Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas

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 ACD

 Configuration

 

 

2.  Complete this form based on the instructions in the Avaya documentation. 

Make sure you enter the number of the vectors set up for Unified WIM 
calls in the Vector Number field. 

You can set up a VDN-of-origin announcement to let the agent know the call 
class if you are using multiple call classes. For instance, you can create an 
announcement for chat calls so that the agent knows to start a chat session. 
You can set up multiple VDNs to the same vector, each identifying an 
individual call class. 

If you choose to use an existing vector, you might want to create a separate 
VDN for Unified WIM calls. This enables you to create reports based on those 
calls. 

Ensure proper call flow by recording and sharing the following information 
with the Unified WIM administrator and the CMB administrator: 

 

The Unified WIM administrator needs switch configuration information 
in order to set up agents on Unified WIM. 

 

The Media Blender administrator needs values for the CMB property 
files. 

The switch administrator sets up agents on the ACD and the Unified WIM 
administrator sets up agents on the Unified WIM Administration desktop. The 
Unified WIM administrator should enter the Voice Agent ID when setting up 
an agent. This Voice Agent ID should be the same as the logical ID (agent ID) 
used on the ACD. For more information, see the Cisco Unified Web and E-
Mail Interaction Manager, Administration Console User Guide - for Unified 
Contact Center Enterprise, Hosted and ICM available at:  

.  

For the basic CMB configuration, agents must be set up in two places. The 
switch administrator sets up agents on the ACD and the Unified WIM 
administrator sets up agents on the Unified WIM Administration desktop 
using the Agents: Create node. The Unified WIM administrator must enter 
the Voice Agent ID when setting up an agent. This Voice Agent ID must be 
the same as the logical ID (agent ID) used on the ACD. 

If agents must be able to log in to the ACD and Unified WIM at the same, 
time, blended login capability must be configured on Unified WIM. How the 
Unified WIM administrator sets up blended login depends on whether the 
agent will frequently change phones. The Unified WIM administrator might 
also need the terminal ID (the identifier of the phone on the ACD system) and 
the ACD password for each agent. 

The CMB administrator is responsible for creating a phantom pool file, 
phantoms.properties, which lists the phantom physical ID on the ACD or the