Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
Meridian Mail Considerations
35
35
Routes must have DNIS enabled. The Aura Contact Center routes
(trunk groups) on which the calls arrive must have DNIS enabled. You
must not configure a Route Number of zero (0).
(trunk groups) on which the calls arrive must have DNIS enabled. You
must not configure a Route Number of zero (0).
IAPG not used. The IAPG parameter is not used for Aura Contact
Center. Therefore, it does not matter what value is set in that field.
Center. Therefore, it does not matter what value is set in that field.
Set ISAP=NO (default). If ACD DNs must be configured, set ISAP
to YES. If DNs in ACD queue must be configured, set ISAP to NO.
to YES. If DNs in ACD queue must be configured, set ISAP to NO.
ACD positions configured as AST. All ACD positions must be
configured as AST. This is done in LD 10 and LD 11. For BCS sets
that contain both an ACD position and an IDN, you must configure
both keys as AST in LD 11.
configured as AST. This is done in LD 10 and LD 11. For BCS sets
that contain both an ACD position and an IDN, you must configure
both keys as AST in LD 11.
Note:
Due to limitations in the Avaya Aura Contact Center Link
interface, the Aura Contact Center PIM can only monitor two
lines on a phone set. If you configure more than two lines on a
phone set, Unified ICM software will not be able to track calls
on the additional lines.
interface, the Aura Contact Center PIM can only monitor two
lines on a phone set. If you configure more than two lines on a
phone set, Unified ICM software will not be able to track calls
on the additional lines.
Aura Contact Center Route Numbers must be greater than zero.
The Aura Contact Center PIM requires that all Aura Contact Center
Route Numbers be greater than zero.
The Aura Contact Center PIM requires that all Aura Contact Center
Route Numbers be greater than zero.
Security (SECU) for ELAN. You need to set the security (SECU) for
the ELAN to YES in LD 17.
the ELAN to YES in LD 17.
Note:
As a part of your PBX maintenance, if you are attempting a
service change by deleting or reconfiguring a device, ensure
that the intended device is not involved in an active call of any
state (connected, ringing and hold), and the corresponding
agent is logged off.
service change by deleting or reconfiguring a device, ensure
that the intended device is not involved in an active call of any
state (connected, ringing and hold), and the corresponding
agent is logged off.
2.5. IVR Port Configuration and Considerations
To configure IVR Voice ports as ACD agents belonging to IVR ACD-DN
in Avaya PBX platforms:
in Avaya PBX platforms:
Configure the line side T1/E1 ports that are programmed as single line
phones on the PBX as ACD phones. That is, CLS=AGTA,
AACD=YES, AST=yes
phones on the PBX as ACD phones. That is, CLS=AGTA,
AACD=YES, AST=yes
Program and acquire agents in Aura Contact Center according to
Avaya documentation, as you would with real agents.
Avaya documentation, as you would with real agents.
2.6. Meridian Mail Considerations
Meridian mail ports are configured as ACD agents belonging to an ACD-
DN in Avaya PBX platforms.
DN in Avaya PBX platforms.
Program and acquire agents in Aura Contact Center according to Avaya
documentation.
documentation.
Note:
Use of the term Meridian Mail is confusing, and is often considered in
lines with the IVR. However, the difference is that, IVR usually front-
ends calls and transfers to the Aura Contact Center. The use of Meridian
lines with the IVR. However, the difference is that, IVR usually front-
ends calls and transfers to the Aura Contact Center. The use of Meridian