Cisco Cisco IP Contact Center Release 4.6.2 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.
label associated with the Peripheral Target.
Consider the following example:
Figure 34: Peripheral Target Configuration
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.
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.
On Avaya:
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.
by Unified ICM script, but will not place the call, and another to actually place
the predictive call.
5.3. Configuring Multiple CMB Call Types
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.
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.
Important:
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.
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
using the
ctistrategy
property in
ACD.ciscocti.properties
.
Using multiple call types, however, requires additional configuration:
On Avaya:
Maintain separate VDNs for predictive and phantom calls.