Cisco Cisco E-Mail Manager Unity Integration Option Riferimenti tecnici
Skill Group
15
15
logging the Agent out of the old Skill Group assignment and then logging
the Agent back in under the new Skill Group assignment.
the Agent back in under the new Skill Group assignment.
2.1.1. NEC Agent State to Unified ICM Agent State Mapping
Table 2 defines the OAI/Infolink Agent State Event mapping to the Unified
ICM Agent State. The PIM will transition an Agent’s state based on these
ACD Position events.
ICM Agent State. The PIM will transition an Agent’s state based on these
ACD Position events.
Table 2: OAI/Infolink Events to Unified ICM Agent State Mapping
NEC Infolink State
Unified ICM State
Vacant
AS_LOG_OUT
Logon
AS_LOG_OUT
Ready
AS_AVAILABLE
Work (not on call)
AS_WORK_READY
Break
AS_NOT_READY
On call (not held)
AS_TALKING
On call (all calls held)
AS_HOLD
2.2. Skill Group
The Unified ICM Skill Group abstraction is defined as “a collection of
Agents that share a common set of skills.”
Agents that share a common set of skills.”
The Unified ICM Skill Group contains the following fields:
A SkillTargetID
A Peripheral Number
A Peripheral Name and
An Extension Number
The NEC Splits is consistent with the Unified ICM definition of a Skill
Group. The SkillTargetID is utilized by the CallRouter to target Skill Groups
in the Unified ICM Scripting Language. Table 3 defines the Skill
Group/NEC Split Object member mapping used when configuring a Skill
Group in the Unified ICM.
Group. The SkillTargetID is utilized by the CallRouter to target Skill Groups
in the Unified ICM Scripting Language. Table 3 defines the Skill
Group/NEC Split Object member mapping used when configuring a Skill
Group in the Unified ICM.
Table 3: Unified ICM to NEC Skill Group Mapping
Unified ICM Skill
Group
Group
NEC Skill Group
Description
SkillTargetID
None
Unified ICM
SkillTargetID defined
by Cisco
SkillTargetID defined
by Cisco
PeripheralNumber
Last four to six digits
of the Split number
of the Split number
Last four to six digits of
the Split.
the Split.
Extension
Split number
Split number.
Peripheral Name
Split Name
Name associated with