Cisco Cisco IPCC Web Option Technical References
52
Post-Routing
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4.1. Routing Client Dialogs
There are two types of Routing Client dialogs that are supported between
the Aspect ACD and the PG: a two-step RC dialog and a three-step RC
dialog. The three-step Routing Client dialog provides more control when
you post-route calls using translation routing.
the Aspect ACD and the PG: a two-step RC dialog and a three-step RC
dialog. The three-step Routing Client dialog provides more control when
you post-route calls using translation routing.
To start a post-route, call processing on the Aspect ACD executes a SEND
DATA step followed by a RECEIVE DATA step. The responding Unified
ICM label is an Aspect CCT number where call processing resumes.
DATA step followed by a RECEIVE DATA step. The responding Unified
ICM label is an Aspect CCT number where call processing resumes.
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.
Note:
A responding CCT value of “000” causes the ACD to resume call
processing at the step following the RECEIVE DATA step. This response
occurs when the Route Request resulted in an error or the Routing Client
Timer expired for the pending request.
processing at the step following the RECEIVE DATA step. This response
occurs when the Route Request resulted in an error or the Routing Client
Timer expired for the pending request.
4.1.1. Route Request (Two-Step RC)
The Aspect ACD sends a route request to the PG through the SEND
DATA CCT step with one of these SUBTYPEs:
DATA CCT step with one of these SUBTYPEs:
RTE<xxxxxxxxx >
XFR<xxxxxxxxx >
Where
<xxxxxxxxx >
can specify extra routing information for the dialed
number or the Aspect Application ID.
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.
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.
4.1.2. Adjunct Route Request (Three-Step RC)
The Call Center-to-Unified ICM Routing dialog includes a 3-step Adjunct
Route Request mechanism to provide Unified ICM with more control for
calls routed by Translation Routes. The Aspect ACD begins an Adjunct
Route Request by performing a SEND DATA CCT step with the
SUBTYPE set to
Route Request mechanism to provide Unified ICM with more control for
calls routed by Translation Routes. The Aspect ACD begins an Adjunct
Route Request by performing a SEND DATA CCT step with the
SUBTYPE set to
ARR<xxxxxxxxx >,
where
<xxxxxxxxx >
can specify extra
routing information for the dialed number or the Aspect Application ID.