Cisco Cisco Unified CRM Connector 7.5 安装指南

 

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This section considers a simple, single site configuration but notes changes 
or additions you will need to make for multi-site configurations.  There are 
two options for multi-site configuration if the ACDs are peripherals on the 
same PG (PIMS).  You may either configure separate instances of CRM 
Connector for each PIM OR you may configure a single instance of the 
CRM Connector to support both ACDs.  (See the note immediately 
following for a discussion of the single instances options.) 

Important Note for Multi-Site Configuration:  In multi-site 
configurations, where the call center uses two peripherals (PIMS) on the 
same PG you may optionally configure a single CRM Connector instance 
to support both ACDs.  This adds additional work during configuration:  
you must create an AssociatedDNsFile that maps each ACD extension to 
its peripheral ID.  There are some advantages and several disadvantages to 
this approach, but it may be useful for some sites. 

Key advantage of a single instance configuration for multiple sites on the 
same PG: 
ƒ  Reduced configuration within the CRM application.  CRM 

applications must be configured with the Channel ID to associate the 
agents with their respective channels.  Configuring a single instance 
that supports multiple ACDs allows administrators to assign agents to 
a common channel configuration.  Otherwise you would need to assign 
the agents individually to the channel configuration. 

ƒ  Lower maintenance within the CRM application.  There is no need to 

reconfigure an agent to a new channel when moving between ACDs 
that share a single Connector instance.  This may increase agent 
mobility in large “hot seated” contact centers. 

Key disadvantages of a single instance configuration for multiple sites on 
the same PG: 
ƒ  Higher maintenance overhead: the AssociatedDNsFile must be 

updated each time an extension is added. 

ƒ  Merged reporting and identity.  Because a single connector instance 

can only have one Channel ID, the channel name for both ACDs will 
be the same.  This may make it difficult to report on the ACDs 
individually within using CRM application reporting tools. 

ƒ  It may make debugging a little more difficult because you must trace 

ACDs by their PIMS rather than their Channel ID within the log files. 

In order to configure the Cisco CRM Connector you will need information 
about your CTI Server configuration.  If you are configuring a multi-site 
implementation, regardless of whether you are configuring one instance or 
two, you will need information about both sites. 

1.  You will need to know if your system is configured as a simplex 

or a duplex environment.   

2.  You will need to know the host name for the CTI Server and the 

server port.  In a duplex environment you will need to know both