Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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Unified ICM Configuration
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equivalent to the combination of DNIS and the trunk groups through
which the incoming calls arrive.
which the incoming calls arrive.
3.11. Translation Route Configuration
Translation routes require no special Unified ICM configuration.
Translation routes are supported on the Aspect PG. You can use translation
routes to pass caller information to Aspect (for example, ANI or Network
CED).
Translation routes are supported on the Aspect PG. You can use translation
routes to pass caller information to Aspect (for example, ANI or Network
CED).
3.12. Routing Client Configuration
Leave the Configuration Parameters field in the Routing Client
Configuration window blank. No information is required in this field.
Configuration window blank. No information is required in this field.
See also:
For more information on Routing Client configuration and Post-Routing,
see Chapter 4, “Post-Routing.”
see Chapter 4, “Post-Routing.”
3.13. Application Bridge Server
The Aspect Application Bridge provides the Call Disconnect Message
(CDM) or Call Transfer Message (CTM) only to the last data link that
handled the call. The lack of these messages can cause Unified ICM to
leave call states hanging until certain recovery checks are enabled. This
situation can cause other applications that monitor a call to miss a CDM or
CTM.
(CDM) or Call Transfer Message (CTM) only to the last data link that
handled the call. The lack of these messages can cause Unified ICM to
leave call states hanging until certain recovery checks are enabled. This
situation can cause other applications that monitor a call to miss a CDM or
CTM.
To work around the loss of CDM and CTM messages, Cisco provides a
server process for the Application Bridge. The Application Bridge Server
(ABS) ensures that all applications that track a call receive a CDM or
CTM for the disconnected or transferred call.
server process for the Application Bridge. The Application Bridge Server
(ABS) ensures that all applications that track a call receive a CDM or
CTM for the disconnected or transferred call.
Note:
The PG does not rely on the CDM or CTM messages. So, you require the
ABS if the Call Center invokes SEND DATA steps to the PG to work
around missing Event Link Notifications of calls. You also use the ABS if
the Call Center performs a post-route request to the PG after another
application was informed of the call over another data link.
ABS if the Call Center invokes SEND DATA steps to the PG to work
around missing Event Link Notifications of calls. You also use the ABS if
the Call Center performs a post-route request to the PG after another
application was informed of the call over another data link.
3.13.1. ABS Client
The Application Bridge Server uses the Windows registry to configure the
list of clients to monitor. You add clients through the ABS setup
procedure.
list of clients to monitor. You add clients through the ABS setup
procedure.
When using ABS with redundant Aspect Event PIMs, also change the
OPC-configured timeout (PIMConfiguredTimeout) on the PG systems to
at least 90 seconds. When ABS toggles between the sides on connection
failures, this setting gives the PIMs enough time to connect to the ABS and
fully establish their links to the Call Center. You can change the OPC-
configured timeout in the following registry location:
OPC-configured timeout (PIMConfiguredTimeout) on the PG systems to
at least 90 seconds. When ABS toggles between the sides on connection
failures, this setting gives the PIMs enough time to connect to the ABS and
fully establish their links to the Call Center. You can change the OPC-
configured timeout in the following registry location:
\Cisco\ICM\CustomerName\PG1A\PG\CurrentVersion\OPC\PIMConfiguredTimeout
Once the client name is entered, update the registry information for your
client. Update the information in the following registry key:
client. Update the information in the following registry key: