Cisco Cisco IP Contact Center Release 4.6.2 Technical References
Example Application Telescripts
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or disconnected from a call. In addition, this bit will cause the Spectrum to
send Agent state change messages to the PG over the Transaction Link as
an Agent transitions through the various prevalent states. Failure to set this
bit will inhibit the ability of the Unified ICM to accurately track Agent
State.
send Agent state change messages to the PG over the Transaction Link as
an Agent transitions through the various prevalent states. Failure to set this
bit will inhibit the ability of the Unified ICM to accurately track Agent
State.
Prior to Spectrum Release 5.1, the Transaction Link enabled bit must be
set for each Class of Service whose Agents will be routed calls by the
Unified ICM.
set for each Class of Service whose Agents will be routed calls by the
Unified ICM.
2.7. Trunk Group
Prior to the Spectrum Release 5.1, the Transaction Link enabled bit must
be set for each Trunk Group to which the Unified ICM will route calls. As
of Release 5.1 and later, the HOSTFLAG bit must be enabled for each
Class of Service whose trunks will receive calls routed by the Unified
ICM. Setting this bit will allow call events (arrival, offered, queued, CED)
to be sent to the PG when a call arrives on a given trunk. Failure to set this
bit will inhibit the ability of the Unified ICM to accurately track call times
since the call will not be seen at the time it enters the switch.
be set for each Trunk Group to which the Unified ICM will route calls. As
of Release 5.1 and later, the HOSTFLAG bit must be enabled for each
Class of Service whose trunks will receive calls routed by the Unified
ICM. Setting this bit will allow call events (arrival, offered, queued, CED)
to be sent to the PG when a call arrives on a given trunk. Failure to set this
bit will inhibit the ability of the Unified ICM to accurately track call times
since the call will not be seen at the time it enters the switch.
Note:
It is necessary to remove and restore from service the T1 cards that are
associated with the Trunk Group for the change to take affect.
associated with the Trunk Group for the change to take affect.
2.8. Example Application Telescripts
The following examples illustrate the use of the application telescript steps
required to implement the supplemental Transaction Link message
required by the Unified ICM. These scripts are provided solely for the
purpose of illustrating the supplemental messages and are not intended to
represent realistic application telescripts.
required to implement the supplemental Transaction Link message
required by the Unified ICM. These scripts are provided solely for the
purpose of illustrating the supplemental messages and are not intended to
represent realistic application telescripts.
2.8.1. Basic Application Telescript Example Using INFORM
HOST ON SI step
1 START TONE RINGBACK
2 INFORM HOST SI DIGIT FOR 'OFF_1'
3 QUEUE AGENT GROUP 1
4 DELAY 1 SECONDS
5 INFORM HOST SI DIGIT FOR 'Q_1'
6 DELAY 20 SECONDS
7 PLAY ANNOUNCEMENT 5
8 GOTO 6
2.8.2. Basic Application Telescript Example Using INFORM
HOST CALL STATUS step
1 START TONE RINGBACK
2 INFORM HOST CALL STATUS DIGIT
3 QUEUE AGENT GROUP 1
4 INFORM HOST CALL STATUS DIGIT
5 DELAY 20 SECONDS