Cisco Cisco Unified Contact Center Enterprise 8.5(1) Referencia técnica
Unified ICM-Required CCT Programming
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Call Disconnect Message (CDM)
The Aspect Call Center Call implicitly sends the Disconnect Message (CDM)
when a call disconnects from a device. The Aspect Call Center only sends the
CDM message to the last Data Link that handled the call. If multiple applications
are managing calls, use the Unified ICM Application Bridge Server to protect
against lost disconnect messages.
when a call disconnects from a device. The Aspect Call Center only sends the
CDM message to the last Data Link that handled the call. If multiple applications
are managing calls, use the Unified ICM Application Bridge Server to protect
against lost disconnect messages.
Call Transfer Message (CTM)
The Aspect Call Center Call implicitly sends the Call Transfer Message (CTM)
when a call is transferred from a device. The Aspect Call Center only sends the
CTM message to the last Data Link that handled the call. If multiple applications
are managing calls, use the Unified ICM Application Bridge Server to protect
against lost transfer messages.
when a call is transferred from a device. The Aspect Call Center only sends the
CTM message to the last Data Link that handled the call. If multiple applications
are managing calls, use the Unified ICM Application Bridge Server to protect
against lost transfer messages.
Example CCT
—Selecting Agents
The CCT in Figure 12 illustrates the steps required to support Unified ICM
monitoring of calls directed to agents. Refer to the COP definition sections to
determine if SEND DATA with a subtype COP34 is required.
monitoring of calls directed to agents. Refer to the COP definition sections to
determine if SEND DATA with a subtype COP34 is required.
1
SEND DATA
LINK # >12 SUBTYPE COP34 VAR LIST A-E
ON ERROR, EXECUTE STEP # 2
2
PRIORITY
EQUAL TO:5 OR EQUAL TO VALUE FROM VARIABLE [ ]
3
SELECT AGENT BY > GROUP NUMBER > 22
4
IF
AVAIL AG 21 LT 2
EXECUTE STEP # 6
5
SELECT AGENT BY > GROUP NUMBER > 21
6
ANNOUNCEMENT NUMBER: 5
7
QUEUE
30 SECONDS
8
ANNOUNCEMENT NUMBER: 8
9
GOTO
STEP NUMBER: 7
Figure 12: Example CCT
—Selecting Agents
Example CCT for NEW TRANSACTION Step
Figure 13 illustrates the steps required to support Unified ICM monitoring of calls
passing through the NEW TRANSACTION CCT step.
passing through the NEW TRANSACTION CCT step.
1
NEW TRANSACTION
2
SEND DATA LINK # >12 SUBTYPE NEW51 VAR LIST A-E
ON ERROR, EXECUTE STEP # 3
3
ANNOUNCEMENT NUMBER > 1
4
CALL CONTROL TABLE NUMBER > 52
Figure 13: Example CCT for NEW TRANSACTION Step
Call Connected to Voice Msg (MSG)
The Call Connected to Voice message is defined by a SEND DATA subtype set
to MSGxxx, where xxx is the Application Number (Unified ICM Service
Peripheral Number) for the Call, as shown in Figure 14. An A-E variable contains
to MSGxxx, where xxx is the Application Number (Unified ICM Service
Peripheral Number) for the Call, as shown in Figure 14. An A-E variable contains