Cisco Cisco IP Contact Center Release 4.6.1 Technical References
20
ACD
Configuration
2.1. Monitored VDNs and Inbound ACD Calls
While it is important that all VDNS involved in ICM call flow are monitored
to ensure that there are no stale calls, all inbound ACD calls are initially
handled by a monitored VDN. A monitored VDN is equivalent to a configured
Unified ICM Peripheral Target. For example, do not specify a Hunt Group
Extension as the destination for inbound ACD calls. Hunt Groups that are
vector-controlled (which is true for all skill groups in an EAS environment)
cannot be monitored for calls.
to ensure that there are no stale calls, all inbound ACD calls are initially
handled by a monitored VDN. A monitored VDN is equivalent to a configured
Unified ICM Peripheral Target. For example, do not specify a Hunt Group
Extension as the destination for inbound ACD calls. Hunt Groups that are
vector-controlled (which is true for all skill groups in an EAS environment)
cannot be monitored for calls.
The inability to monitor vector-controlled hunt groups is a restriction imposed
by Avaya. An unmonitored call that reaches a Hunt Group or Agent cannot be
tracked and will not be accounted for properly in Unified ICM contact or
agent statistics.
by Avaya. An unmonitored call that reaches a Hunt Group or Agent cannot be
tracked and will not be accounted for properly in Unified ICM contact or
agent statistics.
Important:
It is extremely important that all VDNs to be monitored are properly
configured as Peripheral Targets in the Unified ICM database.
configured as Peripheral Targets in the Unified ICM database.
2.2. Monitored Splits on CMS
The Avaya Hunt Group configuration screen for each monitored split on CMS
must have its Measured field set to either “both” or “external,” in order for the
CMS to receive Hunt Group (split) data.
must have its Measured field set to either “both” or “external,” in order for the
CMS to receive Hunt Group (split) data.
2.3. Terminal Endpoint Identifier (TEI) Values
When you configure the Avaya ACD, the TEI value for an Avaya LAN or
Avaya ACD should be 1.
Avaya ACD should be 1.
2.4. Configuring AES
Application Enablement Services (AES) software runs on an external server
that communicates to Avaya Aura Communication Manager (or Avaya ACD)
via TCP/IP, and exposes a set of APIs that allows external applications like
Cisco ICM to perform third-party call control and receive event notifications.
The ICM PG uses the CVLAN API, which is a client/service software.
that communicates to Avaya Aura Communication Manager (or Avaya ACD)
via TCP/IP, and exposes a set of APIs that allows external applications like
Cisco ICM to perform third-party call control and receive event notifications.
The ICM PG uses the CVLAN API, which is a client/service software.
To best understand the configuration of the AES switch, begin with the Avaya
documentation that shipped with your switch. The information provided here
is meant to supplement but not replace the Avaya documentation. We provide
a limited amount of information to help you configure the switch to work with
Cisco Media Blender.
documentation that shipped with your switch. The information provided here
is meant to supplement but not replace the Avaya documentation. We provide
a limited amount of information to help you configure the switch to work with
Cisco Media Blender.
The following tasks are described:
Setting Up the CV/LAN Links
Setting Up the CTI Station
Setting Up Agents and Hunt Group
Creating a Station Record for Phantom Lines
Setting Up Call Routing