Cisco Cisco IP Contact Center Release 4.6.1 Technical References
58
Post-Routing
58
This specifies that Unified ICM call variable 8 will be returned in the first
<out vars>
variable, Unified ICM software call variable 3 will be returned
in the second
<out vars>
variable and that all
GET RESPONSE
commands
in your NCCM server scripts will have exactly two
<out vars>
variables.
Note:
Whenever you change the Call Control Variable Map, you need to restart
the Aura Contact Center PG for the new Call Control Variable Map to
take effect.
the Aura Contact Center PG for the new Call Control Variable Map to
take effect.
4.3.
39B
Caller Entered Digits
Caller-entered digits (CED) obtained using the Aura Contact Center
“Collect Digits Into” script command can be passed to the PG in a call
variable.
“Collect Digits Into” script command can be passed to the PG in a call
variable.
4.4. Translation Routing
Translation routing is described in the Scripting and Media Routing Guide
for Cisco Unified ICM/Contact Center Enterprise & Hosted. A quick
review is presented here with emphasis on implementing translation
routing with Aura Contact Center ACDs. Note that the Translation Route
Wizard now automates much of the actual Unified ICM configuration
work for translation routes.
for Cisco Unified ICM/Contact Center Enterprise & Hosted. A quick
review is presented here with emphasis on implementing translation
routing with Aura Contact Center ACDs. Note that the Translation Route
Wizard now automates much of the actual Unified ICM configuration
work for translation routes.
4.4.1.
112B
Review of How to Configure Translation Routes
A translation route is a mechanism for sending a call to a destination ACD
X and passing information along with the call. The call information is
passed from the CallRouter to the PG connected to X.
X and passing information along with the call. The call information is
passed from the CallRouter to the PG connected to X.
To send calls to an ACD X through a translation route, you perform the
following steps:
following steps:
Configure a translation route T and associate T with the logical
controller for the PG connected to X. Note that each translation route
is associated with a single destination peripheral regardless of the
routing client that submitted Unified ICM route request.
controller for the PG connected to X. Note that each translation route
is associated with a single destination peripheral regardless of the
routing client that submitted Unified ICM route request.
Decide how many calls can be targeted to T and be “pending” at any
given point in time. “Pending” means that the initial route request has
been received from the initial routing client but the call has not yet
arrived at the target and been matched up by OPC. Once the call
arrives at X and is matched up by the PG associated with X it is no
longer “pending.” A typical maximum number of expected pending
calls would be 10. Allocate 10 unique DNIS values on X to be used
only by T.
given point in time. “Pending” means that the initial route request has
been received from the initial routing client but the call has not yet
arrived at the target and been matched up by OPC. Once the call
arrives at X and is matched up by the PG associated with X it is no
longer “pending.” A typical maximum number of expected pending
calls would be 10. Allocate 10 unique DNIS values on X to be used
only by T.
For each DNIS value D assigned to T, create a route R
B
d
B
and set the
target of R
B
d
B
to be T. Set the service of R
B
d
B
to be the “Translation
Routing” service for the peripheral.