Cisco Cisco IPCC Web Option Technical References
Voice and Chat CTI Call Strategies
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PhantomNoCallRelease
Use this strategy if you want to provide chat sessions and if your ACD is
configured to place agents in a busy state as soon as their phones
disconnect. This strategy connects to an agent but releases the phantom
line immediately. The agent is placed in a busy state, allowing the agent
and caller to engage in a text chat session uninterrupted.
configured to place agents in a busy state as soon as their phones
disconnect. This strategy connects to an agent but releases the phantom
line immediately. The agent is placed in a busy state, allowing the agent
and caller to engage in a text chat session uninterrupted.
PhantomNoCallNoRelease
Use this strategy if you want to provide chat sessions and if your ACD
does not support the automatic busying out of agents. The Media Blender
uses the phantom line to select the agent; however, the phantom does not
release the agent's phone until the session is complete. This provides for
more accurate reporting, but requires a larger pool of phantom lines.
does not support the automatic busying out of agents. The Media Blender
uses the phantom line to select the agent; however, the phantom does not
release the agent's phone until the session is complete. This provides for
more accurate reporting, but requires a larger pool of phantom lines.
PhantomNoCallNoHold
This strategy is similar to the PhantomNoCallNoRelease strategy except
that the call from the phantom line to the agent is not placed in the hold
state. Rather it remains in the talking state. For reporting purposes, this
strategy has the ACD report that the agent is talking while using a chat.
that the call from the phantom line to the agent is not placed in the hold
state. Rather it remains in the talking state. For reporting purposes, this
strategy has the ACD report that the agent is talking while using a chat.
5.3.3. CTI Strategies for Rockwell Spectrum
Rockwell Spectrum is supported with Unified ICM CTI Server for Unified
ICM integration on Windows 2000. The following table lists the CTI
strategies that can be used for the Rockwell Spectrum supported by the
basic Media Blender configuration:
PhantomWaitRelease
PhantomWaitNoRelease
PhantomNoCallRelease
PhantomNoCallNoRelease
PhantomNoCallNoHold
ICM integration on Windows 2000. The following table lists the CTI
strategies that can be used for the Rockwell Spectrum supported by the
basic Media Blender configuration:
PhantomWaitRelease
PhantomWaitNoRelease
PhantomNoCallRelease
PhantomNoCallNoRelease
PhantomNoCallNoHold
5.3.4. Routing Address and Routing Numbers
When a callback request comes in, the Media Blender retrieves the routing
address from the callback form and matches it to the ADN routing number.
The ACD then routes the request to the appropriate agent.
address from the callback form and matches it to the ADN routing number.
The ACD then routes the request to the appropriate agent.
The Routing Address is a code embedded in the Blender Callback HTML
form used by the caller. The Routing Address is set in a hidden field,
RoutingAddr, on the Callback form. Cisco provides a sample callback
form (/<CCS dir>/pub/html/forms/callFormACD.html) that
the CCS administrator can use to create the callback form for your site.
form used by the caller. The Routing Address is set in a hidden field,
RoutingAddr, on the Callback form. Cisco provides a sample callback
form (/<CCS dir>/pub/html/forms/callFormACD.html) that
the CCS administrator can use to create the callback form for your site.
The Routing number is equal to a value unique to the CDN routing
number logic on the Rockwell Spectrum.
number logic on the Rockwell Spectrum.