Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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ACD
Configuration
Table
3: Unified ICM Compatibility for Maximum Agent and BHCA
Hardware, Software, and
Tools
Tools
Software Component and Version
Unified ICM software
5.0 SR11, 6.0 and 7.0
ACD Switch
Avaya 3.0 with CMS RTA 5.0.5 Std
PG, CTI Server
Configuration
Configuration
For complete and current information on the PG Server
Configuration, see the Hardware & System Software
Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted (for all ICM
versions) available at:
Configuration, see the Hardware & System Software
Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted (for all ICM
versions) available at:
To support such configuration, set the Registries in the following paths for
MDS “bufferlimit" => to 0x8000 (32768 decimal):
MDS “bufferlimit" => to 0x8000 (32768 decimal):
HKEY_LOCAL_
MACHINE\SOFTWARE\GeoTel\ICR\<cus01>\<PG1A>\MDS\Current
Version\Clients\pim1
HKEY_LOCAL_MACHINE\SOFTWARE\GeoTel\ICR\<cus01>\<PG1A>\MDS\CurrentVe
rsion\Clients\opc
rsion\Clients\opc
HKEY_LOCAL_MACHINE\SOFTWARE\GeoTel\ICR\<cus01>\<PG1A>\MDS\CurrentVe
rsion\Proce
rsion\Proce
ss
To support such configuration, set the Registries in the following paths for
MDS “bufferlimit" => to 0x40000 (262144 decimal):
MDS “bufferlimit" => to 0x40000 (262144 decimal):
HKEY_LOCAL_MACHINE\SOFTWARE\GeoTel\ICR\<cus01>\<PG1A>\MDS\CurrentVe
rsion\Clients\pgag
rsion\Clients\pgag
Set the dynamic PIM registry “BriMaxOutstandingMessages" to 100
(decimal) in the following path:
(decimal) in the following path:
HKEY_LOCAL_MACHINE\SOFTWARE\GeoTel\ICR\<cus01>\<PG1A>\PG\CurrentVers
ion\PIMS\pim1\ATTData\Dynamic
ion\PIMS\pim1\ATTData\Dynamic
2.7. Call Handling Methods to Avoid
Following are the call handling methods you need to avoid:
1. Avoid setting up station coverage paths where all internal calls
TP
F
1
F
PT
are
marked to go to coverage.
TP
1
PT
Normally, an internal call is a call that is ‘on-switch’. An internal call may or may
not be related to an ACD call. However, in the case of an Avaya PIM, an internal call
can be defined as any on-switch or off-switch call that is ‘non-ACD call related’. In the
case of an Avaya PIM, depending on the telephony protocols used, there may be
conditions where the PIM does not have sufficient information to determine whether an
outbound call is off-switch or not, while in AUX mode. However on the switch side,
because the switch has all the relevant call information, it reports call statistics
accurately. To avoid such inconsistent reporting between the PIM and the switch, the
can be defined as any on-switch or off-switch call that is ‘non-ACD call related’. In the
case of an Avaya PIM, depending on the telephony protocols used, there may be
conditions where the PIM does not have sufficient information to determine whether an
outbound call is off-switch or not, while in AUX mode. However on the switch side,
because the switch has all the relevant call information, it reports call statistics
accurately. To avoid such inconsistent reporting between the PIM and the switch, the