Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
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Web Setup Tool and Unified ICM Configuration
translate to an application or Agent/supervisor directory number or LWN
or a Target Party Number. The Spectrum will issue a route request to the
PG upon executing the REQUEST HOST ON SI vector step. The PG will
request a route from the Unified ICM CallRouter. The label returned from
the Unified ICM CallRouter will specify the target directory number which
will then be forwarded to the Spectrum via a route response. If a time-out
value was specified in the REQUEST HOST ON SI vector step, the route
response must arrive within the specified time-out interval. If the response
fails to arrive within the time-out interval, the application telescript will
continue execution at the step that follows the REQUEST HOST ON SI
step.
or a Target Party Number. The Spectrum will issue a route request to the
PG upon executing the REQUEST HOST ON SI vector step. The PG will
request a route from the Unified ICM CallRouter. The label returned from
the Unified ICM CallRouter will specify the target directory number which
will then be forwarded to the Spectrum via a route response. If a time-out
value was specified in the REQUEST HOST ON SI vector step, the route
response must arrive within the specified time-out interval. If the response
fails to arrive within the time-out interval, the application telescript will
continue execution at the step that follows the REQUEST HOST ON SI
step.
The Routing Client Configuration Parameters string should be empty.
3.12.1. Route Request
The Spectrum ACD sends a route request to the PG via the INFORM
HOST application vector step if the Instruction Needed flag is set. The
Spectrum Application ID should be specified in the host digits field.
HOST application vector step if the Instruction Needed flag is set. The
Spectrum Application ID should be specified in the host digits field.
3.12.2. Route Select
The PG receives the selected route information from the Router and
converts it into a Spectrum Transaction Link route response message,
which is sent to the Spectrum ACD. The resulting Label is an encoded
Spectrum directory number. The directory number may identify an
individual Agent or a Spectrum application. The label can additionally
specify new values for call priority or call intercept level.
converts it into a Spectrum Transaction Link route response message,
which is sent to the Spectrum ACD. The resulting Label is an encoded
Spectrum directory number. The directory number may identify an
individual Agent or a Spectrum application. The label can additionally
specify new values for call priority or call intercept level.
3.12.3. Label Syntax
The Unified ICM label specifies a target and one or more options. The
target can be of four types: a Directory Number (Agent or application), a
Logical Workstation Number, an Application Identifier, or a Target Party
Number. These distinct target types restrict the Unified ICM label to
specifying a single target. The label can also specify optional values for
Call Priority, Call Intercept Level, and Originating Announcement. The
label may specify the target and the option specifiers in any order.
target can be of four types: a Directory Number (Agent or application), a
Logical Workstation Number, an Application Identifier, or a Target Party
Number. These distinct target types restrict the Unified ICM label to
specifying a single target. The label can also specify optional values for
Call Priority, Call Intercept Level, and Originating Announcement. The
label may specify the target and the option specifiers in any order.
Specifying Targets
You specify targets in an Unified ICM label by providing an alpha prefix
followed by a numeric value (for example, D5001). The alpha prefixes are
not case-sensitive. The label parsing algorithm identifies a given target
type based on its alpha prefix.
followed by a numeric value (for example, D5001). The alpha prefixes are
not case-sensitive. The label parsing algorithm identifies a given target
type based on its alpha prefix.
The prefixes include: