Cisco Cisco IPCC Web Option Technical References
10
Overview
1.1. ICM version
The NEC NEAX 2400 and the NEAX 7600 switch supports ICM version
4.0/4.1 and above. CTI Server support for third-party call and Agent control
is available with ICM version 4.1 onwards.
4.0/4.1 and above. CTI Server support for third-party call and Agent control
is available with ICM version 4.1 onwards.
1.2. NEC OAI/Infolink Interface
The CTI interface supported on the NEC switch is the NEC OAI/Infolink
Interface. The OAI/Infolink Interface was developed to support an
Application’s integration of Voice and Data (i.e., Screen Pop CTI
Application). The OAI/Infolink helps monitor call and Agent state
transitions as well as provides Post Route capabilities.
Interface. The OAI/Infolink Interface was developed to support an
Application’s integration of Voice and Data (i.e., Screen Pop CTI
Application). The OAI/Infolink helps monitor call and Agent state
transitions as well as provides Post Route capabilities.
At startup, the NEC PIM configures both an Infolink and an OAI session
with the NEAX.
with the NEAX.
Opening an Infolink session automatically provides monitoring and
controlling capability for all devices known to the ACD.
controlling capability for all devices known to the ACD.
The OAI session is to get additional information, such as off-hook and call
release events, not provided by Infolink, and to monitor calls on devices that
are not known to the ACD. Unlike Infolink, OAI requires that each device
be individually monitored. For possibly hundreds, or thousands of devices,
this can require quite a bit of time and network bandwidth, as well as
resources at the switch that can be in critical supply during busy hours. For
more information, see the section on Agent Status Request Delay.
release events, not provided by Infolink, and to monitor calls on devices that
are not known to the ACD. Unlike Infolink, OAI requires that each device
be individually monitored. For possibly hundreds, or thousands of devices,
this can require quite a bit of time and network bandwidth, as well as
resources at the switch that can be in critical supply during busy hours. For
more information, see the section on Agent Status Request Delay.
The PIM
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will maintain the Infolink and OAI connections indefinitely. If the
PIM has a shutdown, or the network or the switch causes the connection to
drop at any time, the PIM will go idle. If duplex PGs are used, the other PIM
should be reactivated seconds later to maintain the OAI/Infolink
connections. During reactivation, the PIM will form new connections to the
switch. If the old ports are still busy for some reason, then the connections
will be made to a new port (the switch supports up to 16 ports).
drop at any time, the PIM will go idle. If duplex PGs are used, the other PIM
should be reactivated seconds later to maintain the OAI/Infolink
connections. During reactivation, the PIM will form new connections to the
switch. If the old ports are still busy for some reason, then the connections
will be made to a new port (the switch supports up to 16 ports).
Note: The PIM doesn't make the port selection itself. It calls a function in
the DLL provided by the NEC; the DLL and the switch then together
determine which ports are to be used. The function allows the PIM to force
a particular port to be used, but this is optional and the PIM does not force
the selection of port. Also, the PIM does enable heartbeats on the
connection to the switch. If the connection is dropped for any reason, the
switch will detect it and recover the port.
the DLL provided by the NEC; the DLL and the switch then together
determine which ports are to be used. The function allows the PIM to force
a particular port to be used, but this is optional and the PIM does not force
the selection of port. Also, the PIM does enable heartbeats on the
connection to the switch. If the connection is dropped for any reason, the
switch will detect it and recover the port.
1.2.1. Agent Status Request Delay
To allow a tradeoff to be made between the time it takes for startup to be
complete, and the network and switch resources used during startup, the
AgentStatusRequestDelay registry value can be set to increase or decrease
complete, and the network and switch resources used during startup, the
AgentStatusRequestDelay registry value can be set to increase or decrease
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A PIM (Peripheral Interface Manager) is a Unified ICM module that allows
communication between a peripheral and the PG. For example, if you have one
NEC NEAX ACD and a duplexed PG, each PG has one PIM.
NEC NEAX ACD and a duplexed PG, each PG has one PIM.