Cisco Unified Contact Center Enterprise 11.0(1) テクニカルリファレンス

Cisco

Contents

Contents ............................................................................... iii

Preface ................................................................................... 9

Overview ....................................................................... 13

1.1. ACD Interface Requirements .......................................................... 14

Symposium ACD Scripts ....................................................... 15

Symposium ACD Applications and Skill Sets ....................... 15

Swap Feature in Symposium ACD ....................................... 16

Hardware and Software Requirements ................................. 19

Special Requirements ........................................................... 20

Supported Unified ICM Software Features ........................... 20

Multiple Application Support .................................................. 20

General Restrictions .............................................................. 20

CTI Server Restrictions ......................................................... 22

1.2. Symposium PG Platform Requirements ........................................ 23

1.3. Upgrading from Symposium 1.5
to Symposium 3.0 ........................................................................... 23

1.4. Upgrading from Symposium 1.5
or 3.0 to Symposium 4.0 .................................................................. 24

1.5. Upgrading from Symposium 1.5,
3.0, or 4.0 to Symposium 4.2 ............................................................ 24

1.6. Upgrading from Symposium 4.0
or 4.2 to Symposium 5.0 ................................................................... 25

1.7. Working with Unified ICM SRs and ESs ........................................ 25

ACD Configuration ....................................................... 27

2.1. Configuration Prerequisites ............................................................ 28

2.2. Script Modifications for Call Processing ....................................... 28

Arrived ................................................................................... 29

Interflowed ............................................................................. 30