Cisco Cisco E-Mail Manager Unity Integration Option Technical References

 

 

 

Maintaining your Configuration 

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example, Spectrum ACD Version 7.01.A should be entered as 7.01.10 and 
7.01.B should be entered as 7.01.11. 

It is imperative that the Spectrum ACD, and Unified ICM database 
configurations are kept synchronized (that is, up-to-date with each other). 
Inaccurate or incomplete data could result in configuration errors.  

To resolve reporting problems, which occur due to configuration errors, 
you must identify the difference between the configuration statistics of the 
Cisco Unified ICM, and the Spectrum ACD.  

Check the MAXAGRP setting on the ACD and the PG. If the MAXAGRP 
ACD system parameter is set to 256 or higher, the TwoByteAgentGroups 
setting in the Unified ICM registry must be set equal to 1 (default 0). If the 
MAXAGRP ACD system parameter is set for less than 256, the 
TwoByteAgentGroup setting in the NT Registry must have a value of 0. 

For the registry changes to take effect, you must stop and start the PG 
services. 

Review the Service_Member table to verify whether the Unified ICM 
Skill_Group and Service configurations match the Spectrum Agent Group 
and Application configuration. Set the SubGroupMask property in the 
Unified ICM Peripheral or Skill_Group tables based on the agent skill 
levels.