Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References

 

 

Setup Information Required for Unified ICM Configuration  27 

 

When using CTI with the Alcatel PIM, confirm that the following CTI 
Server (Gateway) is set to 0.  

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco\ICR\{Custo
mer}\CG{n}[A|B]\ 
CG\CurrentVersion\CTIServer\Dynamic\MaxPrivateCallsPer
Agent. 

If this value is NOT set to zero, an undesirable behavior will occur 
during conference completes.  

Normally, using a 7-digit skill group, or lesser, no special consideration 
must be given to using skill groups as they should be configured to match 
those on the switch. However, when using an 8-digit or above, for 
configuring skill groups, the skill group will be the „peripheral number‟ 
configured for that skill group in the Peripheral Skill group table and not 
the processing group number on the switch.  
For example, assume you have a skill group (processing group) 87654321 
on the switch. It might be configured in the peripheral skill group table as 
peripheral number 1, and extension 87654321. Throughout the Unified 
ICM, skill groups are referred to by their peripheral number and not by the 
extension. What this means is that any of the CTI clients will see this as 
skill group 1 (the peripheral number), and not as 87654321. Additionally, 
when a CTI client issues a request that involves a skill group (e.g. a login 
request) it must refer to the peripheral number. 

The following table gives you some setup information that you would need 
during the Unified ICM configuration. 

4400 IP Address 

Get from Site Manager or 
A4400 

Pilot Numbers 

Get from 4400 Configuration, 
Note if they will be performing 
CSTA routing or not 

Agent Group Numbers 

Get from 4400 Configuration  

Agent IDs 

Get from 4400 Configuration 

Queue IDs 

Get from 4400 Configuration