Cisco Cisco IP Contact Center Release 4.6.2

Note: Multi-channel applications function as application instances. See Chapter 9, "

for more information about these applications.

In some cases the Unified ICM concept is very close to the corresponding ACD feature. For
example, the Unified ICM concept of a service is very similar to the Aspect concept of an
application. In other cases, the ACD does not have a feature that maps exactly to the Unified
ICM feature. In these cases, you might choose a different mapping than shown in the "

" table. For example, although it might make sense to associate each VDN on a DEFINITY

ECS with a Unified ICM service, you could also map each hunt group to a service.

On an Avaya DEFINITY ECS running in EAS mode, each skill group has primary and secondary
subgroups. The system software emulates this by automatically creating additional skill groups
for these peripheral types. For example, when you configure the Sales skill group for an Avaya
DEFINITY ECS ACD, the system software automatically creates the Sales.pri and Sales.sec
skill groups in addition to the base Sales group. In monitoring and scripts, you can reference
the .pri and .sec skill groups directly or you can refer to the base skill group.

Some ACDs have limitations that prevent them from making full use of specific features of the
system software.

Refer to the Pre-installation Planning Guide for Cisco Unified ICM Enterprise and Hosted for
the current list of supported peripherals with any peripheral-specific limitations.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)