Руководство Пользователя для Cisco Cisco Administrative Workstation

Supported ACDs in this Release of the ARI Deployment

Each ARS PG supports only one ACD/PBX peripheral.

The ACD/PBX supported in Release 7.2(1) is the Avaya Communications Manager 3.0 or 3.1.2

with AES Server.

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Advantages of the ARI Deployment

These are some advantages of deploying ARI with an ARS PG:

•

Call queuing is controlled by Service Control Interface (SCI)-managed queue points. This
is the case whether the VRU is at the network level or is premise-based on the ACD/PBX.

Queuing thus occurs such that Unified ICM retains control of the call. This is a distinct
advantage over traditional, ACD-controlled queuing. The call does not 'get stuck at' the ACD,
and Unified ICM does not lose control of the call. The call remains available for enterprise
routing depending on agent availability and collected information. See 

.

•

Intelligent call routing through a single platform  and the ability to route a call to a
specific agent

Because the ARS PG hands control for routing to the Unified ICM, you can rely on a single
routing platform. When the ICM connects to traditional TDM PGs, the call is routed to a
skill group at the ACD, not directly to the agent. With an ARS PG, the ICM can route to an
agent, by login ID or extension.

•

You can use WebView's reporting categories to monitor contact center agent performance,
customer experience, and operational effectiveness—rather than running some reports from
the ACD (such as ACD agent reports) and running other reports from WebView. See 

.

•

Introducing an ARS PG is an intermediate solution and a migration path to what can eventually
become a full IP solution.

•

If you already deploy an ACD that interfaces to Unified ICM by a TDM PG (for example,
if you already have an Avaya Communications Manager 3.1.2), there is no need to remove

1)

Former names for the Avaya Communications Manager were the Avaya DEFINTY, the G3, and the Avaya MultiVantage.

ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise & Hosted Editions Release 7.2(1)