Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Skill Group Configuration
43
43
43
3.3. Trunk Group Configuration
Trunk Groups for the Aspect ACD require no special configuration
information. The Unified ICM and Aspect Trunk Group mapping is as
follows:
information. The Unified ICM and Aspect Trunk Group mapping is as
follows:
Unified ICM
Aspect
Trunk Group
Trunk Group
Trunk Group Peripheral
Number
Number
Trunk Group number (for example, Trunk
Group 5)
Group 5)
Trunk Group Extension
(Not used by Aspect PG)
3.4. Trunk Configuration
The Aspect ACD trunk instrument number monitors Call Event
notification, for both inbound and outbound ACD calls. For Unified ICM
to properly monitor ACD calls, configure all individual trunks and their
corresponding Trunk Group assignments in the Unified ICM database. If
the PG is informed of a call with an unknown Trunk Instrument number, a
Unified ICM Event is logged.
notification, for both inbound and outbound ACD calls. For Unified ICM
to properly monitor ACD calls, configure all individual trunks and their
corresponding Trunk Group assignments in the Unified ICM database. If
the PG is informed of a call with an unknown Trunk Instrument number, a
Unified ICM Event is logged.
The Trunk Instrument Number as defined on the ACD (for example,
Instrument 5) is the Unified ICM Trunk Peripheral Number.
Instrument 5) is the Unified ICM Trunk Peripheral Number.
3.5. Service Configuration
Unified ICM and Aspect Service mapping is as follows:
Unified ICM
Aspect
Service
Application
Service Peripheral Number
Application Number
The Service Peripheral Number is the Application Number as defined by
the Aspect ACD. You can set the Peripheral Service Level to one of the
four Aspect Peripheral Service Levels. The Peripheral Service Level
corresponds to the Applications Service Level.
the Aspect ACD. You can set the Peripheral Service Level to one of the
four Aspect Peripheral Service Levels. The Peripheral Service Level
corresponds to the Applications Service Level.
3.6. Skill Group Configuration
Unified ICM and Aspect Skill Group mapping is as follows:
Unified ICM
Aspect
Skill Group
Agent Group
Skill Group Peripheral Number
Agent Group Number
Skill Group Extension
(Not used by Aspect PG)