Cisco Cisco IP Contact Center Release 4.6.1 Referências técnicas

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Overview 

 

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Cisco

 

PGs that use the Application Bridge Event Link interface rely on 

event messages from the Application Bridge. They do not use Call 
Disconnect and Call Transfer messages. In most cases, these PGs do not 
require the ABS option. 

Consult with your Cisco Unified ICM project manager to determine if 
your specific Unified ICM application requires the ABS software. 

For more information on the Application Bridge Server software, see 
Chapter 3, “Unified ICM Configuration.” 

A simplex or redundant PG can connect to up to five Aspect ACDs 
simultaneously. Before connecting multiple ACDs to a single PG, ensure 
that the data link between the PG and Unified ICM Central Controller has 
the necessary bandwidth. To handle multiple ACDs, you might require a 
high-end PG platform with more processing capability and memory. 

The Aspect ACD (and Contact Server) allows connection from multiple 
PGs. However, in that configuration, maintain the resources (like Agents, 
Applications, CCTs, dial plans, Trunk, and Trunk Groups) that each PG 
uses as separate configurations. 

Even when you follow these configuration guidelines, there are some 
known limitations and risks in using such systems: 

 

Aspect sends all the call and agent events for a PG to all the other PGs 
as well. Problems related to reporting of calls for other PGs can exist. 

 

When such configurations are servicing two different customers, the 
call statistics and agent statistics can be shared across customers. 

Contact the ACD vendor for ACD-related issues or limitations on 
connecting multiple PGs to a single ACD. 

The Aspect Event Link PG supports a remote TCP/IP connection to the 
ACD as long as enough network bandwidth is provided. For ACDs that 
implement Post-Routing, a three-second response time is required.