Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Peripheral Targets and Routes
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Distribution time-out associated with a routing direction to an
Agent processing group.
Agent processing group.
3.2 Peripheral Configuration
The Unified ICM Peripheral corresponds to the Alcatel 4400 ACD.
3.2.1 Peripheral Configuration Parameters
On the Alcatel 4400 PG, there is only one configuration parameter. It
specifies the Unified ICM variable to map correlator data to. It is used to
place correlator data into a call variable during specific call events
received from the 4400, and also used to set correlator data on the 4400
during routing.
specifies the Unified ICM variable to map correlator data to. It is used to
place correlator data into a call variable during specific call events
received from the 4400, and also used to set correlator data on the 4400
during routing.
Table 1: Configuration Parameters
Parameters
Options/arguments
Use
/cd
PVn where n is 1-10.
Specifies the variable (1-
10) to set/store the
correlator data in.
10) to set/store the
correlator data in.
Notes:
1.
You must type the command /cd before PVn.
Example: /cd PV4
2.
cd and PV are both case-sensitive.
3.3 Monitored Stations
The Alcatel 4400 PG requires a list of pilot, Agent, and virtual device
extensions that are used to monitor events from the 4400. This list is
configured in the Unified ICM database by placing entries in the
“Peripheral Monitor” table. In order to add single devices (Pilots, Agents,
Virtual devices, and Physical Devices), the Parameter field of the
peripheral monitor is filled in with the device. In order to add a range of
devices, the „Param String‟ field is used. The format of the extension range
string consists of one device followed by a “-” and ending with the last
device in the range. The PG assumes that all devices in the range are to be
monitored. Both single devices and ranges of devices need to be entered in
peripheral monitor entries.
There are three monitor types that should be used in the peripheral monitor
table. ACD_DN should be selected for all Agents and pilots that do not
utilize routing. “Virtual Routing Device” should be selected for virtual
devices that will be used for translation routing, or Post routing under a
hunting group. “Routing Device” should be used for any Pilots/Devices
that will be doing a true CSTA Post routing.
extensions that are used to monitor events from the 4400. This list is
configured in the Unified ICM database by placing entries in the
“Peripheral Monitor” table. In order to add single devices (Pilots, Agents,
Virtual devices, and Physical Devices), the Parameter field of the
peripheral monitor is filled in with the device. In order to add a range of
devices, the „Param String‟ field is used. The format of the extension range
string consists of one device followed by a “-” and ending with the last
device in the range. The PG assumes that all devices in the range are to be
monitored. Both single devices and ranges of devices need to be entered in
peripheral monitor entries.
There are three monitor types that should be used in the peripheral monitor
table. ACD_DN should be selected for all Agents and pilots that do not
utilize routing. “Virtual Routing Device” should be selected for virtual
devices that will be used for translation routing, or Post routing under a
hunting group. “Routing Device” should be used for any Pilots/Devices
that will be doing a true CSTA Post routing.
3.4 Peripheral Targets and Routes
Peripheral Targets are the means that the Unified ICM maps/directs calls
to Services, Skill Groups or Agents. A Peripheral Target is specified by a
Network Trunk Group and a DNIS pair. Each Peripheral Target is
to Services, Skill Groups or Agents. A Peripheral Target is specified by a
Network Trunk Group and a DNIS pair. Each Peripheral Target is