Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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Avaya ARS Unified ICM Configuration
• /dn <Full Phone Number>: The /dn parameter
identifies the extension of the phone device. This
parameter is required. This value must be unique
across all device targets in the enterprise. The
number specified in the /dn parameter is also known
as the instrument number. When an agent logs in
with a soft phone, the agent must specify this string
as the instrument for the phone that he or she will be
using.
parameter is required. This value must be unique
across all device targets in the enterprise. The
number specified in the /dn parameter is also known
as the instrument number. When an agent logs in
with a soft phone, the agent must specify this string
as the instrument for the phone that he or she will be
using.
• /ext <extension>: The /ext parameter identifies the
shortened form of the phone number that is used by
other ARS agents as the instrument number. This
parameter should be the same as the /dn parameter.
other ARS agents as the instrument number. This
parameter should be the same as the /dn parameter.
• /monitor <peripheral id>: The /monitor parameter
is used to set up monitoring of agent phones at
startup. This allows the Avaya Gateway to receive
device events and report them to the PIM. This is a
required parameter.
startup. This allows the Avaya Gateway to receive
device events and report them to the PIM. This is a
required parameter.
• /hardPhone 2: Required only if hard phone support
is needed.
2.10.2. Configuring Device Targets in Peripheral Monitor Table
When Agent Targeting Rules are used, device targets can be configured in
the peripheral monitor table.
the peripheral monitor table.
A single peripheral monitor (PM) table entry can now take the place of some
or all of the device targets (DT) previously configured for hard phone
monitoring in ARS. The PM table can be used to configure the stations you
want to monitor for ARS. The ARS PIM uses the PM entries to internally
create device targets (synthesizing the equivalent behavior as if device target
configuration entries had been received).
or all of the device targets (DT) previously configured for hard phone
monitoring in ARS. The PM table can be used to configure the stations you
want to monitor for ARS. The ARS PIM uses the PM entries to internally
create device targets (synthesizing the equivalent behavior as if device target
configuration entries had been received).
Note:
The PIM populates a device target config string based on the PM table
entries.
entries.
Ranges of extensions to be monitored can now be configured in one or more
peripheral monitor table entries.
peripheral monitor table entries.
All agent phones configured in the PM table will be monitored at startup.
This allows the ARS Gateway to receive device events and report them to
the PIM. Alternatively, the peripheral configuration string parameter
“monitor” can be used to explicitly set the value (defaults to “y” – always
monitor). An agent’s phone also is monitored upon their login.
This allows the ARS Gateway to receive device events and report them to
the PIM. Alternatively, the peripheral configuration string parameter
“monitor” can be used to explicitly set the value (defaults to “y” – always
monitor). An agent’s phone also is monitored upon their login.
A Peripheral monitor table entry has the following limits:
Extension field = 10 chars
Parameter String = 32 chars
Note:
The peripheral monitor Type must be "Station" for the ARS PIM to treat
the entry properly.
the entry properly.