Cisco Cisco IP Contact Center Release 4.6.2 Technical References
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Overview
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1.2.1. Supported Unified ICM Features
The Aspect Call Center ACD supports the following Unified ICM
features:
features:
Pre-Routing
Post-Routing
Enterprise CTI (includes third-party call control)
1
Agent reporting
Redundant PG implementation
Unified ICM Web Option
Redundant CMI Server implementation
2
1.2.2. Multiple Application Support
Multiple applications applying treatment to a call can require Unified ICM
Application Bridge Server to distribute the Call Disconnect and Call
Transfer Messages (CDM/CTM). The Application Bridge Server allows
multiple applications to share the Aspect Application Bridge.
Application Bridge Server to distribute the Call Disconnect and Call
Transfer Messages (CDM/CTM). The Application Bridge Server allows
multiple applications to share the Aspect Application Bridge.
See also:
For more information, see “
,” earlier in
this chapter.
1.2.3. ACD Restrictions
The Aspect ACD limits agents to one skill group assignment per agent.
1
For third-party call control, the Aspect Call Center ACD must be running the
Application Bridge Event Link interface.
2
The Redundant CMI Server support is available from ICM 7.0 SR1 onwards