Technical References

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Note that the Aura Contact Center ACD supports configurations in which
multiple IDC (incoming digit conversion) tables are used to map a single
DNIS value to different Aura Contact Center CDNs depending on which
Aura Contact Center Route (Unified ICM software Peripheral Trunk
Group) the call arrives. If you use this feature, you must be careful when
configuring Network Trunk Groups and Peripheral Targets in Unified
ICM. In particular, when you configure a Network Trunk Group you must
ensure that all of the Peripheral Trunk Groups in that Network Trunk
Group map a given DNIS value to the same Aura Contact Center CDNTPF
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FPT.
Therefore, if you are using multiple IDC tables you must create a separate
Network Trunk Group for each of these tables. You must then create
Peripheral Targets to correspond to each of these network trunk groups.
For Unified ICM Software Route statistics, the PG attributes calls to
Unified ICM Software Routes by looking for a Peripheral Target that
matches the Trunk Group and DNIS for the call. If it finds one, it uses the
route associated with that Peripheral Target. Otherwise, it looks for any
Peripheral Target that matches the DNIS for the call and uses the
associated routeTPF
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FPT. Finally, if it finds no matching Peripheral Target it
attributes the call to the default route for the peripheral (if one is
configured). If there is none, Unified ICM will not gather route or service
data for the call.
3.2.3. 91BTrunk Group Configuration
A Unified ICM Trunk Group is equivalent to a Aura Contact Center Route.
The Aura Contact Center PG requires that you configure the Aura Contact
Center ACD so that all Aura Contact Center Route Numbers are greater
than zero.
Depending on the version of Unified ICM you are running, use either
Configure Unified ICM software or the Network Trunk Group – Trunk
Group Explorer tool to configure trunk groups.
Configure a Unified ICM software Trunk Group for each Aura Contact
Center route on which ACD calls arrive. Set the Unified ICM Software
Peripheral Number to the Aura Contact Center Route Number. Leave the
Unified ICM Software Trunk Count at the default value “Use Trunk Data.”
Set the Unified ICM Software Trunk Group Extension to the Aura
Contact Center route access code (ACOD) for the route.
TP
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PT Example: Let D be a DNIS value. Suppose network trunk group X consists of
peripheral trunk groups K, L, and M. Then (K, D), (L, D) and (M,D) all refer to
the same software peripheral target so it is nonsensical to have K, L and M map
D to different Symposium CDNs.
TP
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PT You can cause the PG to bypass this step by setting the following registry
variable to zero:
HKEY_LOCAL_MACHINE/SOFTWARE/Cisco/ICM/PG<XX>/PG/CurrentVe
rsion/OPC/CallControl/MapPeripheralTargetsWithoutTrunkGroup