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Cisco Unified Contact Center Enterprise 9.0(1)
Technical References
Cisco Cisco Unified Contact Center Enterprise 9.0(1) Technical References
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4.4. CTI Caveats ........................................................................................... 43
5.
Media Blender Configuration for Rockwell Spectrum ........ 45
5.1. Media Blender Integration with the Unified ICM system software .. 46
5.2. Key Property Files ................................................................................ 46
5.2.1.
Blender.Properties ..................................................................... 47
5.2.2.
ACD.ciscocti.properties .............................................................. 47
5.2.3.
Collaboration.properties ............................................................. 51
5.2.4.
Phantoms.properties .................................................................. 51
5.2.5.
phantomagents.properties ......................................................... 51
5.2.6.
phantompasswords.properties ................................................... 51
5.2.7.
<Connection_CMB>.properties .................................................. 52
5.2.8.
Service.FWGW.properties ......................................................... 53
5.2.9.
FirewallGateway.properties ....................................................... 53
5.2.10.
Resource.Properties .................................................................. 55
5.2.11.
agentmapping.properties ........................................................... 55
5.3. Voice and Chat CTI Call Strategies ..................................................... 56
5.3.1.
Voice Call Strategies .................................................................. 56
5.3.2.
Chat Session Strategies ............................................................ 56
5.3.3.
CTI Strategies for Rockwell Spectrum ....................................... 57
5.3.4.
Routing Address and Routing Numbers .................................... 57
5.4. Configuring the Rockwell Spectrum Phone ...................................... 58
5.4.1.
Configure the Skill Groups ......................................................... 58
5.4.2.
Example service ID configuration .............................................. 59
5.4.3.
Example Trunk Group Number Configuration with Peripheral IDs
59
5.4.4.
Example Agent Configuration .................................................... 59
5.5. Testing the Rockwell Switch ............................................................... 60
5.5.1.
Create a CCS Agent for the Rockwell Spectrum Phone ............ 60
5.5.2.
Log in a Blended Collaboration Agent on a Rockwell Phone .... 61
5.5.3.
Make a Blended Collaboration Caller Request to a Rockwell
Agent/Phone ........................................................................................... 61
5.5.4.
Log In an Agent on a Rockwell Spectrum Phone ...................... 62
5.5.5.
Place a Call on a Rockwell Spectrum Phone ............................ 62
5.5.6.
Transfer a Call on a Rockwell Spectrum Phone ........................ 62
5.5.7.
Place a Conference Call on a Rockwell Spectrum Phone ......... 63
5.5.8.
Making an Agent Not Ready ...................................................... 63
5.6. Glossary ................................................................................................ 63
Appendix A: Eicon Card Configuration ....................................... 1
Index .................................................................................... Index-1
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