Cisco Cisco IP Contact Center Release 4.6.1 Riferimenti tecnici
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Overview
All subsequent releases from ICM release 4.1.4 on will have full support
for the new features and messages in Spectrum ACD Release 7.01.a and
7.01.b, therefore the following parameters can be enabled or disabled
depending on whether the customer wants to use the feature. Each of those
parameters should be set to „yes‟ if you want to take advantage of the new
feature of Release 7.01.a and 7.01.b. If the new feature is not needed then
each can be set to „no‟.
for the new features and messages in Spectrum ACD Release 7.01.a and
7.01.b, therefore the following parameters can be enabled or disabled
depending on whether the customer wants to use the feature. Each of those
parameters should be set to „yes‟ if you want to take advantage of the new
feature of Release 7.01.a and 7.01.b. If the new feature is not needed then
each can be set to „no‟.
Modifications in the Spectrum Release 7.01.a
Spectrum Release 7.01.a contains the following changes and new
messages:
messages:
1. Position Status Change Message (
TLAGNTSTATE
): This message has
been changed to provide the Agent State in addition to the Agent
Activity. Also the Activity Message element has some new states,
which tell whether the Agent or Supervisor plugs or unplugs their
headset.
Activity. Also the Activity Message element has some new states,
which tell whether the Agent or Supervisor plugs or unplugs their
headset.
2. Three unsolicited messages were added. Unsolicited Held, Unsolicited
Retrieved, and Unsolicited Call Dialed Message (
UNSHLDRTRV,
UNSCALLDLD
): They allow Agent initiated hold, retrieve, and call
dialed to be tracked and handled by Unified ICM. Previously these
messages were only supported when using third party call control.
Thus when these events were Agent initiated, the Unified ICM could
not handle them previous to the new hotfix.
messages were only supported when using third party call control.
Thus when these events were Agent initiated, the Unified ICM could
not handle them previous to the new hotfix.
3. Activity & Agent State Message Elements (
TLUNPLGGD
): These
message elements were changed to provide information about the
Head Set being plugged/unplugged from the phone.
Head Set being plugged/unplugged from the phone.
Modifications in the Spectrum Release 7.01.a
Spectrum Release 7.01.b contained the following new messages:
1. Make Media Call Message: This message was added to request the
ACD to allocate a media port and route a media call to the application
specified in the message.
specified in the message.
2. Media Call Accepted and Routed Message: This message indicates
that the ACD has successfully allocated a media port and placed the
media request into the specified application.
media request into the specified application.
3. Announcement Info: This message indicates the announcement
numbers of all the messages associated with a PLAY telescript step.
These numbers are then associated by another host application with
textual information such as "Thank you for calling. Your call is
important".
These numbers are then associated by another host application with
textual information such as "Thank you for calling. Your call is
important".