Cisco Cisco IP Contact Center Release 4.6.1 Referências técnicas

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Overview 

 

The Aastra ARS Gateway relies on PointSpan‘s OAI toolkit libraries that 

provide an abstraction layer to open a communication channel to the 

PointSpan switch. Every communication channel operates in full duplex 

mode with fully independent channels for incoming and outgoing 

messages (seen from a switch perspective). 

 

  Outbound messages

 are typically used by the switch to inform 

the ARS Gateway that a call has arrived at an OAI associated 

ACD group or phone and to ask for routing decisions. These 

messages are analyzed by ICM to make a routing decision and to 

generate reporting data. 

  Inbound messages

 are typically used by the ARS Gateway for 

third-party call control where an agent can answer, transfer or 

terminate a call using his CTIOS client application (also called 

―softphone‖). ICM‘s routing decisions are communicated to OAI 

using inbound messages. 

This chapter describes the options for connecting the PointSpan PBX to 

the Cisco ICM PG. This chapter also lists the hardware and software 

required for the PointSpan PBX to work with the ICM software.