Cisco Cisco Unified Contact Center Enterprise 9.0(2) Riferimenti tecnici
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ACD
Configuration
Note: The Avaya PG supports extensions of up to ten digits – the agent can
login to a Softphone that has an extension up to ten digits. This ten-digit
support applies to Agent Login IDs too.
support applies to Agent Login IDs too.
The Hunt Groups and VDNs will support up to seven digits only.
In order to use a seven-digit, or a ten-digit, the config PIM registry
EnableTenDigitExtension must be set to 1 in following path:
EnableTenDigitExtension must be set to 1 in following path:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<cus01>\<PGXX>\PG\CurrentVersion\PIMS\pim1\ATTData\Config\
Inc.\ICM\<cus01>\<PGXX>\PG\CurrentVersion\PIMS\pim1\ATTData\Config\
If the registry EnableTenDigitExtension is set to 0, then it limits support up
to five digits for extension, Agent Login IDs, Hunt Groups, and VDNs.
to five digits for extension, Agent Login IDs, Hunt Groups, and VDNs.
To ensure proper call routing to agents having access to the Cisco Unified
Web Interaction Manager (Unified WIM), establish a hunt group for these
agents. You can also use existing hunt groups as long as you establish vectors
to ensure that calls are routed to specific agents. If you use existing hunt
groups, be sure that there is no other CTI application monitoring that group.
To see a list of existing hunt groups, enter the command list hunt-group.
Web Interaction Manager (Unified WIM), establish a hunt group for these
agents. You can also use existing hunt groups as long as you establish vectors
to ensure that calls are routed to specific agents. If you use existing hunt
groups, be sure that there is no other CTI application monitoring that group.
To see a list of existing hunt groups, enter the command list hunt-group.
Some ACD systems provide a feature called EAS. For a variety of reasons,
you might want certain agents to handle specific types of calls. For example,
you might want only your most experienced agents to handle your most
important customers. You might have multilingual agents who can serve
callers in a variety of languages. EAS allows you to classify agents according
to their specific skills and then to rank them by ability or experience within
each skill. Avaya uses these classifications to match each call with the best
available agent.
you might want certain agents to handle specific types of calls. For example,
you might want only your most experienced agents to handle your most
important customers. You might have multilingual agents who can serve
callers in a variety of languages. EAS allows you to classify agents according
to their specific skills and then to rank them by ability or experience within
each skill. Avaya uses these classifications to match each call with the best
available agent.
2.4.4. Defining a Hunt Group/Skill Group for Agents
To set up agents you must define a hunt group by completing the following
steps:
steps:
1. Enter the command add hunt-group next and press Return. (You can
also enter add hunt-group xxx, where xxx is the hunt group number.)
The first Hunt Group screen appears.
The first Hunt Group screen appears.