Cisco Cisco IP Contact Center Release 4.6.1 Technical References

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 ACD

 Configuration

 

 

2.  Click Tab 2 on the VECTOR DIRECTORY NUMBER screen to set the 

return destination VDN for 3606.  Set the Return Destination field as 
3001. This value is configured as return destination VDN for 3606. When 
an agent on VDN 3606 drops the call, it is automatically redirected to 
VDN 3001. 

 

To configure Return Destination VDN on Unified ICM, see the section 
“

”. 

See the section 

 for known caveats for Return 

Destination VDN. 

Each Avaya Ethernet CTI link can support a BHCR of approximately 32,000 
in normal use by the PG (that is, without Post-Routing or third-party call 
control). This value is an approximation and may be affected by the number of 
agents, anticipated peak busy hour call rate, average number of CTI 
events/calls, and the number of splits, trunk groups, and VDNs. Cisco 
recommends provisioning a dedicated Ethernet CTI link for Unified ICM 
application. 

If Post-Routing, station monitoring, or third-party call control is performed on 
the same Ethernet CTI link, the link supports up to 20,000 BHCR due to 
additional message traffic. Depending on your configuration, Cisco may 
recommend provisioning an additional Ethernet CTI link to be used 
exclusively for Post-Routing, station monitoring, or third-party call control. 

An Ethernet CTI link dedicated exclusively to Post-Routing (that is, no event 
monitoring) can handle approximately 64,000 BHCR. Calculating throughputs 
for third-party use is dependent upon the number of stations involved and 
anticipated usage. In general, third-party usage on the CTI link will use some 
of the CTI bandwidth.