Cisco Cisco IPCC Web Option Technical References
Multiple PGs
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Avaya ECS PIM Failure. The ECS PIM stops functioning when the
AES link on the Avaya switch sends a “Busyout” command.
AES link on the Avaya switch sends a “Busyout” command.
VDN Return Destination.
The Return Destination VDN feature does not support the call
conference before agent drops the call (expecting return
destination to set in). That is, the PG will lose track of the VDN
to which the call was originally delivered and call variables are
not retained post Return Destination. However, this feature
supports call transfer before agent drops the call (expecting
return destination to set in). That is, the PG will keep track of the
VDN to which the call was originally delivered and call variables
are retained post return destination.
conference before agent drops the call (expecting return
destination to set in). That is, the PG will lose track of the VDN
to which the call was originally delivered and call variables are
not retained post Return Destination. However, this feature
supports call transfer before agent drops the call (expecting
return destination to set in). That is, the PG will keep track of the
VDN to which the call was originally delivered and call variables
are retained post return destination.
Return destination cannot be executed multiple times. That is,
Return Destination can occur only once for a call in Avaya.
Return Destination can occur only once for a call in Avaya.
configuring the Return Destination VDN on Avaya and Unified ICM
respectively.
respectively.
2.13. Multiple PGs
The Avaya ACD allows connections from multiple PGs. However, while
using such a configuration, the resources (like Stations, Agents, VDNs, Splits
and any other resources) used by each PG should be maintained as separate
configurations.
using such a configuration, the resources (like Stations, Agents, VDNs, Splits
and any other resources) used by each PG should be maintained as separate
configurations.
Multiple PG deployment on a single ACD can be used to split the load on the
PG or have a dedicated PG to service a business line in the contact center.
PG or have a dedicated PG to service a business line in the contact center.
To deploy multiple PGs on a single ACD, you need to have distinct
configuration between the PGs. Section
configuration between the PGs. Section
two PGs on a single ACD. You can follow the same steps to to configure
multiple PGs to the same ACD.
multiple PGs to the same ACD.
Note: Please contact the ACD vendor for ACD-related issues or limitations on
connecting multiple PGs to a single ACD.
connecting multiple PGs to a single ACD.
2.13.1. Dual PG Setup
Note: Ensure that you adhere to the requirements provided in this section
while deploying multiple PGs. The performance and functionality of the PG
will be impacted if you do not follow the requirements listed in this section.
When two PGs are deployed, ICM routing effectively “sees” the Avaya
system as two independent peripherals. As such, there are some specific
configuration and operational requirements that need to be put in place. The
following figure describes the overview of Dual PG setup.
while deploying multiple PGs. The performance and functionality of the PG
will be impacted if you do not follow the requirements listed in this section.
When two PGs are deployed, ICM routing effectively “sees” the Avaya
system as two independent peripherals. As such, there are some specific
configuration and operational requirements that need to be put in place. The
following figure describes the overview of Dual PG setup.