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Cisco IPCC Web Option
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Cisco Cisco IPCC Web Option Technical References
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Contents
Preface ............................................................................................ 6
1.
Overview ................................................................................... 9
1.1. ICM version ........................................................................................... 10
1.2. NEC OAI/Infolink Interface ................................................................... 10
1.2.1.
Agent Status Request Delay ...................................................... 10
1.3. OAI/Infolink Interface Requirements and Limitations....................... 11
1.4. NEC Feature Enhancements ............................................................... 12
1.4.1.
Alternate Functionality ............................................................... 12
1.4.2.
Reconnect Functionality ............................................................. 12
2.
Object Mapping ...................................................................... 13
2.1. Agent ...................................................................................................... 14
2.1.1.
NEC Agent State to Unified ICM Agent State Mapping ............. 15
2.2. Skill Group............................................................................................. 15
2.3. Service ................................................................................................... 16
2.4. Peripheral Target .................................................................................. 17
2.5. Trunk Groups and Trunks ................................................................... 17
2.6. Default Peripheral Route ...................................................................... 17
2.7. Dialed Numbers .................................................................................... 18
2.8. Labels .................................................................................................... 18
2.9. Routes .................................................................................................... 18
2.10. Routing Clients ................................................................................... 18
3.
Unified ICM Configuration ..................................................... 19
3.1. Unified ICM Configuration Considerations ........................................ 20
3.2. Peripheral Configuration Parameters ................................................. 20
3.3. Attributing Calls to Unified ICM Routes ............................................. 20
3.4. Peripheral Monitor Configuration ....................................................... 20
3.4.1.
Configuration of OAI Monitored ACD-aware Devices ................ 21
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