Cisco Cisco E-Mail Manager Unity Integration Option Riferimenti tecnici
14
Overview
Single- and Multiple-PIM Configurations
One custom report must be installed on the CMS for each Peripheral Interface
Manager (PIM) on the PG. A PIM is a system software module that allows
communication between a peripheral and the PG. For example, if you have one
Avaya ACD and a duplexed PG, each PG has one PIM. Therefore, the CMS
requires two custom reports. If you have two ACDs and a duplexed PG, each PG
has two PIMs. The CMS would therefore require four custom reports (two for
each PG).
Manager (PIM) on the PG. A PIM is a system software module that allows
communication between a peripheral and the PG. For example, if you have one
Avaya ACD and a duplexed PG, each PG has one PIM. Therefore, the CMS
requires two custom reports. If you have two ACDs and a duplexed PG, each PG
has two PIMs. The CMS would therefore require four custom reports (two for
each PG).
Even though two CMS reports are installed in a single Avaya ACD duplexed PG
environment, only one of the CMS reports is actively providing agent state data
to the PG at any given time. In other words, only one CMS report is running at
any given time per Avaya ACD. From a resource utilization perspective on
CMS, a single CMS report (when running) is equivalent to one additional
Supervisor running a real-time report.
environment, only one of the CMS reports is actively providing agent state data
to the PG at any given time. In other words, only one CMS report is running at
any given time per Avaya ACD. From a resource utilization perspective on
CMS, a single CMS report (when running) is equivalent to one additional
Supervisor running a real-time report.
See also:
For more information on CMS report requirements, see the “
” section.
Note:
Customers who are using CMS with Unified ICM, upgrading to ICM 4.1,
and have over 1,000 agents/high call loads, may want to change certain ICM
4.1 ACD PIM default settings. Changing settings may improve agent station
visibility but can also result in a possible increase in message traffic to the
Avaya ACD, switch CPU load, and network traffic between the PG and
Central Controller (CC). Customers should work with the Cisco Content
Security and Control (CSC) to evaluate and mitigate any possible issues.
Cisco CSC should refer to internal documents on PIM registry configuration
4.1 ACD PIM default settings. Changing settings may improve agent station
visibility but can also result in a possible increase in message traffic to the
Avaya ACD, switch CPU load, and network traffic between the PG and
Central Controller (CC). Customers should work with the Cisco Content
Security and Control (CSC) to evaluate and mitigate any possible issues.
Cisco CSC should refer to internal documents on PIM registry configuration
.
1.1.3.
Avaya
“CMS-less” Interface
ICM software Releases 4.1 and greater support Avaya ACD configurations that
do not use the Avaya CMS. Typically, this configuration is available only when
agent count is less than 1,000 agents. However, the suitability of a CMS-less
installation for a site may depend on a number of factors, including agent
counts, Busy Hour Call Rate (BHCR), third-party activity, post-routing, and
other Avaya CTI applications (if any).
do not use the Avaya CMS. Typically, this configuration is available only when
agent count is less than 1,000 agents. However, the suitability of a CMS-less
installation for a site may depend on a number of factors, including agent
counts, Busy Hour Call Rate (BHCR), third-party activity, post-routing, and
other Avaya CTI applications (if any).
Note:
If a CMS-less solution is used, all references to CMS requirements in this
document do not apply.
In a CMS-less environment, both Unified ICM and Avaya ACD systems must
meet several additional configuration requirements:
meet several additional configuration requirements:
Additional Unified ICM Software Configuration
The following changes are possible using the Configure ICM tools.
You must configure all agents in Unified ICM database.
You must map agents to skill groups in Unified ICM database. The
agent-to-skill-group mapping must match the Avaya ACD configuration. In
addition, the subgroup must correctly map to the agent’s priority.
addition, the subgroup must correctly map to the agent’s priority.
You must configure monitored instruments in the Peripheral Monitor
table of Unified ICM database. Agent stations should be monitored.
You must configure Peripheral Targets in Unified ICM database for all
Vector Directory Numbers (VDNs) through which monitored calls flow.