Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas
ACD Interface Requirements
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use the
QUEUE TO NACD
command – understanding that Unified
ICM software reporting will then be inaccurate, as mentioned in the
preceding bullet. However, the recommendation is that you find an
alternate method that does not use NACD DNs.
preceding bullet. However, the recommendation is that you find an
alternate method that does not use NACD DNs.
Avaya’s Network Skillset feature is not supported.
The Aura Contact Center PG does not support Agent IDs, Position
IDs, Extension IDs and CDNs that start with a zero.
IDs, Extension IDs and CDNs that start with a zero.
Call takeback and transfer operations are not supported by the Aura
Contact Center PG.
Contact Center PG.
When the active Aura Contact Center PG fails over to the other side,
the call control is lost on the CTI OS desktop. However, the call will
be retained on the hard set. Also, agents who had active calls will
resume their CTI operation on the agent desktop, after they are in the
IDLE state on the ACD. This scenario is also observed for the MLSM
service restarts on the switch during the call.
the call control is lost on the CTI OS desktop. However, the call will
be retained on the hard set. Also, agents who had active calls will
resume their CTI operation on the agent desktop, after they are in the
IDLE state on the ACD. This scenario is also observed for the MLSM
service restarts on the switch during the call.
1.1.9.
8
CTI Server Restrictions
The Peripheral Gateway (and thus CTI clients) will not receive a
CallEstablished Event for an off-switch call. As a result of this
limitation, the feature conference operation on off-switch is not
supported. The soft-phone has no way to know that the call has been
connected off-switch, and thus the application requires manual
intervention from the agent (who will either hear a dial-tone, a ring, or
an answer, etc.) before completing the conference or transfer
operation.
CallEstablished Event for an off-switch call. As a result of this
limitation, the feature conference operation on off-switch is not
supported. The soft-phone has no way to know that the call has been
connected off-switch, and thus the application requires manual
intervention from the agent (who will either hear a dial-tone, a ring, or
an answer, etc.) before completing the conference or transfer
operation.
The Transfer button is not enabled after an off-switch consult.
Consultative Transfer to a Supervisor is not supported.
Single-Step Conference is not supported.
One is unable to transfer to an AgentID.
One is unable to put a conference or consultative call on hold,
therefore the button is disabled.
therefore the button is disabled.
There is a delay in switching from the NotReady state to the Ready
state
state
There is no equivalent to the Aura Contact Center state WalkAway.
The ACD gives a NOT_READY state to Unified ICM, but the switch
will reject a request to set WalkAway to Not_Ready.
The ACD gives a NOT_READY state to Unified ICM, but the switch
will reject a request to set WalkAway to Not_Ready.
Third-party call control and agent control requests issued through the
CTI Server interface sometimes return a Peripheral error code in the
failure indication message if the request fails. For the Avaya Aura
Contact Center, this Peripheral error code is either a Status value or a
Cause value. Generally, Status values are returned for call requests
CTI Server interface sometimes return a Peripheral error code in the
failure indication message if the request fails. For the Avaya Aura
Contact Center, this Peripheral error code is either a Status value or a
Cause value. Generally, Status values are returned for call requests
TP
1
PT
That is, an ACD DN that has a day table or a night table (or both) associated
with it.