Cisco Cisco IPCC Web Option Technical References
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Unified ICM
Software Configuration
3.1. Peripheral Configuration
In Unified ICM terms, the Avaya itself corresponds to a peripheral. Unified
ICM software treats all contact center devices (e.g., ACDs, PBXs, IVR
systems) as peripherals.
ICM software treats all contact center devices (e.g., ACDs, PBXs, IVR
systems) as peripherals.
No special peripheral configuration parameters are required for Unified ICM
software. However, there are certain items within the Unified ICM
configuration that you may want to check.
software. However, there are certain items within the Unified ICM
configuration that you may want to check.
3.1.1. Peripheral Skill Group Mask
The Peripheral (default) Skill Group Mask, which is available from the PG
Explorer tool, should be checked and set appropriately. The Skill Group Mask
is used when configuring all skill groups for the peripheral.
Explorer tool, should be checked and set appropriately. The Skill Group Mask
is used when configuring all skill groups for the peripheral.
If your peripheral is an EAS type, ensure that all appropriate check boxes (that
is, those that identify the sub-groups or skill levels created for each skill
group) are appropriately checked/unchecked.
is, those that identify the sub-groups or skill levels created for each skill
group) are appropriately checked/unchecked.
the Set SubGroup Mask window.
Figure 16: Set Sub Group Mask Window
The default setting is that Skill Level 1 (primary) and Skill Level 2
(secondary) are checked, all other boxes (by default) are unchecked. The
existence of the sub-skill groups can affect agent counts and call reporting.
The Peripheral Skill Group Mask can be overridden on a skill group by skill
group basis as required.
(secondary) are checked, all other boxes (by default) are unchecked. The
existence of the sub-skill groups can affect agent counts and call reporting.
The Peripheral Skill Group Mask can be overridden on a skill group by skill
group basis as required.