Cisco Cisco IP Contact Center Release 4.6.1 テクニカルリファレンス
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Preface
Purpose
This document contains specific information you need to maintain a
Meridian Peripheral Gateway (PG) in a Cisco Unified Intelligent Contact
Management (Unified ICM) environment. It is intended to be used as the
Meridian-specific companion to the Cisco Unified ICM documentation set.
Meridian Peripheral Gateway (PG) in a Cisco Unified Intelligent Contact
Management (Unified ICM) environment. It is intended to be used as the
Meridian-specific companion to the Cisco Unified ICM documentation set.
While other Unified ICM documents (for example, the Configuration
Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted, and
the Scripting and Media Routing Guide for Cisco Unified ICM/Contact
Center Enterprise & Hosted) cover general topics such as configuring an
overall Unified ICM and writing scripts to route contact center requests.
The Cisco Unified ICM ACD Supplement for Rockwell Spectrum provides
specific information on configuring a Spectrum PG and making any
necessary adjustments to the Rockwell Spectrum ACD configuration.
Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted, and
the Scripting and Media Routing Guide for Cisco Unified ICM/Contact
Center Enterprise & Hosted) cover general topics such as configuring an
overall Unified ICM and writing scripts to route contact center requests.
The Cisco Unified ICM ACD Supplement for Rockwell Spectrum provides
specific information on configuring a Spectrum PG and making any
necessary adjustments to the Rockwell Spectrum ACD configuration.
Audience
This document is intended for system managers. The reader should
understand Unified ICM functions as described in the Installation and
Setup Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted,
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted, and Scripting and Media Routing Guide for Cisco Unified
ICM/Contact Center Enterprise & Hosted. The reader should also have
specific knowledge of the Rockwell Spectrum ACD.
understand Unified ICM functions as described in the Installation and
Setup Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted,
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted, and Scripting and Media Routing Guide for Cisco Unified
ICM/Contact Center Enterprise & Hosted. The reader should also have
specific knowledge of the Rockwell Spectrum ACD.
Organization
Chapter 1, “Overview”
Provides an overview of ACD interface and hardware and software
requirements.
requirements.
Chapter 2, “ACD Configuration”
Describes items in the Spectrum configuration that must be verified to
ensure compatibility with the Unified ICM.
ensure compatibility with the Unified ICM.
Chapter 3, “Web Setup Tool and ICM Configuration”
Provides information about setting up connections for the Spectrum
ACD with the Peripheral Gateway.
ACD with the Peripheral Gateway.
Chapter 4, “Spectrum TPCC/TPAC Services”