Cisco Cisco IP Contact Center Release 4.6.2 Technical References
23
6. Unified ICM Configuration
In Unified ICM terms, the VRU itself corresponds to a peripheral. Unified
ICM treats all contact center devices (e.g., ACDs, PBXs, IVR systems) as
peripherals.
ICM treats all contact center devices (e.g., ACDs, PBXs, IVR systems) as
peripherals.
To properly configure and maintain Unified ICM database, you need to
understand the relationship between the objects configured in the VRU,
and the Unified ICM database, relationship of the field in the VRU
message, and the attribute of objects in Unified ICM database.
understand the relationship between the objects configured in the VRU,
and the Unified ICM database, relationship of the field in the VRU
message, and the attribute of objects in Unified ICM database.
Some mappings are described in this chapter. For example, a Unified ICM
Trunk Group Peripheral Number corresponds to the Trunk Group ID value
in the VRU messages.
Trunk Group Peripheral Number corresponds to the Trunk Group ID value
in the VRU messages.
Note:
Different VRU vendors may use different object names; refer to
the document from the VRU vendor for detailed object mapping. This
chapter also provides information specific to configuring a VRU PG using
the Configuration Manager's PG Explorer tool.
the document from the VRU vendor for detailed object mapping. This
chapter also provides information specific to configuring a VRU PG using
the Configuration Manager's PG Explorer tool.