Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Routing Client Dialogs
53
53
53
The following information is extracted from the Application Bridge
Message that is generated from the SEND DATA step.
Message that is generated from the SEND DATA step.
Called number (typically the DNIS) from A-E variables or Sub-type
string. The DN (called number) is taken from variable C if a value is
present in this variable. Otherwise, the step gets the DN from the
subtype field.
present in this variable. Otherwise, the step gets the DN from the
subtype field.
Last set of collected digits (CED) (if any) from A-E variables.
DNIS chars (optional) from A-E variables.
Call ID.
Trunk Instrument or Agent Instrument number.
See also:
See “Peripheral Call Control Variable Map” in Chapter 3, “Unified ICM
Configuration,” for more information on the Aspect A-E variable
definitions.
Configuration,” for more information on the Aspect A-E variable
definitions.
4.1.3. Adjunct Route End/Timeout
In the second step of an Adjunct Route Request, the PG responds to the
Aspect Call Center with a CCT. The CCT specifies where call processing
resumes for the call that is associated with the ARR request. The steps for
the response to the ARR request are similar to the steps in the “Route
Select,” section with the following requirements:
Aspect Call Center with a CCT. The CCT specifies where call processing
resumes for the call that is associated with the ARR request. The steps for
the response to the ARR request are similar to the steps in the “Route
Select,” section with the following requirements:
To terminate the Adjunct Route Request routing dialog, the Call
Center issues an Adjunct Route End or Adjunct Route Timeout to the
PG.
Center issues an Adjunct Route End or Adjunct Route Timeout to the
PG.
For the Call Center to indicate the Route Select that Unified ICM
chose, the CCT for the response performs a SEND DATA CCT step
with the SUBTYPE set to
chose, the CCT for the response performs a SEND DATA CCT step
with the SUBTYPE set to
ARE<xxxxxxxxx >,
where
<xxxxxxxxx >
specifies the Aspect Application ID for the CCT. The ARE step
informs the PG that the Routing Client Dialog for the previously
routed call has terminated.
informs the PG that the Routing Client Dialog for the previously
routed call has terminated.
For the Call Center to indicate to the PG that the Routing Dialog has
timed out, the CCT Step after the RECEIVE DATA contains a SEND
DATA with the SUBTYPE set to
timed out, the CCT Step after the RECEIVE DATA contains a SEND
DATA with the SUBTYPE set to
ART<xxxxxxxxx >,
where
<xxxxxxxxx >
specifies the Aspect ApplicationID for the CCT.
The Call Center uses both the ARE and ART to inform the PG that the
routing dialog has terminated. These messages are the third and final
step involved with Adjunct Route Request.
routing dialog has terminated. These messages are the third and final
step involved with Adjunct Route Request.
4.1.4. Route Select
The PG receives the selected route information from the CallRouter. The
PG then converts the route into a Call Information Response message for
the Aspect ACD. The PG directs the Call Information Response message
to a call blocked on a RECEIVE DATA CCT step. The resulting Label
corresponds to a CCT number as defined by the Aspect Call Center. When
the Aspect ACD receives the Call Information Response message, call
processing resumes at the CCT specified in the message.
PG then converts the route into a Call Information Response message for
the Aspect ACD. The PG directs the Call Information Response message
to a call blocked on a RECEIVE DATA CCT step. The resulting Label
corresponds to a CCT number as defined by the Aspect Call Center. When
the Aspect ACD receives the Call Information Response message, call
processing resumes at the CCT specified in the message.