Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Route Select
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4.2.7. Label Syntax
The Unified ICM Label can be used to specify additional Route Select
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functionality. Incorrect or incomplete Route Select data may result in the Avaya
denying the Route Selection and proceeding with vector processing.
denying the Route Selection and proceeding with vector processing.
A special label type to support the incorporation of dial-ahead digits into the
label is supported. The string
label is supported. The string
DTMF
within the label indicates the presence of
these dial-ahead digits. The format of this label type is as follows:
XXXXXDTMFYYYYY
The
XXXXX
is required and is the destination where the post-routed call will be
directed.
YYYYY
, maximum 16 digits (can include
*
and
#
), will be included as
dial-ahead digits when the route response is sent to the switch for the post-
routed call. This label type can be used for post-routed or translation-routed
calls. A label using this special label type cannot use any of the other special
label formatting capabilities listed in the following table. Peripheral Variables
can still be used.
routed call. This label type can be used for post-routed or translation-routed
calls. A label using this special label type cannot use any of the other special
label formatting capabilities listed in the following table. Peripheral Variables
can still be used.
Table 12: Label Identifiers and Capabilities
Label
Identifiers
Identifiers
Definition
Example
!
An exclamation point (!) at the
beginning of the label indicates that
Call Priority should be turned ON.
The default is Call Priority OFF.
(See Note 1.)
beginning of the label indicates that
Call Priority should be turned ON.
The default is Call Priority OFF.
(See Note 1.)
“!1234” indicates that the call directed
to extension 1234 will have call priority
ON.
to extension 1234 will have call priority
ON.
@
The “at” sign (@) at the beginning of
the label indicates that this should be
a DACD call. The call destination
must be an agent’s extension. The
default is No DACD call. (See Note
1.)
the label indicates that this should be
a DACD call. The call destination
must be an agent’s extension. The
default is No DACD call. (See Note
1.)
“@2345” indicates that the call directed
to the agent at extension 2345 should be
a DACD call. Since no agent group or
agent group extension was specified in
this example, the PIM will attempt to
select the first known agent group login
for the agent. Both the agent and the
destination agent group must have been
previously known to the PIM for this to
be successful.
to the agent at extension 2345 should be
a DACD call. Since no agent group or
agent group extension was specified in
this example, the PIM will attempt to
select the first known agent group login
for the agent. Both the agent and the
destination agent group must have been
previously known to the PIM for this to
be successful.
&
The ampersand (&) used within the
Label is used to specify the Agent
Group Peripheral Number. The
Agent Group Peripheral Number
must immediately follow the
ampersand and must be configured
in Unified ICM software. The PIM
will determine the correct Agent
Group extension.
Label is used to specify the Agent
Group Peripheral Number. The
Agent Group Peripheral Number
must immediately follow the
ampersand and must be configured
in Unified ICM software. The PIM
will determine the correct Agent
Group extension.
“@2345 &11” indicates that the call
directed to the agent at extension 2345
should be a DACD call and the agents
group number is 11. Using the Agent
Group Peripheral number may be
convenient if the agent group extension
should ever change.
directed to the agent at extension 2345
should be a DACD call and the agents
group number is 11. Using the Agent
Group Peripheral number may be
convenient if the agent group extension
should ever change.
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ICM 5.0 SR13 supports star (*) as a valid routing label for translation routing and
post-routing in ECS Avaya PIM. For example, *173001 is a valid routing label where
*17 can be the Trunk Access Code and 3001 indicates the extension/VDN to which the
call would be directed. The post-route label containing the star (*) character should be
configured in Service explorer.
*17 can be the Trunk Access Code and 3001 indicates the extension/VDN to which the
call would be directed. The post-route label containing the star (*) character should be
configured in Service explorer.