Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação
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The NAM can validate the label against the NAM label database (in which case, the NAM does not consider
the label to be dynamic), or the NAM can accept the label, even if it is not in the NAM label database (in
which case, the NAM does consider the label to be dynamic).
the label to be dynamic), or the NAM can accept the label, even if it is not in the NAM label database (in
which case, the NAM does consider the label to be dynamic).
The NAM cannot distinguish between a CICM dynamic label and a CICM configured label. By default, the
NAM rejects any label returned by an ICM Gateway node that is not known by the NAM.
NAM rejects any label returned by an ICM Gateway node that is not known by the NAM.
In the event that the CICM returns multiple labels, such as with a Divert Label node—and only some of the
labels are known by the NAM—the behavior of the NAM will depend on the Script Editor's ICM Gateway
node's Validate returned labels property:
labels are known by the NAM—the behavior of the NAM will depend on the Script Editor's ICM Gateway
node's Validate returned labels property:
• If the NAM is instructed to validate all labels, it will discard any of the unknown labels. Only
NAM-configured labels will be used.
• If the NAM is instructed to not validate labels, it will treat the entire set of labels as dynamic. This is
only significant for the call termination record, which will indicate that the final label used is dynamic.
This is indicated even if the final label used was one of the NAM known labels.
This is indicated even if the final label used was one of the NAM known labels.
NAM network event reporting
The NAM can provide detailed records on call disposition information that the network may provide. The
NAM populates the Network_Event_Detail table when this feature is enabled.
NAM populates the Network_Event_Detail table when this feature is enabled.
This feature requires a NIC that is designed to support populating this table. Contact your Cisco
representative to obtain information on the capabilities of your NIC.
representative to obtain information on the capabilities of your NIC.
Note
Description
The NAM database has a specific table for recording call disposition information, Network_Event_Detail.
The table contains a record for each network event that is received for a call, such as answer, busy and
disconnect events.
The table contains a record for each network event that is received for a call, such as answer, busy and
disconnect events.
Network Event Reporting can be enabled or disabled at the NIC level. It cannot be enabled or disabled on a
per call(-type) basis. Refer to the System Manager Guide Supplement for your NIC on how to enable or disable
this feature.
per call(-type) basis. Refer to the System Manager Guide Supplement for your NIC on how to enable or disable
this feature.
The table will be written for events related to all call legs that happen under control of the NIC. This includes
the incoming call leg (calling party, or leg 1) and the outgoing call leg (called party, or leg 2). In case of
network transfer, there could be multiple subsequent outgoing call legs, and information is recorded for each
of them separately. For example, for a simple call, there will be an ANSWER event record for leg 1 (this
implies that leg 2 answered the call) and a DISCONNECT event record for leg 1 or leg 2, depending on
whomever initiated the disconnect (that is, hung-up first). If leg 1 hangs up before leg 2 has answered, an
ABANDON event record will be written for leg 1. If the called party executes a blind network transfer
controlled by the NIC, Network Event Reporting will write a DISCONNECT event record for leg 2, followed
by an ANSWER event for the new called party, followed by a DISCONNECT event upon call completion.
The event records for the second called party will have leg id 2 as well, but can be distinguished from the first
called party by the different RouterCallKeySequenceNumber.
the incoming call leg (calling party, or leg 1) and the outgoing call leg (called party, or leg 2). In case of
network transfer, there could be multiple subsequent outgoing call legs, and information is recorded for each
of them separately. For example, for a simple call, there will be an ANSWER event record for leg 1 (this
implies that leg 2 answered the call) and a DISCONNECT event record for leg 1 or leg 2, depending on
whomever initiated the disconnect (that is, hung-up first). If leg 1 hangs up before leg 2 has answered, an
ABANDON event record will be written for leg 1. If the called party executes a blind network transfer
controlled by the NIC, Network Event Reporting will write a DISCONNECT event record for leg 2, followed
by an ANSWER event for the new called party, followed by a DISCONNECT event upon call completion.
The event records for the second called party will have leg id 2 as well, but can be distinguished from the first
called party by the different RouterCallKeySequenceNumber.
Call legs originated by a PG and setup outside of the control of the NIC (for example, a local transfer executed
by an ACD) are not included in the table.
by an ACD) are not included in the table.
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Special considerations
NAM network event reporting