Cisco Cisco IPCC Web Option Technical References
ACD Configuration
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3.4.2. Call Guides for ICM Route Requests
In the CallGuides for ICM Routing Application Pilots, the call handling is
defined in case the ICM Route Request fails.
Begin the script with a WAIT 5 step to allow ICM to find a target for this
Begin the script with a WAIT 5 step to allow ICM to find a target for this
call and transfer the call to the new destination. After the WAIT step, you
can define the default call handling if there is no answer to the ICM Route
Request within the wait time. For example, you can play an
announcement, divert the call to a default service, or disconnect the call.
SELECT COMMAND => acdc
SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES => d
SPECIFY CALL GUIDE NUMBER or - .............. => 200
ICM Route Request Call Guide
*** CALL GUIDE 200 USER GROUP 1 CALL CENTER 1 11/25/05 11:37:18
*** CALL GUIDE DEFINITIONS:
*** CALL GUIDE STEPS:
STEP TYPE
---- -------------------------------------------------------------------------
1 WAIT
WAIT TIME..............5 SECONDS TONE.....................SILENCE
2 PLAY TONE
TONE....................RE-ORDER DURATION..............10 SECONDS
3 DISCONNECT CALL
4 LAST
SPECIFY CALL GUIDE NUMBER or - .............. =>
SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES => d
SPECIFY CALL GUIDE NUMBER or - .............. => 200
ICM Route Request Call Guide
*** CALL GUIDE 200 USER GROUP 1 CALL CENTER 1 11/25/05 11:37:18
*** CALL GUIDE DEFINITIONS:
*** CALL GUIDE STEPS:
STEP TYPE
---- -------------------------------------------------------------------------
1 WAIT
WAIT TIME..............5 SECONDS TONE.....................SILENCE
2 PLAY TONE
TONE....................RE-ORDER DURATION..............10 SECONDS
3 DISCONNECT CALL
4 LAST
SPECIFY CALL GUIDE NUMBER or - .............. =>
3.4.3. Translation Routing
For Translation Route targets, the same switch configuration is needed as
for an Application Pilot for ICM Route Requests as described in chapter
3.4.1.
On ICM, the configuration is different. Create an ICM translation route
On ICM, the configuration is different. Create an ICM translation route
and add all Translation Route target DNIS values in Peripheral Monitor
table.