Cisco Cisco IP Contact Center Release 4.6.1 テクニカルリファレンス

Cisco

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Contents

2.6. Agent Class of Service ......................................................................... 28

2.7. Trunk Group .......................................................................................... 29

2.8. Example Application Telescripts ........................................................ 29

Basic Application Telescript Example Using INFORM HOST ON SI

Basic Application Telescript Example Using INFORM HOST CALL

STATUS step .......................................................................................... 29

Post-Routing Telescript Example ............................................... 30

2.9. Maintaining your Configuration .......................................................... 30

Web Setup Tool and Unified ICM Configuration .................. 31

3.1. Peripheral .............................................................................................. 32

Peripheral Configuration Parameters ......................................... 32

3.2. Peripheral Targets ................................................................................ 32

3.3. Trunk Groups ........................................................................................ 33

3.4. Trunks .................................................................................................... 33

3.5. Services ................................................................................................. 33

3.6. Skill Groups........................................................................................... 33

3.7. Skill Group to Service Mappings ........................................................ 33

3.8. Agents .................................................................................................... 34

3.9. Agent to Skill Group Mapping ............................................................. 34

3.10. Translation Routes ............................................................................. 35

3.11. Routes .................................................................................................. 35

3.12. Routing Client ..................................................................................... 35

Route Request ........................................................................... 36

Route Select ............................................................................... 36

Label Syntax .............................................................................. 36

3.13. Maintaining your Configuration ........................................................ 38

Spectrum TPCC/TPAC Services ........................................... 41

4.1. Overview ................................................................................................ 42

4.2. Spectrum TPCC Services .................................................................... 42

4.3. Spectrum TPAC Services .................................................................... 43