Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Trunk Groups
63
63
a) Check the Enabled check box under CVLAN/MAPD Configuration.
b) Specify the Avaya ACD hostname/IP address in Hostname field.
c) Select the CTI link number as configured in the Avaya ACD. “Monitor
CTI links” is the CTI link on which Avaya PIM receives all the events
except the “post-route requests” and “heartbeat requests”. “Post-Route
CTI links” is the CTI link on which Avaya PIM receives all the “post-
route requests”.
except the “post-route requests” and “heartbeat requests”. “Post-Route
CTI links” is the CTI link on which Avaya PIM receives all the “post-
route requests”.
d) If you are configuring two ASAI links, make sure that both options
"Monitor ASAI links" and "Post Route ASAI links" are not checked for
both ASAI links. If you are using a single link, select both checkboxes
("Monitor ASAI links" and "Post Route ASAI links). If two links are
required, select one link for "Monitor ASAI links" and select one link
for "Post Route ASAI links." Selecting both options for both links
causes duplicates events, which can lead to further issues as the report
of normal calls is treated as abandoned.
both ASAI links. If you are using a single link, select both checkboxes
("Monitor ASAI links" and "Post Route ASAI links). If two links are
required, select one link for "Monitor ASAI links" and select one link
for "Post Route ASAI links." Selecting both options for both links
causes duplicates events, which can lead to further issues as the report
of normal calls is treated as abandoned.
5. Heartbeat Maintenance is the CTI link on which Avaya ACD sends
heartbeat requests to the Avaya PIM. Select the appropriate link if the
heartbeat option is configured in the Avaya ACD. If not, leave this field
unchecked.
heartbeat option is configured in the Avaya ACD. If not, leave this field
unchecked.
6. Specify the details for Host 2 similar to Host 1, if a duplexed Avaya ACD is
used.
7. Leave the rest of the fields with default values.
Default Timed ACD Value
The value set here is used as the default if a Skill Group or VDN Timed ACW
value has not been configured and cannot be found for the call path. Note,
however, that the agent must have a work-mode of AUTO-IN in order for the
Timed ACW value to apply. Any configured Timed ACW value found that is in
the call path will be used.
value has not been configured and cannot be found for the call path. Note,
however, that the agent must have a work-mode of AUTO-IN in order for the
Timed ACW value to apply. Any configured Timed ACW value found that is in
the call path will be used.
Note:
The configuration of Avaya PG for Avaya ACD and AES Server is the same.
3.5. Trunk Groups
An Avaya Trunk Group is equivalent to a Unified ICM Trunk Group. The
Avaya Trunk Group Number (For example, trunk group 5) is Unified ICM
Trunk Group Peripheral Number. The Trunk Group Access Code (TAC) is
Unified ICM Trunk Group Extension (For example, 500). TrunkGroupTimer is
the value in the Registry that specifies the interval (in seconds) in which the PIM
generates trunk group value requests. In other words, the TrunkGroupTimer
specifies the timer period at which the PIM will issue a Trunk Group query for
each configured ICR trunk group. The default value for TrunkGroupTimer in the
Registry should be set to 10 seconds.
Avaya Trunk Group Number (For example, trunk group 5) is Unified ICM
Trunk Group Peripheral Number. The Trunk Group Access Code (TAC) is
Unified ICM Trunk Group Extension (For example, 500). TrunkGroupTimer is
the value in the Registry that specifies the interval (in seconds) in which the PIM
generates trunk group value requests. In other words, the TrunkGroupTimer
specifies the timer period at which the PIM will issue a Trunk Group query for
each configured ICR trunk group. The default value for TrunkGroupTimer in the
Registry should be set to 10 seconds.
The PG uses the Trunk Group Extension to value query the Avaya and monitor
Trunk Group trunk utilization. The PG also uses the Trunk Group Extension to
properly identify an incoming call on translation route applications. The Trunk
Group Extension is set in the Trunk Group Configuration window of Configure
ICM.
Trunk Group trunk utilization. The PG also uses the Trunk Group Extension to
properly identify an incoming call on translation route applications. The Trunk
Group Extension is set in the Trunk Group Configuration window of Configure
ICM.