Cisco Cisco E-Mail Manager Unity Integration Option Technical References
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Overview
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such as MakeCall and Cause values are returned for agent control
requests such as SetAgentState.
requests such as SetAgentState.
The Aura Contact Center PG attributes answered calls to that skill
group which corresponds to the NCCM server (formerly, SCCS) skill
set in which the agent answered the particular call. Due to limitations
in the Avaya Aura Contact Center interface, the PG needs several
seconds after the queued call is answered by an agent to attribute the
call to a particular skill group. Hence, there is a corresponding 15-20
second delay in the CTI interface before third party control is
established.
group which corresponds to the NCCM server (formerly, SCCS) skill
set in which the agent answered the particular call. Due to limitations
in the Avaya Aura Contact Center interface, the PG needs several
seconds after the queued call is answered by an agent to attribute the
call to a particular skill group. Hence, there is a corresponding 15-20
second delay in the CTI interface before third party control is
established.
For more information on peripheral-specific CTI support, see the CTI OS
Developer's Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted.
Developer's Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted.