ICM-to-ICM Gateway User Guide for Cisco Unified ICM Enterprise
Contents
1. Select Mer data Attibutes Connection Side A Connection Side B Name ee __ Optional Fiter Condition Value Application gateway ID O Noro AfRemote4CM z Preferred side Side gt Eneryphon low Fouk tolerance ol Connection Duplex gt Description EE Ca j pee rx ICM Instance cust Step4 Specify the following values on the Attributes tab a Name Enter a name for the ICM Gateway b Type Choose Remote ICM c Preferred Side Indicates the preferred side of the Gateway to use when both are available If only one side is available Unified ICME uses that side regardless of preference d Encryption Indicates whether requests to the Application Gateway are encrypted Choose None e Fault Tolerance If the Application Gateway is duplexed specifies the fault tolerance strategy it uses Choose None f Connection Choose whether the Gateway is Duplex has both a Side and Side B connection Simplex A only has a Side A or Simplex B only has a Side B ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration Step 5 Step 6 Step 7 Step 8 Configure new gateway g Description Optional Additional information about the gateway Click the Save button to create the gateway Note Make a note of the Application Gateway ID value as you will need it when you run Setup to configure the INCRP NIC on the S2. ICM to ICM Gateway configuration Step 3 Step 4 Step 5 Step 6 Specification of fixed local port number for NetwrkCIC process FI ICM Gateway Properties From the list select the gateway to the Unified ICME to which you want to send the request Check the Validate Returned Labels check box if you want the Client ICM to validate the label that the Server ICM returns before passing it to the routing client If the Server ICM is returning a dynamic label an expression the Server ICM CallRouter converts to a character string and returns to the routing client as a label do not check this box On the Default Label tab specify a default label to be used if the Server ICM returns an invalid label Click OK Specification of fixed local port number for NetwrkCIC process In an ICM to ICM Gateway implementation the NetwrkCIC process is a part of the Client CallRouter installation that manages the ICM Gateway By default the IP port used in the NetwrkCIC process for the public network communication to the Server ICM INCRP NIC process is selected dynamically at runtime Unified ICME processes use IP port numbers between 39000 and 50000 Use the following formula to obtain the number for side A of a duplexed system Port number 40000 I 40 33 where 7 is the instance number of an ICM instance NOTE Typically there is only a single instance for ICM to ICM Gateway To find out the instance number run the local s
3. In the Client ICM section of this screen enter the following information for each client for which this system is a server a Enable Check the Enable box to enable the client b Description Enter a description of the client optional c Client ID Enter the same value that you entered in the NAM ID field on the Router Properties screen during client machine router setup d Application Gateway ID Enter the application gateway ID This must match the application gateway ID as shown on the Calls gt Application Gateway All list screen see Configure new gateway ICM to ICM Gateway configuration Translation route labels e Side Address Side B Address If you are using the Signaling Access Network enter the Signaling Access Network IP address for the client Otherwise enter the Public Network IP address Step6 Click OK Translation route labels amp From the ICM to ICM Gateway server s point of view it is doing a translation route to one of its peripheral targets When you set up a translation route on the Server ICM you must set up a label for the original routing client for a call to access each of the peripheral targets associated with the translation route For example if the routing client is an interexchange carrier IXC you must set up a label to the targets with the IXC This allows the call to be initially sent to the translation route at the peripheral Note For instructions on how to run Tr
4. must restart the CallRouter service for it to take effect Server configuration This section provides instructions for the configuration tasks you need to perform on the Server ICM Define and configure INCRP NIC To set up the INCRP NIC for each instance on the Server ICM you must perform the following tasks e Install the INCRP NIC if you have not already done so If you need to install the INCRP NIC refer to the Installation Guide for Cisco Unified ICM Contact Center Enterprise amp Hosted for guidelines and procedures Define the INCRP NIC using the NIC Explorer tool e Add INCRP NIC information using Web Setup Tool Define INCRP NIC Note Step 1 Step 2 Step 3 Step 4 Step 5 The preferred network for this connection is the Public Visible or SAN network When using the SAN network it must have a WAN link between Side A and B SAN was originally intended for the CallRouter to Network Gateway connection which does not cross the A B boundary Procedure Within the ICM Admin Workstation group double click Administration amp Data Server The Select Administration Client window appears Select the instance you will be configuring From the ICM Configuration Manager invoke the NIC Explorer tool The NIC Explorer window appears In the Select filter data box click Retrieve This enables the Add NIC button Click Add NIC A new NIC and its routing client display in the tree window Next to each is a To B
5. or more for the Peripheral Gateway to the carrier network Prefix Any prefixes used in Client ICM regions Region Any regions used in Client ICM dialed number map Routing Client One or more for the carrier network Script One or more for each call type The Client ICM needs only a limited configuration dialed numbers labels basic routing scripts etc while the instance specific scripts configuration real time and historical data are stored on the Server ICM To set up your Client ICM configuration run Configuration Manager on a Client ICM Admin Workstation amp Note For instructions on using Configuration Manager refer to the Configuration Guide for Cisco Unified ICM Contact Center Enterprise and Hosted Configure new gateway An Application Gateway process must be configured on the Client ICM for each Server ICM that the Client ICM is going to communicate with If you need to configure a new Application Gateway perform the following steps ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration Configure new gateway Procedure Step1 From the ICM Configuration Manager on an Admin Workstation associated with the Client ICM select Calls gt Application Gateway gt Application Gateway List The Application Gateway List window appears Step2 Click Retrieve Step3 Click Add The Attributes tab appears
6. to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 e In the case of a link failure each INCRP NIC has a link to both ICM Gateway components Each INCRP NIC can therefore maintain communications with the other ICM Gateway Failed L r Peed payee ee ht Ti a T pl LU Howe ADOL xt y Server ICMA e Ifan INCRP NIC fails the Client CallRouters are synchronized and can communicate via the remaining INCRP NIC ICM to ICM Gateway overview Logical connection management and fault tolerance Fated NCRP Mic Cleric N Bener ICMA ICM Gateway Operational INGRP NIC n Op SenvericMe Note Ifa link failure or a NIC failure occurs calls that were in progress at the time of the failure may be lost e If an ICM to ICM Gateway fails the Server ICM s CallRouters are synchronized and can communicate via the remaining ICM to ICM Gateway Falled ICM Gateway INCRP NIC Cliani ICMA Re Server ICM A Operational ICM Gateway Se INCRP NIC Chention 8 Server ICM B Note Fora more complete discussion of Unified ICME Fault Tolerance refer to the Administration Guide for Cisco Unified Contact Center Enterprise amp Hosted ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway overview A ICM to ICM Gateway requirements ICM to ICM Gateway req
7. CM is co located with only one side of the Server ICM you can make that as a preferred connection in order to avoid unnecessary WAN traffic to the other side While the ICM Gateway works regardless of the Routing Client type the NICCallID data is only provided if the original Routing Client is capable of performing a network transfer Since Peripheral Gateways are not capable of performing network transfers in this case the NICCalIID field is not meaningful In addition the NICCallID has no bearing on the pre route it is only used during the post route phase 3 The Client ICM receives the post route request along with the call context and runs a scheduled script that determines that the route request is to be handed to the Server ICM The Client ICM forwards the route request to the Server ICM 4 The Server ICM selects a destination for the call and responds back to the Client ICM with the selected label The Server ICM also returns the possibly modified call context to the Client ICM ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway overview Logical connection management and fault tolerance After receiving the label Client ICM can validate if enabled in the Remote ICM Script Node and then pass the label onto its routing client the PG in this case If no label is received from the Server ICM or the Server ICM is not online the Client ICM provides a destinati
8. Client ICM 4 When the Client ICM receives the destination label from the Server ICM it passes the label directly to the routing client that initiated the route request This does not happen under script control but is an automatic process ICM to ICM communication The ICM to ICM Gateway link connects two ICMs through a Cisco proprietary protocol called INCRP Intelligent Network Call Routing Protocol Both ICMs have a component managing the connection The script node on the Client ICM is called an ICM Gateway It sends the route requests and receives the responses destination labels from the Server ICM The component on the Server ICM is called an INCRP Network Interface Controller INCRP NIC The NIC receives route requests and sends responses back to the requester An ICM can have an INCRP NIC as well as other types of NICs Both the ICM Gateway and the INCRP NIC run on the CallRouter so no additional hardware is required ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway overview Pre routing i ICM Gateway INCRP NIC Route Request Route Response Client ICM The ICM to ICM link shown in the above figure is a connection in one direction only It allows the Client ICM to send route requests to the Server ICM but not the other way around It is possible to additionally reverse the roles of the Unified ICMEs as well so that each ICM can send call r
9. ER ICM to ICM Gateway overview e ICM to ICM Gateway page 3 e ICM to ICM Gateway call flow page 4 e Logical connection management and fault tolerance page 8 ICM to ICM Gateway requirements page 10 ICM to ICM Gateway ICM to ICM Gateway extends the Unified ICME capability by allowing agents to simultaneously post route calls and supply additional call related information to a second agent on a different ICM This enables the initial agent to pass on gathered information without the customer s needing to repeat it to the second agent Following are some business scenarios where ICM to ICM Gateway functionality can be particularly useful e A customer calls the institutional department of a financial corporation for customer service assistance with a company sponsored 401k The customer then asks to be transferred to the retail department to obtain assistance with a personal account e Two corporations for example a bank and an insurance company each of which has a contact center that uses an Unified ICME merge It may often be desirable to transfer a call between the two companies for example to sell insurance to a bank customer e A customer calls a hotel to make a reservation The hotel agent then asks the customer if he she also needs to rent a car and then transfers the customer to a car rental agent e A company uses an outsourcer to handle part of its overflow traffic For example the company service department handl
10. ER 1 Preface e Purpose page 1 e Audience page 1 e Conventions page 1 e Obtaining documentation and submitting a service request page 2 e Documentation feedback page 2 Purpose This manual describes the ICM to ICM Gateway feature that is part of Cisco Unified Intelligent Contact Management Enterprise Unified ICME It discusses ICM to ICM Gateway functionality architecture and call flows and provides step by step instructions for configuring ICM systems for ICM to ICM Gateway user Audience This manual is intended primarily for system administrators who will be responsible for configuring ICM systems for ICM to ICM Gateway use Conventions This manual uses the following conventions Convention Description boldface font Boldface font is used to indicate commands such as user entries keys buttons and folder and submenu names For example e Choose Edit gt Find e Click Finish ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 Preface Obtaining documentation and submitting a service request Convention Description italic font Italic font is used to indicate the following To introduce a new term Example A skill group is a collection of agents who share similar skills e For emphasis Example Do not use the numerical naming convention A syntax value that the user must replace Example IF condition true val
11. Unified ICMEs e Client ICM Configuration page 11 e Identify the Client for the Server page 12 e Client ICM configuration data page 12 e Edit client script page 17 e Specification of fixed local port number for NetwrkCIC process page 18 e Server configuration page 19 Client ICM Configuration This section provides instructions for the configuration tasks you need to perform on the Client ICM ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration A Identify the Client for the Server Identify the Client for the Server To identify the ICM Gateway Client for the ICM Gateway Server run a full Web Setup Tool on the Client Router machine lt Note For more information on CallRouter installation refer to the Installation Guide for Cisco Unified ICM Contact Center Enterprise amp Hosted Procedure Step1 In the Router Properties screen check the Remote Network Routing option box Step2 Use the NAM ID field to specify a Client ICM ID number 1 Ifthe associated Server ICM will be communicating with only one Client ICM you can accept the default NAM ID field value of 0 2 Ifthe associated Server ICM will be communicating with multiple Client ICMs the NAM ID value e Needs to be a unique number for each Client ICM in the configuration e Must be non zero start with the number 1 What to Do Next X Note Make a note ofthis C
12. anslation Route Wizard and how to define translation route labels refer to the Configuration Guide for Cisco Unified ICM Contact Center Enterprise and Hosted Modify routing scripts Step 1 Step 2 The server will require a script that handles requests from the client The script is associated with a call type which is in turn defined by the dialed number calling line id and caller entered digits From the Script Editor you can specify the label that the server script returns to the client For example you could create a Select node that routes calls to specified services under certain conditions Perform the following steps Procedure From Script Editor connect the Select node to a Service node Right click on the Select node and choose Properties The dialog box appears ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration Modify routing scripts Note 4 Select Properties Longest Available Agent ha SGHSIGET Ite Pellet jalast Asael od OF rig OP tid alia or RONDE Specify the criteria for selecting services You can specify the label that the server script returns from other Script Editor nodes such as the Label node Refer to the Scripting and Media Routing Guide for Cisco Unified ICM Contact Center Enterprise amp Hosted for more information J CM to ICM Gateway User Guide for Cisco Unified ICM E
13. cify a customerid switch to map the routing client at the Client ICM to the local routing client Use one of the following formats e customerid X where X is the Routing Client ID on the Client ICM e customerid A X where A is the Client ID specified in Setup and X is the Routing Client on the Client ICM Note You must use customerid A X if the Server ICM has more than one Client This is important because RoutingClientIDs can be duplicated on a different Unified ICM Client Type Drop down list The type of routing client that ultimately routes the call on the requesting ICM system This must match the type of NIC running on the Client ICM Routing Client Routing client ID x 5000 Name INCR IRE Timeout threshold x hoo o Late threshold ao Timeout limit Fo Default call type NONE Configuration ficustomerid t5000 Parameters Use DN Label map E Client type B CRSP Description OOo Network routing client ee Default media NONE xl routing domain NONE wi Step 11 Click Save The newly defined NIC is saved in the database a Physical Controller ID is assigned and the To Be Inserted icon is removed from the tree window Note Make a note of the Physical Controller ID value You need this value to set up the INCRP NIC on the CallRouter If the NIC is duplexed you need both Physical Controller ID values Step 12 Click Close to exit the NIC Explorer Configure INCRP NIC in Web Setup Too
14. e Inserted icon ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration Define and configure INCRP NIC On the right of the tree window tabbed fields also display the new NIC s and routing client s configuration information Step6 Enter the following in the Logical Interface Controller tab fields a Name A name that will serve as the NIC name The name can be up to 32 characters The valid characters are upper case and lower case letters digits periods and underlines _ The first character of the name must be a letter or digit b Client Type Drop down list The type of routing client serviced by the NIC Select INCRP Note Selecting a type of routing client automatically places that type s default values in the Routing Client s Timeout Threshold Late Threshold Timeout Limit Use DN Label Map and Client Type fields Lageal Interface Controler Phyncel Interlace Controle Cort der ID UNASSIGNED Nome x A Clerk type Corfigura on parameter D sciticn Name Deserplion FT AwoCieste Mdibk Phyzical rtaifaca Carkialats Name prefix f 3 Tola number lo create F Suite started vats F 4 Step8 In the Create Single Physical Interface Controller section specify an Enterprise Name and optionally a Description Note Ifthe NIC is duplexed a Physical Interface Controller is req
15. eceived in Step 3 to the network The network connects the call to the selected destination on the Server ICM ACD Agent Ifthis was a translation routed call the ACD connected to the Server ICM requests the call detail information from the PG where it has been waiting since Step 4 and sends the call to an agent The following figure a call flow scenario for a post routed call transfer from one ICM to another ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway overview L Note Post routing Carrier 1 1 A call terminates at an ACD that is connected to the Client ICM This can be a pre routed call or a call sent there without ICM control 2 The agent initiates a post route request in one of two ways The agent transfers the call to a special number on the ACD which prompts the ACD to issue a post route request to the Client ICM e The agent sends a call transfer request to the CTI Server not shown This transfer request must have the post route flag set so that a post route request is issued to the Client ICM before transferring the call The network transfers do not work across instances You can not Network Transfer from one Customer ICM instance to another Customer ICM instance even if you have a mesh configuration With the meshed configuration you can perform local transfer within your ICM instance For example if one side of the Client I
16. equests to each other In this case each Unified ICME needs an ICM Gateway and an INCRP NIC as shown in the following figure ICM Gateway INCRP NIC Route Request Route Response Route Request Route Response INCRP NIC ICM Gateway INCRP supports direct connections between two ICMs only Unified ICMEs that are not directly connected with an ICM to ICM link cannot send each other call requests through another ICM Pre routing The following figure illustrates a call flow scenario for a call that is pre routed from one ICM to another ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway overview A Post routing Post routing Service Provider Network The Service Provider network sends a route request to the Client ICM The Client ICM receives the pre route request and executes a routing script that determines that the route request is to be handed to another Unified ICME The Unified ICME forwards the route request to the Server ICM The Server ICM executes a script that selects a peripheral target for the call and sends the corresponding label to the Client ICM If the selected target is reached using a translation route the Server ICM sends the call context data to the selected peripheral where it waits for the call to arrive If translation routing is not used this step is skipped The Client ICM forwards the destination label that it r
17. erver ICM To set the connection information click on the Connection Side A tab or the Connection Side B tab To specify an address click on the Enter Address button The Enter NAM Addresses dialog box appears Enter NAM Addresses E xj NAM Mode es Multiple NAMs Address IP Address Name Instance Number Side fo None x Address List IP Address Name NAM ID Specify the following information a NAM Mode Select Single NAM b IP Address Name Enter the Public high priority IP address of the Server ICM Alternatively the SAN may be used consult your Cisco certified partner or TAC for assistance This address must be the same address specified for the INCRP NIC on the targeted system You may use the hostname in place of the address c Instance Number Enter the Instance Number of the Server ICM 0 through 24 d Side Indicate which side of the Client ICM prefers this connection e Side A Client ICM Side A prefers to use this connection e Side B Client ICM Side B prefers to use this connection e None Neither side of the Client ICM prefers to use this connection Both Side A and B Both sides of the Client ICM prefer to use this connection Note Consider network traffic in choosing this value For example if one side of the Client ICM is co located with only one side of the Server ICM you can make that the preferred connection in order to avoid unnecessary WAN traffic to the other s
18. es paid support calls in house but transfers warranty service requests to the outsourcer e A multi national corporation encompasses several geographic regions each geographic region has its own Unified ICME In all these cases ICM to ICM Gateway enables the call related data to be transferred along with the call so the customer does not need to supply this information again ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway overview A ICM to ICM Gateway call flow ICM to ICM Gateway call flow The following figure illustrates basic ICM to ICM Gateway call flow ICM to ICM Link Client ICM Server ICM 1 A Client ICM receives a request This could be a pre route request from a service provider network in which case the routing client is a NIC or a post route request from an ACD IVR in which case the PG acts as the routing client 2 The Client ICM executes a script At some point the script initiates a route request to the other Unified ICME referred to as the Server ICM At this point the Server ICM must find a destination label for the call 3 The Server ICM executes a script to select a destination label for the call The Server ICM handles this call as a normal route request save for the fact that the routing client is another ICM and not a service provider network or an ACD IVR Once a destination label is selected the Server ICM sends it back to the
19. etup program select an instance and click the edit button The Edit Instance dialog box will display the instance number For instance number 0 the port number will be 40033 For side B the port number is obtained by adding 1000 to the above number This formula is intended to be stable However there is no guarantee that the formula will not change This dynamic port allocation is an issue for some ICM customers You can optionally modify the NetwrkCIC process to use a specific port number If a specific port number is provided in the registry of the Client ICM ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration Server configuration EH machine the NetwrkCIC process will instead bind to that port number when communicating with the server INCRP NIC process To specify this port number add the following registry entry on the Client ICM machine HKEY LOCAL MACHINE SOFTWARE Cisco Systems Inc ICM lt instance name gt Router A B CIC CurrentVersion Configuration CIC Public LAN IP Port Specify this entry as a DWORD type This registry entry is not managed by the Web Setup Tool program Therefore if you upgrade Unified ICME later you must add the registry entry again If the registry entry is not present the NetwrkCIC process uses the port dynamically allocated as usual If you change the port number while the NetwrkCIC process is running you
20. ide ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration Configure existing gateway Step9 When finished click Save to save the changes Step 10 From the Application Gateway list make note of the Application Gateway IDs number s for the server system s You will need to specify these Application Gateway ID number s during Server side configuration The bottom half of the ConnectionSide A and Connection Side B tabs display a number of timeout and limit values Accept the defaults for these values Configure existing gateway If the gateway process is already present on the CallRouter perform the following steps to configure it for ICM to ICM Gateway use Procedure Step1 Bring up the Calls gt Application Gateway gt Application Gateway List screen E Application Gateway tist a x Select fter dala Attributes Connection Side A Connection Side B Name EE Optional Fiter Condtion Value AppicaiongtemyID 0 pore al aie El lRemote iow Lee Beve Carica er charges ess Prefered side Side bd Encryption None gt x mat mess rss ICM Instance custL ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration Step 2 Step 3 Step 4 Step 5 Step 6 Edit client script i Click Retrieve From the Application Gateway list make n
21. l To configure the INCRP NIC on the Server ICM run Web Setup Tool and edit the CallRouter from the Server Router machine rather than from the installation CD ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 Define and configure INCRP NIC N Note Step 1 Step 2 Step 3 Step 4 Step 5 For more information on CallRouter installation refer to the Installation Guide for Cisco Unified ICM Contact Center Enterprise amp Hosted Perform the following steps Procedure On the Router Component Properties screen click the INCRP check box The Configure button becomes enabled Click Configure The INCRP NIC Properties screen appears INCRP NIC Properties m m z L PR CR Se PR evs of ons o ofc m ju m m PE G CRS 2 i S o Web Setup Tool supports a maximum of ten clients In the Network Interface Controller section of this screen ensure that the value for Physical Controller matches the Physical Controller ID value that was assigned to the NIC when you defined the NIC see Define and configure INCRP NIC Enter the IP Name IP Address or hostname of the local address for incoming Client ICM connections Note The address hostname must be on the same network as the Client ICM NAM addresses
22. lient ICM ID number and use the same number for the Client ID setting in the Server ICM configuration Client ICM configuration data In a side by side architecture such as this the Client ICM system requires only a subset of the normal ICM configuration data The following table summarizes the configuration data for a Client ICM Table 1 Table 2 1 Configuration Data on a Client ICM Table Contents Announcement Any announcements used in Client ICM scripts Application Gateway A remote ICM gateway for each instance on each associated Server ICM Business Entity The default business entity only ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration Configure new gateway EH Table Contents Call Type Typically one for each instance Call Type Map Associate each Client ICM call type with a Client ICM script Dialed Number All dialed numbers used on associated Server ICMs plus those used for direct translation No default routes are defined for Client ICM dialed numbers Dialed Number Map Associates dialed numbers and calling line IDs with Client ICM call types Label All labels that can be returned by associated Server ICMs plus those used for direct translation Network Interface Controller One required for the Network Interface Controller to the carrier network Peripheral Gateway PG One
23. lists CISCO ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 First Published June 15 2012 Americas Headquarters Cisco Systems Inc 170 West Tasman Drive San Jose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 2012 Cisco Systems Inc All rights reserved CONTENTS CHAPTER 1 Preface 1 Purpose 1 Audience 1 Conventions 1 Obtaining documentation and submitting a service request 2 Documentation feedback 2 CHAPTER 2 ICM to ICM Gateway overview 3 ICM to ICM Gateway 3 ICM to ICM Gateway call flow 4 ICM to ICM communication 4 Pre routing 5 Post routing 6 Logical connection management and fault tolerance 8 ICM to ICM Gateway requirements 10 CHAPTER 3 ICM to ICM Gateway configuration 11 Client ICM Configuration 11 Identify the Client for the Server 12 Client ICM configuration data 12 Configure new gateway 13 Configure existing gateway 16 Edit client script 17 Specification of fixed local port number for NetwrkCIC process 18 Server configuration 19 Define and configure INCRP NIC 19 Define INCRP NIC 19 Configure INCRP NIC in Web Setup Tool 21 ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 Contents Translation route labels 23 Modify routing scripts 23 ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 CHAPT
24. nterprise and Hosted Release 9 0 1 C call flow 5 Client ICM 85 11 21 configuring 11 Router setup 21 Define 19 NIC 19 F Fault Tolerance 8 ICM Client 19 routing client 19 ICM Gateway process 11 ICm to ICM Gateway 6 post routed call 6 ICM to ICM Gateway 3 4 5 10 Business uses 3 call flow 4 pre routing call flow 5 system requirements 10 ICM to ICM link 4 INCRP 4 INCRP NIC 4 INDEX Mapping Client ICM and local Routing Clients 19 NAM 12 configuration data 12 Network Interface Controller NIC 19 defining 19 P Physical controller ID 19 Physical Controller ID 19 INCRP NIC 19 Post routing cal flow 6 Pre routing call flow 5 Router setup 21 Client ICM 21 Routing Clients mapping 19 S Server ICM 19 configuration 19 Signaling Access Network SAN 10 ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 a Index ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1
25. on label and sends it to the routing client If the selected target was a peripheral target with an associated translation route the Server ICM sends the translation route information to the PG where the ACD waits until the call arrives at the ACD and the ACD retrieves the information from the PG in Step 8 If the selected target does not use a translation route this step is skipped In that case the call context is still transferred to the Server ICM but it is not available for the receiving ACD since it cannot be matched with the call The original PG and the ACD transfer the call to its destination The PG sends the destination label to the ACD The ACD uses that information to disconnect the agent who requested the call transfer and connects the incoming call leg to its destination using a tie line or public network trunk If this is a translation route call the ACD connected to the Server ICM receives the call requests the call detail information from the PG where it has been waiting since Step 6 and sends the call to an agent Logical connection management and fault tolerance Because the Unified ICME is typically deployed as a synchronous duplex pair the ICM to ICM Gateway is likewise deployed between Unified ICME pairs This leverages the Unified ICME s fault tolerant architecture and keeps the synchronous CallRouter pairs in sync ICM to ICM Gateway addresses the following other possible points of failure as follows Bi ICM
26. ote of the Application Gateway IDs number s for the server system s You will need to specify these Application Gateway ID number s during Server side configuration Configure the Connection Side A and Connection Side B tabs as needed Note Refer to the Scripting and Media Routing Guide for Cisco Unified ICM Contact Center Enterprise amp Hosted for instructions Bring up the Enterprise gt System Information Screen In the Application Gateway section click on Remote ICM Accept the default values for the remaining fields on all tabs Apghcatan Gates Tineo Sernone Heartbeats Eror Custom gateway Remote OW Ropet 500 2 ndbsecordts bed FOO E nawed Lae y400 pr ndseconds Edit client script Step 1 Step 2 Typically the Client ICM originally receives the call and pre routes it to an ACD The call is then post routed to a peripheral associated with the server system The client determines the label associated with the server s peripheral by requesting the label from an ICM Gateway node in a script From the Script Editor you can specify a local definition of the label that the ICM Gateway node returns Perform the following steps Procedure Right click on the ICM Gateway node 23 ICM Gateway ICM Customer x From the pop up menu that appears choose Properties The ICM Gateway dialog box appears ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1
27. ue false value e A book title Example See the Cisco CRS Installation Guide window font Window font such as Courier is used for the following e Text as it appears in code or that the window displays Example lt html gt lt title gt Cisco Systems Inc lt title gt lt html gt Angle brackets are used to indicate the following e For arguments where the context does not allow italic such as ASCII output e A character string that the user enters but that does not appear on the window such as a password Obtaining documentation and submitting a service request For information on obtaining documentation submitting a service request and gathering additional information see the monthly What s New in Cisco Product Documentation which also lists all new and revised Cisco technical documentation at http www cisco com en US docs general whatsnew whatsnew html Subscribe to the What s New in Cisco Product Documentation as a Really Simple Syndication RSS feed and set content to be delivered directly to your desktop using a reader application The RSS feeds are a free service and Cisco currently supports RSS version 2 0 Documentation feedback You can provide comments about this document by sending email to the following address mailto ccbu_docfeedback cisco com We appreciate your comments ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 CHAPT
28. uired for both Side A and Side B Step9 Click OK The Physical Interface Controller tab appears displaying the information you specified and an ID value of UNASSIGNED Step 10 Enter the following information in the Routing Client tab fields a Name A name that will serve as the NIC Routing Client name The name can be up to 32 characters The valid characters are upper case and lower case letters digits periods and underlines _ The first character of the name must be a letter or digit b Timeout threshold The maximum time in milliseconds the routing client can wait for a response to a routing request The NIC sends a default response slightly before this threshold ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 ICM to ICM Gateway configuration c d Lez e Define and configure INCRP NIC Late threshold A threshold value in milliseconds for classifying responses as late Any response that exceeds this threshold is considered late even if it does not exceed the Timeout Threshold Timeout limit The maximum time in seconds for which the routing client waits for a response This is the maximum time the routing client will tolerate consecutive response timeouts before it stops sending requests to the Unified ICME If the routing client receives no responses from the Unified ICME within this limit it terminates routing operation Configuration parameters Spe
29. uirements Both the Client ICM and Server ICM must be supported releases of ICM and they must be within one major version of each other If two connected ICMs are running different releases of ICM software only the ICM to ICM Gateway features supported by the lowest numbered release are available Refer to the Unified Contact Center Enterprise Unified CCE Software Compatibility Guide for more information ICM to ICM Gateway User Guide for Cisco Unified ICM Enterprise and Hosted Release 9 0 1 lt CHAPTER ICM to ICM Gateway configuration This chapter includes instructions for the various tasks that you need to perform on the client and server systems in order for ICM to ICM Gateway to function correctly For the Client ICM these tasks include the following e Configuring an ICM Gateway process on the CallRouter e Making the necessary script changes for sending pre route or post route requests to the Server ICM e Optionally specifying a fixed local port number for the Network CIC process For the Server ICM these tasks include the following e Installing and Configuring an INCRP NIC on the CallRouter Setting up the necessary translation route labels e Making the necessary script changes for returning calls and labels to the Client ICM Note If you are implementing a bidirectional ICM to ICM Gateway link see the section ICM to ICM Gateway overview you need to perform Client and Server tasks on both
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