Cisco Cisco IP Contact Center Release 4.6.2 Technical References

26 

ACD Configuration 

 

The Call Queued message defines when a call has been queued for a 
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 

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 

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’ 

To support Post-Routing on the Spectrum ACD, the customer must insert 
application vector steps to perform a 

REQUEST HOST ON SI

 telescript 

step.