Cisco Cisco E-Mail Manager Unity Integration Option Riferimenti tecnici
22
ACD Configuration
22
3.5. Changes to Support Virtual VRU Scripts
To support local queuing on Aastra PointSpan PBX, the switch can act as
VRU and run Virtual VRU Scripts controlled by ICM routing scripts. You
need to set up Application Pilots and CallGuides on the Aastra switch and
configure these Application Pilots as Network VRU scripts and Peripheral
Monitor entries on ICM.
The call treatment for a specific Virtual VRU Scripts is defined in the
The call treatment for a specific Virtual VRU Scripts is defined in the
CallGuide. The CallGuide may play announcements or play music until an
available agent is available. When call control should return to ICM the
last step in the CallGuide must be a ―Forward Call‖ step to your SCI
RESULT Application Pilot.
3.5.1. Virtual VRU Script Application Pilots
For Virtual VRU Script Application Pilots the same switch configuration
is needed as for an Application Pilot for ICM Route Requests. The only
difference is the associated CallGuide; set the CG1 parameter to your
CallGuide for that Virtual VRU Script.
3.5.2. Virtual VRU Script Call Guide SCI Result
The SCI RESULT Application Pilot is called at the end of a Virtual VRU
Script to indicate to ICM that the Virtual VRU Script has ended. The
Application Pilot Directory Number must be configured as
―SCI_RESULT‖ in ICM Peripheral Monitor table. See section 4.2.
Peripheral Monitor Configuration
Peripheral Monitor Configuration
Begin the script with a WAIT 5 step to allow ICM to continue with the
ICM Script and transfer the call to the new destination. After the WAIT
step, you can define the default call handling if there is no answer to the
SCI Result message within the wait time. For example, you can play an
announcement, divert the call to a default service, or disconnect the call.
SELECT COMMAND => acdc
SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES => d
SPECIFY CALL GUIDE NUMBER or - .............. => 723
ARS SCI Result
*** CALL GUIDE 723 USER GROUP 1 CALL CENTER 1 05/23/06 22:12:55
*** CALL GUIDE DEFINITIONS:
*** CALL GUIDE STEPS:
STEP TYPE
---- -------------------------------------------------------------------------
SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES => d
SPECIFY CALL GUIDE NUMBER or - .............. => 723
ARS SCI Result
*** CALL GUIDE 723 USER GROUP 1 CALL CENTER 1 05/23/06 22:12:55
*** CALL GUIDE DEFINITIONS:
*** CALL GUIDE STEPS:
STEP TYPE
---- -------------------------------------------------------------------------