Cisco Cisco IP Contact Center Release 4.6.2 Technical References

Cisco

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Contents

Preface ........................................................................................... ix

Overview ................................................................................. 13

1.1. ACD Interface Requirements ............................................................... 14

Spectrum Port ............................................................................ 15

Spectrum Transaction Link Port ................................................. 16

Duplex PG Configuration using TCP/IP ..................................... 16

1.2. Hardware and Software Requirements .............................................. 17

1.3. Supported Unified ICM Features ......................................................... 17

1.4. Unified ICM Features Not Supported .................................................. 17

1.5. Support for Spectrum Release 7.01.a and 7.01.b .............................. 17

ACD Configuration ................................................................. 19

2.1. Transaction Link Port Configuration .................................................. 20

Port Provisioning for X.25 Implementation ................................ 20

Transaction Link Cable Specifications for X.25 link ................... 20

Port Provisioning for TCP/IP Implementation ............................ 21

2.2. Supervisor CRT Link ............................................................................ 22

Port Provisioning ........................................................................ 22

Supervisor CRT Specifications .................................................. 23

Supervisor CRT User Account ................................................... 23

2.3. Unified ICM Required Routing Telescript Changes .......................... 23

Call Arrival .................................................................................. 24

Translation Routes ..................................................................... 24

Basic Routing Telescript Example ............................................. 24

Translation Routing Telescript Example .................................... 24

2.4. Unified ICM Required Application Telescript Changes .................... 24

Call Event Notifications .............................................................. 25

Post-Routing on the Spectrum ACD .......................................... 26

2.5. Customer Migration Strategy .............................................................. 27