Cisco Cisco IPCC Web Option Technical References
ACD Interface Requirements
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and another set of addresses (OBP and AB) on the ACD. In redundant PG
configurations, both PGs must use the same OBP and AB network
addresses on the ACD. Only one side of the redundant PG pair can have an
active Application Bridge and Real-Time Bridge connection.
configurations, both PGs must use the same OBP and AB network
addresses on the ACD. Only one side of the redundant PG pair can have an
active Application Bridge and Real-Time Bridge connection.
1.1.3. Application Bridge
The PG monitors agent and call activity on the Aspect ACD through the
Application Bridge Event Link Interfaces. This connection also supports
Unified ICM Post-Routing capabilities.
Application Bridge Event Link Interfaces. This connection also supports
Unified ICM Post-Routing capabilities.
Note:
Unified ICM supports only the TCP/IP version of the Application
Bridge.
The Application Bridge Event Link Interface is an Aspect software
package. The Event Link provides a set of unsolicited messages from
the Application Bridge that indicate changes in agent “can call” state.
The Application Bridge must be installed and enabled in order for
Unified ICM to run.
package. The Event Link provides a set of unsolicited messages from
the Application Bridge that indicate changes in agent “can call” state.
The Application Bridge must be installed and enabled in order for
Unified ICM to run.
The Aspect Application Bridge Interface and the Contact Server
(CMI) Interface does not support device status query. So, call
survivability does not exist at Unified ICM during PIM failures.
survivability does not exist at Unified ICM during PIM failures.
1.1.4. Real-Time Bridge
Unified ICM requires that you install and enable the Real-Time Bridge
software option. The Aspect Real-Time Bridge is an Aspect software
package that provides access to miscellaneous aggregated data on the
Aspect ACD about calls and agents. The PG retrieves data from the Real-
Time Bridge through Aspect-proprietary, SQL-like queries. The PG
receives responses to its queries every three seconds. That rate is the
minimum refresh rate supported by Aspect. The data retrieved through the
Real-Time Bridge supports Unified ICM call routing and real-time
reporting.
software option. The Aspect Real-Time Bridge is an Aspect software
package that provides access to miscellaneous aggregated data on the
Aspect ACD about calls and agents. The PG retrieves data from the Real-
Time Bridge through Aspect-proprietary, SQL-like queries. The PG
receives responses to its queries every three seconds. That rate is the
minimum refresh rate supported by Aspect. The data retrieved through the
Real-Time Bridge supports Unified ICM call routing and real-time
reporting.
1.1.5. Optional Application Bridge Server
The Aspect Application Bridge provides a Call Disconnect Message
(CDM) or Call Transfer Message (CTM) only to the last Application
Bridge data link that handled the call. This behavior can cause other
monitoring applications to miss a CDM or CTM. The loss of a CDM or
CTM can leave call states hanging until certain recovery checks are
enabled.
(CDM) or Call Transfer Message (CTM) only to the last Application
Bridge data link that handled the call. This behavior can cause other
monitoring applications to miss a CDM or CTM. The loss of a CDM or
CTM can leave call states hanging until certain recovery checks are
enabled.
To avoid the loss of CDM and CTM messages, Cisco
provides the
Application Bridge Server (ABS) option. The Cisco Application Bridge
Server ensures that all applications that track a call receive a CDM or
CTM for disconnected or transferred calls.
For example, assume that one data link informs an application of a call.
The Aspect Call Center ACD performs a Unified ICM post-route request
to the PG over another data link. Without the ABS, the monitoring
application misses the Call Transfer Message or Call Disconnect Message.
Server ensures that all applications that track a call receive a CDM or
CTM for disconnected or transferred calls.
For example, assume that one data link informs an application of a call.
The Aspect Call Center ACD performs a Unified ICM post-route request
to the PG over another data link. Without the ABS, the monitoring
application misses the Call Transfer Message or Call Disconnect Message.