Cisco Cisco Unified Contact Center Enterprise 8.5(2) Referências técnicas

Cisco

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Contents

Preface ............................................................................................ 6

Overview ................................................................................... 9

1.1. ICM version ........................................................................................... 10

1.2. NEC OAI/Infolink Interface ................................................................... 10

Agent Status Request Delay ...................................................... 10

1.3. OAI/Infolink Interface Requirements and Limitations....................... 11

1.4. NEC Feature Enhancements ............................................................... 12

Alternate Functionality ............................................................... 12

Reconnect Functionality ............................................................. 12

Object Mapping ...................................................................... 13

2.1. Agent ...................................................................................................... 14

NEC Agent State to Unified ICM Agent State Mapping ............. 15

2.2. Skill Group............................................................................................. 15

2.3. Service ................................................................................................... 16

2.4. Peripheral Target .................................................................................. 17

2.5. Trunk Groups and Trunks ................................................................... 17

2.6. Default Peripheral Route ...................................................................... 17

2.7. Dialed Numbers .................................................................................... 18

2.8. Labels .................................................................................................... 18

2.9. Routes .................................................................................................... 18

2.10. Routing Clients ................................................................................... 18

Unified ICM Configuration ..................................................... 19

3.1. Unified ICM Configuration Considerations ........................................ 20

3.2. Peripheral Configuration Parameters ................................................. 20

3.3. Attributing Calls to Unified ICM Routes ............................................. 20

3.4. Peripheral Monitor Configuration ....................................................... 20

Configuration of OAI Monitored ACD-aware Devices ................ 21