Manual

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ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.0(0)
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. The Server ICM also returns the (possibly modified)
call context to the Client ICM.
Step 5 The Client ICM receives the label, attempts to validate it, and passes 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 destination label and
sends it to the routing client.
Step 6 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.
Step 7 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.
Step 8 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 ICM software is typically deployed as a synchronous duplex pair, the
ICM-to-ICM Gateway is likewise deployed between ICM system pairs. This
leverages the ICM software’s fault tolerant architecture and keeps the
synchronous router pairs in sync.
ICM-to-ICM Gateway addresses the following other possible points of failure as
follows: