Cisco Cisco IP Contact Center Release 4.6.1 Technical References

 

 

 Unified ICM Required Application Telescript Changes 

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Spectrum Agent group, or to specify Caller Entered Digits collected on the 
Spectrum. 

The Release 5.2 of the Spectrum ACD introduces a new message, called 
the Call Status message, which is used to enhance the Subscriber 
Information feature on the Transaction Link. The reason for using the 

INFORM HOST CALL STATUS

 step is that it will help in providing better 

statistics on the Spectrum ACD. It must be understood that although the 

INFORM HOST CALL STATUS

 step can provide an alternative to the 

INFORM HOST ON SI

 application vector step, except in case of Post-

Routing, they may both exist on the same telescript. To support Post-
Routing on the Spectrum ACD, the customer must still insert application 
vector steps to perform a 

REQUEST HOST ON SI

 telescript step. The new 

implementation is supported only in ICM Release 2.5 and beyond. 

The Unified ICM 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 messages are 
sent over the Transaction Link using the 

INFORM HOST ON SI

 or 

INFORM HOST CALL STATUS

 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, or this information is implicitly 
contained in the 

INFORM HOST CALL STATUS

 step. 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 Spectrum Agent group, or to specify Caller 
Entered Digits collected on the Spectrum. 

The Call Offered message defines when a call has been offered to a 
Spectrum application. The Call Offered message is defined by an  

INFORM HOST ON SI

 vector step where the host_info string is set to 

„

OFFERED_xxx

‟, where xxx represents the Spectrum application number 

(Unified ICM Service Peripheral Number) associated with the Call. When 
using the 

INFORM HOST CALL STATUS

 step, the application number is 

present in the Call Status message associated with the call. This step 
should be very close to the beginning of the telescript, and there should not 
exist any branches within the script that will not execute this step.  

 

 

1 

INFORM HOST ON SI DIGIT FOR ‘OFF_1’ 

OR 

1 

INFORM HOST CALL STATUS DIGIT 

This 

INFORM HOST CALL STATUS DIGIT

 vector step can also be used in 

place of the 

INFORM HOST ON SI DIGIT 

vector step. This step does not 

require the '

OFF_xx

' as it automatically informs Cisco Unified ICM about 

the call offered, queued, or customer-entered-digits collected.