Cisco Cisco Unified CRM Connector 7.5 Installation Guide
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2. In the module manager create the module instances, based on the
module class:
Module=CTIModule,CiscoCTI
Important Note for Multi-Site Configurations: You must set a unique
module name for each module instance. Therefore, if you must create two
instances for two legacy ACDs, each must be named uniquely, however
each is still assigned the Cisco module class: CiscoCTI.
module name for each module instance. Therefore, if you must create two
instances for two legacy ACDs, each must be named uniquely, however
each is still assigned the Cisco module class: CiscoCTI.
Note: If you implemented the NULL CTI connector you will need to
comment its module instance. It is good practice to comment out the
module class definition for unused components, but this is not required.
comment its module instance. It is good practice to comment out the
module class definition for unused components, but this is not required.
Warning: If you duplicate instance definitions with the same module
name, the first defined instance will be implemented. Therefore given the
following lines in this order,
name, the first defined instance will be implemented. Therefore given the
following lines in this order,
Module=CTIModule,CTINullClass
Module=CTIModule,CiscoCTI
Module manager will create the CTINullClass instance. So be sure to
comment out any unused module instance definitions. They also consume
system resources because they are loaded but unused.
comment out any unused module instance definitions. They also consume
system resources because they are loaded but unused.
Step 5: Configure the CTIModule connection to CTI Server.
Use the saved settings to enter the CTIModule configuration. See Table
5-2: Cisco CRM Connector Configuration Keys for the configuration key
definitions. This table shows the required configuration keys.
5-2: Cisco CRM Connector Configuration Keys for the configuration key
definitions. This table shows the required configuration keys.
Example 5-1: UCCE / UCCH CTI Module Section
[
CTIModule]
Channel=XXXX – enter your four character channel name.
Server_A=<enter your side B hostname>
Port_A=<enter your CTI Server side A port>
Server_A=<enter your side B hostname>
Port_A=<enter your CTI Server side A port>
Server_B=<enter your side B hostname>
Port_B=<enter your CTI Server side B port>
PeripheralType=CISCO_CALLMAN
PeripheralID=<enter the Call Manager peripheral Id>
Port_B=<enter your CTI Server side B port>
PeripheralType=CISCO_CALLMAN
PeripheralID=<enter the Call Manager peripheral Id>
Step 6: Save the configuration file.
If you are using a text editor save the configuration file, then restart CRM
Connector Server to activate the changes. If you are using the
Administration Tool, save and activate.
Connector Server to activate the changes. If you are using the
Administration Tool, save and activate.
Configuring CRM Connector for UICM
The Unified ICM configuration may be more complex because it requires
configurations for third-party ACDs that manage agent ACD sessions. It
can also include multiples sites, which require special configuration
considerations.
configurations for third-party ACDs that manage agent ACD sessions. It
can also include multiples sites, which require special configuration
considerations.
Definition: A multi-site Unified ICM configuration is one where two or
more peripherals are served by a single PG type OR one with two or more
peripherals served by different PG types.
more peripherals are served by a single PG type OR one with two or more
peripherals served by different PG types.