is already at the VRU. You can therefore queue the call and/or run VRU scripts. A VRU controlled by the routing client. Use a Send to VRU script node to direct the routing client to send a call to the VRU. You can then queue the call and run VRU scripts. This type is the same as Type 3 except that the routing client cannot automatically take back the call from the VRU. The ICM software automatically instructs the VRU to release when it when it sends a route response to the routing client. For example, CWC network VRUs. The same as Type 2, except that after a Type 2 VRU receives the call, a subsequent agent selection causes the VRU to deliver the call to the appropriate ACD. With Type 8, the original routing client is asked to deliver the call to the appropriate ACD.
Type 3
Type 5
Type 6
Type 7
Type 8
7-6
Network VRU
Network VRU IPIVR is defined as Type 2
The Translation Route to VRU node can be used with a Type 2 VRU
ICM Configuration
7-7
Network VRU Scripts
Network VRU Scripts

Define IPIVR Script used by the Run External Script Node
Interrupt IPIVR Script when Agent becomes available

The Network VRU Script refers to the Scripts defined in the ICM Subsystem of the IPIVR. They are case sensitive and if not defined on the IPIVR will fail when called by a Run External Script node in the ICM Script.
Network VRU Scripts

Enterprise Name used by the Run External Script Node
Name defined on the IPIVR ICM Subsystem (case sensitive)
7-8
Configure VRU PG
Configure VRU PG (IPIVR)
You will configure a Peripheral Gateway (PG) for the IPIVR. This is done before installing the physical component for the PG. You need some information derived from configuration, before building the hardware PG (Physical Controller ID, Logical Controller ID etc.). You wont see the Logical, Physical and Peripheral Controller IDs until you save the record

Post Routing will make this Peripheral a Routing Client
Enable post routing

ICM Configuration
7-9
Device Association

The Advanced tab defines the Network VRU (Previously configured)
Configure VRU PG (IPIVR) Record the information after saving the record
7-10
Configure Network Trunk Group and Trunk Group
Network Trunk Group
In IPCC, the Network Trunk Group is merely a placeholder for a Trunk Group. Network Trunk Groups and Trunk Groups are not required for Agent Routing, but they do need to be defined for the purpose of Translation Routing to a VRU. Using the Translation Route to VRU Node in an ICM Script requires you define a Network Trunk Group and Trunk Group.
Trunk Group
Peripheral number must match JTAPI Call Control Group defined on IPIVR (JTAPI Group# 1)
ICM Configuration
7-11
Generic Service for Translation Routes
Generic Service for Translation Route

Create a generic Service on the IPIVR Peripheral for Translation Routing. This Service will be used by the Translation Route Wizard
Configure a generic Service with a Route, Peripheral Target and Label for use by the Translation Routes that you will configure using the Translation Route Wizard.
Generic Service for Translation Route
A Peripheral Target and Label are not required for proper operation of the Translation Route, but in order to test your call flow using Call Tracer, they must be configured in the ICM Database
7-12
Configure Agent Desk Settings
Agent Desk Settings
An Agent Desk Setting profile must be created before configuring the CallManager PG. The default settings are adequate for the purposes of this class. Agent Desk Settings provide a profile that specifies parameters such as whether auto-answer is enabled, how long to wait before rerouting a call for Ring No Answer, what DN to use in the rerouting, and whether reason codes are needed for logging out and going not-ready. Each agent must be associated with an agent desk setting profile in the ICM configuration. A single agent desk setting profile can be shared by many agents. Changes made to an agent's desk setting profile while the agent is logged in are not activated until the agent logs out and logs in again. More information can be found using Help.
ICM Configuration
7-13
Configure CallManager PG
Call Manager PG
All agent state change requests flow from the agent desktop application through the CCM PG to the ICM Central Controller. The ICM Central Controller monitors the agent state. The Cisco CallManager PG keeps the agent desktop application and the IP phone in synchronization with one another. This can be observed in the JTAPI Gateway Process later.
Call Manager PG Select Client type: CallManager/SoftACD
7-14
Configure CallManager PG
Call Manager PG
Configure the Peripheral and Routing Client tabs
Call Manager PG Record the information after saving the record
This information will be required when configuring the PIM during the PG Compent installation
ICM Configuration
7-15
Configure Network Trunk Group and Trunk Group
Network Trunk Group (CallManager)

Configure a Network Trunk Group and Trunk Group for the CallManager Peripheral
Trunk Group (CallManager)
Be sure CallManager is the selected Peripheral
7-16
Configure Skill Groups
Skill Groups
Add the PreSales Skill Group
Add Skill Groups to your configuration Be sure to choose the CallManager Peripheral
Skill Groups
Add Routes to your targets
ICM Configuration
7-17
Configure Skill Groups
Skill Groups
Add a PostSales Skill Group
7-18
Configure Agents and Skill Group Membership
Agents
Add an Agent as shown. Be sure to set the password to training (lower case) When opening Agent Explorer, the Password field appears to be filled, but its not
Add Orville as a member of the PreSales Skill Group and Patty to the PostSales Skill Group.
Skill Group Membership

Add Agents to the appropriate Skill Group
ICM Configuration
7-19
Configure Agents and Skill Group Membership
Skill Group Membership
7-20
Configure Agent Team and Team Members
Agent Team
An Agent Team is a group of related agents associated with a single peripheral. Agent Teams are associated with primary and zero or more secondary supervisors. A particular agent may belong to only one agent team.
Agent Team Members

Add an Agent to the IPCC Team
ICM Configuration
7-21
Configure Team Supervisor
Agent Team Members (Supervisor)

Add Supervisor to the IPCC Team
If the agent is already a supervisor of the team, an "x" is displayed in the Primary column beside the agents name. When configuration agent teams, you should be aware of the following rules: An agent can be a member of only one agent team. An agent team can have only one Primary Supervisor. A supervisor can be a supervisor of any number of agent teams. A supervisor for an agent team can also be a member of that agent team All agents belonging to an agent team and all supervisors for that agent team must be on the same peripheral. A supervisor cannot be an administrator.
7-22
Configure Device Targets
Device Targets
IPCC systems require that a device target be configured for each IP telephone that may be used by an agent. ICM software uses the device target to locate the Label that will route a call to an IPCC agent. The correct format for the configuration parameters of a Cisco IP Phone: /devtype ciscophone /dn XXXX (XXXX = Directory Number) An agent is dynamically associated to a device target at the time the agent logs into a peripheral. The agent log-in request will specify the device target, or targets, to be associated with the agent. The association between the agent and the device target lasts until the agent logs out of the peripheral. In this example you will define two labels for each Device Target. Translation Routing will be used, therefore two routing clients. Create labels for both the CallManager and the IPIVR.
ICM Configuration
7-23
Configure for Scripting
Call Type
Configure the requirements for Scripting in ICM. Create a Call Type of Sales_CT, a Dialed Number of 7000 (CallManager as Routing client) and map the Dialed Number to the Call Type.
Dialed Number
7-24
Configure for Scripting
Dialed Number Mapping
The basic ICM configuration has been completed. You can install the related components and build a Script to test your call flow.
ICM Configuration
7-25
Summary
In this lesson you performed the perquisite ICM/IPCC configuration required for IPCC functionality.
References
7-26
Lesson 8
ICM Component Installation

Overview
In this lesson you will install the ICM Components required for IPCC Enterprise.
Objectives
Upon completing this lesson, you will be able to install the ICM Components required for IPCC Enterprise. This ability includes being able to meet these objectives: Install VRU PG Install CallManager PG Install CTI Server
Install ICM Components
Install Components
Install PG1, PG2 and CG2
ICM
MRD/Call Type Schedule Script
IP IVR PG
Skill Target Route Device/Peripheral Target
PG2
CM PG
CG2
CTI Server JTAPI Call Control Group #1
PG1
IP IVR
Label
JTAPI Call Control Group #1
Call Manager CTI 9501 9502
8101 8102 8103 8104 8105
The following components have already been installed in your lab environment: Router Logger Distributor Admin Workstation
You have completed the ICM Configuration Required for IPCC Enterprise Component installation. The PGs have been configured in ICM, but not installed yet. You will be installing the following components: VRU PG (PG1) JTAPI Plugin (required for CallManager PG) CallManager PG (PG2) CTI Server (CG2) required for CTI OS
8-2
Install ICM Components
Install PGs and CTI Server Components
PG1A Router PIM PG2A Logger PIM CG2A AW
PG1A: IP IVR (VRU) PG
PG2A: CAllManager/SoftACD PG
CG2A: CTI Server (in pair with CM PG)
While installing the PGs will require configuring the PIMs using information recorded during ICM configuration.
PIM Configuration
Sprawler
PG1A Router PIM PG2A Logger PIM CG2A AW IP IVR CallManager Cisco JTAPI Client must be installed for CallManager PG
CMIPIVR
You will add:

PG1A (VRU PG) PG2A (CallManager PG) Consider co-resident CG2A (CTI Server) PIMs (Peripheral Interface Managers)
8-3
Begin Installation
Begin Setup Click Add to install additional Components
A shortcut the ICM 7.0 release media has been place on the desktop of the Sprawler VM Machine. Double click to open setup. You will notice that the Central Controller has been configured for you. Click Add to open the ICM Components Selection window.
8-4
Add PG1 (VRU PG)
Setup VRU PG
Begin the VRU PG Setup by clicking the Peripheral Gateway
PG1A will be a VRU type PG. Select VRU from the Available Types and add to the Selected Types area. Uncheck auto start at system startup, this will allow you to manually start and stop the PG service
Add VRU PG
Add a Client Type VRU
8-5
Add PG1 (VRU PG)
Configure VRU PIM

Recorded during ICM Configuration
You will need the information that you recorded during ICM Configuration. The VRU PIM uses Service Control (GED 125) that you configured in the IPIVR ICM Subsystem Setup. You defined TCP Port 9999. The VRU host name can be the machine name or IP Address of the IPIVR. Remove the B side entries for the PG Network Interfaces.
Continue PG Installation
Remove B side entries
8-6
Add PG1 (VRU PG)
Finish the PG Installation
Check the Setup Information
Finish Setup
After finishing Setup, start the PG1A service and verify that the VRU PIM becomes active. You will observe the settings you defined for the PIM (port 9999 etc.).
Start the PG1A Service
8-7
8-8
Install Cisco JTAPI Plugin

In Cisco JTAPI, software-based media termination is accomplished using CTI ports. CTI Ports may have one or more lines (dialable numbers) that can be used to originate or receive calls. CTI Ports, however, need a controlling application to provide the source and sync of the media. An application registers its interest in the media termination port with the Cisco CallManager then delivers all the events related to this virtual device to the application. In Cisco JTAPI, CTI Ports are referred to as Cisco Media Terminals. In order to implement a voice response application, for example, the JTAPI application would manage a CTI Route Point. Cisco Java Telephony API (JTAPI) implementation comprises Java classes that reside on all client machines running Cisco JTAPI applications. Installation of the Cisco JTAPI implementation must take place before Cisco JTAPI applications will function correctly. Make sure the Cisco JTAPI classes are installed wherever JTAPI applications will run, whether on Cisco CallManager, on a separate machine (e.g. CallManager PG), or on both. IPCC Uses JTAPI to report agent state to the CallManager PIM, making it essentially the ACD.
8-9
Install JTAPI Plugin

The JTAPI Plugin is installed for CallManager Administration
You will need to login to CallManager administration to install the plugin. https://<machine name or IP Address>/ccmadmin. This will need to be added to trusted sites. This will also be required when downloading and installing the JTAPI plugin.
Login to CallManager Administration

User: student Pswd: training This is https, so you will need to add this entry to trusted sites
8-10
Add CallManager to trusted sites

Add CallManager Administration to trusted sites You may see this message depending on you lab configuration
After you have logged into the CallManager Administration screen, use Applications > Install Plugins to access the Plugins page.
Install Plugins
8-11
Install Cisco JTAPI
Scroll down the page until you see Cisco JTAPI and click the icon
Add to trusted sites.
Install Cisco JTAPI
Add to trusted sites
8-12
Install Cisco JTAPI

You may be presented with a dialog only allowing you to save the file, otherwise you may presented with the Run dialog. In either scenario, you will have the opportunity to run the installation program
Run the Cisco JTAPI Plugin installation program

If you are presented with the Save dialog, you will have the opportunity to run the installation program after the download has completed
8-13
Install Cisco JTAPI Plugin Accept the defaults to install locally
8-14
Install Cisco JTAPI Plugin Finish install
A restart is required for proper operation, but you will continue on by adding the CallManager PG. You will perform a restart upon completion of the CallManager PG Setup.
8-15
8-16
Adding the CallManager PG
Install the CallManager PG
Use the desktop shortcut to begin setup

The Cisco CallManager PG extends the current Cisco ICM solution to perform the tasks of an ACD. The CallManager PG function is actually not a single entity. It is a combination of CTI Server, Call Router and OPC. The CallManager PG architecture creates the abstraction of a virtual ACD. The role of the CallManager PG PIM differs from traditional ACD PIMs. The CallManager PG PIM actually implements the agent state machine. The CallManager PG PIM talks to a telephony device via the CallManager. It requests telephony operations such as make a call, clear call, etc. The CallManager PG PIM is also capable and responsible for agent skill and call service assignments.
8-17
Add PG2 (CallManager PG)
Setup CallManager PG Setup the CallManager PG as PG2 side A
Setup PG2 as a CallManager PG. Be sure to select PG2 from the dropdown list. Uncheck Auto start at system startup. Use the information you recorded during ICM Configuration to setup the PIM. Use the figure below to configure the CallManager PIM
Configure CallManager PIM
Ext Length e.g. 9501
IP or Machine name of CallManager JTAPI User Account
8-18
Add PG2 (CallManager PG)
Setup CallManager PG
Remove B side interface definitions
Rebooting the machine will allow for proper operation of the JTAPI plugin.
Finish PG Setup
Check Setup information, finish and reboot
8-19
8-20
Add a CTI Server
CTI Server Setup
Use the desktop shortcut to begin setup

The Cisco CTI Server provides the connection to the agent's desktop application. This application allows the agent to perform ACD functions (log in, available, wrap up, etc.) as well as call control functions (answer, hold, transfer, release) from their desktop PC. For the IPCC, a CTI Server is installed in conjunction with a CallManager PG. The CTI Server can be installed on the same machine as the CallManager PG. It is important to note that in the IPCC configuration the DMP (Device Management Protocol) number is the same as the CallManager PG, eg. PG1a CG1a or PG2a CG2a etc. You will be installing the Cisco CTI OS and Cisco CTI OS Desktop application in a later lesson.
8-21
Add a CTI Server
CTI Server Setup

The CTI Server and the CallManager PG MUST be installed in DMP pairs (PG1 and CG1, PG2 and CG2 etc.
The CallManager PG was installed as PG2, therefore the CTI Server will be CG2
CTI Server Setup

Remove the B side interface definitions
Note the Port Number! You will need this when installing CTI OS
8-22
Add a CTI Server
CTI Server Setup

Check Setup Information and finish setup
After setup is completed, start all Services to verify proper connections and operation.
Start Services
8-23
Verify Installed Components
Verify Processes
Check the status of the following process: PG1A pim1 (IPIVR PIM) CG2A ctisvr PG2A jtapigw PG2A pim1 (CallManager PIM) The title bar should show ACTIVE for all processes listed. If there are differences, notify your instructor.
8-24
Summary
In this lesson you performed the Component setup required for IPCC Enterprise.
References
8-25
8-26
Lesson 9
CTIOS and CTIOS Desktop

Overview
In this lesson you will install Cisco CTI Object Server (CTIOS) and the CTIOS Agent and Supervisor Desktops.
Objectives
Upon completing this lesson, you will be able to install Cisco CTIOS and CTIOS Desktops. This ability includes being able to meet these objectives: Install Cisco CTIOS Install Agent and Supervisor Desktops Login to Agent and Supervisor Desktop
Cisco CTIOS
Cisco CTI OS
This represents the IPCC environment, It will differ somewhat in the tradition ACD role. Note: In this design the CTI Server and CM PG are co-resident ICM Cisco CTI OS Cisco CTIOS Desktop
CallManager Cisco IP Phones CM PG / CTI Server

The Computer Telephony Integration Object Server (CTIOS) is Ciscos next generation customer contact integration platform. CTIOS combines a powerful, feature-rich server and an object-oriented software development toolkit to enable rapid development and deployment of complex CTI applications. Together with the Cisco CTI Server Interface, CTIOS Server and the CTIOS Client Interface Library (CIL), create a high performance, scalable, fault-tolerant three-tiered CTI architecture. CTI is the integration of the communications media (that is, phone, e-mail, or Web) with the customer service platform (that is, customer databases, transaction processing systems, or CRM (customer relationship management) software packages). Integrating communications media with the customer service platform helps agents to service customers better and faster in two ways. First, it enables the agent to leverage the information and events provided by the media to direct his workflow. Second, it increases the depth and breadth of customer information presented to the agent when the customers contact arrives at the workstation.
9-2
Install CTIOS
Install CTIOS
A shortcut to the Cisco CTIOS Server setup has been placed on you desktop. Start setup and add the Instance. The instance is the instance defined in ICM.
Add Instance
The ICM Instance must be added before installing CTI OS
Select the instance from the dropdown list (ipcce)
9-3
Configure CTIOS Server
Add CTIOS Server

The ICM Instance must be highlighted before you can add the CTIOS Server
CTIOS1 is default name
Highlight the instance and add the CTIOS Server. The name will default to CTIOS1. Use the information that you recorded in earlier lessons to configure the CTI Server information and Peripheral identifier. An entry is required for system B or it will fail. Use something Unique.

Enter the Name or IP Address of the CTI Server (in this case the Sprawler) and the Port recorded during the CTI Server installation Use the Logical Name from the CallManager PIM configuration. Use the Peripheral ID recorded in an earlier lesson
An entry is required for System B

9-4
Configure CTIOS Server Accept the defaults
Accept the defaults. Do not enable Security.

This is not a duplexed installation
Do not enable security. For more information refer to Cisco documentation
9-5
Finish Installation
Finish CTI OS Installation

Finish the installation without restarting. You will restart after Client Install
A new Service has been created for the CTIOS Server
Observe new Service (CTIOS1)

A new service has been created as a result of installing the CTI OS Server
9-6
Cisco CTI Toolkit Agent Desktop
Cisco CTI Toolkit Agent Desktop

The CTI Toolkit Agent Desktop call controls include: Answer/Release Hold/Retrieve Transfer Conference Makecall Alternate/Reconnect The CTI Toolkit Agent Desktop agent state controls include: Login/Logout Ready/NotReady Wrap up
Cisco Toolkit Desktops are custom built agent desktop applications built with the Cisco CTI toolkit. The Cisco CTI toolkit is a software development toolkit used to develop agent desktop applications that interact with the CTI Object Server (CTIOS) or adding agent state controls and call controls to existing desktop applications. The sample Cisco CTI Toolkit Agent Desktop provides an interface that enables agents to perform telephony call control and agent state control and allows call data to be presented to the agent.
9-7
Agent Desktop Controls
Agent State
Call Control
9-8
Cisco CTI Toolkit Supervisor Desktop
Cisco CTI Toolkit Supervisor Desktop

The additional capabilities of a supervisor include:
Provide real-time agent status information of all agent team members supervised by the supervisor for all media (voice, e-mail, and web collaboration) Provide call information (call data and events) for an actively monitored agent Support call monitoring features, including barge in, intercept, and silent monitoring of agents Support emergency and supervisor assist calls Allow exchange of text messages between the supervisor and an agent team member (chat) Ability to change agent state of supervised agent to Logout, Ready and Not Ready Enable supervisors to control their own states for receiving assist calls Support for recording calls via third-party software
Cisco CTI Toolkit Supervisor Desktop The Supervisor Desktop has all of the functionality of the Agent Desktop, with additional functions for monitoring and managing Agent Team members.
9-9
Install CTIOS Toolkit Client Desktops
CTI Toolkit Client Installation
A shortcut to the CTIOS Client setup has been placed on your desktop. Start setup, accept the agreement and select Drive C.
Accept default Drive (C)
9-10
Check the Agent and Supervisor Desktop components. If you are interested in the Tools, go ahead in install those as well. When arriving at the CTIOS Server Information window, enter the name or IP Address of the Server A and leave the Port as the select value (Listen Port).
9-11

Use lower case training as password for Self Signed Certificate
For more information CTIOS Client Security, refer to the CTIOS System Managers Guide for Cisco ICM/IPCC Enterprise Release 7.0(0). Finish the installation allowing setup to restart the machine.
Finish CTI Toolkit Client Installation
9-12
Verify CTIOS Server and CTIOS Client installation
Verify CTIOS Server Process

After restarting your machine, start all services and observe the ctios server Process
Verify the ctios server process. Locate Cisco Systems CTI Toolkit from Start > Programs.
Cisco Systems CTI Toolkit Program Group
Open the Agent and Supervisor Desktops from the Cisco Systems CTI Toolkit Program Group
9-13
Agent Login
Open Agent Desktop
Click the Login icon Use Agent ID 21 Password: training Instrument: 9501
Login your Agent and make ready. Observe the Status bar.
Make Agent Ready
Click Ready icon to make Agent ready
9-14
Agent Login
Verify Device and Agent Desktop Pickup handset on device 9501 and verify
Pickup the handset and verify status.
9-15
Supervisor Login
Open Supervisor Desktop Login Supervisor

Agent ID: 20 Password: training Instrument: 9502
Login Supervisor and observe the Team Real-Time Status.
Team Real-Time Status Observe Team Real-Time Status
You are now ready to build a Routing Script using the ICM Script Editor and test your Call flows.
Summary
In this lesson you installed the CTIOS Server and CTI Toolkit Agent and Supervisor Desktop.
References
For additional information, refer to these resources: CTIOS System Managers Guide for Cisco ICM/IPCC Enterprise Release 7.0(0)
9-17
9-18
Lesson 10
Translation Route Wizard

Overview
In this lesson you will use the Translation Route Wizard to create Translation Routes to be used in scripting for a Post Route from the Callmanager.
Objectives
Upon completing this lesson, you will be able to create a Translation Route using a CallManager as the Routing Client.
Translation Routes
In an earlier lesson, you configured an ICM Translation Route Application with associated Triggers on the IPIVR. In this lesson you will use the Translation Route Wizard to create Translation Routes to be used by the Translation Route to VRU Node in an ICM Routing Script. Your Instructor may revisit the Call Flows to review the Translation Routing Behaviors in an ICM Routing Script
When the CRS server is used as a queue point or to provide additional call treatment for a Cisco IPCC solution in which calls are expected to be routed by the ICM to the CRS server, you must configure ICM translation-routing applications. Each instance of ICM Translation Routing requires its own unique CTI port group (Peripheral Trunk Group).
10-2
You will use the Translation Route Wizard to create the Translation Route. The first screen is the introduction window. It tells the user about the required configuration entries that must be completed before you start Network Interface Controller (Pre-Routing only) This will be the originating routing client. The Routing Client that will be issuing the route request Peripheral Gateway This will be the destination Routing Client. The Routing Client that the caller will be directed to. Network Trunk Group The Network Trunk Group associated with the destination Routing Client. Routing Clients The originating and destination Routing Clients must both be actual Routing Clients configured in ICM (CallManager and IPIVR) Trunk Groups and Trunks (Trunk Group Peripheral #1) In a Post Routing scenario, the Peripheral Gateway would be the originating routing client. The Routing Client that will be issuing the route request
10-3
Create New
Create a new Translation Route and give it the name: IPCC_TransRoute
IPCC_TransRoute
10-4
Single peripheral, single routing client
This is a Single peripheral, single routing client configuration. The peripheral and service are the IPIVR and the (generic) IPIVR TransRoute.SVC. This indicates the final target for the Translation Route.
10-5
CallManager is the Post Routing Client
CallManager is the Post Routing Client. The Network Trunk Group is the Carriers view of the trunks. Since this is post routing, it is the pointer to the Trunk Group (JTAPI Group #1) Peripheral #1.
Network Trunk Group IPIVR_NTG1
10-6
Translation Route Wizard DNIS Pool
In an earlier lesson, you created three JTAPI Triggers on the IPVR for the ICM Translation Routing Application. Use the Wizard to create the DNIS range. Add DNIS range 7001 7003.
10-7
You will be returned to the Configure DNIS step, observe the results. Set suffix = DNIS and include DNIS string as is (nothing additional).
10-8
The Labels have been configured. The route response to the CallManager will be 7001 7003 which equate to Triggers defined on the IPIVR configured to run the ICM Translation Routing Application. Click Next and Create translation route.
10-9
Run the report and observe the results.
10-10
Verify Translation Route Wizard Results
Verify the Translation Routes using Configuration Manager.
Verify the results of the wizard using Configuration Manager
10-11
Summary
In this lesson you used the Translation Route Wizard to create the Translation routes required for Post Routing from the CallManager
References
10-12
Lesson 11
ICM Script and Call Tracer

Overview
In this lesson you will create an ICM Routing Script to test your Configuration and Call Flow.
Objectives
Upon completing this lesson, you will have tested you Call Flows. This ability includes being able to meet these objectives: Use ICM Script Editor to create a Routing Script Use Call Tracer to test. Use various scenarios to test you Call Flows using physical devices
IPCC Enterprise Script

7000
IPIVR Prompt for Digit CollectDigits.aef
Yes
CED 1 ?
No
CED 2 ?
No End
No Yes End
Agent Available ? LAA
Yes
No BasicQ.aef
Agent Available ? LAA
No BasicQ.aef
Yes
Yes
Pre Sales.SG
PostSales.SG
You will create an ICM Routing Script to enforce the Call Flow shown above. Directory Number 7000 (CallManager as routing client) Translation Route to VRU (caller will be prompted immediately) Run CollectDigits VRU Script for CED Test CED value to pick Skill Group If agent is available, select LAA and return Label indicating Device Target If no agent available, Queue to Skill Group until agent available
11-2
IPCC Routing Script
IPCC Enterprise Script Layout Script as shown
Set the properties for the Translation Route to VRU Node using the generic Service created in an earlier lesson. Use the IPCC_TransRoute Translation Route and Select Min Value Of = 1 (will always equal true).
Script and Call Tracer
11-3
Setting the Min Value Of 1will always equal true
11-4
IPCC Routing Script
If an Agent is available, the Queue to Skill Group Node will behave as a Select LAA
Select the appropriate Skill Group for the Queue to Skill Group Nodes Set the Appropriate VRU Script for the Run External Script Nodes
11-5
IPCC Enterprise Script Available IPIVR (VRU) Scripts
11-6
IPCC Routing Script
Schedule the Script
Schedule the Script and use Call Tracer to test the routing logic of your Routing Script.
IPCC Enterprise Script Use Call Tracer to test your Configuration
11-7
Testing with Call Tracer
No Agent available, Queue to Skill Group
Agent available, return Label of Device Target
11-8
Testing with IP Phones

Test using physical devices
Use IP Phone 9503 to place calls to Directory Number 7000 No agents ready, Queue treatment? Agents ready, CED works properly? No agent ready, place call, Queue and then make agent ready. What happened? Why? Get creative! Cause Failures! Its your lab, experiment!
Test using physical devices.
11-9
Summary
In this lesson you created a Routing Script to test your configuration and routing logic.
References
For additional information, refer to these resources: Configuration Guide ICM/IPCC Enterprise/Hosted Editions ICM/IPCC Software Release
7.0(0)
11-10

IP Contact Center Enterprise: Ipcce

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

IP Contact Center Enterprise: Ipcce

Uploaded by

Copyright:

Available Formats

IPCCE

IP Contact Center Enterprise

Student Guide Volume 1

IPCC Training Curriculum

IPCC Training Curriculum

Learner Skills and Knowledge

2005 Cisco Systems, Inc. All rights reserved.

Course acronym vx.x#-3

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Course Goal and Objectives

Copyright 2006, Cisco Systems, Inc.

Course Flow Diagram

IPCC Call Flows

2005 Cisco Systems, Inc. All rights reserved.

Course acronym vx.x#-5

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Classroom and Introductions

General Administration Class-related

2005 Cisco Systems, Inc. All rights reserved.

Course acronym vx.x#-6

Please introduce yourself!

Please Introduce Yourself

2005 Cisco Systems, Inc. All rights reserved.

Course acronym vx.x#-7

Copyright 2006, Cisco Systems, Inc.

Additional sources of information

2005 Cisco Systems, Inc. All rights reserved.

Course acronym vx.x#-8

Cisco Glossary of Terms

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

2005 Cisco Systems, Inc. All rights reserved.

Course acronym vx.x#-9

Copyright 2006, Cisco Systems, Inc.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

IPCC Product Overview

Cisco Customer Interaction Network

Cisco Customer Interaction Network

2 Course acronym vx.x#-2

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

ICM Enterprise Objectives

Enterprise Contact Center Objectives

2005 Cisco Systems, Inc. All rights reserved.

Course acronym vx.x#-3

Enterprise Contact Center Objectives

2005 Cisco Systems, Inc. All rights reserved.

Course acronym vx.x#-4

Copyright 2006, Cisco Systems, Inc.

Cisco Customer Interaction Network

The Next Chapter in Customer Service

Off-site worker Web tools/ e-mail CRM Remote sites

CRM Knowledge workers/skilled resources

Knowledge workers/skilled resources

CRM Knowledge workers/skilled resources

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Cisco Customer Interaction Network

Customer Interaction Network