Cisco Cisco Unified Intelligent Contact Management Software Technical References

Cisco

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Contents

Preface .......................................................................................... vii

Overview ................................................................................. 11

1.1. Avaya ACD Interface Requirements ................................................... 12

Avaya ACD with CVLAN Service
running on Avaya AES ............................................................... 12

Call Management System (CMS) .............................................. 13

“CMS-less” Interface ....................................................... 14

Busy Hour Call Rates for Ethernet CTI link ............................... 15

1.2. Hardware and Software Requirements .............................................. 15

1.3. Supported Unified ICM Software Features ........................................ 17

ACD Configuration ................................................................. 19

2.1. Monitored VDNs and Inbound ACD Calls .......................................... 20

2.2. Monitored Splits on CMS ..................................................................... 20

2.3. Terminal Endpoint Identifier (TEI) Values .......................................... 20

2.4. Configuring the AES ............................................................................ 20

Setting up the CTI Links on AES Server .................................... 21

Changing/ displaying a CTI Link ................................................ 22

Setting Up Hunt Groups/Skill Groups ........................................ 23

Defining a Hunt Group/Skill Group for Agents ........................... 24

Modifying the Agent Login ID ..................................................... 26

Creating a Station Record for Phantom Lines ........................... 26

Setting up Call Routing .............................................................. 27

Create a Vector Directory Number ............................................. 29

Sharing Information .................................................................... 30

Recording Avaya ACD Information ............................................ 31

2.5. Configuring Return Destination
VDN on Avaya Switch ......................................................................... 32

2.6. Ethernet Busy Hour Call Rates ........................................................... 34

Post-Routing, Station Monitoring,
Third-Party Call Control ............................................................. 34

Active Association Limit ............................................................. 35