Cisco Cisco IP Contact Center Release 4.6.2 Technical References
Unified ICM-Required CCT Programming
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The CCT targets only a single Data Link.
The Call Center targets the message to and from the Primary Data Link if it is
ONLINE.
ONLINE.
The Call Center targets the message to and from the Backup Data Link if the
Primary Data Link is OFFLINE and the Backup Data Link is ONLINE.
Primary Data Link is OFFLINE and the Backup Data Link is ONLINE.
This setup enables redundant PG configurations to only invoke a single CCT step
to target MESSAGES to and from the Primary and Backup PGs.
to target MESSAGES to and from the Primary and Backup PGs.
2.4.1. Call Event Notifications
The Aspect Event Link interface informs a monitoring application of transitions
in Agent and Call states for actively monitored Trunk Groups and Agent Groups.
The monitoring application enables Event Notifications for the required Trunk
Groups and Agent Groups.
in Agent and Call states for actively monitored Trunk Groups and Agent Groups.
The monitoring application enables Event Notifications for the required Trunk
Groups and Agent Groups.
The following sections define cases where you need enhancements to CCTs to
properly track the transition in Call States. These steps are required to track calls
in Unified ICM where call transitions are missing on the Aspect Event Link
Interface.
properly track the transition in Call States. These steps are required to track calls
in Unified ICM where call transitions are missing on the Aspect Event Link
Interface.
The Aspect PG decodes the Application Bridge Call Information Message sub-
type to determine a call state change.
type to determine a call state change.
Note:
The Aspect Call Center’s Application Bridge Link provides a Call Disconnect
Message and a Call Transfer Message implicitly over the last Data Link that
provide call treatment on the disconnected or transferred call.
Message and a Call Transfer Message implicitly over the last Data Link that
provide call treatment on the disconnected or transferred call.
Call Offered Public (COP)
Unified ICM requires that transition in call targets be noticed when they occur.
Transition in call targets is a CALL CONTROL TABLE CCT step to a CCT that
is associated with a different Call Center Application. The Event Link Interfaces
inform the monitoring application of the new Call Center Application if the call
CONNECTS to a resource or the call QUEUES to a NEW Agent Group. If the re-
targeted call does neither of these actions, modify the CCT to include a SEND
DATA step to inform Unified ICM of the new Call Center Application
association.
Transition in call targets is a CALL CONTROL TABLE CCT step to a CCT that
is associated with a different Call Center Application. The Event Link Interfaces
inform the monitoring application of the new Call Center Application if the call
CONNECTS to a resource or the call QUEUES to a NEW Agent Group. If the re-
targeted call does neither of these actions, modify the CCT to include a SEND
DATA step to inform Unified ICM of the new Call Center Application
association.
The Call Offered Public (COP) message defines when a call is offered to an
application on the Aspect Call Center. A SEND DATA subtype set to COPxxx
defines the Call Offered Public, where xxx is the Application Number (Unified
ICM Service Peripheral Number) for the Call, as shown in Figure 9. Optionally,
an A-E variable can contain the DNIS for the call. You configure the variable in
the Call Control Variable Map field within the Unified ICM configuration tools.
application on the Aspect Call Center. A SEND DATA subtype set to COPxxx
defines the Call Offered Public, where xxx is the Application Number (Unified
ICM Service Peripheral Number) for the Call, as shown in Figure 9. Optionally,
an A-E variable can contain the DNIS for the call. You configure the variable in
the Call Control Variable Map field within the Unified ICM configuration tools.