Cisco Cisco Unified Contact Center Enterprise 9.0(2) テクニカルリファレンス
38
ACD
Configuration
report is a pre-3.5 version, the PIM will still log agents into all groups
provided in the agent login event, but CMS will not provide logout events
for the non-monitored skill groups.
provided in the agent login event, but CMS will not provide logout events
for the non-monitored skill groups.
Because no logout record (or any agent state record, for that matter) is
provided by CMS for these non-monitored skills, and because the version
of the CMS report is pre-3.5, the PIM may leave agents in their last state.
For this reason, it is strongly recommended that customers use a CMS
report that is version 3.5 or later.
provided by CMS for these non-monitored skills, and because the version
of the CMS report is pre-3.5, the PIM may leave agents in their last state.
For this reason, it is strongly recommended that customers use a CMS
report that is version 3.5 or later.
Note:
The Avaya PG currently supports 20 skills per agent. The
enhanced RTA 5.0.5, which supports 60 skills per agent, is not
supported by Unified ICM.
enhanced RTA 5.0.5, which supports 60 skills per agent, is not
supported by Unified ICM.
T
Noskillnum flag
T
. Make sure that the
noskillnum
flag is set to
skillnums
(that is, CMS provides the list of monitored skills) in the following list of
files. Split/Skill numbers need to be in the CMS startup header provided
to the PG. The files affected are:
files. Split/Skill numbers need to be in the CMS startup header provided
to the PG. The files affected are:
Startrta
testrta
skills1
skills2, and so on
These are files on the CMS machine.
T
Multiple CMS reports on one PIM
T
. If multiple CMS reports are
configured for a single PIM on a PG, the CMS report must use the
timestamp argument. The timestamp argument causes the CMS report to
include a UNIX timestamp in each of the CMS records sent to the PG.
The PG requires the timestamp to properly order the incoming CMS
records from the multiple reports.
timestamp argument. The timestamp argument causes the CMS report to
include a UNIX timestamp in each of the CMS records sent to the PG.
The PG requires the timestamp to properly order the incoming CMS
records from the multiple reports.
T
Agent-skill pairs
T
. Cisco strongly recommends that you upgrade to the
newest CMS report if you find you need increased agent-skill pairs. The
newer CMS reports can be configured to support up to 10,000 agent-skill
pairs (default 2,400). Using this single (increased) agent-skill pair
capability should eliminate any need for using multiple CMS reports (and
therefore not require timestamps in the CMS reports).
newer CMS reports can be configured to support up to 10,000 agent-skill
pairs (default 2,400). Using this single (increased) agent-skill pair
capability should eliminate any need for using multiple CMS reports (and
therefore not require timestamps in the CMS reports).
Note:
In later CMS reports, the arguments (for example,
noskillnums
) described
above may have changed. Therefore, Avaya installers should check for the
correct arguments to achieve the desired functionality as described above.
correct arguments to achieve the desired functionality as described above.