Cisco Cisco IP Contact Center Release 4.6.2 Technical References
Unified ICM Software Configuration
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3.2.4.
92B
Trunk Configuration
The Aura Contact Center PG does not monitor individual trunks.
Therefore, you don’t need to configure individual Unified ICM trunks for
Aura Contact Center ACDs.
Therefore, you don’t need to configure individual Unified ICM trunks for
Aura Contact Center ACDs.
3.2.5.
93B
Service Configuration
A Unified ICM service is equivalent toan Aura Contact Center
application.
application.
Depending on the version of Unified ICM you are running, use either
Configure Unified ICM software or the Service Explorer tool to create a
service.
Configure Unified ICM software or the Service Explorer tool to create a
service.
You must store the name of the corresponding Aura Contact Center
application in the Unified ICM software service’s ConfigParam field.
Each application must have a unique Unified ICM peripheral number. You
may set the value of this field to any value you desire as long as it is
unique.
application in the Unified ICM software service’s ConfigParam field.
Each application must have a unique Unified ICM peripheral number. You
may set the value of this field to any value you desire as long as it is
unique.
The Aura Contact Center PG does not use the Extension field. The
“Peripheral Service Level Type” setting has no effect since the Aura
Contact Center PG does not report a peripheral service level (although it
does report a Unified ICM software service level).
“Peripheral Service Level Type” setting has no effect since the Aura
Contact Center PG does not report a peripheral service level (although it
does report a Unified ICM software service level).
Important:
You must configure Unified ICM software service with the name,
“Master_Script.” The ConfigParam field of this service must also be
“Master_Script.” You need to configure this service before attempting to
start the PIM. If you do not configure the Master_Script service, the PIM
will not start and errors will be logged to the PIM log.
“Master_Script.” You need to configure this service before attempting to
start the PIM. If you do not configure the Master_Script service, the PIM
will not start and errors will be logged to the PIM log.
Note:
Onan Aura Contact Center PG, ensure that:
The services are properly configured with the corresponding routes
and network trunk groups.
and network trunk groups.
The peripheral name and the configuration parameter of each service
should be the same as the service name on SCCS.
should be the same as the service name on SCCS.
Failure to meet these conditions may result in unexpected behavior of
Agent desktops and Call routing.
Agent desktops and Call routing.
3.2.6.
94B
Skill Group Configuration
A Unified ICM skill group is equivalent toan Aura Contact Center skill set.
Depending on the version of Unified ICM you are running, use either
Configure Unified ICM software or the Skill Group Explorer tool in the
Unified ICM Software Configuration Manager to configure skill groups.
Configure Unified ICM software or the Skill Group Explorer tool in the
Unified ICM Software Configuration Manager to configure skill groups.
You must store the name of the corresponding Aura Contact Center skill
set in the Unified ICM skill group’s ConfigParam field. (To avoid
confusion, you should also use this name as the name of the Unified ICM
skill group, but this is not required.) Each skill group must have a unique
Unified ICM Software Peripheral Number. You may set the value of this
field to any value you desire as long as it is unique.
set in the Unified ICM skill group’s ConfigParam field. (To avoid
confusion, you should also use this name as the name of the Unified ICM
skill group, but this is not required.) Each skill group must have a unique
Unified ICM Software Peripheral Number. You may set the value of this
field to any value you desire as long as it is unique.