Cisco Cisco E-Mail Manager Unity Integration Option Technische Referenzen
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Overview
External queue points are configured in the same manner as in Unified CCE.
Note:
Avaya ACD Queues are not supported. All calls need to be routed by
Unified ICM.
Unified ICM.
1.6.2. Pre-Routing
For traditional physical ACDs, Unified ICM routes are a collection of
peripheral targets. For the Avaya ARS PG, device targets are used to
indicate individual agents to whom calls can be Pre-Routed. Peripheral
targets are used to indicate VDNs on the Avaya PBX that are used for
Translation and Post-Route points. (Calls can be Pre-Routed to an Avaya
VDN to enable Post-Routing as well).
peripheral targets. For the Avaya ARS PG, device targets are used to
indicate individual agents to whom calls can be Pre-Routed. Peripheral
targets are used to indicate VDNs on the Avaya PBX that are used for
Translation and Post-Route points. (Calls can be Pre-Routed to an Avaya
VDN to enable Post-Routing as well).
If the calls are to be sent to an agent on the Avaya PBX, you must configure
routes to route directly to the Avaya agent phones. A label must be
configured for each destination (each agent telephone/device target) to which
calls are routed by the routing client. If Agent Targeting Rules are used, the
label configuration will not be required.
routes to route directly to the Avaya agent phones. A label must be
configured for each destination (each agent telephone/device target) to which
calls are routed by the routing client. If Agent Targeting Rules are used, the
label configuration will not be required.
To route calls to an internal resource, such as an agent telephone, you must
create a label that contains the extension number on the Avaya PBX.
create a label that contains the extension number on the Avaya PBX.
To route calls to an external resource, you must create a label that contains
the number that would be dialed from a phone on the Avaya PBX to reach
that external resource.
the number that would be dialed from a phone on the Avaya PBX to reach
that external resource.
1.6.3. Post-Routing
Post-Routing by using the Avaya PBX as a VRU is enabled with special
configuration in Unified ICM and on the Avaya PBX. A special VDN on the
switch is configured in Unified ICM to act as a Post-Routing entry point on
the switch. The VDN that is created on the switch causes the Gateway to ask
the Call Router for a destination for the call.
configuration in Unified ICM and on the Avaya PBX. A special VDN on the
switch is configured in Unified ICM to act as a Post-Routing entry point on
the switch. The VDN that is created on the switch causes the Gateway to ask
the Call Router for a destination for the call.
After creating a Post-Route VDN on the Avaya PBX, add a dialed number to
the routing client for the peripheral in the Unified ICM corresponding to the
VDN’s extension. You must also configure all the other normal Unified ICM
items associated with Post-Routing, such as call types, labels, scripts, etc.
the routing client for the peripheral in the Unified ICM corresponding to the
VDN’s extension. You must also configure all the other normal Unified ICM
items associated with Post-Routing, such as call types, labels, scripts, etc.
1.6.4. Translation Routing
Translation route with traditional ACDs allows the Unified ICM to pass data
along with a call even when the call is delivered to a generic resource at an
ACD, such as a queue or an application. In Avaya ARS PG, translation
routes are used to queue a call temporarily at a CTI route point and then send
it to the appropriate available agent along with any data associated with that
call. In order to accomplish translation routing on the Avaya ARS PG,
special configuration (similar to Post-Routing configuration) is required.
along with a call even when the call is delivered to a generic resource at an
ACD, such as a queue or an application. In Avaya ARS PG, translation
routes are used to queue a call temporarily at a CTI route point and then send
it to the appropriate available agent along with any data associated with that
call. In order to accomplish translation routing on the Avaya ARS PG,
special configuration (similar to Post-Routing configuration) is required.
1.6.5. Configuration
Special configuration is required in both Unified ICM and on the Avaya
PBX to support ARS functionality. In addition to the configuration discussed
in the ARI Deployment Guide for Cisco Unified Intelligent Contact Manager
PBX to support ARS functionality. In addition to the configuration discussed
in the ARI Deployment Guide for Cisco Unified Intelligent Contact Manager