Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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Unified ICM
Software Configuration
3.2. Peripheral Targets
A Unified ICM Peripheral Target is equivalent to the combination of DNIS
(VDN extension or Hunt Group Extension) and the trunk groups through
which incoming calls arrive. VDNs are equivalent to the DNIS (e.g., VDN
1100 would be DNIS 1100).
(VDN extension or Hunt Group Extension) and the trunk groups through
which incoming calls arrive. VDNs are equivalent to the DNIS (e.g., VDN
1100 would be DNIS 1100).
A Peripheral Target can be either of the following:
A Network Target, identified by a Trunk Group and DNIS (VDN) that
terminates on the Avaya. A Network Target is a target that Unified ICM
software identifies as a termination for calls routed through the network.
These trunk group-DNIS pairs are typically associated with labels
provisioned by a long distance carrier.
terminates on the Avaya. A Network Target is a target that Unified ICM
software identifies as a termination for calls routed through the network.
These trunk group-DNIS pairs are typically associated with labels
provisioned by a long distance carrier.
An Internal Target, identified by the DNIS (VDN) alone. An Internal
Target is a VDN or Hunt Group extension used as a destination for
internal call transfers, tie lines, and so on.
Target is a VDN or Hunt Group extension used as a destination for
internal call transfers, tie lines, and so on.
All Peripheral Targets, both internal (e.g., transfer points) and network, should
be configured as Peripheral Targets in Unified ICM database. This is done by
using the Configure ICM tool. It is not necessary to enter every
TrunkGroup/VDN combination in Unified ICM database unless you require
them for call routing. In other words, a VDN needs to be entered only once in
the Unified ICM database as a Peripheral Target in order for the PG to
monitor the calls on that VDN.
be configured as Peripheral Targets in Unified ICM database. This is done by
using the Configure ICM tool. It is not necessary to enter every
TrunkGroup/VDN combination in Unified ICM database unless you require
them for call routing. In other words, a VDN needs to be entered only once in
the Unified ICM database as a Peripheral Target in order for the PG to
monitor the calls on that VDN.
You can configure Peripheral Targets by using the Peripheral Target
Configuration window within the Configure ICM tool.
Configuration window within the Configure ICM tool.
3.2.1. Configuring VDN and Hunt Group Extensions as Peripheral
Targets
All VDN and Hunt Group extensions that are in any way connected with the
handling of an incoming call must be configured in Unified ICM database as
Peripheral Targets. This will ensure complete call monitoring. The PG will
monitor only those VDNs and, optionally, Hunt Groups that are configured as
Peripheral Targets.
handling of an incoming call must be configured in Unified ICM database as
Peripheral Targets. This will ensure complete call monitoring. The PG will
monitor only those VDNs and, optionally, Hunt Groups that are configured as
Peripheral Targets.
VDNs or Hunt Group Extensions that are not accessed directly via a Trunk
Group (that is, ones that are only used internally), should use the default
Trunk Group 9999. (See “Trunk Groups” later in this chapter.)
Group (that is, ones that are only used internally), should use the default
Trunk Group 9999. (See “Trunk Groups” later in this chapter.)
Note: The Avaya PG supports extensions of up to ten digits – the agent can
login to a Softphone that has an extension up to ten digits. This ten-digit
support applies to Agent Login IDs too.
support applies to Agent Login IDs too.
The Hunt Groups and VDNs will support up to seven digits only.
In order to use a seven-digit, or a ten-digit, the config PIM registry
EnableTenDigitExtension must be set to 1 in following path:
EnableTenDigitExtension must be set to 1 in following path:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<cus01>\<PGXX>\PG\CurrentVersion\PIMS\pim1\ATTData\Config\
Inc.\ICM\<cus01>\<PGXX>\PG\CurrentVersion\PIMS\pim1\ATTData\Config\
If the registry EnableTenDigitExtension is set to 0, then it limits support up
to five digits for extension, Agent Login IDs, Hunt Groups, and VDNs.
to five digits for extension, Agent Login IDs, Hunt Groups, and VDNs.