Voice Call Routing

Routing a Target Device in Unified CCE

The following procedures outline the steps to follow each time you want to route to a new device target in Unified CCE.

Target Device Routing on Unified CM

Procedure

Step 1

Create a CTI Route Point on the Unified CM.

This step configures the Unified CM to make a route request to the system software when the Route Point is dialed.

Step 2

Associate the CTI Route Point with the PG User.

This step makes the Route Point visible to the system software.

Route Target Device Using Configuration Manager

Procedure

Step 1

Create a new Dialed Number using the Configuration Manager.

Defines a new entry point for call routing.

Step 2

Add a new Call Type using the Configuration Manager.

Allows you to categorize calls and route them appropriately.

Step 3

Associate the Dialed Number with the Unified ICM Call Type.

Allows you to map the Dialed Number to a routing script.

Step 4

Create a new routing script using the Script Editor.

Routes the call to the entry point.

Step 5

Associate the Call Type with the routing script.

Associates the Call Type with the routing script.


Note

  • In a Unified Communications Manager cluster, be aware that two routing clients must not share the same CTI Route Point. Each routing client must use distinct CTI Route Points in a Unified Communications Manager cluster.

  • Only one unique Dialed Number can be assigned to a CTI Route Point across all partitions. When setting up a new CTI Route Point, avoid using a Dialed Number that is already assigned to a different CTI Route Point in another partition. Using different Dialed Numbers for different partitions for a CTI Route Point is not a supported configuration.

  • When you configure a calling party transformation mask for the translation pattern in Unified Communications Manager, the application will have additional connections and disconnections. Therefore, for the components to function properly, do not configure a translation pattern mask for the calling party.

Peripherals and Skill Groups

Only base skill groups are supported for Unified CCE configurations. A default is set at the peripheral level, ensuring that any new skill group created is base-only.

Agents must be associated with skill groups or precision queues. You can create precision queues using the Unified CCE Web Administration.

For more information about creating routing scripts, see Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise and the Script Editor online help.

For more information about configuring Unified CCE, see Cisco Unified Contact Center Enterprise Installation and Upgrade Guide