Technical References

iv Contents
iv
2.2.10. 78BNACD_Ping ........................................................................... 31
2.2.11. 79BNACD_Dequeued ................................................................. 32
2.2.12. 80BRouted ................................................................................... 32
2.2.13. 81BGive_Busy ............................................................................. 33
2.2.14. 82BGive_Overflow ....................................................................... 34
2.2.15. 83BControlled_Returned ............................................................. 34
2.2.16. 84BDisconnect ............................................................................. 34
2.3. Script Modifications for Post-Routing ........................................... 34
2.4. Meridian 1 Configuration ................................................................. 34
2.5. IVR Port Configuration and Considerations ................................. 35
2.6. Meridian Mail Considerations ......................................................... 35
2.7. NCCM Server Capacity Considerations ......................................... 36
3. Web Setup Tool and Configuration ............................ 37
3.1. Web Setup Tool ................................................................................ 38
3.1.1. 85BInstalling the Aura Contact Center PG .................................. 38
3.1.2. 86BMeridian Link Configuration .................................................. 39
3.1.3. 87BRTD Configuration ................................................................ 40
3.1.4. 88BHDX Configuration ................................................................ 40
3.2. Unified ICM Software Configuration .............................................. 40
3.2.1. 89BPeripheral Configuration ....................................................... 41
3.2.2. 90BPeripheral Target Configuration ............................................ 41
3.2.3. 91BTrunk Group Configuration .................................................... 42
3.2.4. 92BTrunk Configuration ............................................................... 43
3.2.5. 93BService Configuration ............................................................ 43
3.2.6. 94BSkill Group Configuration ...................................................... 43
3.2.7. 95BService Member Mappings ................................................... 44
3.2.8. 96BAgent Configuration .............................................................. 44
3.2.9. 97BAgent State Mapping ............................................................. 45
3.2.10. 98BSkill Group Member Mappings .............................................. 45
3.2.11. 99BTranslation Routes ................................................................ 46
3.2.12. 100BRoute Configuration .............................................................. 46
3.2.13. 101BRouting Client Configuration ................................................. 46
3.2.14. 102BPeripheral Monitor Configuration of Aura Contact Center
CDNs 46
3.2.15. 103BPeripheral Monitor Configuration of Aura Contact Center
Positions 46
3.3. IVR Port Configurations .................................................................. 48
3.4. Activity Code Configuration ........................................................... 48
3.4.1. Unified ICM Configuration ..................................................... 48
3.4.2. 10CTCTCTI OS Server Configuration ................................................ 48
3.4.3. 106BMeridian PBX and SCCS Configuration ................................ 49
3.5. Special Considerations in NAM Environments ............................. 49