Cisco Cisco IP Contact Center Release 4.6.1 Technical References
11 Overview
1. Overview
Traditional Unified ICM Peripheral Gateways (PGs) interface with a
physical automatic call distributor (ACD) (for example, the Avaya ACD).
The PG monitors call and agent activity on the ACD. It interfaces with the
CallRouter for real-time and historical data reports as well as for dynamic
call routing. The PG also works in conjunction with the CTI Server to allow
software applications to both monitor and control agent telephones (for
instance, screen pops).
physical automatic call distributor (ACD) (for example, the Avaya ACD).
The PG monitors call and agent activity on the ACD. It interfaces with the
CallRouter for real-time and historical data reports as well as for dynamic
call routing. The PG also works in conjunction with the CTI Server to allow
software applications to both monitor and control agent telephones (for
instance, screen pops).
With the ARS PG, the ACD functions are performed by Unified ICM rather
than the Avaya ACD. The Avaya ACD functions as a PBX, that is, it is only
required to provide connections for agent phones and execute Virtual VRU
(VVRU) scripts as requested by an Unified ICM script (if required). The
telephony devices used by agents are the actual phones supported by the
PBX. The ARS PG uses the Unified ICM SoftACD Gateway Interface
(ISAGI) protocol to talk to the PBX through the Avaya Gateway to monitor
and control agent phones. The agents can log in and perform call control
using the agent phones supported by the PBX (hard phone support) or by
using the Unified ICM desktop (soft phone support).
than the Avaya ACD. The Avaya ACD functions as a PBX, that is, it is only
required to provide connections for agent phones and execute Virtual VRU
(VVRU) scripts as requested by an Unified ICM script (if required). The
telephony devices used by agents are the actual phones supported by the
PBX. The ARS PG uses the Unified ICM SoftACD Gateway Interface
(ISAGI) protocol to talk to the PBX through the Avaya Gateway to monitor
and control agent phones. The agents can log in and perform call control
using the agent phones supported by the PBX (hard phone support) or by
using the Unified ICM desktop (soft phone support).