Cisco Cisco E-Mail Manager Unity Integration Option Références techniques
Unified ICM Required Application Telescript Changes
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Spectrum Agent group, or to specify Caller Entered Digits collected on the
Spectrum.
Spectrum.
The Release 5.2 of the Spectrum ACD introduces a new message, called
the Call Status message, which is used to enhance the Subscriber
Information feature on the Transaction Link. The reason for using the
the Call Status message, which is used to enhance the Subscriber
Information feature on the Transaction Link. The reason for using the
INFORM HOST CALL STATUS
step is that it will help in providing better
statistics on the Spectrum ACD. It must be understood that although the
INFORM HOST CALL STATUS
step can provide an alternative to the
INFORM HOST ON SI
application vector step, except in case of Post-
Routing, they may both exist on the same telescript. To support Post-
Routing on the Spectrum ACD, the customer must still insert application
vector steps to perform a
Routing on the Spectrum ACD, the customer must still insert application
vector steps to perform a
REQUEST HOST ON SI
telescript step. The new
implementation is supported only in ICM Release 2.5 and beyond.
2.4.1. Call Event Notifications
The Unified ICM requires you, as the customer, to modify existing
application telescripts in order to supplement the default information the
Spectrum sends over the Transaction Link. The supplemental messages are
sent over the Transaction Link using the
application telescripts in order to supplement the default information the
Spectrum sends over the Transaction Link. The supplemental messages are
sent over the Transaction Link using the
INFORM HOST ON SI
or
INFORM HOST CALL STATUS
application vector step. The Spectrum PG
decodes the host_info portion of the
INFORM HOST ON SI
step to
determine a call's supplemental state, or this information is implicitly
contained in the
contained in the
INFORM HOST CALL STATUS
step. These steps are used
to inform the PG that a call has been offered to a Spectrum application, a
call has been queued to a Spectrum Agent group, or to specify Caller
Entered Digits collected on the Spectrum.
call has been queued to a Spectrum Agent group, or to specify Caller
Entered Digits collected on the Spectrum.
Call Offered
The Call Offered message defines when a call has been offered to a
Spectrum application. The Call Offered message is defined by an
Spectrum application. The Call Offered message is defined by an
INFORM HOST ON SI
vector step where the host_info string is set to
„
OFFERED_xxx
‟, where xxx represents the Spectrum application number
(Unified ICM Service Peripheral Number) associated with the Call. When
using the
using the
INFORM HOST CALL STATUS
step, the application number is
present in the Call Status message associated with the call. This step
should be very close to the beginning of the telescript, and there should not
exist any branches within the script that will not execute this step.
should be very close to the beginning of the telescript, and there should not
exist any branches within the script that will not execute this step.
1
INFORM HOST ON SI DIGIT FOR ‘OFF_1’
OR
1
INFORM HOST CALL STATUS DIGIT
Example 1. Call Offered Message
This
INFORM HOST CALL STATUS DIGIT
vector step can also be used in
place of the
INFORM HOST ON SI DIGIT
vector step. This step does not
require the '
OFF_xx
' as it automatically informs Cisco Unified ICM about
the call offered, queued, or customer-entered-digits collected.