Cisco Cisco IP Contact Center Release 4.6.1 Technical References
26
ACD Configuration
26
2.1. Configuration Prerequisites
Contact Avaya to make sure you have all the latest hot-fixes and patches
for your ACD and for your particular country. Cisco cannot provide this
information. Without the appropriate hot-fixes and patches, you may not
be able to properly enable third-party call control on the ACD.
for your ACD and for your particular country. Cisco cannot provide this
information. Without the appropriate hot-fixes and patches, you may not
be able to properly enable third-party call control on the ACD.
2.2. Script Modifications for Call Processing
You must modify your NCCM server scripts to include
SEND INFO
commands that notify Unified ICM when a call state transition occurs
TPF
1
FPT
.
The
SEND INFO
commands are of the following form:
Send Info <provider_id> <message_type>, <p
B
1
B
>, … ,<p
B
n
B
>
Where
<provider_id>
is a value that uniquely identifies the Aura Contact
Center PG to the HDX server;
<message_type>
tells the PG what type of
message is being sent; and
<p
B
1
B
>,…,<p
B
n
B
>
are the parameters associated
with the given message type.
The PG registers with the HDX server using
<provider_id>
, and the same
value must be used in the
Send Info
requests. The PG obtains this value
from the following registry entry (relative to
HKEY_LOCAL_MACHINE/SOFTWARE):
HKEY_LOCAL_MACHINE/SOFTWARE):
Cisco Systems,
Inc./ICM/PG<xx>/PG/CurrentVersion/PIMS/pim1/SymposiumData/
Config/HDXClientProviderID
Inc./ICM/PG<xx>/PG/CurrentVersion/PIMS/pim1/SymposiumData/
Config/HDXClientProviderID
This registry entry is set from the Client Provider ID in the HDX Link
Configuration section of the “Aura Contact Center Configuration” screen
in Unified Web Setup Tool. (See Chapter 3 for a sample Unified Web
Setup Tool screen.)
Configuration section of the “Aura Contact Center Configuration” screen
in Unified Web Setup Tool. (See Chapter 3 for a sample Unified Web
Setup Tool screen.)
Note:
The NCCM server scripting language does not allow
SEND INFO
commands to contain constants. Therefore,
<provider_id>, …
actually
denotes script variables containing the needed data. The variables are
global variables if their value never changes (e.g.,
global variables if their value never changes (e.g.,
<provider_id>
or call
variables if their value differs from call to call (e.g.. the
CLID
parameter
of the “Arrived” command described in the next section).
The following subsections describe the
SEND INFO
commands required in
your scripts (depending on which NCCM server script commands you
use). For brevity only the
use). For brevity only the
<message_type>
and the required parameters
are listed.
TP
1
PT
This information is not available from the MLink or RTD interfaces