Cisco Cisco IPCC Web Option Technical References
ACD Configuration
25
25
25
Changes to Support Post-Routing
for more information.
Configure the Call Forward – No Answer (CFN) parameter on your
agent devices. The parameter CFN must be set to your RONA number.
The RONA timeout for the agent devices is configured in the User
Group Configuration on the Aastra PointSpan switch. Set the FNR
timer to your RONA timeout.
In ICM Script Explorer create an ICM Rona Script that handles your
RONA calls.
In ICM add your RONA number as Dialed Number and associate it to
your ICM Rona Script using a CallType.
In the Agent Desk Settings configure the Ring No Answer Time. Set
this value to 1 second below your Rona timeout.
3.7. Maintaining Your Configuration
For all changes other than deletions made to your configuration, first make
the change on the Aastra PBX, and then in the ICM Configuration. This
ensures that the PG sees configuration updates made on the Aastra PBX
systems.
If you are deleting objects, first remove references to those objects in ICM,
If you are deleting objects, first remove references to those objects in ICM,
and then delete the objects from the Aastra PBX. This ensures that deleted
objects are not used in routing decisions. For example, if you were to
remove a dialed number for a specific trunk group and DNIS, you would
first remove references to this dialed number on the ICM; this prevents
ICM from routing calls to that dialed number while you are removing the
dialed number from the ACD.