Cisco Cisco IP Contact Center Release 4.6.1 Technical References

 

 

 

Configuring Multiple

 CMB Call Types

  

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place the predictive call. Instead, specify the VDN that will place the call in the 
label associated with the Peripheral Target. 

Consider the following example: 

 

The value in the DNIS field here (6002) will be monitored by Unified ICM 
script. Therefore, this should not be the routing address you use when creating 
labels. Instead, the label should contain the VDN that will be used on the Avaya 
to place predictive calls, in this case 6900. 

For predictive calls, you must maintain two VDNs:  one that can be monitored 
by Unified ICM script, but will not place the call, and another to actually place 
the predictive call. 

You can configure CMB to recognize requests for different call types. Based on 
information from the callback form submitted by the caller, Media Blender can 
determine the type of call (PSTN, chat ,and so on) placed by the caller. Media 
Blender uses the call type to determine the CTI strategy that should be used to 
place a return call to the customer. 

Do not confuse the CMB call types with the call type used in Unified ICM. 
Unified ICM call types are simply combinations of the DN, CED, and ANI, used 
to select scripts. 

If you are using only one call type, you need only establish a call back strategy 
using the 

ctistrategy

 property in 

ACD.ciscocti.properties

. 

Using multiple call types, however, requires additional configuration: 

Maintain separate VDNs for predictive and phantom calls.