Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
ACD Interface Requirements
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For Single Transaction Link configuration, both the PGs are configured to
connect to the same Transaction Link as both sides are never actively
connected to Transaction Link at the same time. Therefore, both the PGs
should be seen as the same application by the switch.
connect to the same Transaction Link as both sides are never actively
connected to Transaction Link at the same time. Therefore, both the PGs
should be seen as the same application by the switch.
For Dual Transaction Link configuration, each side of the PG is configured
to a Transaction Link on a different Transaction Link Card. Therefore, if
one Transaction Link Card goes down, the Dual Transaction Link
configuration provides for more fault tolerance. Each Transaction Link
Card will have its own IP address to the network. Both PGs in Dual
Transaction Link configuration are actively connected to Transaction Link
Points at the same time, although only one PG is actively processing the
calls. Therefore, both the PGs should be seen as the different applications
by the switch (only supported by ICM 4.1 version and later).
to a Transaction Link on a different Transaction Link Card. Therefore, if
one Transaction Link Card goes down, the Dual Transaction Link
configuration provides for more fault tolerance. Each Transaction Link
Card will have its own IP address to the network. Both PGs in Dual
Transaction Link configuration are actively connected to Transaction Link
Points at the same time, although only one PG is actively processing the
calls. Therefore, both the PGs should be seen as the different applications
by the switch (only supported by ICM 4.1 version and later).
1.1.1. Spectrum Port
When the Spectrum ACD is connected to the PG in order to provide access
to a Spectrum Port, the communication between the Peripheral Gateway
and the Supervisor CRT port is via a 4800 or 9600 baud serial
communication line.
to a Spectrum Port, the communication between the Peripheral Gateway
and the Supervisor CRT port is via a 4800 or 9600 baud serial
communication line.
The Supervisor CRT port is used to obtain two types of information:
Agent directory numbers for all Skill Groups in Unified ICM
config
config
Spectrum local time
When the PG first begins operation, it queries the Spectrum over the
Supervisor CRT link to obtain the list of configured Agents as seen on
the Spectrum. The Agents identified in the query response will be
dynamically added to the Unified ICM configuration. After the PG is
initialized, the Spectrum local time is obtained periodically over the
Supervisor CRT link, which is used to synchronize Unified ICM
reporting intervals with those of Spectrum.
Supervisor CRT link to obtain the list of configured Agents as seen on
the Spectrum. The Agents identified in the query response will be
dynamically added to the Unified ICM configuration. After the PG is
initialized, the Spectrum local time is obtained periodically over the
Supervisor CRT link, which is used to synchronize Unified ICM
reporting intervals with those of Spectrum.
The PIM configuration registry “SupervisorCRTWaitTimeout” setting,
defines the total query time for an agent group over the CRT link, a serial
communications link for Rockwell Spectrum Supervisors. Normally, it
takes 4-8 seconds for the ACD to respond to a query. The default setting is
1200000 (20 minutes). Therefore, the suggested setting is defined by
multiplying the number of configured agents in the largest Agent Group by
4 for a 9600 baud rate, and by 8, for a baud rate of 4800.
defines the total query time for an agent group over the CRT link, a serial
communications link for Rockwell Spectrum Supervisors. Normally, it
takes 4-8 seconds for the ACD to respond to a query. The default setting is
1200000 (20 minutes). Therefore, the suggested setting is defined by
multiplying the number of configured agents in the largest Agent Group by
4 for a 9600 baud rate, and by 8, for a baud rate of 4800.
Note:
If more than 300 agents are configured with a baud rate of 9600, the
suggested setting is defined by multiplying the number of agents
configured in the largest Agent Group by 4.
suggested setting is defined by multiplying the number of agents
configured in the largest Agent Group by 4.
Each Peripheral Gateway requires a dedicated Supervisor CRT port.
Duplex Peripheral Gateways will therefore require two Supervisor CRT
ports, although at any given time only one CRT port will be operational.
The operational port will be that which is physically connected to the
active Peripheral Gateway.
Duplex Peripheral Gateways will therefore require two Supervisor CRT
ports, although at any given time only one CRT port will be operational.
The operational port will be that which is physically connected to the
active Peripheral Gateway.