Cisco Cisco IP Contact Center Release 4.6.1 Technical References
24
ACD Configuration
2.3.1. Call Arrival
The
INFORM HOST ON ARRIVAL
telescript step causes a call arrival
message to be sent to the PG each time a call arrives at the Spectrum. The
PG begins tracking calls upon receiving the arrival message. Failure to
insert the
PG begins tracking calls upon receiving the arrival message. Failure to
insert the
INFORM HOST
step will result in the call not being tracked until
later in the call delivery sequence. The net result is that the call time
reported by the Unified ICM may not be accurate. The inaccuracy of the
reported call time varies based on the call type (ACD, DID, etc.) and the
destination as determined by the routing telescript. The inaccuracy can
range from a few hundred milliseconds to many seconds depending on the
Trunk Group configuration, Agent class of service, and application
telescripts that the call passes through. It is therefore required that all
routing telescripts contain an
reported by the Unified ICM may not be accurate. The inaccuracy of the
reported call time varies based on the call type (ACD, DID, etc.) and the
destination as determined by the routing telescript. The inaccuracy can
range from a few hundred milliseconds to many seconds depending on the
Trunk Group configuration, Agent class of service, and application
telescripts that the call passes through. It is therefore required that all
routing telescripts contain an
INFORM HOST
step as early as possible in
the routing telescript.
2.3.2. Translation Routes
The Cisco Translation Routing feature requires that a
REQUEST HOST
telescript step be added to all routing Telescripts that process Translation
Routes. The
Routes. The
REQUEST HOST
step causes a route request message to be
sent to the PG for the given call. The PG will respond to this message by
presenting a destination to the Spectrum, which in turn will send the call to
the specified destination. This step should only be added to those Routing
Telescripts, which process Translation Routed calls. Failure to add this
step will cause Translation Routed calls to be incorrectly delivered.
Adding this step to a Routing Telescript, which is not processing
translation routed calls may cause calls to be incorrectly delivered.
presenting a destination to the Spectrum, which in turn will send the call to
the specified destination. This step should only be added to those Routing
Telescripts, which process Translation Routed calls. Failure to add this
step will cause Translation Routed calls to be incorrectly delivered.
Adding this step to a Routing Telescript, which is not processing
translation routed calls may cause calls to be incorrectly delivered.
2.3.3. Basic Routing Telescript Example
1 RETRIEVE NETWORK INFORMATION
2 INFORM HOST ON ARRIVAL
3 ROUTE TRANSLATION
2 INFORM HOST ON ARRIVAL
3 ROUTE TRANSLATION
2.3.4. Translation Routing Telescript Example
1 RETRIEVE NETWORK INFORMATION
2 REQUEST HOST INSTRUCTION ON ARRIVAL 2 SECONDS
3 ROUTE TRANSLATION
2 REQUEST HOST INSTRUCTION ON ARRIVAL 2 SECONDS
3 ROUTE TRANSLATION
2.4. Unified ICM Required Application Telescript Changes
The current Unified ICM product requires you, as the customer, to modify
existing application telescripts in order to supplement the default
information the Spectrum sends over the Transaction Link. The
supplemental changes are sent over the Transaction Link using the
existing application telescripts in order to supplement the default
information the Spectrum sends over the Transaction Link. The
supplemental changes are sent over the Transaction Link using the
INFORM HOST ON SI
application vector step. The Spectrum PG decodes
the host_info portion of the
INFORM HOST ON SI
step to determine a
call‟s supplemental state. These steps are used to inform the PG that a call
has been offered to a Spectrum application, a call has been queued to a
has been offered to a Spectrum application, a call has been queued to a