Cisco Cisco IP Contact Center Release 4.6.2 Technical References
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Unified ICM
Software Configuration
For example, Trunk Group 11 with Trunk Access Code 111 would be entered in
the Unified ICM database as Trunk Group 11 with Trunk Group Extension 111.
the Unified ICM database as Trunk Group 11 with Trunk Group Extension 111.
Create a default trunk group 9999 for use in those instances where a physical
Trunk Group does not exist. For example, Hunt Groups or VDNs that are
internal transfer points for agents, and therefore not accessible via an external
trunk group, should use the default trunk group 9999 to allow the creation of the
Peripheral Target. The default Trunk Group extension (that is, TAC) can either
be left blank or specify 9999.
The NT Registry should be configured to allow the PG to “Map Peripheral
Targets without Trunk Group.”
Trunk Group does not exist. For example, Hunt Groups or VDNs that are
internal transfer points for agents, and therefore not accessible via an external
trunk group, should use the default trunk group 9999 to allow the creation of the
Peripheral Target. The default Trunk Group extension (that is, TAC) can either
be left blank or specify 9999.
The NT Registry should be configured to allow the PG to “Map Peripheral
Targets without Trunk Group.”
Note:
During
a translation route, you need not configure the Network Trunk Group
(NTG) if Unified ICM trunk reports are not required. A dummy NTG
configuration, with a dummy peripheral number, can be configured and
associated with the configured translation routes.
configuration, with a dummy peripheral number, can be configured and
associated with the configured translation routes.
3.6. Trunks
Individual trunks may or may not be monitored on the Avaya.
No special configuration information is required on an individual trunk basis.
However, you must specify the number of trunks in the Trunk Group in the
Trunk Group configuration Trunk Count field. Because the switch provides only
the number of trunks-in-use and the trunks-idle, this count allows the Avaya
PIM to determine the number of out-of-service trunks.
However, you must specify the number of trunks in the Trunk Group in the
Trunk Group configuration Trunk Count field. Because the switch provides only
the number of trunks-in-use and the trunks-idle, this count allows the Avaya
PIM to determine the number of out-of-service trunks.
3.7. Services
A Unified ICM Service is the combination of call type (known by the VDN) and
call treatment (that is, vector). There is no direct correlation of Unified ICM
Service to a specific Avaya object. However, a service does fit with what users
typically identify as the “call treatment” on the Avaya.
call treatment (that is, vector). There is no direct correlation of Unified ICM
Service to a specific Avaya object. However, a service does fit with what users
typically identify as the “call treatment” on the Avaya.
The Service Peripheral Number is equivalent to the VDN extension number. The
Peripheral Service Level is equivalent to the VDN service level.
Peripheral Service Level is equivalent to the VDN service level.
Note:
The Avaya PIM does not support the updating of Peripheral Service Level.
Using the Service Explorer tool, set the Peripheral Service Level to “Computed
By Call Center.” The Unified ICM Peripheral Service Level corresponds to the
VDN Service Level (
Using the Service Explorer tool, set the Peripheral Service Level to “Computed
By Call Center.” The Unified ICM Peripheral Service Level corresponds to the
VDN Service Level (