Technical References

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3.6. Maintaining Your Configuration ..................................................... 49
4. Post-Routing ................................................................. 52
4.1. Changes to the NCCM server Configuration ................................. 53
4.1.1. 107BReserve CDNs or DNISs ....................................................... 53
4.1.2. 108BDO_POST_ROUTE Section of Master Script ....................... 53
4.1.3. 109BExample of Post-Routing Section in Master Script ............... 55
4.2. Changes to the Unified ICM Software Configuration ................... 58
4.2.1. 110BLabels .................................................................................... 58
4.2.2. 111BCall Control Variable Map ..................................................... 58
4.3. 39BCaller Entered Digits ....................................................................... 59
4.4. Translation Routing ......................................................................... 59
4.4.1. 112BReview of How to Configure Translation Routes .................. 59
4.4.2. 113BAura Contact Center Post-Routed Translation Routes ......... 60
5. ACD-Specific Interpretation of Unified ICM Software
Data ...................................................................................... 62
5.1. Method of Attributing Calls to Services......................................... 63
5.2. Method of Attributing Calls to Skill Groups .................................. 63
5.3. Calculation of Handle Time ............................................................. 63
5.4. Handling of ROUTE CALL Script Command ................................. 64
5.5. Handling of ROUTE CALL CONTROLLED Script Command ....... 64
5.6. Handling of QUEUE TO NACD Script Command .......................... 65
5.7. Handling of GIVE BUSY Script Command ..................................... 66
5.8. Handling of GIVE BUSY CONTROLLED Script Command........... 66
5.9. Handling of GIVE OVERFLOW Script Command .......................... 66
5.10. Handling of GIVE OVERFLOW CONTROLLED Script Command
.................................................................................................................. 67
5.11. Handling of DISCONNECT Script Command .............................. 67
5.12. Handling of Trunk Group Statistics ............................................. 67
5.13. Enhancements to the Dialed Number List Tool .......................... 67
6. SEI Lite Interface with Avaya Aura Contact Center ... 70