ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Cisco ICM Enterprise & Hosted Editions Release 7.0(0) July 2005 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
CONTENTS About This Guide v Purpose v Audience v Conventions v Organization vi Other Publications vii Obtaining Documentation vii Cisco.
Contents Post-Routing 1-6 Logical Connection Management and Fault Tolerance 1-7 ICM-to-ICM Gateway Requirements 1-10 CHAPTER 2 ICM-to-ICM Gateway Configuration 2-1 Client ICM Configuration 2-2 Identify the Client for the Server 2-2 Defining Client ICM Configuration Data 2-3 Create or Configure the Gateway Process on the Router 2-4 Configuring A New Gateway 2-5 Configuring an Existing Gateway 2-8 Configuring ICM Instances on the Client ICM 2-10 Client Script 2-12 Specifying a Fixed Local Port Number for
About This Guide Purpose This manual describes the ICM-to-ICM Gateway functionality that is part of Cisco’s Intelligent Contact Management (ICM) software. 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 use. Audience This manual is intended primarily for system administrators who will be responsible for configuring ICM systems for ICM-to-ICM Gateway use.
About This Guide Organization Format Example Boldface type is used for user entries, keys, buttons, and folder and submenu names. Choose Edit > Find from the ICM Configure menu bar. Italic type indicates one of the following: • A newly introduced term • For emphasis • A generic syntax item that you must replace with a specific value • A title of a publication An arrow ( > ) indicates an item from a pull-down menu. • A skill group is a collection of agents who share similar skills.
About This Guide Other Publications Other Publications For additional information about Cisco Intelligent Contact Management (ICM) software, see the Cisco web site listing ICM documentation. Obtaining Documentation Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems. Cisco.
About This Guide Obtaining Documentation the DVD, you have access to the same documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .pdf versions of the documentation available. The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace.
About This Guide Documentation Feedback Documentation Feedback You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com. You can send comments about Cisco documentation to bug-doc@cisco.com.
About This Guide Obtaining Technical Assistance Reporting Security Problems in Cisco Products Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT: • Emergencies — security-alert@cisco.
About This Guide Obtaining Technical Assistance service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller. Cisco Technical Support & Documentation Website The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL: http://www.
About This Guide Obtaining Technical Assistance solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL: http://www.cisco.com/techsupport/servicerequest For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.
About This Guide Obtaining Additional Publications and Information Obtaining Additional Publications and Information Information about Cisco products, technologies, and network solutions is available from various online and printed sources. • Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL: http://www.cisco.
About This Guide Obtaining Additional Publications and Information • Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL: http://www.cisco.com/ipj • Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL: http://www.cisco.com/en/US/products/index.
C H A P T E R 1 ICM-to-ICM Gateway Overview This chapter provides an overview of ICM-to-ICM Gateway.
Chapter 1 ICM-to-ICM Gateway Overview ICM-to-ICM Gateway Call Flow • Two corporations (for example, a bank and an insurance company), each of which has a contact center that uses an ICM, merge. It may often be desirable to transfer a call between the two companies; for example, to sell insurance to a bank customer. • 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.
Chapter 1 ICM-to-ICM Gateway Overview ICM-to-ICM Gateway Call Flow Step 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) Step 2 The Client ICM executes a script. At some point the script initiates a route request to the other ICM, referred to as the Server ICM.
Chapter 1 ICM-to-ICM Gateway Overview ICM-to-ICM Gateway Call Flow Figure 1-2 ICM-to-ICM Link Components The ICM-to-ICM link shown in Figure 1-2 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 ICMs as well, so that each ICM can send route requests to each other. In this case, each ICM needs an ICM Gateway and an INCRP NIC, as shown in Figure 1-3.
Chapter 1 ICM-to-ICM Gateway Overview ICM-to-ICM Gateway Call Flow Pre-Routing Figure 1-4 illustrates a call flow scenario for a call that is pre-routed from one ICM to another. Figure 1-4 Example Pre-Routing Call Flow Step 1 The Service Provider network sends a route request to the Client ICM. Step 2 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 ICM. The ICM forwards the route request to the Server ICM.
Chapter 1 ICM-to-ICM Gateway Overview ICM-to-ICM Gateway Call Flow Step 7 If this 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. Post-Routing Figure 1-5 illustrates a call flow scenario for a post-routed call transfer from one ICM to another. Figure 1-5 Example Post-Routing Call Flow Step 1 A call terminates at an ACD that is connected to the Client ICM.
Chapter 1 ICM-to-ICM Gateway Overview Logical Connection Management and Fault Tolerance Step 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. Step 4 The Server ICM selects a destination for the call and responds back to the Client ICM with the selected label.
Chapter 1 ICM-to-ICM Gateway Overview Logical Connection Management and Fault Tolerance • 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. • If an INCRP NIC fails, the Client ICM’s routers are synchronized and can communicate via the remaining INCRP NIC. ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.
Chapter 1 ICM-to-ICM Gateway Overview Logical Connection Management and Fault Tolerance Note If a link failure or a NIC failure occurs, calls that were in progress at the time of the failure may be lost. • If an ICM-to-ICM Gateway fails, the Server ICM’s routers are synchronized and can communicate via the remaining ICM-to-ICM Gateway. ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.
Chapter 1 ICM-to-ICM Gateway Overview ICM-to-ICM Gateway Requirements For a more complete discussion of ICM Fault Tolerance, refer to the ICM Administration Guide for Cisco ICM Enterprise Edition. ICM-to-ICM Gateway Requirements The following are system requirements for ICM-to-ICM Gateway. • Both Client ICM and Server ICM require ICM software version 4.5.1 or later.
Chapter 1 ICM-to-ICM Gateway Overview ICM-to-ICM Gateway Requirements Note Refer to the Pre-Installation Planning Guide for Cisco ICM Enterprise Edition for information about the Signaling Access Network and ICM communications network configurations. ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.
Chapter 1 ICM-to-ICM Gateway Overview ICM-to-ICM Gateway Requirements ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.
C H A P T E R 2 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: • Configuring an ICM Gateway process on the Router. • Define Client ICM configuration data. • Making the necessary script changes for sending pre-route or post-route requests to the Server ICM.
Chapter 2 ICM-to-ICM Gateway Configuration Client ICM Configuration Client ICM Configuration This section provides instructions for the configuration tasks you need to perform on the Client ICM. Identify the Client for the Server To identify the ICM Gateway Client for the ICM Gateway Server, run a full ICM Setup on the Client Router machine. For each ICM-to-ICM Gateway client, you must perform the following steps. Step 1 In the Router Properties screen, check the Remote Network Routing option box.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Note • If this Client ICM is the only Client ICM that will be communicating with its associated Server ICM, accept the default of 0. • If the associated Server ICM will be communicating with multiple Client ICMs, the NAM ID needs to be a unique number for each Client ICM in the configuration. In this case, start NAM ID numbers from 0 and work upwards. Make a note of the NAM ID number that you specify for the client.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Table 2-1 Configuration Data on a Client ICM Table Contents 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.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Configuring A New Gateway If you need to configure a new Application Gateway, perform the following steps. Step 1 From the ICM Configuration Manager on an Admin Workstation associated with the Client ICM, select Calls > Application Gateway > Application Gateway List. The Application Gateway List window appears. Step 2 Click Retrieve. Step 3 Click Add. The Attributes tab appears.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Step 4 Step 5 Specify the following values on the Attributes tab: • Name. Enter a name for the ICM Gateway. • Type. Choose Remote ICM. • Preferred Side. Indicates the preferred side of the Gateway to use when both are available. If only one side is available, ICM software uses that side regardless of preference. • Encryption. Indicates whether requests to the Application Gateway are encrypted. Choose None.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Step 8 Specify the following information: • NAM Mode. Select Single NAM. • IP Address/Name. Enter the high priority IP address of the Server ICM. (Normally this is the public IP address, but if no public address is available, use the high priority private IP address.) 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.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data – 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 side. Step 9 When finished, click Save to save the changes.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Step 2 Click Retrieve. Step 3 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. Step 4 Configure the Connection Side A and Connection Side B tabs as needed.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Step 6 In the Application Gateway section, click on Remote ICM. Accept the default values for the remaining fields on all tabs. Configuring ICM Instances on the Client ICM Perform the following steps on the Client ICM system to configure the associated Server ICM instance. Step 1 Start Configuration Manager from the ICM Admin Workstation group. The Configuration Manager window opens.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Step 5 Step 6 Specify the following on the ICM Instance tab: • Name. The enterprise name for the Client ICM instance, as used in Setup. • Type. (Drop-down list.) Select Network ICM. • Instance Number. The instance number as defined in Setup. • Description. (Optional.) Additional information about the ICM Instance. Click Save. ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Step 7 Click the Add ICM Instance button. Step 8 Specify the following on the ICM Instance tab: Step 9 • Name. The enterprise name for the Server ICM instance, as used in Setup. • Type. (Drop-down list.) Select Customer ICM. • Instance Number. The instance number as defined in Setup. • Network ICM Instance. (Drop-down list.) The associated Client ICM instance configured in Step 5. • Description. (Optional.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Step 3 From the list, select the gateway to the ICM system to which you want to send the request. Step 4 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.
Chapter 2 ICM-to-ICM Gateway Configuration Defining Client ICM Configuration Data Specifying a Fixed Local Port Number for the NetwrkCIC Process In an ICM-to-ICM Gateway implementation, the NetwrkCIC process is a part of the Client ICM Router 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. ICM processes use IP port numbers between 39000 and 50000.
Chapter 2 ICM-to-ICM Gateway Configuration Server Configuration Server Configuration This section provides instructions for the configuration tasks you need to perform on the Server ICM.
Chapter 2 ICM-to-ICM Gateway Configuration Server Configuration • 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. • Client Type.(Drop-down list.) The type of routing client serviced by the NIC. Select INCRP.
Chapter 2 ICM-to-ICM Gateway Configuration Server Configuration Step 8 In the Create Single Physical Interface Controller section, specify an Enterprise Name and, optionally, a Description. Step 9 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: • Name. A name that will serve as the NIC Routing Client name. The name can be up to 32 characters.
Chapter 2 ICM-to-ICM Gateway Configuration Server Configuration • Step 11 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. 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 Step 12 Make a note of the Physical Controller ID value.
Chapter 2 ICM-to-ICM Gateway Configuration Server Configuration Configuring the INCRP NIC in ICM Setup To configure the INCRP NIC on the Server ICM, run ICM Setup and edit the Router from the Server Router machine (rather than from the installation CD). Perform the following steps. Step 1 On the Router Component Properties screen, click the INCRP check box. Step 2 Click on the Configure button. The INCRP NIC Properties screen appears. ICM Setup supports a maximum of ten clients.
Chapter 2 ICM-to-ICM Gateway Configuration Server Configuration Step 4 Step 5 In the Client ICM section of this screen, enter the following information for each client for which this system is a server. • Enable. Check the Enable box to enable the client. • Description. Enter a description of the client (optional). • Client ID.
Chapter 2 ICM-to-ICM Gateway Configuration Server Configuration Modifying Routing Scripts The server has 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.
Chapter 2 ICM-to-ICM Gateway Configuration Server Configuration Step 3 Note 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 ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for more information. ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.
INDEX business uses 1-1 B post-routing call flow 1-6 Basic call flow 1-2 pre-routing call flow 1-5 system requirements 1-10 ICM-to-ICM link 1-3 C INCRP NIC 1-3 Intelligent Network Call Routing Protocol (INCRP) 1-3 Client ICM configuring 2-2 script 2-12 N D NAM configuration data 2-3 defining Network Interface Controller (NIC) NIC 2-15 defining 2-15 NIC F defining 2-15 Fault tolerance 1-7 P I Physical controller ID ICM Gateway node 2-12 ICM Gateway process 1-3 ICM-to-ICM Gateway INCRP NIC
Index R Router setup Client ICM 2-2, 2-19 S Scripts Client ICM 2-12 Server ICM 2-21 Server ICM configuring 2-15 script 2-21 Signaling Access Network (SAN) 1-10 System requirements 1-10 ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.
