Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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Unified ICM
Software Configuration
Direct the CTI portion of the PG. The CTI portion of the PG can be
directed to allow the CTI Client to override any PIM Call Variable
setting. For example, the following setting allows a CTI Client to set call
variable 1 and call variables 5 through 10 while preserving the peripheral-
determined values of call variables 2 through 4.
directed to allow the CTI Client to override any PIM Call Variable
setting. For example, the following setting allows a CTI Client to set call
variable 1 and call variables 5 through 10 while preserving the peripheral-
determined values of call variables 2 through 4.
/CTI = ynnnyyyyyy
See also:
For details on Route Request Elements, see Chapter 4, “Post-Routing.” For
more details on Unified ICM CTI capabilities and interaction with the PG, see
the ICM Software Enterprise CTI Interface Specification.
more details on Unified ICM CTI capabilities and interaction with the PG, see
the ICM Software Enterprise CTI Interface Specification.
3.1.3. Peripheral Configuration Parameters
Several default settings can be entered in the Configuration Parameters field
of the PG Explorer tool, including default work-mode, default login skill
level, reserved agent preference levels, and station monitoring of logged-in
agents.
of the PG Explorer tool, including default work-mode, default login skill
level, reserved agent preference levels, and station monitoring of logged-in
agents.
Figure 18: Configuration Parameters Field
1. Default Work-Mode
The default work-mode used by the PIM when setting an agent to the
READY state via a CTI application can be configured via the
Configuration Parameters field. The keyword /
READY state via a CTI application can be configured via the
Configuration Parameters field. The keyword /
defworkmode,
followed
by
manual
or
auto
, will set the default work-mode to the Avaya
equivalent of “Manual-In” and “Auto-In” respectively.