Cisco Cisco IPCC Web Option Technical References

 

 

 

ACD Configuration 

13 

Some configuration settings on the Aastra PointSpan PBX must be 

changed to ensure proper operation with the ICM software.  
This chapter describes these settings. It also provides guidelines that will 

help you maintain your Aastra PointSpan and ICM configurations. 
The following steps are needed to configure the PointSpan to work with 

the Aastra ARS Gateway: 

 

Creating an OAI Link and configuration of one or more OAI Channels 

and mirrors. 

 

Enabling your User Group for the new OAI channel 

 

Setting up Agent Devices 

 

Setting up Application Pilots and CallGuides for ICM Post-Routing or 

Translation Routing 

 

Setting up additional Application Pilots and Call Guides for local 

queuing 

 
Additional steps are needed to enable hardphone support: 

 

Setting up Agents 

 

Setting up default Agent Pilots (Skillgroups) 

 

Please note that in the following configuration screens that only

 

those 

items in BOLD reflect actual settings the user should be concerned with 

and their values. All other settings are shown for clarification and context 

purposes only and may or may not match those on the customers ACD. 

For more information on these values, refer to the Aastra Pointspan 

documentation.

 

 
 

As stated before, the Aastra ARS Gateway connects to the PointSpan PBX 

using the Open Application Interface (OAI). This interface needs to be 

enabled and properly configured on the switch.