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Cisco Unified Contact Center Enterprise Solution Reference Network Design, Release 9. Architecture Overview . Upon startup of the Unified CM PIM or on startup of the. Unified IP IVR, the JTAPI user ID and password are used to sign in to Unified.
CM. This sign- in process by the application (Unified CM PIM or Unified IP IVR). JTAPI communications between the Unified CM cluster and the. A separate JTAPI user ID is required for each Unified IP IVR. In a Unified CCE deployment with one Unified CM cluster and two Unified.
IP IVRs, three JTAPI user IDs are required: one JTAPI user ID for Unified CCE. JTAPI user IDs for the two Unified IP IVRs. The best practice is one PG. User for each PG Pair. Every node within a cluster can execute an instance of the. CTI Manager process, but the Unified CM PIM on the PG communicates with only. CTI Manager (and thus one node) in the Unified CM cluster.
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The CTI Manager. process communicates CTI messages to and from other nodes within the cluster. When a new. call arrives at this Voice Gateway and needs to be routed by Unified CCE, node. Unified CCE to determine how the call is routed. The. Unified CM PIM and the two Unified IP IVRs from the previous example can. CTI Managers (nodes) or they can all communicate. CTI Manager (node). However, each communication uses a different.
ID. The user ID is how the CTI Manager tracks the different applications. Side A of the Unified CM PIM communicates with the CTI Manager on. Unified CM node and Side B of the Unified CM PIM communicates with the CTI. Manager on another Unified CM node. The Unified IP IVR does not have a.
Unified IP IVR does have the ability to fail- over to. CTI Manager (node) within the cluster if its primary CTI Manager is out. For example, when Unified CM receives the routing response from Unified.
CCE, Unified CM attempts delivery of the call to the agent phone by instructing. At that point, Unified CM notifies Unified CCE that.
When the agent clicks the. Unified CCE instructs Unified CM to make the device (phone) go. A CTI Route Point is associated with a specific JTAPI. ID, and this association enables Unified CM to know which application. CTI Route Point. Directory (Dialed) Numbers. DNs) are then associated with the CTI Route Point. A DN is associated to a CTI.
Route Point that is associated with Unified CCE JTAPI user ID. This enables. Unified CM to generate a route request to Unified CCE when a new call to that. DN arrives. Starting with Unified CM 8.
Extension. Mobility or Extension Mobility Cross Cluster, it is possible to associate an. Extension Mobility device profile instead. In a Unified CCE environment, the IP. Extension Mobility device profiles are associated. Unified CCE JTAPI user IDs. When an agent logs in from the desktop, the. Unified CM PIM requests Unified CM to allow the PIM to begin monitoring and.
Until the login has occurred, Unified CM does not allow. Unified CCE to monitor or control that phone.
If the device or the. Extension Mobility device profile has not been associated with a. Unified CCE JTAPI user ID, then the agent login request fails.
The Unified. CCE PIM phone registers to the local Unified CM after Extension Mobility login. WAN. The Unified CCE peripheral is. Extension Mobility profile rather than.
Application User on Unified CM. For more details, see. Cisco Unified. Communications System Solution Reference Network Design (SRND) Guide at. The best practice is to associate the Extension. Mobility profile to the CCE Application User on UC Manager. Unlike. Unified CCE, the Unified IP IVR provides both the application itself and the.
The Unified IP IVR. IVR. Its ports are logical. Unified IP IVR. application server) called CTI Ports. For each CTI Port on the Unified IP IVR. CTI Port device defined in Unified CM. Instead, when a call needs to be made to a DN that is. CTI Route Point that is associated with a Unified IP IVR.
JTAPI user, Unified CM asks the Unified IP IVR (through JTAPI routing control). CTI Port (device) handles the call. Assuming the Unified IP IVR has an. CTI Port, the Unified IP IVR responds to the Unified CM routing. Unified CM device identifier of the CTI Port that is.
When the Unified IP IVR workflow executes the accept step. JTAPI message is sent to Unified CM to answer the call on behalf of that CTI.
Port (device). When the Unified IP IVR workflow wants the call transferred or. Unified CM on what to do with that call. When DTMF tones are detected by the Voice Gateway, it notifies.
Unified CM via H. MGCP, which then notifies the Unified IP IVR through. JTAPI. If you. have two 1. Unified IP IVRs, you have 3.
CTI ports. Half of the CTI. JTAPI user Unified IP IVR 1, and the other half of. CTI ports are associated with JTAPI user Unified IP IVR 2. Doing so ensures proper Unified CCE reporting.
For deployments with. Unified IP IVRs, this routing practice also allows Unified CCE to.