Cisco Cisco Unified Contact Center Enterprise 8.5(1) Referencia técnica
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Unified ICM Configuration
Figure 5: Partial 4400 Virtual Device Configuration for
Translation Routing
3.13 CSTA Routing Client
The Unified ICM 4400 Peripheral Gateway supports post routing requests
from the 4400. No configuration parameters are required in the
configuration string. Post routing is possible for 4400 Pilots and Devices
only. In order for routing to take place on any particular pilot, the CSTA
routing box in the 4400 configuration screen must be checked for that pilot
to enable routing. Also, in the Unified ICM configuration, the Pilot must
be included in the peripheral monitor table with the “Routing Device”
type, in order for routing to be enabled.
from the 4400. No configuration parameters are required in the
configuration string. Post routing is possible for 4400 Pilots and Devices
only. In order for routing to take place on any particular pilot, the CSTA
routing box in the 4400 configuration screen must be checked for that pilot
to enable routing. Also, in the Unified ICM configuration, the Pilot must
be included in the peripheral monitor table with the “Routing Device”
type, in order for routing to be enabled.
Note:
If the Cisco 4400 PG is installed in an environment where multiple CTI
hosts will be connecting to the 4400, routing results could be adversely
affected. In the case where multiple hosts enable routing on the same
device, the last such (Route enable) request will be the host computer
that the 4400 sends the CSTA route requests to. If you are planning on
multiple CTI hosts, it is suggested that you either allow only one CSTA
host to do CSTA routing, or very carefully make sure the devices that
each host handles routing of are mutually exclusive of each other.
hosts will be connecting to the 4400, routing results could be adversely
affected. In the case where multiple hosts enable routing on the same
device, the last such (Route enable) request will be the host computer
that the 4400 sends the CSTA route requests to. If you are planning on
multiple CTI hosts, it is suggested that you either allow only one CSTA
host to do CSTA routing, or very carefully make sure the devices that
each host handles routing of are mutually exclusive of each other.
3.14 Dialed Numbers
Dialed Numbers on the 4400 consist of a range from 1 to 8 numeric digits,
depending upon the switch configuration. The dialed number specified in a
CSTA routing request will be the Pilot Number or device number on the
4400.
depending upon the switch configuration. The dialed number specified in a
CSTA routing request will be the Pilot Number or device number on the
4400.
3.15 Labels
Unified ICM labels that are returned to the 4400 for routing can be any
Pilot Number, Agent Number, Device Number, Virtual Device number, or
Hunting group number defined on the 4400.
Pilot Number, Agent Number, Device Number, Virtual Device number, or
Hunting group number defined on the 4400.
3.16 Off Switch Transfers
In order to accommodate transferring to off switch destinations, Pilots
routing through dummy queues to the mutual aid processing groups is the
suggested method. Using this method, the mutual aid processing group can
be used to target the call off-switch.
routing through dummy queues to the mutual aid processing groups is the
suggested method. Using this method, the mutual aid processing group can
be used to target the call off-switch.