Technical References

Contents

.................................................................... i

Contents ............................................................................... iii

Preface ................................................................................... 9

1. Overview ....................................................................... 13

1.1. ACD Interface Requirements .......................................................... 14

1.1.1. 60BAura Contact Center ACD Scripts ......................................... 15

1.1.2. 61BAura Contact Center ACD Applications and Skill Sets ......... 15

1.1.3. 62BSwap Feature in Aura Contact Center ACD ......................... 16

1.1.4. 63BHardware and Software Requirements ................................. 19

1.1.5. 64BSpecial Requirements ........................................................... 20

1.1.6. 65BSupported Unified ICM Software Features ........................... 20

1.1.7. 66BMultiple Application Support .................................................. 20

1.1.8. 67BGeneral Restrictions .............................................................. 20

1.1.9. 68BCTI Server Restrictions ......................................................... 22

1.2. Aura Contact Center PG Platform Requirements ......................... 23

1.3. Working with Unified ICM MRs and ESs ........................................ 23

2. ACD Configuration ....................................................... 25

2.1. Configuration Prerequisites ............................................................ 26

2.2. Script Modifications for Call Processing ....................................... 26

2.2.1. 69BArrived ................................................................................... 27

2.2.2. 70BInterflowed ............................................................................. 28

2.2.3. 71BEnqueued .............................................................................. 29

2.2.4. 72BEnqueued_MLA .................................................................... 29

2.2.5. 73BEnqueued_MLA_Begin, Enqueued_MLA_Next,

Enqueued_MLA_End ............................................................................ 29

2.2.6. 74BEnqueued_Agent .................................................................. 30

2.2.7. 75BDequeued .............................................................................. 30

2.2.8. 76BDequeued_Agent .................................................................. 30

2.2.9. 77BNACD_Queued ..................................................................... 30