Cisco Cisco IP Contact Center Release 4.6.2 Technical References

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ACD Configuration 

 

  

6 PLAY ANNOUNCEMENT 5 
7 GOTO 5 

 

1 PLAY ANNOUNCEMENT 63 

 

2 REQUEST HOST ON SI IN DIGIT FOR ‘OFF_1’ 10 SECONDS 

 

3 IF RESULT EQ FAILURE GOTO 5  

 

4 ROUTE TRANSLATION 

 

5 QUEUE AGENT GROUP 1 

 

6 DELAY 1 SECONDS 

 

7 INFORM HOST SI DIGIT FOR 'Q_1' 
8 DELAY FOREVER 
 

It is preferred that changes made to your configuration be accomplished 
first on the Spectrum ACD, then in the Unified ICM database. This will 
ensure that the PG sees the configuration updates on the Spectrum ACD 
system.  

It is imperative that the Spectrum ACD, and Unified ICM database 
configurations are kept synchronized (that is, up-to-date with each other). 
Inaccurate or incomplete data could result in configuration errors.  

To resolve reporting problems, which occur due to configuration errors, 
you must identify the difference between the configuration statistics of the 
Cisco Unified ICM, and the Spectrum ACD. Then, select the service that 
shows the largest discrepancy and verify the routing and the application 
telescripts for the correct implementation of the INFORM HOST steps, 
and the call flow. Also, enable the SEND CONFIG INFO TO HOST 
feature on the Agent, and the ALLOW HOST TRANSACTION feature on 
the Trunk Group Class of Service.  You must deactivate, and reactivate, 
the trunks after you enable the ALLOW HOST TRANSACTION feature. 

For the Unified ICM to be updated with all Agent activity changes from 
the ACD, and to resolve any missing activity reports from the ACD, 
ensure that the Agent Configuration parameter, ACTRPT, is set to Y.