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Cisco
Cisco Unified Contact Center Enterprise 9.0(1)
Referências técnicas
Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas
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Contents
Preface ........................................................................................... ix
1.
Overview ................................................................................. 13
1.1. ACD Interface Requirements ............................................................... 14
1.1.1.
Spectrum Port ............................................................................ 15
1.1.2.
Spectrum Transaction Link Port ................................................. 16
1.1.3.
Duplex PG Configuration using TCP/IP ..................................... 16
1.2. Hardware and Software Requirements .............................................. 17
1.3. Supported Unified ICM Features ......................................................... 17
1.4. Unified ICM Features Not Supported .................................................. 17
1.5. Support for Spectrum Release 7.01.a and 7.01.b .............................. 17
2.
ACD Configuration ................................................................. 19
2.1. Transaction Link Port Configuration .................................................. 20
2.1.1.
Port Provisioning for X.25 Implementation ................................ 20
2.1.2.
Transaction Link Cable Specifications for X.25 link ................... 20
2.1.3.
Port Provisioning for TCP/IP Implementation ............................ 21
2.2. Supervisor CRT Link ............................................................................ 22
2.2.1.
Port Provisioning ........................................................................ 22
2.2.2.
Supervisor CRT Specifications .................................................. 23
2.2.3.
Supervisor CRT User Account ................................................... 23
2.3. Unified ICM Required Routing Telescript Changes .......................... 23
2.3.1.
Call Arrival .................................................................................. 24
2.3.2.
Translation Routes ..................................................................... 24
2.3.3.
Basic Routing Telescript Example ............................................. 24
2.3.4.
Translation Routing Telescript Example .................................... 24
2.4. Unified ICM Required Application Telescript Changes .................... 24
2.4.1.
Call Event Notifications .............................................................. 25
2.4.2.
Post-Routing on the Spectrum ACD .......................................... 26
2.5. Customer Migration Strategy .............................................................. 27
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