Cisco Cisco Unified CRM Connector 7.5 安装指南

 

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That reduces this implementation to a simple configuration to meet your 
Cisco Unified Contact Center environment.  There are two significant 
Cisco Unified Contact Center environment classes.   

The first is built upon Cisco Call Manager and consists of a single site 
enterprise scale implementation.   The Expert Agent PG that supports Call 
Manager treats it as a single peripheral and therefore as a single site.  A 
multi-site configuration of Unified Contact Center involves multiple 
implementations of Unified Contact Center Enterprise and Hosted.  This 
would be implemented using multiple CRM Connector Servers and 
therefore is really two separate implementations. 

Note:  This simplifies the implementation to cover 90% of the likely 
implementations.  It is possible to configure multiple instances of the CRM 
Connector for UCCE and UCCH.  Simply create multiple instances of the 
CTI connector and configure each CTIModule with a different name. 

The second implementation class is built upon the Unified Intelligent Call 
Manager.  Implementing Unified ICM is more likely to involve multi-site 
implementations because it presents a more complex integration topology.   

Unified ICM integrates third-party ACDs (switches) through a dedicated 
peripheral type; there is a PG type for each third-party ACD.  Most of 
these ACDs service a single geographic site.  Therefore the CRM 
Connector implementation may need to implement multiple CTIModules, 
one for each legacy ACD site.   

Table 5-2:  Cisco CRM Connector Configuration Keys shows the CRM 
Connector CTIModule configuration keys and valid values.  These keys 
will be referred to in the configuration sections below. 

Channel 

Four (4) character string 

Default:  CTI1 

The Channel ID.  This identifies the 

channel and is used to associate 
agent requests with a specific CTI 

channel. 
The CTI channel name will show up 

in the log files on channel events 
and application commands. 

Server_A Hostname 

or 

IP address 

This is the host name of the CTI 
Server in a simplex configuration 

and the host name of the side_A 
CTI server in a duplex environment. 

Port_A Port 

address, 

four or five digits 

 

This is the configured CTI Server 

communication port in a simplex 
configuration, and the side A CTI 

Server port in a duplex 
environment. 

Server_B 

Hostname or IP address 

This is only required in a duplex 
configuration, it is the host name of 

the side B CTI Server. 

Port_B Port 

address, 

four 

or five digits 

This is only required in a duplex 
configuration, it is the port address 

of the side B CTI Server 

Peripheral ID 

A four digit number.   

This is the peripheral ID for the