Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
20
Overview
20
1.1.5.
64B
Special Requirements
The HDX interface requires that the NCCM server scripts be modified
to include SEND INFO commands that notify Unified ICM when a
call state transition occurs. (See Chapter 2, “ACD Configuration,” for
more information.)
to include SEND INFO commands that notify Unified ICM when a
call state transition occurs. (See Chapter 2, “ACD Configuration,” for
more information.)
You must set up the Avaya HDX and RTD client communications
environment on the machine on which the Aura Contact Center PG
will run. (See “Aura Contact Center PG Platform Requirements,” later
in this chapter for more information.)
environment on the machine on which the Aura Contact Center PG
will run. (See “Aura Contact Center PG Platform Requirements,” later
in this chapter for more information.)
For an agent to login successfully (either manually or through a CTI
application), the phone has to be in “Off Hook” mode.
application), the phone has to be in “Off Hook” mode.
1.1.6.
65B
Supported Unified ICM Software Features
The Aura Contact Center PG supports the following software features:
Pre-Routing
Post-Routing
Enterprise CTI (includes third-party call control)
Agent Reporting
Duplexed PG implementation
SEI Lite Interface with NCCM server along with Automated
Administrator for Aura Contact Center “(AAS)”.
Administrator for Aura Contact Center “(AAS)”.
TPF
1
FPT
1.1.7.
66B
Multiple Application Support
The current release of the Avaya HDX software allows only one
application at a time to use the HDX interface. Therefore, you cannot run
any other application that uses the HDX interface while the software is
running.
application at a time to use the HDX interface. Therefore, you cannot run
any other application that uses the HDX interface while the software is
running.
1.1.8.
67B
General Restrictions
Peripheral service level reporting is not supported by the Aura Contact
Center PG.
Center PG.
Due to limitations in the Avaya interfaces, the Aura Contact Center
PG does not support the system software Trunk Group real-time data
elements or Trunk Group half-hour data elements.
PG does not support the system software Trunk Group real-time data
elements or Trunk Group half-hour data elements.
Using Network ACD to divert calls to another NCCM server system
will cause Unified ICM to report inaccurate data because the NCCM
server does not report the progress of these calls to the PG. Therefore,
it is recommended not to use the
will cause Unified ICM to report inaccurate data because the NCCM
server does not report the progress of these calls to the PG. Therefore,
it is recommended not to use the
QUEUE TO NACD
command in your
NCCM server scripts.
You must not specify an NACD DN
TPF
1
FPT
as the target of a
ROUTE CALL
command in your NCCM server scripts. If you must use NACD DNs,
TP
1
PT
AAS supports ICM Releases 7.0(0) onward.