Cisco Cisco IPCC Web Option Technical References
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ACD Configuration
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Mail is when the call has arrived in the Aura Contact Center and gives
treatments such as play announcements, menus, etc. It may not be
required to track all individual call treatments.
treatments such as play announcements, menus, etc. It may not be
required to track all individual call treatments.
In the example that follows, observe that the commands “Open Voice
Session” and “GIVE IVR interruptible 2999…” are both within the Aura
Contact Center script, and are both Meridian Mail treatments even though
one command says to GIVE IVR.
Session” and “GIVE IVR interruptible 2999…” are both within the Aura
Contact Center script, and are both Meridian Mail treatments even though
one command says to GIVE IVR.
For example, in Aura Contact Center, you can program the scripts as
follows:
follows:
SEND INFO GeoTel_ID hdx_enqueued, PriorityValue, Skill_SpareParts
OPEN Voice Session 2998
Play Prompt Voice Segment Y2KOrLonely
END Voice Session
Wait 1
GIVE MUSIC 3
Wait 5
GIVE IVR interruptible 2999 with treatment 299901
Wait 5
GIVE IVR interruptible 2999 with treatment 299903
Wait 5
GIVE IVR interruptible 2999 with treatment 299904
Wait 5
EXECUTE EndlessLoop
Section EndlessLoop
IF (LOGGED AGENT COUNT SpareParts < 1) OR
GIVE MUSIC 3
Wait 5
GIVE IVR interruptible 2999 with treatment 299901
Wait 5
GIVE IVR interruptible 2999 with treatment 299903
Wait 5
GIVE IVR interruptible 2999 with treatment 299904
Wait 5
EXECUTE EndlessLoop
Section EndlessLoop
IF (LOGGED AGENT COUNT SpareParts < 1) OR
(TIME OF DAY <> 8:00.18:00)
THEN EXECUTE Afterhours
ELSE
GIVE IVR interruptible 2999 with treatment 299905
END IF
Wait 30
EXECUTE Endless Loop
END IF
Wait 30
EXECUTE Endless Loop
2.7. NCCM Server Capacity Considerations
You must ensure that your Aura Contact Center system has the capacity to
handle the message and CPU load you expect. See the following Avaya
publications for NCCM server capacity guidelines:
handle the message and CPU load you expect. See the following Avaya
publications for NCCM server capacity guidelines:
Aura Contact Center Server Capacity Assessment Tool User Guide
Aura Contact Center Server Planning and Engineering Guide