Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
Customer Migration Strategy
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Note:
The host digits field of the
INFORM HOST
step may be used to
consolidate the “offered” message with a route request in cases where the
route request occurs in the beginning of the application telescript.
route request occurs in the beginning of the application telescript.
If Caller Entered Digits are to be passed to the Unified ICM routing script,
the “
the “
CED
” message must precede the
REQUST HOST
vector step.
1
REQUEST HOST ON SI DIGIT FOR ‘OFF_1’
OR
1
COLLECT 4 IN DIGIT
2
INFORM HOST ON SI DIGIT FOR ‘CED’
3
REQUEST HOST ON SI DIGIT FOR ‘OFF_1’
Example 4. Route Request Message
Note:
Starting ICM 6.0 SR1 ES14, Post Routing was enhanced on the
Spectrum PG to look up the Dialed Number used to Post Route the call.
The Spectrum PG will look for the „Dialed Number‟ in this order:
Spectrum PG to look up the Dialed Number used to Post Route the call.
The Spectrum PG will look for the „Dialed Number‟ in this order:
1. Extension field of the Unified ICM Peripheral Service XXXX where
XXXX is the OFF_XXXX part of the Post Route ACD telescript
message (if present).
or
message (if present).
or
2. DNIS provided by the ACD in the Call Arrival Message.
The reason why this is an enhancement is that the ACD messaging
interface must present a DNIS to the PIM prior to Post Route, but, it
doesn't in all cases. In cases where DNIS is absent, see resolution
below.
Resolution: Create a Unified ICM Peripheral Service in the Unified
ICM database with Peripheral Number = XXXX where XXXX is the
OFF_XXXXX part of the Post Route ACD telescript message. In the
extension field of this Service configuration, fill in the Dialed Number
for this Service, i.e. same dialed number configured in the Unified
ICM to look up the correct Unified ICM script to post route this call.
The PG change will look for this Dialed Number first and only if it
doesn't find one, it will use the DNIS it knows about (from ACD).
This will return the correct label and the call will be post routed
correctly.
interface must present a DNIS to the PIM prior to Post Route, but, it
doesn't in all cases. In cases where DNIS is absent, see resolution
below.
Resolution: Create a Unified ICM Peripheral Service in the Unified
ICM database with Peripheral Number = XXXX where XXXX is the
OFF_XXXXX part of the Post Route ACD telescript message. In the
extension field of this Service configuration, fill in the Dialed Number
for this Service, i.e. same dialed number configured in the Unified
ICM to look up the correct Unified ICM script to post route this call.
The PG change will look for this Dialed Number first and only if it
doesn't find one, it will use the DNIS it knows about (from ACD).
This will return the correct label and the call will be post routed
correctly.
2.5. Customer Migration Strategy
The Call Status message is available only in the Release 5.2 of the
Spectrum ACD. Prior to this release, you, as the customer, must include
the INFORM HOST ON SI step in the application telescripts to provide
the call supplemental state to indicate that the call has been offered to a
Spectrum application, or the call has been queued to certain Agent groups,
or to specify Caller Entered Digits collected on the Spectrum.
Spectrum ACD. Prior to this release, you, as the customer, must include
the INFORM HOST ON SI step in the application telescripts to provide
the call supplemental state to indicate that the call has been offered to a
Spectrum application, or the call has been queued to certain Agent groups,
or to specify Caller Entered Digits collected on the Spectrum.
In the Release 5.2 and beyond, you, as the customer, do not necessarily
need to change the telescripts, unless you want to use the INFORM HOST
CALL STATUS step as an alternative to INFORM HOST ON SI step,
which will help in providing better statistics on the Spectrum ACD. The
Spectrum PIM will support both the old and the new methods. The
need to change the telescripts, unless you want to use the INFORM HOST
CALL STATUS step as an alternative to INFORM HOST ON SI step,
which will help in providing better statistics on the Spectrum ACD. The
Spectrum PIM will support both the old and the new methods. The