Cisco Cisco Unified Contact Center Enterprise 10.5(2) Notas de publicación
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Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) Installer Update C November 24, 2008
New and Changed Information
ICM-to-ICM Gateway User Guide
With the Release 7.0(0) support for Active Directory, the section “Configuring ICM Instances on the
Client ICM”, in Chapter 2 of the ICM-to-ICM Gateway User Guide, has become unnecessary. Indeed,
attempting to use it can result in difficulties. This section should be ignored.
Client ICM”, in Chapter 2 of the ICM-to-ICM Gateway User Guide, has become unnecessary. Indeed,
attempting to use it can result in difficulties. This section should be ignored.
Configuration Parameters for Routing Client on INCRP NIC
In Step 10 of the "How to define the INCRP NIC" subsection, in Chapter 3 of the Setup and
Configuration Guide for Cisco ICM Hosted Edition, the following statement is made:
Configuration Guide for Cisco ICM Hosted Edition, the following statement is made:
If your NAM has multiple routing clients, ensure that each client is defined and that the ClientType field
in the Routing Client record matches the client type of the NAM’s NIC. In addition, the Configuration
Parameter field for each record must contain the parameter
in the Routing Client record matches the client type of the NAM’s NIC. In addition, the Configuration
Parameter field for each record must contain the parameter
/CustomerID <RCID>
where <RCID> is the Routing Client ID of the matching routing client on the NAM, as defined in the
SQL table.
SQL table.
In fact, the /ssn switch is functionally equivalent to the /CustomerID switch.
Note
You cannot (nor do you need to) use both in the same configuration line, since one will
override the other.
override the other.
The "/CustomerID xxxx" configuration parameter is (by convention) used to map the remote NAM
Routing Client xxxx with the local CICM Routing Client. (As stated, this is just a convention. If existing
customers are using "/ssn xxxx", where xxx is the Remote RCID, they have a functional configuration.)
Routing Client xxxx with the local CICM Routing Client. (As stated, this is just a convention. If existing
customers are using "/ssn xxxx", where xxx is the Remote RCID, they have a functional configuration.)
An example would be a NAM-CICM system where the NAM has an Ss7InNic out to the carrier network.
On the CICM, the INCRPNIC Routing Client (routing to the Ss7InNic) would have the configuration
parameter "/CustomerID xxxx" where xxxx is the Ss7InNic's Routing Client ID on the NAM. On the
NAM, the SS7InNic Routing Client may have an /ssn configuration parameter.
On the CICM, the INCRPNIC Routing Client (routing to the Ss7InNic) would have the configuration
parameter "/CustomerID xxxx" where xxxx is the Ss7InNic's Routing Client ID on the NAM. On the
NAM, the SS7InNic Routing Client may have an /ssn configuration parameter.
Outbound Option: CallsMadeToZone
In the Outbound Option User Guide, in the section “Dialing List Table Columns”, it is stated that
•
CallsMadeToZone1 contains as its value “The number of calls made to numbers in zone 1.”
•
CallsMadeToZone2 contains as its value “The number of calls made to numbers in zone 2.”
This is somewhat misleading. The Dialing List Table is used by CampaignManager to determine what
to do next. Therefore, for a call which Outbound Agent has scheduled a callback, the CallResult will be
set to Voice Callback(14), but CallsMadeToZone1 or CallsMadeToZone2 will be reset to 0.
to do next. Therefore, for a call which Outbound Agent has scheduled a callback, the CallResult will be
set to Voice Callback(14), but CallsMadeToZone1 or CallsMadeToZone2 will be reset to 0.
Service Level and Services Auto-Configured in a Unified ICME Parent/Unified CCX Child
Model
Model
In the Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX
manual, the section “Understanding Reporting in the Unified ICME Parent and Unified CCX Child
Deployment Model” contains the following:
manual, the section “Understanding Reporting in the Unified ICME Parent and Unified CCX Child
Deployment Model” contains the following: