Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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ACD Configuration
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Figure 8: PIM Configuration for Side A and Side B
As shown in Figure 8, “callcenter” is the ACD host name. The Datalink Port is
the port that was configured through the Aspect Hardware Administrator for the
associated data link ID. Leave AB backup call center and Backup EMR link ID
blank.
the port that was configured through the Aspect Hardware Administrator for the
associated data link ID. Leave AB backup call center and Backup EMR link ID
blank.
2.2. Application Bridge Configuration
Typically, an Aspect Field Engineer performs the configuration setup for the
Application Bridge connection to the PG.
Application Bridge connection to the PG.
2.3. Real-Time Bridge Configuration
Before you can configure the Real-Time Bridge access to the Aspect Call Center,
an Aspect Field Engineer must configure an Off-Board Processor Workstation.
an Aspect Field Engineer must configure an Off-Board Processor Workstation.
2.3.1. Real-Time Bridge Data Timeout Configuration
There is a timeout value in the registry in the following key:
Cisco\ICM\Customer\NodeName\PG\CurrentVersion\PIMS\ProcessName\
AspPIMData\Dynamic
AspPIMData\Dynamic
The key has the following entries:
SwitchDataWaitTimeout. Real-Time Bridge default timeout value for
determining if the socket connection from the PIM to the Real-Time Bridge is
unable to process data messages. The PIM checks during switch events if the
switch data is not received for the timeout period. If the PIM receives no data
messages during this period, the socket connection aborts and restarts. If this
failure occurs a second time, the PIM restarts if the
RestartPIMOnSecondRTBFailure is set to true (1) in the registry. The default
value for this parameter is 30 seconds.
determining if the socket connection from the PIM to the Real-Time Bridge is
unable to process data messages. The PIM checks during switch events if the
switch data is not received for the timeout period. If the PIM receives no data
messages during this period, the socket connection aborts and restarts. If this
failure occurs a second time, the PIM restarts if the
RestartPIMOnSecondRTBFailure is set to true (1) in the registry. The default
value for this parameter is 30 seconds.
RestartPIMOnSecondRTBFailure. Real-Time Bridge value (Boolean) used
to determine if the PIM restarts on a second consecutive failure to read from
the Real-Time Bridge. Use this option to prevent the socket connection to the
Real-Time Bridge from hanging during a read attempt. The default value is
zero (0). With the default value, the PIM does not restart on a second
consecutive failure.
to determine if the PIM restarts on a second consecutive failure to read from
the Real-Time Bridge. Use this option to prevent the socket connection to the
Real-Time Bridge from hanging during a read attempt. The default value is
zero (0). With the default value, the PIM does not restart on a second
consecutive failure.
2.4. Unified ICM-Required CCT Programming
The following sections describe the modifications to the Call Center CCTs to
enable the Aspect Call Center to function with Unified ICM.
enable the Aspect Call Center to function with Unified ICM.
Note:
Aspect Call Center provides support for a Redundant Data Link configuration.
When implementing CCT modifications for a redundant PG, keep the following
points in mind:
When implementing CCT modifications for a redundant PG, keep the following
points in mind: