Cisco Cisco Unified CRM Connector 7.5 Installation Guide
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Table 3-5: Agent Manager Keys
Key
Valid Values
Meaning / Use
SuppressPendingWorkModeChange True
False
Defines whether to raise a
work mode changed event
but the connector reports
but the connector reports
“active work,” case sensitive.
RaiseNewWorkEventForUnknown-
WorkTops
WorkTops
True
False
False
Change this setting only if
directed by Cisco TAC
directed by Cisco TAC
support.
Work Manager Section
The work manager section has no configuration keys.
Data Store Section
The Data Store maintains contact associated data. This includes standard
call information such as ANI and DNIS, customer entered digits, IVR data
and bookmarks, and other information used to transfer agent work context
from the CRM business application with calls.
call information such as ANI and DNIS, customer entered digits, IVR data
and bookmarks, and other information used to transfer agent work context
from the CRM business application with calls.
This makes the Data Store a critical component, with a central role in the
major contact center functions: presenting the screen pop and coordinating
call information and context between the voice channel and the business
application.
major contact center functions: presenting the screen pop and coordinating
call information and context between the voice channel and the business
application.
Because of this central role and the need to coordinate information across
multi-channel, multi-instance deployments, there are two configurations
for the Data Store: the stand-alone Data Store and the shared Data Store.
multi-channel, multi-instance deployments, there are two configurations
for the Data Store: the stand-alone Data Store and the shared Data Store.
The stand-alone Data Store is used in single instance deployments of the
CRM Connector Server; where all the services and information can be
managed in a single instance. This Data Store is configured as an in-
process module for the CRM Connector Server service CMService.
CRM Connector Server; where all the services and information can be
managed in a single instance. This Data Store is configured as an in-
process module for the CRM Connector Server service CMService.
The shared Data Store has remoting features that allow it to hold data for
and communicate with one, two or more CRM Connector Servers. It is
implemented for either of two reasons:
and communicate with one, two or more CRM Connector Servers. It is
implemented for either of two reasons:
o
In order to scale a single-instance for large centers. The Data Store
keeps call information in memory, which may reduce performance
with large volumes of calls, high rates of transfers, or applications that
transfer large amounts of information. By remoting the Data Store, it
can reside on its own CRM Connector Server instance, with the
connector and adapter running on their own instance.
with large volumes of calls, high rates of transfers, or applications that
transfer large amounts of information. By remoting the Data Store, it
can reside on its own CRM Connector Server instance, with the
connector and adapter running on their own instance.
o
For transferring calls with context in centers with multiple CRM
Connector Servers supporting multiple sites or multiple instances. The
shared Data Store may reside on a single CRM Connector Server
instance or it may reside on its own CRM Connector Server instance
shared Data Store may reside on a single CRM Connector Server
instance or it may reside on its own CRM Connector Server instance
You may configure more than one shared data store for an enterprise
contact center. Each shared data store establishes a group of users,
application adapters and channel connectors that can share call data and
transfer calls with data context.
contact center. Each shared data store establishes a group of users,
application adapters and channel connectors that can share call data and
transfer calls with data context.