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

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 ACD

 Configuration

 

 

may connect to the PG. This normally will never be changed after the 
initial installation. 

  If any of the above CMS information is changed (for example: Monitored 

splits or the refresh rate), the CMS report and PG must be stopped and 
restarted in order for the changes to take effect.  

In a PG configuration that does not use CMS, additional configuration is 
necessary on the Avaya.  

 

3PDC must be provided for all skill groups that will be monitored or 
routed to by  the Unified ICM software. If a skill group is not monitored 
through 3PDC, no agents will be logged into that skill group. Third-Party 
Domain Control allows the PG to track login and logout events for the 
skill group. Avaya currently restricts one application to third-party 
domain control of a skill group. 

 

You must enable Event Minimization for the CTI links used by the 
Peripheral Gateway. 

 

For optimal performance, external applications that alter agent state on the 
Avaya ECS should use the Enterprise CTI interface. Contact your Cisco 
Unified ICM software representative for complete and up-to-date 
information on recommended configurations. 

Following are the notes and restrictions applicable to Avaya: 

 

Monitoring VDNs. It is extremely important that all VDNs to be 
monitored are properly configured as Peripheral Targets in the Unified 
ICM database. 

 

CTI links and BHCC. Each CTI link can support approximately 8,000 
BHCC using a BRI CTI link; approximately 32,000 BHCC on a G3r 
using an Ethernet CTI link; and approximately 20,000 BHCC on a G3i or 
G3s using an Ethernet CTI link. These link specifications are derived 
from Avaya-provided data and are subject to change. 

 

The Avaya PG supports Agent IDs, Agent Extensions, Hunt Group 
Extensions and VDNs that start with a zero. This is supported for both 
CMS and CMS-less environments.

 

 

The Avaya PG does not support Hunt Group Numbers that start with a 
leading zero. 

 

Intermittent Failure of Network Transfer. There is occasionally a 
timing issue in the set of events involved in a Network Transfer and, due 
to this, the NIC Call ID is not populated in the transfer call, resulting in 
call failure. To avoid this problem, introduce a delay of 1 second in the 
Vector for the post-route number (VDN); that is, 

01 

wait-time 

1 secs   

hearing silence 

02 

adjunct   

routing link 1