Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/configuration/guide/ucce_b_1501_configuration-guide-for-cisco-unified-icm-enterprise-release/ucce_m_1501_routing-a-call.html

Published

2025-04-30

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• UCCE selects a call type for a voice call from the dialed number, caller-entered digits (CED) and calling line ID (CLID). in context
• When no call type matches, UCCE uses the routing client's default call type, and if none is defined, the general default call type. in context
• If no default label is defined for the dialed number, UCCE returns an error to the routing client instead of a label. in context
• If the routing client's timeout limit is reached before any on-time routing responses arrive, the NIC tells the routing client to stop sending routing requests. in context
• When the routing script cannot find a destination, UCCE uses the default target (default label) associated with the dialed number. in context
• When the routing script currently scheduled for the call type fails to find a destination, Unified CCE uses the default label defined for the dialed number. in context
• A dialed number in Unified CCE is configured with an associated routing client, a default label and a media routing domain. in context
• A call that reaches the dialed number's default label indicates an earlier failure (no call type, no scheduled script, or a script that found no destination), so the RouterErrorCode on the Route_Call_Detail row is a better diagnostic than the destination the call landed on. inferred in context
• A busy label makes the routing client play a busy signal and a ring label makes it play an unanswered ring; normal labels deliver to an announcement, scheduled target or peripheral target, and a DNIS override label sends a modified DNIS. in context
• When a target has several labels, Unified CCE returns the first label that is valid for the routing client and dialed number. in context
• Each peripheral target, scheduled target or announcement maps to one or more labels, and a returned label must be valid for the routing client and dialed number. in context
• Cisco describes UCCE call routing as: routing client requests a route; the request is categorised as a call type; the scheduled script runs; a label is returned; the routing client interprets the label; the call is dispatched; the peripheral selects the specific target. in context

Cite this source record

APA

WarmTransfer. (2025, April 30). Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-ucce-1501-config-routing-a-call

BibTeX

@misc{warmtransfer-cisco-ucce-1501-config-routing-a-call,
  title  = {Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-ucce-1501-config-routing-a-call},
  note   = {Cisco Systems, accessed 2026-10-02}
}