Cisco Cisco IPCC Web Option Technical References
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ACD
Configuration
Figure 15: Dual PG Overview
For the same Avaya ACD to behave as an independent peripheral to Unified
ICM, you should avoid having one skill group monitored by the two PGs. To
achieve this, you will need to determine which Avaya skill numbers will be
associated with PG1 and PG2, respectively. For example, skill groups 1-1000
and 1001-2000 would be two separate sets monitored by each instance.
ICM, you should avoid having one skill group monitored by the two PGs. To
achieve this, you will need to determine which Avaya skill numbers will be
associated with PG1 and PG2, respectively. For example, skill groups 1-1000
and 1001-2000 would be two separate sets monitored by each instance.
When two PGs share the load of a single PG, it is recommended to have a
logical correlation between the skill numbers associated with the different
PGs. For example, the “pre-paid sales” skill associated with PG1 might be
500, and the one associated with PG2, 1500 (just added the digit 1 in front).
The supervisor needs to look at a report that combines the information from
the two corresponding skills to understand the overall skill performance. After
the correlation is defined, each agent can be assigned only the skill numbers
that belong to the same PG (considering the above example, an agent must not
have skills 500 and 1502 at the same time).
logical correlation between the skill numbers associated with the different
PGs. For example, the “pre-paid sales” skill associated with PG1 might be
500, and the one associated with PG2, 1500 (just added the digit 1 in front).
The supervisor needs to look at a report that combines the information from
the two corresponding skills to understand the overall skill performance. After
the correlation is defined, each agent can be assigned only the skill numbers
that belong to the same PG (considering the above example, an agent must not
have skills 500 and 1502 at the same time).
Because the PGs also monitor Avaya stations, the agents associated with that
PG must log in to the stations monitored by that PG only. All stations and
agent-IDs at a given physical site need to be defined at only one PG. You can
avoid having one site with entities from two PGs. It is also recommended to
assign stations sequentially for every PG.
PG must log in to the stations monitored by that PG only. All stations and
agent-IDs at a given physical site need to be defined at only one PG. You can
avoid having one site with entities from two PGs. It is also recommended to
assign stations sequentially for every PG.
The VDNs (that are monitored by Unified ICM) should be independent,
regardless of whether they are used by calls when they first enter the
environment or for translation routes. The CTI links used by these VDNs
(through the vectors they point to) should also be separated; there will be CTI
links established with PG1 A and B, and with PG2 A and B. You can also
define dial-plan ranges for VDNs in each PG to make the configuration
simpler (but it is not required).
regardless of whether they are used by calls when they first enter the
environment or for translation routes. The CTI links used by these VDNs
(through the vectors they point to) should also be separated; there will be CTI
links established with PG1 A and B, and with PG2 A and B. You can also
define dial-plan ranges for VDNs in each PG to make the configuration
simpler (but it is not required).
The calls within the a PG can be dialed directly using normal dial plan
numbers such as VDNs, Agent IDs, extensions, and hunt groups. Ideally, the
numbers such as VDNs, Agent IDs, extensions, and hunt groups. Ideally, the