Cisco Cisco IPCC Web Option Technical References
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Media Blender Configuration for Rockwell Spectrum
Computer Management. When the Computer Management window
displays, select System Tools, then Local Users and Groups. Right click
on the Users directory to add a new user. Make the new user a member
of “Administrator”.) Then restart the Blender IIS Admin and WWW
services.
on the Users directory to add a new user. Make the new user a member
of “Administrator”.) Then restart the Blender IIS Admin and WWW
services.
The following example adds the user qaadmin to login as Blender
Administrator.
Blender.groups=
Administrator.
Blender.groups=
Blender.users=Administrator, qaadmin
BlenderNew.groups=
BlenderNew.users=Administrator, qaadmin
wlPageCompile.groups=
wlPageCompile.users=Administrator, qaadmin
5.3. Voice and Chat CTI Call Strategies
The available CTI strategies are designed to provide appropriate callback
in different configurations and for different call strategies.
in different configurations and for different call strategies.
5.3.1. Voice Call Strategies
The following two CTI strategies can be used with voice calls.
PhantomWaitRelease
Media Blender dials into a queue using one of the phantom lines. Once the
agent answers, the phantom line is placed on hold while Media Blender
places an outbound call to the caller using the agent's second line. Once
the caller answers the phone, the phantom line is released.
agent answers, the phantom line is placed on hold while Media Blender
places an outbound call to the caller using the agent's second line. Once
the caller answers the phone, the phantom line is released.
PhantomWaitNoRelease
This strategy is similar to PhantomWaitRelease except that the phantom
line stays connected to the agent for the length of the call. This provides
for a more detailed agent handle time reporting from the ACD, but it
requires a larger pool of phantom lines. One phantom line is allowed for
each caller.
line stays connected to the agent for the length of the call. This provides
for a more detailed agent handle time reporting from the ACD, but it
requires a larger pool of phantom lines. One phantom line is allowed for
each caller.
PhantomWaitOneLine
This strategy is similar to PhantomWaitRelease, except that it drops the
phantom call before placing the outbound call from the agent to the
original caller. It is intended for use in contact centers where the agent
phones are unable to handle two simultaneous calls. The strategy must
only be used if the switch has been programmed to place the agent in a
non-ready state as soon as the phantom call is dropped; otherwise, there is
a small window of time where it is possible for another queued call to get
routed to that agent before the Blender has a chance to place the outbound
call.
phantom call before placing the outbound call from the agent to the
original caller. It is intended for use in contact centers where the agent
phones are unable to handle two simultaneous calls. The strategy must
only be used if the switch has been programmed to place the agent in a
non-ready state as soon as the phantom call is dropped; otherwise, there is
a small window of time where it is possible for another queued call to get
routed to that agent before the Blender has a chance to place the outbound
call.
5.3.2. Chat Session Strategies
The following three CTI strategies can be used for chat sessions. Note that
when a chat session is active, the agent‟s phone is unavailable.
when a chat session is active, the agent‟s phone is unavailable.