Cisco Cisco IP Contact Center Release 4.6.2 Technical References
ACD Configuration
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3.4. Changes to Support Post-Routing
To support ICM Post-Routing, you need to set up Application Pilots and
CallGuides on the Aastra switch. These ICM Routing Application Pilots
must be configured as Dialed Numbers on ICM.
3.4.1. Application Pilots for ICM Route Requests
An ICM Route Request is sent out from the ARS Gateway to ICM when
the call is delivered to the Application Pilot. The Pilot Directory Number
must be configured as Dialed Number String in DialedNumber
Configuration.
It is important that the Application Pilot is enabled and configured for the
It is important that the Application Pilot is enabled and configured for the
correct OAI channel. Use the command ACD to setup or verify the
parameters OAM, OCC and OAP.
The CallGuide1 (CG1) defines the CallGuide started when a call hits this
The CallGuide1 (CG1) defines the CallGuide started when a call hits this
application pilot. Do not use Night CallGuides (NCG) for ICM Routing
Application Pilots. Set parameter NCG to NONE.
SELECT COMMAND => acd
SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES, CHANGE, ADMIN
=> d
PILOT DIRECTORY NUMBER, A, or ?.............. => 30023
USER GROUP................................... => 1
DISPLAY OPTION: G; P; -; or ?................ => -
PILOT 30023/1.......Pilot 30023
** AUTOMATIC CALL DISTRIBUTION DEFINITION 30023 01/11/06
10:56:25
OAM...OAI ASSOCIATED MEMBER..............YES
OCC...OAI COMMUNICATIONS NUMBER..........13
OAP...OAI APPLICATION ID.................1
CDM...CALL DISTRIBUTION METHOD...........LONGEST IDLE
*** CALL DEFLECTION CRITERIA ***
LQD...LONGEST QUEUE DURATION...........NONE
QMX...MAX QUEUE SIZE...................255
DPT...ADDITIONAL PILOT FOR DEFLECTION..NONE
CDD...CALL DEFLECTION DESTINATION......NONE
PLE...CDR PILOT EVENT ENABLED............YES
AGE...CDR AGENT EVENT ENABLED............NO
RNF...RING-NO-ANSWER FORWARD TREATMENT...RING FOREVER
MUS...PILOT MUSIC SOURCE.................CALLER'S USER GRP
MUT...HELD/TRANSFER MUSIC SOURCE.........CALLER'S USER GRP
CTM...CONTINUE MUSIC UNTIL AGENT CONNECT.NO
CAR...CALL ALERTING RING TYPE............STANDARD RING
API...ACD PROFILE INTERVALS..............5
CDI...CALL DURATION PROFILE INTERVALS....5
SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES, CHANGE, ADMIN
=> d
PILOT DIRECTORY NUMBER, A, or ?.............. => 30023
USER GROUP................................... => 1
DISPLAY OPTION: G; P; -; or ?................ => -
PILOT 30023/1.......Pilot 30023
** AUTOMATIC CALL DISTRIBUTION DEFINITION 30023 01/11/06
10:56:25
OAM...OAI ASSOCIATED MEMBER..............YES
OCC...OAI COMMUNICATIONS NUMBER..........13
OAP...OAI APPLICATION ID.................1
CDM...CALL DISTRIBUTION METHOD...........LONGEST IDLE
*** CALL DEFLECTION CRITERIA ***
LQD...LONGEST QUEUE DURATION...........NONE
QMX...MAX QUEUE SIZE...................255
DPT...ADDITIONAL PILOT FOR DEFLECTION..NONE
CDD...CALL DEFLECTION DESTINATION......NONE
PLE...CDR PILOT EVENT ENABLED............YES
AGE...CDR AGENT EVENT ENABLED............NO
RNF...RING-NO-ANSWER FORWARD TREATMENT...RING FOREVER
MUS...PILOT MUSIC SOURCE.................CALLER'S USER GRP
MUT...HELD/TRANSFER MUSIC SOURCE.........CALLER'S USER GRP
CTM...CONTINUE MUSIC UNTIL AGENT CONNECT.NO
CAR...CALL ALERTING RING TYPE............STANDARD RING
API...ACD PROFILE INTERVALS..............5
CDI...CALL DURATION PROFILE INTERVALS....5