Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas
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Unified ICM
Software Configuration
If the number of ACD skill groups and skill group priorities is large, it is not
recommended to use sub-skill groups because this causes increased data flow
between the PG and the Central Controller. When the sub-skill group is not
configured, the PG reports only the skill group peripheral number defined in the
ACD to the Central Controller without the skill group priority. In this case,
Unified ICM reports contain only the skill group defined by the ACD peripheral
number.
recommended to use sub-skill groups because this causes increased data flow
between the PG and the Central Controller. When the sub-skill group is not
configured, the PG reports only the skill group peripheral number defined in the
ACD to the Central Controller without the skill group priority. In this case,
Unified ICM reports contain only the skill group defined by the ACD peripheral
number.
Note:
This feature is applicable from ICM 6.0 SR7 and 7.1(2) with Avaya PG.
1. Peripheral Configuration:
To avoid the base and sub-skill groups from being created, you must not
have a skill group mask selected (see
have a skill group mask selected (see
X
Figure 24
X
).
Figure 28: Peripheral Configuration
2. Skill Group Configuration:
When configuring the skill group, do not select a skill group mask. The
peripheral number should match the ACD skill group number without the
skill group priority (See
peripheral number should match the ACD skill group number without the
skill group priority (See
X
Figure 25
X
).