Cisco Cisco Computer Telephony Integration OS 8.5 Guia Da Instalação
Chapter 8 Peripheral-Specific Support
General ICM Software Support
8-4
CTI OS System Manager’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
In some cases, the ICM concept is very close to the corresponding ACD feature.
For example, the ICM concept of a service is very similar to the Aspect concept
of an application. In other cases, the ACD does not have a feature that maps
exactly to the ICM feature. In these cases, you might choose a different mapping
than shown in
For example, the ICM concept of a service is very similar to the Aspect concept
of an application. In other cases, the ACD does not have a feature that maps
exactly to the ICM feature. In these cases, you might choose a different mapping
than shown in
. For example, although it might make sense to associate
each VDN on a DEFINITY ECS with an ICM service, you could also map each
hunt group to a service.
hunt group to a service.
On an Avaya DEFINITY ECS running in EAS mode, each skill group may have
multiple subgroups depending on the switch configuration. ICM software
emulates this by automatically creating additional skill groups for these
peripheral types.
multiple subgroups depending on the switch configuration. ICM software
emulates this by automatically creating additional skill groups for these
peripheral types.
ICM Feature Limitations
Some ACDs have limitations that prevent them from making full use of specific
features of ICM software.
features of ICM software.
summarizes these limitations for those
ACDs.
2.
The Aspect Contact Server maps a trunk group and DNIS to a Call Control Table (CCT). The
DEFINITY ECS uses the trunk group and DNIS for incoming calls.
DEFINITY ECS uses the trunk group and DNIS for incoming calls.
3.
Without Customer Controlled Routing (CCR), one or more services map to an ACD DN. With
CCR, one or more services map to an ACD CDN.
CCR, one or more services map to an ACD CDN.
4.
If an ECS is running in Expert Agent Selection (EAS) mode, a skill group maps to an ECS skill
group; otherwise, it maps to a hunt group.
group; otherwise, it maps to a hunt group.
5.
A CallCenter instrument can be a trunk, a teleset, or a workstation.
Table 8-2
ICM Features Not Supported for Specific Peripherals
Peripheral Type
Restrictions
Alcatel 4400
No trunk group monitoring
Aspect Contact Server
Only one skill group assignment per agent
Avaya DEFINITY ECS
none
IPCC
Does not support Trunks or Trunk Groups
Nortel Meridian
Limited trunk group monitoring
Ring time for a call is included in either queue time
or delay time
or delay time