Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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ACD Configuration
Call Queued Message
The Call Queued message defines when a call has been queued for a
Spectrum Agent group. The Call Queued message is defined by an
Spectrum Agent group. The Call Queued message is defined by an
INFORM HOST ON SI
vector step where the host_info string is set to
„
QUEUED_xxx
‟, where xxx represents the Spectrum Agent group number
to which the call was queued. The
QUEUED INFORM HOST
step should
be placed after the
QUEUE AGENT GROUP
vector step. It is also
necessary to insert a 1-second delay step between the
QUEUE AGENT
GROUP STEP
and the
INFORM HOST ‘QUEUED’
step due to the timing
window in Spectrum telescript processing. When using the
INFORM
HOST CALL STATUS
step, the queued Agent groups are present in the
Call Status message associated with the call.
1
QUEUE AGENT GROUP 80
2
DELAY 1
3
INFORM HOST ON SI DIGIT FOR ‘Q_80’
OR
1
QUEUE AGENT GROUP 80
2
INFORM HOST CALL STATUS DIGIT
Example 2. Call Queued Message
Caller Entered Digits Message
The Caller Entered Digits message makes it possible to Post Route a call
based on digits collected by the Spectrum in an Application Telescript.
The Caller Entered Digits message is defined by an
based on digits collected by the Spectrum in an Application Telescript.
The Caller Entered Digits message is defined by an
INFORM HOST ON SI
vector step or the
INFORM HOST CALL STATUS
vector step where the
host_info string is set to „
CED
‟, and the collected digits are contained in
the application telescript variable “
DIGIT
”. The
CED INFORM HOST
step
should be placed before requesting a Post Route with the
REQUEST
HOST
vector step. Multiple CED messages may be sent for a given call,
although only the CED message immediately preceding the
REQUEST
HOST
vector step will be used by the Unified ICM to determine the route.
1
COLLECT 4 IN DIGIT
2
INFORM HO
ST ON SI DIGIT FOR ‘CED’
OR
1
COLLECT 4 IN DIGIT
2
INFORM HOST CALL STATUS DIGIT FOR ‘CED’
Example 3. Caller Entered Digits Message
2.4.2. Post-Routing on the Spectrum ACD
To support Post-Routing on the Spectrum ACD, the customer must insert
application vector steps to perform a
application vector steps to perform a
REQUEST HOST ON SI
telescript
step.