Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
Routing Client
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Available
AVAILABLE
WorkNotReady
CALLWORK and available console lamp is not lit
WorkReady
CALLWORK and available console lamp is lit
TalkingIn
BUSY with inbound call on ACD Line 1
TalkingOut
BUSY with outbound call on ACD Line 1
TalkingOther
BUSY on position call or supervisor assist
Logged Out
SIGNEDOFF
Care must be taken when mapping Skill Groups to a given Agent. The
Skill Group priority (PRI or SEC) must agree with the Agent definition on
the Spectrum. If the Spectrum and the Unified ICM Skill Group to Agent
mapping do not agree, Unified ICM routing telescripts will not behave as
one might expect.
Skill Group priority (PRI or SEC) must agree with the Agent definition on
the Spectrum. If the Spectrum and the Unified ICM Skill Group to Agent
mapping do not agree, Unified ICM routing telescripts will not behave as
one might expect.
Note:
To update the Agent State to Talking
1
as soon as the agent dials a call,
you need to set the config registry DWORD (EnableAgtStateOnCallInit)
to 1 in the following path:
to 1 in the following path:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco System, Inc.\ICM\<ICM
Instance>\<PG
instance>\PG\CurrentVersion\PIMS\pimxxx\SpectrumData\Config\
Instance>\<PG
instance>\PG\CurrentVersion\PIMS\pimxxx\SpectrumData\Config\
3.10. Translation Routes
Translation Routes are supported on the Spectrum ACD Peripheral
Gateway.
Gateway.
3.11. Routes
An Unified ICM Route is one or more Unified ICM Peripheral Targets that
are logically equivalent, i.e., they identify the same logical target on the
Spectrum ACD.
are logically equivalent, i.e., they identify the same logical target on the
Spectrum ACD.
3.12. Routing Client
The Spectrum PG supports Post-Routing and can therefore be considered a
Routing Client. To configure a Routing Client for the ACD, the Unified
ICM Routing Client Peripheral entry should be set to the Unified ICM
Peripheral defining the configured Spectrum ACD. The PG can route to
the following: directory number, application, LWN (Logical WorkStation
Number), or Target Party Number.
Routing Client. To configure a Routing Client for the ACD, the Unified
ICM Routing Client Peripheral entry should be set to the Unified ICM
Peripheral defining the configured Spectrum ACD. The PG can route to
the following: directory number, application, LWN (Logical WorkStation
Number), or Target Party Number.
To initiate a Post Route, call processing on the Spectrum ACD must
execute a REQUEST HOST ON SI application vector step. The
responding Unified ICM label is an encoded Spectrum target which could
execute a REQUEST HOST ON SI application vector step. The
responding Unified ICM label is an encoded Spectrum target which could
1
This functionality is available on ICM 6.0 SR8 ES4, ICM 6.0 SR10, as well as
ICM 7.1(4) onwards.