Cisco Cisco IP Contact Center Release 4.6.1 기술 참조
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Unified ICM Configuration
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PG is informed by the switch of all call and Agent events to that ACD
Group. Furthermore, if the ACD Group has one or more Supplementary
ACD-DNs associated with it, then all these Supplementary ACD DNs are
automatically associated with the current session. If the DMS-100 PG
specifies a Secondary DN to be associated with the current session, the
DMS-100 PG is informed by the switch of all coordinated voice and data
delivery events to that Centrex or Residential line.
Group. Furthermore, if the ACD Group has one or more Supplementary
ACD-DNs associated with it, then all these Supplementary ACD DNs are
automatically associated with the current session. If the DMS-100 PG
specifies a Secondary DN to be associated with the current session, the
DMS-100 PG is informed by the switch of all coordinated voice and data
delivery events to that Centrex or Residential line.
You may specify the configured CompuCALL session number for a
Primary ACD DN or Secondary DN in the Unified ICM peripheral
monitor table. The configured CompuCALL session number indicates DV-
DN-ASSOCIATE OPERATION for the Primary ACD DN, or Secondary
DN in the “Extension” field will be performed by the CompuCALL
session n. The assignment of the configured CompuCALL session number
is optional. If you fail to specify session number n for a Primary ACD DN
or Secondary DN, the DMS-100 PG will evenly distribute DNs over the
configured the CompuCALL sessions
Primary ACD DN or Secondary DN in the Unified ICM peripheral
monitor table. The configured CompuCALL session number indicates DV-
DN-ASSOCIATE OPERATION for the Primary ACD DN, or Secondary
DN in the “Extension” field will be performed by the CompuCALL
session n. The assignment of the configured CompuCALL session number
is optional. If you fail to specify session number n for a Primary ACD DN
or Secondary DN, the DMS-100 PG will evenly distribute DNs over the
configured the CompuCALL sessions
You can specify whether a Primary ACD DN is CDN in the peripheral
monitor table. The DMS-100 PG uses this information to call DV-Set-
CDN-State during the initialization procedure.
monitor table. The DMS-100 PG uses this information to call DV-Set-
CDN-State during the initialization procedure.
Since an Agent device can be assigned to two lines, ACD and Secondary
lines, you need to provide the mapping relationship between the Secondary
DN, agent DN, and Agent positionID CDN in the peripheral monitor table.
lines, you need to provide the mapping relationship between the Secondary
DN, agent DN, and Agent positionID CDN in the peripheral monitor table.
If an Agent device has only one ACD line, you need to mark the
“Extension” field with a non-digital letter (e.g., &), and specify the address
mapping relationship between the Agent DN and the Agent PositionID in
the corresponding “Param String” field in the peripheral monitor table.
“Extension” field with a non-digital letter (e.g., &), and specify the address
mapping relationship between the Agent DN and the Agent PositionID in
the corresponding “Param String” field in the peripheral monitor table.