Cisco Cisco IPCC Web Option Technical References
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ACD Configuration
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the DNIS associated with the call. The Variable Map Configuration string
configures the variable.
configures the variable.
4
SEND DATA
LINK # >12 SUBTYPE
MSG37 VAR LIST A-E
ON ERROR, EXECUTE STEP # 5
Figure 14: Call Connected to Voice Msg (MSG)
2.5. Changes to Support Post-Routing
To support Post-Routing on the Aspect Call Center, program a CCT to perform a
Route SEND DATA step followed by a RECEIVE DATA step. The Route SEND
DATA step contains one of these subtypes:
Route SEND DATA step followed by a RECEIVE DATA step. The Route SEND
DATA step contains one of these subtypes:
RTE<xxxxxxxxx >
XFR<xxxxxxxxx >
ARR<xxxxxxxxx >
Where <xxxxxxxxx > can specify more routing information about the dialed
number or the Aspect Application ID. The Call Control Variable Map field
defines the Aspect variable that specifies the dialed number within the Unified
ICM configuration tools.
number or the Aspect Application ID. The Call Control Variable Map field
defines the Aspect variable that specifies the dialed number within the Unified
ICM configuration tools.
Post-Routing on the Aspect PG is broken into two types of Routing Client
Dialogs. The RTE and XFR SEND DATA Steps define a two-step Routing Client
Dialog. The ACD makes the route request and receives a response. The ARR
SEND DATA Step defines a three-step Routing Client Dialog. The ACD makes
the route request, receives a response, and then informs the PG when the route
selected by Unified ICM is used.
Dialogs. The RTE and XFR SEND DATA Steps define a two-step Routing Client
Dialog. The ACD makes the route request and receives a response. The ARR
SEND DATA Step defines a three-step Routing Client Dialog. The ACD makes
the route request, receives a response, and then informs the PG when the route
selected by Unified ICM is used.
2.5.1. Route Call Request Message (CIM)
In Figure 15, the Call Center variable D contains the DNIS. The CallRouter uses
that variable as the called number.
that variable as the called number.
1
SEND DATA
LINK # >12 SUBTYPE RTE191 VAR LIST A-E
ON ERROR, EXECUTE STEP # 3
Figure 15: Route Call Request Example
2.5.2. Transfer Call Request Message (CIM)
In Figure 16, Unified ICM dialed number for the transfer request is extracted
from the SUBTYPE field of the SEND DATA request (XFRSALES).
from the SUBTYPE field of the SEND DATA request (XFRSALES).
1
SEND DATA
LINK # >12 SUBTYPE XFRSALES VAR LIST A-E
ON ERROR, EXECUTE STEP # 3
Figure 16: Transfer Call Request Example
2.5.3. Adjunct Route Request Message (ARR)
In Figure 17, the Unified ICM dialed number for the transfer request is extracted
from the SUBTYPE field of the SEND DATA request (ARRSALES).
from the SUBTYPE field of the SEND DATA request (ARRSALES).