Cisco Cisco IPCC Web Option Technical References
1. Overview
The Aura Contact Center PG communicates with the Nortel Contact
Center Manager (NCCM) server to obtain call and agent state information.
Specifically, the PG communicates with the NCCM server by using three
interfaces. All three interfaces are required by the PG:
Center Manager (NCCM) server to obtain call and agent state information.
Specifically, the PG communicates with the NCCM server by using three
interfaces. All three interfaces are required by the PG:
Meridian Link Interface (MLink). This interface is used to obtain
information about call state. It also supplements the agent state
information provided by the RTD interface and implements third-party
call and agent control.
information about call state. It also supplements the agent state
information provided by the RTD interface and implements third-party
call and agent control.
Host Data Exchange Interface (HDX). This interface is used to
supplement the call state information provided by the MLink interface.
It is also used to implement software post-routing.
supplement the call state information provided by the MLink interface.
It is also used to implement software post-routing.
Real Time Data Interface (RTD). This interface is used to obtain
information about agent state. It also supplements the call state
information provided by the Meridian Link Interface.
information about agent state. It also supplements the call state
information provided by the Meridian Link Interface.
The software to support these interfaces runs on the NCCM server.
This chapter provides an overview of the Aura Contact Center ACD
interface, and presents the hardware and software requirements for Aura
Contact Center ACD (required to interact with the software).
interface, and presents the hardware and software requirements for Aura
Contact Center ACD (required to interact with the software).