Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
16
ACD Configuration
2.1 4400 Restrictions
For proper functioning of the Unified ICM, there must be certain
restrictions placed on the 4400 configuration and operation. These are
summarized in the following two sections.
restrictions placed on the 4400 configuration and operation. These are
summarized in the following two sections.
2.1.1 Configuration Restrictions
Pilot to Queue Directions
On the 4400, a Pilot may have up to 10 directions linking it to the 4400
queues (Refer to Item 1 in Figure 2: Alcatel 4400 Distribution Model).
These queues may consist of waiting queues, virtual queues, and dummy
queues. Only one (1) waiting queue direction is allowed. In other words,
no priority is assigned in the Unified ICM because only one queue-
direction is supported.
queues (Refer to Item 1 in Figure 2: Alcatel 4400 Distribution Model).
These queues may consist of waiting queues, virtual queues, and dummy
queues. Only one (1) waiting queue direction is allowed. In other words,
no priority is assigned in the Unified ICM because only one queue-
direction is supported.
Skill Group Length Limitation
Skill groups (Processing Groups) on the 4400 should be limited to 7
decimal digits maximum. This restriction applies both for configuration on
the 4400, and within the Unified ICM.
However, it is possible to overcome this limitation by using the following
method that can alternatively be used to configure skill groups.
Normally, the processing group (Skill Group) number as known on the
Alcatel 4400 is entered in the peripheral Number field of the Skill Group
Table. In cases where the length of the skill group number on the 4400
exceeds 7 digits, a unique number should be placed in the peripheral
number field of the skill group table. The number as known on the
peripheral should be entered in the extension field of the skill group
configuration.
For example, if the skill group (Processing group) on the peripheral is
12345678, you would enter any unique number in the peripheral number
field, let‟s say „345678‟, and you would enter „12345678‟ in the extension
field.
decimal digits maximum. This restriction applies both for configuration on
the 4400, and within the Unified ICM.
However, it is possible to overcome this limitation by using the following
method that can alternatively be used to configure skill groups.
Normally, the processing group (Skill Group) number as known on the
Alcatel 4400 is entered in the peripheral Number field of the Skill Group
Table. In cases where the length of the skill group number on the 4400
exceeds 7 digits, a unique number should be placed in the peripheral
number field of the skill group table. The number as known on the
peripheral should be entered in the extension field of the skill group
configuration.
For example, if the skill group (Processing group) on the peripheral is
12345678, you would enter any unique number in the peripheral number
field, let‟s say „345678‟, and you would enter „12345678‟ in the extension
field.
Note:
There need not be any relation between the number used in the
Peripheral # and the actual skill group number on the switch. In the
above example, we could have used „1‟ for the peripheral number of skill
group 12345678. For more related information, please refer to section
3.17 CTI Considerations.
Peripheral # and the actual skill group number on the switch. In the
above example, we could have used „1‟ for the peripheral number of skill
group 12345678. For more related information, please refer to section
3.17 CTI Considerations.
2.1.2 Operational Restrictions
It is absolutely imperative that the configuration on the Unified ICM
matches that of the Alcatel 4400. This requires that no manual changes be
done to the configuration during normal operations. Scheduled changes
may be used so long as, when the 4400 changes configuration, the Unified
ICM simultaneously schedules a new script and routing configuration
based on the call-type.
matches that of the Alcatel 4400. This requires that no manual changes be
done to the configuration during normal operations. Scheduled changes
may be used so long as, when the 4400 changes configuration, the Unified
ICM simultaneously schedules a new script and routing configuration
based on the call-type.