Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
22
ACD Configuration
22
1
MOVE
CONTENTS OF VARIABLE [#] TO VARIABLE [D]
2
SEND DATA
LINK # >12 SUBTYPE COP34 VAR LIST A-E
ON ERROR, EXECUTE STEP # 3
Figure 9: Call Offered Public SEND DATA Message
Call Service Map (CSM)
The CSM is similar to the COP message. However, the CSM enables the script
developers to override the Call Center Application (Unified ICM Service
Peripheral Number) for the call. A SEND DATA subtype set to CSMxxxxx
defines the Call Service Map, where xxxxx is the Application Number (Unified
ICM Service Peripheral Number) for the Call, as shown in Figure 10. 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.
developers to override the Call Center Application (Unified ICM Service
Peripheral Number) for the call. A SEND DATA subtype set to CSMxxxxx
defines the Call Service Map, where xxxxx is the Application Number (Unified
ICM Service Peripheral Number) for the Call, as shown in Figure 10. 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.
The Call Service Map (CSM) SEND DATA step informs Unified ICM to
disregard the Application Number reported over the Event Bridge while
processing events. For example, in Figure 10, the SEND DATA step with the
CSM12345 subtype associates the call to Unified ICM Service with the Peripheral
Number of 12345. The Peripheral Number specified in the SUBTYPE field can
be up to five digits. Unified ICM associates the call with Service Peripheral
Number 12345 regardless of what the Application Bridge and Event Bridge report
as the application mapping on the switch. To change the Service Mapping of a
call that executed a CSM SEND DATA step, the call must execute another Send
Data Step with a new CSM Service Peripheral Number.
disregard the Application Number reported over the Event Bridge while
processing events. For example, in Figure 10, the SEND DATA step with the
CSM12345 subtype associates the call to Unified ICM Service with the Peripheral
Number of 12345. The Peripheral Number specified in the SUBTYPE field can
be up to five digits. Unified ICM associates the call with Service Peripheral
Number 12345 regardless of what the Application Bridge and Event Bridge report
as the application mapping on the switch. To change the Service Mapping of a
call that executed a CSM SEND DATA step, the call must execute another Send
Data Step with a new CSM Service Peripheral Number.
1
MOVE
CONTENTS OF VARIABLE [#] TO VARIABLE [D]
2
SEND DATA
LINK # >12 SUBTYPE CSM12345 VAR LIST A-E
ON ERROR, EXECUTE STEP # 3
Figure 10: Call Service Map SEND DATA Message
New Transaction (NEW)
The Aspect Event Link interface provides no indication of when the Call Center
CCT has invoked the NEW TRANSACTION CCT step. The NEW
TRANSACTION CCT step causes the Call Center to terminate the call as defined
by its current CallID and create a new Call instance (CallID).
CCT has invoked the NEW TRANSACTION CCT step. The NEW
TRANSACTION CCT step causes the Call Center to terminate the call as defined
by its current CallID and create a new Call instance (CallID).
To inform Unified ICM of calls passing through a NEW TRANSACTION CCT
step, modify the CCT to include a SEND DATA step with a subtype set to
NEWxxx, where xxx is the Application Number (Unified ICM Service Peripheral
Number) for the call, as shown in Figure 11. 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.
step, modify the CCT to include a SEND DATA step with a subtype set to
NEWxxx, where xxx is the Application Number (Unified ICM Service Peripheral
Number) for the call, as shown in Figure 11. 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.
4
SEND DATA
LINK # >12 SUBTYPE NEW37 VAR LIST A-E
ON ERROR, EXECUTE STEP # 5
Figure 11: New Transaction CCT Step