Cisco Cisco IPCC Web Option Technical References

 

 

 

Overview 

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Each agent device can only have one line appearance. 

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Single Step Blind Transfer is not supported on Aastra Hardphones but 

is emulated in the ARS Gateway so is supported on the softphone. 

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PointSpan PBX does not provide CED call data. 

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At Aastra ARS Gateway startup and failover, calls on hold cannot be 

synchronized with ICM. The gateway is notified only that there is a 

call on hold; no further information is available. In this case, the agent 

is in talking state but has no call in the call appearance list. Retrieve 

the held call on the Aastra hardphone to synchronize with ICM. 

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3

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 party call alternate is not supported. 

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Call park / pickup are not supported. 

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Multi-ACD Line is not supported. PointSpan OAI does not provide 

events on the second line. 

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The PointSpan OAI does not send the Agent Unavailable event. 

Therefore the PointSpan agent state Unavailable is not supported in 

ICM deployments. 

 

There is no connection failover to an isolated Remote Terminal Node 

(RTN) in a centralized PG model. In this model the PG will connect to 

host PointSpan switch only. In the event of link failure between the 

host and the RTN, ICM will no longer be able to track activity on the 

RTN. 

 

Agent groups spanning RTNs are not supported. Agent groups split 

across RTNs will need to be configured as a Skill group per RTN. 

They may be consolidated for reporting/routing with the ICM 

Enterprise Skill group feature. 

 

Blind conference is not supported on the PointSpan switch. 

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Alerting calls on agent devices can not 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. 

 

Hardphone support is a feature that enables an agent to use a hard phone 

instead of (or in addition to) the software-based Agent Desktop to perform 

agent actions. Hardphones can be used in combination with soft phones. In 

this case the hardphone and Agent Desktop are synchronized. 
Agent state changes on the Aastra PointSpan hardphone are limited to 

login, logout, in-work and out-of-work. Other states (including wrapup) 

are not supported in this version of ARS Gateway.