Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Unified ICM Software Configuration
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Note:
In earlier releases of Unified ICM, the Configure ICM software tool was
used to configure objects in the Unified ICM database. In Unified ICM
4.5 and beyond, a new set of configuration tools are available. In Unified
ICM 4.5 and greater, use the Unified ICM Software Configuration
Manager to start the appropriate configuration tool (For example, the PG
Explorer tool).
used to configure objects in the Unified ICM database. In Unified ICM
4.5 and beyond, a new set of configuration tools are available. In Unified
ICM 4.5 and greater, use the Unified ICM Software Configuration
Manager to start the appropriate configuration tool (For example, the PG
Explorer tool).
3.2.1.
89B
Peripheral Configuration
In Unified ICM terms, the Aura Contact Center ACD itself corresponds to
a peripheral. Unified ICM treats all contact center devices (e.g., ACDs,
PBXs, IVR systems) as peripherals.
a peripheral. Unified ICM treats all contact center devices (e.g., ACDs,
PBXs, IVR systems) as peripherals.
Depending on the version of Unified ICM you are running, use either
Configure Unified ICM software or the PG Explorer to create a peripheral.
Configure Unified ICM software or the PG Explorer to create a peripheral.
Be sure to set the Available Holdoff Delay option to zero.
Agent real time data on Aura Contact Center will work only if Enable
Agent Reporting and therefore Auto Configure are checked.
Agent Reporting and therefore Auto Configure are checked.
Note:
Aura Contact Center PG does not support auto-configuration of agents.
Since Agent auto-configuration and Agent reporting are mutually
inclusive in the Peripheral configuration screen, the following work
around needs to be performed for Agent reporting to work without the
call router performing the actual agent configuration. On the callrouters'
registry, go to
Since Agent auto-configuration and Agent reporting are mutually
inclusive in the Peripheral configuration screen, the following work
around needs to be performed for Agent reporting to work without the
call router performing the actual agent configuration. On the callrouters'
registry, go to
HKey_Local_Machine/Software/Cisco Systems,
Inc./ICM/IRS/RouterA/Router/CurrentVersion/Configuration/AutoConfig
Inc./ICM/IRS/RouterA/Router/CurrentVersion/Configuration/AutoConfig
Set the value for AgentEnabled to 0. This implies that the call router will
not perform agent auto-configuration even though auto-configuration is
turned on. Note that the agents will have to be manually configured even
though auto-configuration is turned on.
not perform agent auto-configuration even though auto-configuration is
turned on. Note that the agents will have to be manually configured even
though auto-configuration is turned on.
3.2.2.
90B
Peripheral Target Configuration
A Unified ICM Peripheral Target is a network target identified by a
Network Trunk Group and DNIS that terminates on the Meridian ACD.
Network Trunk Group and DNIS that terminates on the Meridian ACD.
You must configure a Unified ICM Software Peripheral Target for every
DNIS and Network Trunk Group combination through which incoming
ACD calls arrive. You must also configure Peripheral Targets for
translation routing.
DNIS and Network Trunk Group combination through which incoming
ACD calls arrive. You must also configure Peripheral Targets for
translation routing.
Depending on the version of Unified ICM you are running, use either
Configure Unified ICM or the Peripheral Target Bulk tools to create a
peripheral target.
Configure Unified ICM or the Peripheral Target Bulk tools to create a
peripheral target.
See also:
For more information on Translation Routing and Peripheral Targets, see
Chapter 4, “Post-Routing.”
Chapter 4, “Post-Routing.”