Cisco Cisco IP Contact Center Release 4.6.2 Technical References
68
Error! No text of specified style in document.
68
6.1. Supporting Agent Re-skilling at the Unified ICM
Software
The Aura Contact Center PIM can be modified to update the dynamic
change in the agent or skill group mappings at the Unified ICM database.
The change of agent skill group mapping or association can be done at the
Agent Explorer/Skill Group Explorer. Alternatively, it can be made in the
Aura Contact Center configuration when AAS is in use. For details about
AAS, refer to Section
change in the agent or skill group mappings at the Unified ICM database.
The change of agent skill group mapping or association can be done at the
Agent Explorer/Skill Group Explorer. Alternatively, it can be made in the
Aura Contact Center configuration when AAS is in use. For details about
AAS, refer to Section
Once the agent skill group association is
modified dynamically at the Unified ICM database through the Agent/Skill
Group Explorers, the information will flow from Logger to Router to OPC
to PIM, where PIM will update the agent state at OPC.
Group Explorers, the information will flow from Logger to Router to OPC
to PIM, where PIM will update the agent state at OPC.
Note:
The agent re-skilling feature is supported only on the Unified ICM. This
feature provided by the SEI Lite Interface with NCCM server (formerly
known as Symposium Call Center Server) is supported only in ICM
releases 5.0(0) SR10, 6.0(0) SR3 and beyond.
feature provided by the SEI Lite Interface with NCCM server (formerly
known as Symposium Call Center Server) is supported only in ICM
releases 5.0(0) SR10, 6.0(0) SR3 and beyond.
6.2. Using the SEI Lite Feature with AAS
The Automated Administrator for Symposium (AAS)
TPF
1
FPT
is middleware
software within the PG service that converts the NCCM server Avaya
Aura Contact Center Event Interface (SEI) messages into Unified ICM
software ConAPI messages.
Aura Contact Center Event Interface (SEI) messages into Unified ICM
software ConAPI messages.
The AAS component within the PG service is started and stopped along
with the other PG components. AAS synchronizes the administrative
changes made on the NCCM server with the Unified ICM database,
thereby eliminating the need for a system administrator to administer
changes twice. Without the AAS component, the system administrator has
to administer changes once in the Avaya Administration, and once in the
Unified ICM administration.
with the other PG components. AAS synchronizes the administrative
changes made on the NCCM server with the Unified ICM database,
thereby eliminating the need for a system administrator to administer
changes twice. Without the AAS component, the system administrator has
to administer changes once in the Avaya Administration, and once in the
Unified ICM administration.
All additions, deletions and updates to agents and their skill sets made
using Avaya Aura Contact Center administration are dynamically made to
the Unified ICM database. The AAS synchronizes with the Aura Contact
Center at startup to make sure that Unified ICM is up-to-date. No attempt
is made to synchronize changes in the other direction. (That is, changes to
agents’ skill sets made on Unified ICM are not automatically reflected on
the Avaya System).
using Avaya Aura Contact Center administration are dynamically made to
the Unified ICM database. The AAS synchronizes with the Aura Contact
Center at startup to make sure that Unified ICM is up-to-date. No attempt
is made to synchronize changes in the other direction. (That is, changes to
agents’ skill sets made on Unified ICM are not automatically reflected on
the Avaya System).
TP
1
PT
For Unified ICM support to AAS, the Administration and Data Servers must be
installed to support the use of the ConAPI interface. The Administration and
Data Servers can either be installed as a co-resident with the PG, or installed on
a separate machine.
Data Servers can either be installed as a co-resident with the PG, or installed on
a separate machine.