Cisco Cisco E-Mail Manager Unity Integration Option Riferimenti tecnici
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Avaya ARS Unified ICM Configuration
Parameter
string
string
If this is an agent Skill Group, this field will contain the string
“VDN_SKILL”. You may only have one Peripheral Monitor
configured as a VDN Skill.
“VDN_SKILL”. You may only have one Peripheral Monitor
configured as a VDN Skill.
If this is a VDN that is part of the Virtual VRU, you will need
to specify the VDN type that is being designated. This is done
with one of the strings shown below.
• "VDN_RI" – Request Instruction VDN
• "VDN_ISCRIPT" – Interruptible Virtual VRU Script VDN
• "VDN_USCRIPT" – Uninterruptible Virtual VRU Script
to specify the VDN type that is being designated. This is done
with one of the strings shown below.
• "VDN_RI" – Request Instruction VDN
• "VDN_ISCRIPT" – Interruptible Virtual VRU Script VDN
• "VDN_USCRIPT" – Uninterruptible Virtual VRU Script
VDN
• "VDN_SCRIPT_RESULT"
• "VDN_READY"
• "VDN_RING"
• "VDN_BUSY"
• "VDN_DISCONNECT"
The VDN used for the New Call VDN must not be entered here.
It must be configured as a Dialed Number.
• "VDN_READY"
• "VDN_RING"
• "VDN_BUSY"
• "VDN_DISCONNECT"
The VDN used for the New Call VDN must not be entered here.
It must be configured as a Dialed Number.
Type
Select type Station if this is for the VDN_SKILL. Type VDN
needs to be selected for Virtual VRU VDNs.
needs to be selected for Virtual VRU VDNs.
2.8. Skill Groups
A Unified ICM skill group is a group of agents who share a certain skill. For
ARS agents to log in, the agents must be assigned to at least one skill group.
This is true whether or not the installation includes hard phone support. If
hard phone support is used, the skill group extension configured on the
Avaya PBX must match the skill group ID configured in Unified ICM.
ARS agents to log in, the agents must be assigned to at least one skill group.
This is true whether or not the installation includes hard phone support. If
hard phone support is used, the skill group extension configured on the
Avaya PBX must match the skill group ID configured in Unified ICM.
2.9. Persons
A “Person” is required to be configured before an agent can be created. For
each agent, create a person record. The only requirement for the Avaya ARS
is, if hard phone support is required, the person’s login name must match the
agent ID configured on the Avaya PBX and the password must be blank.
each agent, create a person record. The only requirement for the Avaya ARS
is, if hard phone support is required, the person’s login name must match the
agent ID configured on the Avaya PBX and the password must be blank.
2.10. Device Targets
For each hard phone attached to the Avaya PBX that agents can log into or
may receive routed calls, you will need to configure a Device Target and a
routing label.
may receive routed calls, you will need to configure a Device Target and a
routing label.
2.10.1. Device Target Configuration
Figure 5 is a screenshot of the Device Target Configuration.