CCE Configuration
Configuring Voice Call Routing
No special CCE settings are required for using the b+s Connects for Siebel's voice channel. Just setup and configure CCE as you do for a common deployment.
Configuring Media Routing
This chapter covers the CCE configuration steps for media (email, chat etc.) routing. It describes the required components and explains how to set them up.
Step 1: Network VRU Configuration
To use media routing a Network VRU needs to be configured. This is only a virtual device in the configuration, no real VRU is needed.
-> Explorer Tools – Network VRU Explorer
"Add Network VRU"
-> Name: MR_Network_VRU
Type: Type 2
Description: VRU for Media Routing PG
For PCCE environments a pre-defined MR Network VRU called "MR_Network_VRU" is pre-configured. It is not possible to configure an additional Network VRU or to reconfigure it.
Step 2: MR PG Configuration
-> Explorer Tools – PG Explorer
-> "Add PG"
Logical controller ID: Assigned by the system and required in the CCE/CCH setup
Physical controller ID: Assigned by the system and required in the CCE/CCH setup
Name: MR_PG
Client type: MediaRouting
Configuration parameters: <empty>
Description: Media PG
Physical controller description: <empty>
Primary CTI address: <empty>
Secondary CTI address: <empty>
If VRU PG and Agent PG are already found on the same hardware, the Agent PG can be defined as "PG Generic" and the VRU can be assigned to it. The new MR PG must be created afterward.
Tab "Peripheral"
Name: Multichannel
Peripheral name: Multichannel
Client type: MediaRouting
Location: <empty>
Abandoned call wait time: 5
Configuration parameters: <empty>
Call control variable map: <empty>
Default desk settings: NONE
Peripheral service level type: Calculated by Call Center
Description: Multichannel Peripheral
Enable post routing: <selected>
Tab "Advanced"
Available hold-off delay: 5000
Answered short calls threshold: 0
Network VRU: MR_Network_VRU
Agent Auto Configuration: <not selected>
Tab "Routing Client"
ID: Assigned by the system
Name: Multichannel
Timeout threshold: 2000
Late threshold: 1000
Timeout limit: 10
Default media routing domain: NONE
Default call type: NONE
Configuration parameters: <empty>
Dialed number/Label map: Do not use DN/Label map
Client type: MediaRouting
Description: Multichannel Peripheral routing client
Network routing client: <empty>
Network transfer preferred: <not selected>
Congestion Treatment Mode: Use System Congestion Control
Default label: <empty>
Tab "Default Route"
All fields should be empty. After the settings are saved, the following configuration is displayed:
Media routing domain: Cisco_Voice
Route: NONE
Tab "Peripheral Monitor"
All fields should be empty.
-> "Save"
Please make a note of the automatically assigned Peripheral ID (Tab "Peripheral") for later use.
With CCE/CCH version 10.0 Cisco Systems Inc. has announced that the /LOAD Configuration Parameter is considered as a deprecated feature.
As of CCE/CCH version 11.0 Cisco Systems Inc. removed the /LOAD Configuration Parameter from the deprecated feature list again.
Step 3: MR PG Setup
Before installing the MediaRouting PG, you have to enable the new PG on the CCE/CCH Router.
PG Setup – Node Manager Properties:
Production mode: <selected>
Auto start: <not selected> (only for installation)
Duplexed Peripheral Gateway: <selected> (depending on redundancy deployment)
PG Node Properties:
No more than 2 PGs can be installed per server. One of them will be selected as the MediaRouting PIM.
Client Type Selection:
-> MediaRouting – "Add" (if it does not yet exist in "Selected Types")
-> "Next"
Add PIM:
Client Type: MediaRouting
Available PIMs: Select the next available from the list
-> "OK"
PIM settings:
Enabled: <selected>
Peripheral Name: Multichannel
ID: <insert here the Peripheral ID generated while creating the peripheral>
Application HostName (1): Server hostname of the MR server (side A)
Application HostName (2): Server hostname of the MR server (side B)
Application Port (1) and (2): Local MediaManager MRI listening port
Heartbeat Interval: 5
Reconnect Interval: 10
-> "OK"
Enter the Logical Controller ID from the corresponding Logical Control tab in PG Explorer.
-> "Next" – "Next"
Enter the corresponding network interface hostnames.
-> "Next" – "Next" – "Finish" – "Exit Setup"**
Step 4: Application Instance Configuration
In CCE media routing, each connection to a CTI Server needs its own Application Instance. One such Application Instance is needed for MediaManager media routing.
-> List Tools – Application Instance List
-> "Add"
Name: MultiChannel
Application key: mcal
Application type: <Other>
Permission level: Read only
Description: Media Manager application
-> "Save"
Step 5: Media Classes Configuration
A Media Class is required for each supported media routing medium. See sample Media Classes for email and chat below.
-> List Tools – Media Class List
-> "Add" for email
Name: MC_Mail
Description: Email routing integration
Life: 300 seconds
Start timeout: 30 seconds
Max duration: 28800 seconds
-> "Save"
-> "Add" for chat
Name: MC_Chat
Description: Chat routing integration
Life: 300 seconds
Start timeout: 30 seconds
Max duration: 28800 seconds
-> "Save"
Step 6: Media Routing Domain Configuration
A Media Routing Domain is required for each supported media routing medium. Below is a sample Media Routing Domain for email and chat.
-> List Tools – Media Routing Domain List
-> "Add" for email
Name: MRD_Mail
Media routing domain ID: Assigned by the system
Media class: MC_Mail
Task Life: 300 seconds
Task start timeout: 30 seconds
Task max duration: 28800 seconds
Calls in queue max: <empty>
Calls in queue max per call type: <empty>
Calls in queue max time in queue: <empty>
Service level threshold: 30 (default)
Service level type: Ignore Abandoned Calls
Interruptible: <not selected>
Description: Media Routing Domain for email integration
-> "Save"
-> "Add" for chat
Name: MRD_Chat
Media routing domain ID: Assigned by the system
Media class: MC_Chat
Task Life: 300 seconds
Task start timeout: 30 seconds
Task max duration: 28800 seconds
Calls in queue max: <empty>
Calls in queue max per call type: <empty>
Calls in queue max time in queue: <empty>
Service level threshold: 30 (default)
Service level type: Ignore Abandoned Calls
Interruptible: <not selected>
Description: Media Routing Domain for chat integration
-> "Save"
Please make a note of the automatically assigned Media Routing Domain IDs for later use.
Step 7: Application Path Configuration
Each application connecting to the CTI server needs its own application path. All media routing domains used by this application need to be assigned as members to this application path.
-> List Tools – Application Path List
-> "Add" application path
Application instance: MultiChannel
Peripheral gateway: <Agent PG> Not the MR PG
Name: <Agent PG>.MultiChannel
Description: Media Routing application path
-> "Add" application path member for email
Peripheral: Agent PG (CallManager)
Media routing domain: MRD_Mail
-> "Save"
-> "Add" application path member for chat
Peripheral: Agent PG (CallManager)
Media routing domain: MRD_Chat
After configuring the Application Path please open the Database View "Application_Path" and take a note of the ApplicationPathID assigned by the system to the inserted Application Path. You will need this ApplicationPathID later during the installation of the software. The ApplicationPathID is not visible in the CCE configuration manager, only in the database view.
Step 8: Call Type Configuration
A Call Type is required for each supported media routing medium.
UCCE / UCCH
-> List Tools – Call Type List
-> "Add" for email
Name: CT_Mail
Customer: <None>
Description: Call type for media routing email
-> "Save"
-> "Add" for chat
Name: CT_Chat
Customer: <None>
Description: Call type for media routing chat
-> "Save"
PCCE
-> Unified CCE Administration – Manage (Call Types)
-> "New" for email
Name: CT_Mail
Description: Call type for email routing
Service Level Threshold: <empty> (system default will be used)
Service Level Type: Use System Default
Bucket Intervals: Use System Default
-> "Save"
-> "New" for chat
Name: CT_Chat
Description: Call type for chat routing
Service Level Threshold: <empty> (system default will be used)
Service Level Type: Use System Default
Bucket Intervals: Use System Default
-> "Save"
Step 9: Dialed Number / Script Selector Configuration
One or more Script Selectors are required to route media tasks via the CCE script. The name of the Script Selector is used for route requests on the Media Manager MCIL interface.
UCCE / UCCH
-> List Tools – Dialed Number / Script Selector List
-> "Add" for email
Routing client: Multichannel
Media routing domain: MRD_Mail
Dialed number string / script selector: siebel_email
Name: <Routing client>.<Dialed number string>
Customer: <None>
Default label: <None>
Description: Email routing script selector
Permit application routing: <not selected>
Reserved by IVR: <not selected>
Dialed Number mapping: Assign the corresponding call type here
-> "Save"
-> "Add" for chat
Routing client: Multichannel
Media routing domain: MRD_Chat
Dialed number string / script selector: siebel_chat
Name: <Routing client>.<Dialed number string>
Customer: <None>
Default label: <None>
Description: Chat routing script selector
Permit application routing: <not selected>
Reserved by IVR: <not selected>
Dialed Number mapping: Assign the corresponding call type here
The maximum Dialed Number string / Script selector field length in UCCE is 32.
-> "Save"
PCCE
-> Unified CCE Administration – Manage (Dialed Numbers)
-> "New" for email
Dialed number string: siebel_email
Description: Email routing script selector
Routing Type: 3rd Party Multichannel
Media Routing Domain: MRD_Mail
Call Type: CT_Mail
-> "Save"
-> "New" for chat
Dialed number string: siebel_chat
Description: Chat routing script selector
Routing Type: 3rd Party Multichannel
Media Routing Domain: MRD_Chat
Call Type: CT_Mail
The maximum Dialed Number string / Script selector field length in PCCE is 25.
-> "Save"
Step 10: Label List Configuration
In case of an error CCE/CCH routing script returns predefined labels. It is recommended to configure the following labels and use them in the CCE/CCH routing scripts.
-> List Tools – Label List**
-> "Add" label Timeout
Routing client: Multichannel
Label: Timeout
Label type: Normal
Target type: <None>
Network target: <None>
Customer: <None>
Description: No agent found, timeout with target re-query from third-party system
-> "Add" label Overflow
Routing client: Multichannel
Label: Overflow
Label type: Normal
Target type: <None>
Network target: <None>
Customer: <None>
Description: Too many tasks in queue, target third-party system timed out
-> "Add" label Error
Routing client: Multichannel
Label: Error
Label type: Normal
Target type: <None>
Network target: <None>
Customer: <None>
Description: No recoverable error, do not try to reroute again
-> "Save"
PCCE environments do not support labels, dynamic labels in the CCE/CCH routing script must be used instead.
Furthermore, the chat channel supports the usage of the End and the LSS label. The End-label can be used in a CCE routing script to terminate a chat session on purpose, e.g. after a certain chat message from the customer was received. The LSS-label (Label Script Selector) can be used to proceed the routing of a chat in another specified CCE/CCH routing script.
-> List Tools – Label List
-> "Add" label End
Routing client: Multichannel
Label: END
Label type: Normal
Target type: <None>
Network target: <None>
Customer: <None>
Description: Routing terminated on purpose
-> "Add" label LSS
Routing client: Multichannel
Label: LSS: <script selector>
Label type: Normal
Target type: <None>
Network target: <None>
Customer: <None>
Description: Routing continued in specified routing script
-> "Save"
Picture shows an example of how an End-label could be used in a CCE/CCH routing script to deliberately terminate the routing of a chat.
Step 11: Skill Group Configuration
UCCE / UCCH
-> Explorer Tools – Skill Group Explorer
Peripheral: Agent PG (CallManager)
-> "Add Skill Group" for email
Tab "Skill group"
Media routing domain: MRD_Mail
Peripheral number: Skill group number
Peripheral name: Skill group name (e.g. SG_Mail)
Name: <Peripheral>.<Peripheral name>
Available holdoff delay (sec): Use Peripheral Default
ICM picks the agent: <selected>
Tab "Advanced"
Description: b+s Connects for Siebel skill group SG_Mail
Bucket Interval: NONE
Other tabs
Default or defined
-> "Save"
-> "Add Skill Group" for chat
Tab "Skill group"
Media routing domain: MRD_Chat
Peripheral number: Skill group number
Peripheral name: Skill group name (e.g. SG_Chat)
Name: <Peripheral>.<Peripheral name>
Available holdoff delay (sec): Use Peripheral Default
ICM picks the agent: <selected>
Tab "Advanced"
Description: b+s Connects for Siebel skill group SG_Chat
Bucket Interval: NONE
Other tabs
Default or defined
"Save"
PCCE
-> Unified CCE Administration – Manage (Skill Groups)
-> "New" for email
Name: Skill group name (e.g. SG_Mail)
Description: b+s Connects for Siebel skill group SG_Mail
Media Routing Domain: MRD_Mail
Bucket Intervals: Use System Default
Service Level Threshold: <empty> (Media routing domain value will be used)
Service Level Type: Use Media Routing Domain Value
-> "Save"
-> "New" for chat
Name: Skill group name (e.g. SG_Chat)
Description: b+s Connects for Siebel skill group SG_Chat
Media Routing Domain: MRD_Chat
Bucket Intervals: Use System Default
Service Level Threshold: <empty> (Media routing domain value will be used)
Service Level Type: Use Media Routing Domain Value
-> "Save"
Step 12: Service Configuration
One or more Services are required for each media routing domain.
In PCCE environments configuring services is not possible. PCCE automatically creates a (service) route with the identical name for each skill group.
UCCE / UCCH
-> Explorer Tools – Service Explorer
Peripheral: Agent PG (CallManager)
-> "Add Service" for email
Tab "Service"
Media routing domain: MRD_Mail
Peripheral number: Service number
Peripheral name: Service name (e.g. Svc_Mail)
Name: <Peripheral>.<Peripheral name>
Service level type: Default
Service level threshold: 30
Tab "Service members"
Add email skill groups, select primary for all
-> "Add Route"
Name: RT_<Peripheral name>
Description: Service route for <Peripheral name>
-> "Save"
-> "Add Service" for chat
Tab "Service"
Media routing domain: MRD_Chat
Peripheral number: Service number
Peripheral name: Service name (e.g. Svc_Chat)
Name: <Peripheral>.<Peripheral name>
Service level type: Default
Service level threshold: 30
Tab "Service members"
Add chat skill groups, select primary for all
-> "Add Route"
Name: RT_<Peripheral name>
Description: Service route for <Peripheral name>
-> "Save"
Step 13: Build CCE/CCH Routing Script
Once all configuration tasks are completed, create the CCE/CCH Routing Script.
Media routing tasks are queued for several days and the "Wait Time" must cover this period. The Timeout-Label works as a system failure and informs the third party system that the route request has to be resent.
Sample CCE Routing Script for Email Routing
If the Script Selector is known, the longest available agent is selected with the "Select - LAA" node. If no agents are currently available, the task is queued via the "Queue to Skill Group" node. As tasks can be routed to CCE/CCH even if only the MR PG (media routing peripheral) is operational and the Agent PG (agent peripheral) is down, there is a check to verify the operability of the Agent PG. This check is required because the "Queue to Skill Group" does not work if the Agent PG is down and the label "Timeout" is returned.
The if-condition is:
(Peripheral<AgentPeripheralName>.Online==1) && (Peripheral.<AgentPeripheralName>.Mode==1)
Peripheral Mode = Current mode of the peripheral as reported by the PG: 0=off-line; 1=on-line.
Peripheral Online = Current on-line state of the peripheral as determined by the Central Controller: 0=off-line; 1=on-line
If the task cannot be queued (due to MaxCalls or MaxCallsPerCallType), the label "Overflow" is returned. After the task is queued, a "Wait" Node is called with a time lower than the system limit (MaxTimeInQueue). If this wait time expires, queuing is cancelled and a label "Timeout" is returned.
A common problem of the simple script above is that tasks which are rerouted because of a timeout or because of other reasons are added again to the end of the queue just like an initially routed task. Furthermore, no information is available to differentiate initially routed tasks from rerouted tasks.
Step 14: Activate CCE/CCH Routing Script
To activate the CCE/CCH routing script that is used for media routing, the script must be scheduled via the Call Type Manager of the CCE/CCH Script Editor.
Step 15: Maximum Queue Time Configuration
The maximum duration of queued tasks has to be increased in the registry on (both) CCE/CCH Routers to 432,000 seconds (5 days).
HKLM\SOFTWARE\Cisco...\<instance\>\RouterA\Router\CurrentVersion\Configuration\Queuing\MaxTimeInQueue
The settings on the MR PGs are not relevant in this case and can remain unchanged. The value for the "Wait"-nodes in the CCE/CCH routing script must be shorter than the value of the 'MaxTimeInQueue'-parameter and should be set to a maximum value of 430,000 seconds.
Furthermore, it is important that the data timeout configuration settings of the b+s Connects for Siebel's DataStore component (if used) are set to the correct value.
DeleteTimeout
ExpirationTimeout
Please refer to chapter Configuring DataStore for more detailed information.