Cisco Cisco Unified Contact Center Enterprise 9.0(2) Maintenance Manual
ACMI CRS PIM ( IPCC Express Child )
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\< customer_instance
>\PG{n}[A|B]\PG\CurrentVersion\PIMS\pim{n}\ACMIData\Config\MaxSkills
ERI PG:
For ERI deployments, modify the following registry key on your ERI PGs to include the new
value. A change to the registry will require that the PG service be restarted.
value. A change to the registry will require that the PG service be restarted.
ER Service PIM
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<
customer_instance
>\PG{n}[A|B]\PG\CurrentVersion\PIMS\pim{n}\ERSData\Config\MaxSkills
About Network Transfer for IVRs
When a call is transferred from an IVR (for example, IP IVR) to an agent and that agent wants
to transfer the call to another agent, the transfer can be made either from the agent’s IP phone
or the agent desktop.
to transfer the call to another agent, the transfer can be made either from the agent’s IP phone
or the agent desktop.
Transfers made from the:
•
IP phone are made using CTI route points that point to an ICM/IPCC script.
•
Agent desktop are made using the Dialed Number Plan.
For network transfer from either the IP phone or the CTI Toolkit Agent Desktop (Win32), you
must queue the call to the skill group in the first ICM/IPCC script; for example, “NetXfer1,”
to create the call context. In this script, the “networkTransferEnabled” flag must be set to “1.”
must queue the call to the skill group in the first ICM/IPCC script; for example, “NetXfer1,”
to create the call context. In this script, the “networkTransferEnabled” flag must be set to “1.”
About IPCC Enterprise Routing
To understand how IPCC Enterprise routes voice call, you must understand the concepts of
routing operation and routing configuration.
routing operation and routing configuration.
About Routing Operation
To understand how IPCC Enterprise routing occurs, you must understand these concepts:
•
The Routing Client: The IPCC Enterprise component that submits a route request to the
Central Controller.
Central Controller.
In IPCC Enterprise configurations, the routing client can be:
–
The Unified CM PG or System IPCC Agent/IVR Controller
–
An interexchange carrier (IXC)
IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)
21
Chapter 2: Configuring CTI OS and CAD Desktop Features
About Network Transfer for IVRs