Cisco Cisco IPCC Web Option Technical References
ARS Feature Support
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Enterprise, this manual describes the required additional Unified ICM and
Avaya PBX configuration required.
Avaya PBX configuration required.
1.6.6. Hard Phone/Soft Phone Support
Hard phone support is a feature that enables an agent to use a hard phone (an
actual telephone) instead of (or in addition to) the software-based soft
phones to perform agent actions (log in, log out, change states, answer calls,
etc.). Hard phones can be used in combination with soft phones. In this case,
the hard phone and soft phone are synchronized.
actual telephone) instead of (or in addition to) the software-based soft
phones to perform agent actions (log in, log out, change states, answer calls,
etc.). Hard phones can be used in combination with soft phones. In this case,
the hard phone and soft phone are synchronized.
When the hard phone and soft phone are synchronized, they look like a
single device to the Unified ICM system and the user. For example, using
the hard phone to log in an agent will cause Unified ICM to see the agent as
logged in and the soft phone to display results as if the agent had logged in
using the soft phone. The synchronization is performed for agent state
activities and call related actions. Agent state activities include logging in,
changing state, and logging out. Call related actions include answering,
transferring, conferencing, holding, and releasing calls.
single device to the Unified ICM system and the user. For example, using
the hard phone to log in an agent will cause Unified ICM to see the agent as
logged in and the soft phone to display results as if the agent had logged in
using the soft phone. The synchronization is performed for agent state
activities and call related actions. Agent state activities include logging in,
changing state, and logging out. Call related actions include answering,
transferring, conferencing, holding, and releasing calls.
Hard phone/soft phone synchronization is performed through special
configuration in both Unified ICM and the Avaya PBX. Unified ICM needs
to know which hard phone devices need to be synchronized. This is done
with a configuration parameter in the Device Target configuration. The
Avaya PBX will need an agent skill group/hunt group set up so agents can
log in using their hard phone. Avaya agents will also need to be defined on
the PBX that have the same agent ID as those used in the Unified ICM
configuration. These agents are then assigned to the Avaya skill group.
configuration in both Unified ICM and the Avaya PBX. Unified ICM needs
to know which hard phone devices need to be synchronized. This is done
with a configuration parameter in the Device Target configuration. The
Avaya PBX will need an agent skill group/hunt group set up so agents can
log in using their hard phone. Avaya agents will also need to be defined on
the PBX that have the same agent ID as those used in the Unified ICM
configuration. These agents are then assigned to the Avaya skill group.
When using the hard phone to change state, the agent is encouraged to pick
up, then quickly hang up (this is referred to as “jiggling” the phone). This
action alerts the software to check the agent’s new state and report it to
Unified ICM immediately.
up, then quickly hang up (this is referred to as “jiggling” the phone). This
action alerts the software to check the agent’s new state and report it to
Unified ICM immediately.
Note:
If an agent logs in via his (or her) hard phone, his (or her) soft phone will
not reflect this change of state. In fact, the PIM will log the agent out again
(on the switch) if the agent does not log in via the soft phone. Once the
agent logs in with the soft phone, the agent states will be synchronized.
not reflect this change of state. In fact, the PIM will log the agent out again
(on the switch) if the agent does not log in via the soft phone. Once the
agent logs in with the soft phone, the agent states will be synchronized.
1.6.7. Virtual VRU Scripts
In the absence of an attached VRU, the Avaya PBX can act as a VRU and
run Virtual VRU scripts via Unified ICM routing scripts.
run Virtual VRU scripts via Unified ICM routing scripts.
A VVRU script is a specially configured VDN on the Avaya PBX.
The VDNs run one or more Avaya vectors to offer call treatment to the
caller. The vectors may play announcements via announcement boards,
collect digits from the caller, and play music-on-hold. When the VVRU
script is done, another special VDN is called which returns the script’s result
to the Unified ICM script that executed the VVRU script.
caller. The vectors may play announcements via announcement boards,
collect digits from the caller, and play music-on-hold. When the VVRU
script is done, another special VDN is called which returns the script’s result
to the Unified ICM script that executed the VVRU script.