Cisco Cisco IPCC Web Option Technical References
14
Object Mapping
2.1. Agent
The Unified ICM object Agent is made up of the following fields:
A SkillTargetID
A Peripheral Number
An Extension Number
A State
A list of active Skill Group assignments
A First and a Last Name
From the Unified ICM perspective, the Agent Object is uniquely identified
by the Unified ICM SkillTargetID. The Unified ICM SkillTargetID allows
for the CallRouter to target a specific call to an Agent (Not Currently
Implemented).
by the Unified ICM SkillTargetID. The Unified ICM SkillTargetID allows
for the CallRouter to target a specific call to an Agent (Not Currently
Implemented).
Table 1 defines the Agent object components used when mapping the Agent
between Unified ICM and the NEC ACD.
between Unified ICM and the NEC ACD.
Table 1: Unified ICM to NEC Agent Mapping
Unified ICM Agent
NEC Agent
Description
SkillTargetID
None
Unified ICM
SkillTargetID defined
by Cisco
SkillTargetID defined
by Cisco
PeripheralNumber
PositionID
NEC Identifier for the
position the Agent
logged onto. The
Position Identifier is
assigned to the ACD
set where an Agent
login occurs.
position the Agent
logged onto. The
Position Identifier is
assigned to the ACD
set where an Agent
login occurs.
Extension
PositionID
Same.
FirstName
Not available.
First Name of Agent.
LastName
Not available
Last Name of Agent.
The Agent Position Identifier to Agent mapping is dynamic and occurs when
an Agent logs onto an ACD set on the NEC.
an Agent logs onto an ACD set on the NEC.
The NEC Agent will be configured dynamically by the NEC PIM based on
the Call and Agent events received from the NEC switch. For those Agents
configured in the Unified ICM database, the PIM will report to OPC the
state transitions with the Agent’s configured PeripheralNumber. The NEC
PIM does not restrict Agents from being configured in the Unified ICM
database. The Skill Group association for Agents is dynamically assigned
based on NEC Infolink events. NEC system administrators have the ability
to re-assign an Agent position to another Skill Group while an Agent session
is active on an ACD position. The Unified ICM can migrate the Agent’s
Skill Group assignment when this occurs. This will be accomplished by
the Call and Agent events received from the NEC switch. For those Agents
configured in the Unified ICM database, the PIM will report to OPC the
state transitions with the Agent’s configured PeripheralNumber. The NEC
PIM does not restrict Agents from being configured in the Unified ICM
database. The Skill Group association for Agents is dynamically assigned
based on NEC Infolink events. NEC system administrators have the ability
to re-assign an Agent position to another Skill Group while an Agent session
is active on an ACD position. The Unified ICM can migrate the Agent’s
Skill Group assignment when this occurs. This will be accomplished by