Cisco Cisco Unified Contact Center Enterprise 9.0(2) テクニカルリファレンス
CMS Cisco Real-Time Report
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2. Avoid having agents transfer calls directly to other agent stations or to
other agent IDs. Instead, the calls can be transferred to a hunt group (or
split). The calls can also be transferred to a VDN to ensure proper call
monitoring.
split). The calls can also be transferred to a VDN to ensure proper call
monitoring.
2.8. Universal Call ID
If the Avaya Universal Call ID (UCID) is desired, the field “Send UCID to
ASAI” should be set to “Yes.” You can do this through the Feature-Related
System Parameters form on the Avaya.
ASAI” should be set to “Yes.” You can do this through the Feature-Related
System Parameters form on the Avaya.
Starting with ICM 7.5(9), the Avaya PIM is enhanced to use UCID
information from the Avaya Switch to clean up old calls in the Avaya PIM. To
enable the UCID feature on the Avaya Switch you must change the following
system-parameters features:
information from the Avaya Switch to clean up old calls in the Avaya PIM. To
enable the UCID feature on the Avaya Switch you must change the following
system-parameters features:
Create Universal Call ID(UCID) ? y
UCID Network Node ID ? <any value_unique to a switch>
Send UCID to ASAI ? y
2.9. CTI Link Configuration
CTI link configuration should be set up to have Event Minimization set to
“Yes.” This is especially important if you are using third-party functionality.
“Yes.” This is especially important if you are using third-party functionality.
To set Event Minimization to Yes:
1.
Stop the PG.
2. Busy-out and release the CTI link. This will activate this CTI link
attribute.
3. Restart the PG.
When Event Minimization is enabled, the Unified ICM PG CTI links must be
dedicated to the PG (that is, no other applications should be using those CTI
links). In a duplexed environment, both PG sides can use the same CTI links.
dedicated to the PG (that is, no other applications should be using those CTI
links). In a duplexed environment, both PG sides can use the same CTI links.
2.10. CMS Cisco Real-Time Report
The guidelines in this chapter are intended for Avaya installers of the CMS
Cisco RTA report:
Cisco RTA report:
T
Skillnums argument
T
. The CMS report should use the
skillnums
argument. The Unified ICM PG started supporting
skillnums
in Unified
ICM software Release 2.5 (August, 1998). Therefore, any installation of
Unified ICM software 2.5 or later should use
Unified ICM software 2.5 or later should use
skillnums
. This applies to all
the new installations and upgrades to ICM software 2.5 or later.
T
Agent login
T
. For CMS report version 3.5 or later, the PIM will not log
agents into a skill group unless the skill group is monitored by CMS. This
is a requirement because CMS will not pass agent state data or logout
events for non-monitored skill groups. The lack of this CMS data can
cause agent count and agent state mismatches. Conversely, if the CMS
is a requirement because CMS will not pass agent state data or logout
events for non-monitored skill groups. The lack of this CMS data can
cause agent count and agent state mismatches. Conversely, if the CMS
Avaya PIM treats the non-ACD call=related on-switch or off-switch calls as internal
calls.
calls.