Cisco Cisco IP Contact Center Release 4.6.2 Technical References

24 

ACD Configuration 

 

24 

 

SELECT COMMAND => acdc 
SELECT MODE:  PRINT, DISPLAY, UPDATE, TITLES => d 
SPECIFY CALL GUIDE NUMBER or - .............. => 727 
  
    ARS SCI Queue 
  
*** CALL GUIDE 727      USER GROUP 1    CALL CENTER 1     05/23/06    22:18:20 
  
*** CALL GUIDE DEFINITIONS: 
  
  
*** CALL GUIDE STEPS: 
  
STEP  TYPE 
----  ------------------------------------------------------------------------- 
1     PLAY TONE 
         TONE.....................ZIP-ZIP 
2     WAIT 
         WAIT TIME..............5 SECONDS    TONE.....................SILENCE 
3     PLAY TONE 
         TONE.....................ZIP-ZIP 
4     WAIT 
         WAIT TIME.............60 SECONDS    TONE.....................SILENCE 
5     FORWARD CALL 
         DESTINATION ...............30723 
6     LAST 
RETURN CONTINUES DISPLAY..... => 

 
 

Alerting calls on agent devices cannot be diverted to another destination 

using OAI commands. Therefore the ICM Ring-No-Answer (RONA) 

feature is not supported on the Aastra ARS Gateway. Use the call forward 

no answer feature of the Aastra PointSpan switch to forward the call to an 

ICM Application Pilot to request routing through ICM. 
 
The following steps are needed to configure RONA support for your 

Aastra ARS Gateway: 

 

Configure an ICM Application Pilot and CallGuide on the Aastra 

PointSpan switch for your RONA number. See chapter 3.4.