Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
Skill Group to Service Mappings
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3.3. Trunk Groups
A Spectrum ACD Trunk Group is equivalent to a Unified ICM Trunk
Group. The Trunk Group number, as defined on the ACD (e.g. Trunk
Group 5) is the Unified ICM Trunk Group Peripheral Number. The
Unified ICM Trunk Group Extension is not used by the Spectrum PG. The
Number of Trunks field should be provided to allow the Unified ICM to
track the utilization of Trunks within a Trunk Group.
Group. The Trunk Group number, as defined on the ACD (e.g. Trunk
Group 5) is the Unified ICM Trunk Group Peripheral Number. The
Unified ICM Trunk Group Extension is not used by the Spectrum PG. The
Number of Trunks field should be provided to allow the Unified ICM to
track the utilization of Trunks within a Trunk Group.
3.4. Trunks
Individual Trunks are not monitored by the Spectrum Peripheral gateway.
As a result, Trunks need not be entered in the Unified ICM configuration;
and, therefore, no special configuration consideration is required for
individual Trunks.
As a result, Trunks need not be entered in the Unified ICM configuration;
and, therefore, no special configuration consideration is required for
individual Trunks.
3.5. Services
A Unified ICM Service maps directly to a Spectrum Application. The
Service Peripheral Number is equivalent to the Application Number as
known on the Spectrum ACD. The extension field of the Unified ICM
service maps to the Directory Number (DN) of the Spectrum Application.
The Peripheral Service Level field must be set to “Calculated by Call
Center”.
Service Peripheral Number is equivalent to the Application Number as
known on the Spectrum ACD. The extension field of the Unified ICM
service maps to the Directory Number (DN) of the Spectrum Application.
The Peripheral Service Level field must be set to “Calculated by Call
Center”.
3.6. Skill Groups
A Spectrum Agent Group is equivalent to the Unified ICM Skill Group.
The ACD‟s Agent Group Number is the Unified ICM Skill Group
Peripheral Number. For all the releases before the release 5.2 of the
Spectrum ACD, the Skill Group could be between 1 and 200. For the
release 5.2 and greater of the Spectrum ACD, the Skill Group can now be
between 1 and 1000. The Unified ICM Skill Group Extension is not used
by the Spectrum PG.
The ACD‟s Agent Group Number is the Unified ICM Skill Group
Peripheral Number. For all the releases before the release 5.2 of the
Spectrum ACD, the Skill Group could be between 1 and 200. For the
release 5.2 and greater of the Spectrum ACD, the Skill Group can now be
between 1 and 1000. The Unified ICM Skill Group Extension is not used
by the Spectrum PG.
No special configuration information is required for the Skill Group for the
Spectrum ACD. If the MAXAGRP ACD system parameter is set to 256 or
higher, the TwoByteAgentGroups setting in the Unified ICM registry must
be set equal to 1 (default 0).
Spectrum ACD. If the MAXAGRP ACD system parameter is set to 256 or
higher, the TwoByteAgentGroups setting in the Unified ICM registry must
be set equal to 1 (default 0).
If the MAXAGRP ACD system parameter is set for less than 256, the
TwoByteAgentGroup setting in the NT Registry must have a value of 0.
You can add this setting by editing the PIM section of the Web Setup
Tool, or by specifying the following in the NT Registry:
TwoByteAgentGroup setting in the NT Registry must have a value of 0.
You can add this setting by editing the PIM section of the Web Setup
Tool, or by specifying the following in the NT Registry:
\Software\Geotel\ICM\cust_inst\PGxx\PG\CurrentVersion\PIMS\pimx\SpectrumDat
a\Config\TwoByteAgentGroups
a\Config\TwoByteAgentGroups
3.7. Skill Group to Service Mappings
The Unified ICM Skill Group to Service mapping corresponds to the list of
Spectrum ACD Agent Groups selected throughout an Application
Telescript for a given Spectrum Application. The Skill Groups are mapped
Spectrum ACD Agent Groups selected throughout an Application
Telescript for a given Spectrum Application. The Skill Groups are mapped