Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Translation Routes
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3.9 Agents
The Alcatel 4400 PG does not require Agent configuration in the Unified
ICM database.
ICM database.
3.10 Agent to Skill Group Mapping
When the 4400 PG starts, it checks the status for each monitored Agent
and device. For all logged in Agents, the PG retrieves the Skill Group of
the Agent. After startup, the PG keeps track of Agent to Skill Group
mappings by receiving Agent logon and logout events from the 4400. The
following table provides the mappings of Agent states on the 4400 and
how they map to Cisco Agent states.
and device. For all logged in Agents, the PG retrieves the Skill Group of
the Agent. After startup, the PG keeps track of Agent to Skill Group
mappings by receiving Agent logon and logout events from the 4400. The
following table provides the mappings of Agent states on the 4400 and
how they map to Cisco Agent states.
Table 2: Cisco/Alcatel 4400 Agent State Mappings
4400 Agent Events
Cisco Agent States
Agent Logged Off
AS_LOG_OUT
Agent Logged On
AS_LOG_IN
Agent Not Ready
AS_NOT_READY
Agent Ready
AS_AVAILABLE
Agent Work Not Ready
AS_WORK_READY
Agent Busy
AS_TALKING
The Alcatel 4400 PG does not require the Agent Busy event, and therefore,
the Agent Busy event is not received due to its being filtered out at startup
time. The PG sets the Agent state to AS_TALKING when the Agent is
connected to a call.
3.11 Routes
A Unified ICM Route loosely corresponds to a Pilot on the 4400. For
reporting purposes, a route should be configured for each Pilot that is a
target of a configured ACD Pilot number.
reporting purposes, a route should be configured for each Pilot that is a
target of a configured ACD Pilot number.
3.12 Translation Routes
To use translation routes on the 4400, the route pool should use virtual
(Ghost) devices on the 4400. These must be configured prior to using
translation routing. When creating the virtual Z device in the configuration
of the 4400, it is important that the „Ghost Z feature‟ field is set to
„without‟ so that the CSTA events will be received for the device. The
CSTA routing box should also NOT be checked on virtual devices.
(Ghost) devices on the 4400. These must be configured prior to using
translation routing. When creating the virtual Z device in the configuration
of the 4400, it is important that the „Ghost Z feature‟ field is set to
„without‟ so that the CSTA events will be received for the device. The
CSTA routing box should also NOT be checked on virtual devices.