Cisco Cisco Administrative Workstation Technical References
ACD Interface Requirements
15
15
While configuring the Network Interface Controller (NIC) cards and
switch ports, ensure that:
switch ports, ensure that:
The speed and duplexity of the PGs and switch are set to 100Mbps/full
duplex.
duplex.
The network bindings on the PGs have the visible network listed first.
See also:
For more information on the Meridian Link Services 4.0 and Meridian
PIM configuration, see the Cisco Unified ICM ACD Supplement for Nortel
Meridian.
PIM configuration, see the Cisco Unified ICM ACD Supplement for Nortel
Meridian.
1.1.1.
60B
Aura Contact Center ACD Scripts
In a Aura Contact Center ACD, all calls are processed by scripts that are
written by call center administrators and run on the NCCM server
written by call center administrators and run on the NCCM server
TPF
1
FPT
. These
scripts determine caller attributes and make call treatment and queuing
decisions for each call.
decisions for each call.
Every call being handled by a NCCM server system is sent to the master
script. This script typically functions as a filter that invokes other scripts to
handle the call, depending on the nature of the call and status of call center
resources. A script that is directly invoked by the master script is called a
primary script. A primary script may, in turn, invoke secondary scripts to
handle some of the processing.
script. This script typically functions as a filter that invokes other scripts to
handle the call, depending on the nature of the call and status of call center
resources. A script that is directly invoked by the master script is called a
primary script. A primary script may, in turn, invoke secondary scripts to
handle some of the processing.
For a call to be handled by the NCCM server, it must terminate on a
Meridian 1 Controlled DN (CDN) that has been acquired by the NCCM
server. That is, the switch must be configured to associate CDNs with the
NCCM server. Calls to switch resources that have not been acquired by the
NCCM server will not be seen by the NCCM server
Meridian 1 Controlled DN (CDN) that has been acquired by the NCCM
server. That is, the switch must be configured to associate CDNs with the
NCCM server. Calls to switch resources that have not been acquired by the
NCCM server will not be seen by the NCCM server
TPF
2
FPT
. Any number of
CDNs can be acquired by the NCCM server. A call terminating on any of
these will invoke the same master script, which will then determine how
the call will be handled.
these will invoke the same master script, which will then determine how
the call will be handled.
1.1.2.
61B
Aura Contact Center ACD Applications and Skill Sets
The activity undertaken by a primary script and its subordinate secondary
scripts is referred to as an application. All primary scripts and the master
scripts is referred to as an application. All primary scripts and the master
TP
1
PT
NCCM Server scripts (formerly known as SCCS scripts) are completely distinct
from CallRouter scripts. NCCM Server scripts run on the NCCM Server. They
determine how a call is processed once it arrives at the server. For pre-routed
calls, CallRouter scripts determine which Meridian 1 trunk group and DNIS the
call is presented to. The Meridian 1 switch passes this information on to the
NCCM Server when it delivers the call to the server. The NCCM Server scripts
can then use the information to help make call processing decisions. For post-
routed calls, CallRouter scripts determine what response type and response
value are returned to the NCCM Server script that made the post-route request.
(See Chapter 4 for more information on Post-Routing.)
determine how a call is processed once it arrives at the server. For pre-routed
calls, CallRouter scripts determine which Meridian 1 trunk group and DNIS the
call is presented to. The Meridian 1 switch passes this information on to the
NCCM Server when it delivers the call to the server. The NCCM Server scripts
can then use the information to help make call processing decisions. For post-
routed calls, CallRouter scripts determine what response type and response
value are returned to the NCCM Server script that made the post-route request.
(See Chapter 4 for more information on Post-Routing.)
TP
2
PT
For example, a call center might have a Meridian switch that is configured with
ACD-DNs (ACD queues) as well as NCCM Server CDNs.