Peripheral Configuration
In Unified ICM terms, the Avaya corresponds to a peripheral. Unified ICM software treats all contact center devices (for example, ACDs, PBXs, VRU systems) as peripherals.
No special peripheral configuration parameters are required for Unified ICM software. However, there are certain items within the Unified ICM configuration that you may want to check.
Peripheral Skill Group Mask
The Peripheral (default) Skill Group Mask, which is available from the PG Explorer tool, are checked and set appropriately. The Skill Group Mask is used when configuring all skill groups for the peripheral.
If your peripheral is an EAS type, ensure that all check boxes are appropriately checked/unchecked. These check boxes identify the sub-groups or skill levels created for each skill group.
The default setting is that Skill Level 1(primary) and Skill Level 2 (secondary) are checked, all other boxes (by default) are unchecked. The existence of the sub-skill groups can affect agent counts and call reporting. The Peripheral Skill Group Mask are overridden on a skill group by skill group basis as required.
Peripheral Call Control Variable Map
The Call Control Variable Map field, which is available on the PG Explorer tool, controls the mapping of route request elements to Peripheral Variables.
The Call Control Variable Map field can be used to set up the specific peripheral variables. Although these variables are reserved for a CTI application, the PG can use them as well.
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Direct the PM: The PIM is directed on which call variables can be accessed. For example, the following setting allows the PIM to set call variable 1 and call variables 5 through 10 while preserving the existing values of call variables 2 through 4 (that is, the PIM does not set call variables 2 through 4).
Note |
This argument is from the perspective of the PIM. |
/PIM=ynnnyyyyyy |
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Direct the CTI portion of the PG: The CTI portion of the PG can be directed to allow the CTI Client to override any PIM Call Variable setting. For example, the following setting allows a CTI Client to set call variable 1 and call variables 5 through 10. These call variables are set, while preserving the peripheral-determined values of call variables 2 through 4.
/CTI = ynnnyyyyyy |
See also: For details on Route Request Elements, see Chapter 4, Post Routing. For more details on Unified ICM CTI capabilities and interaction with the PG, see the ICM Software Enterprise CTI Interface Specification.
Peripheral Configuration Parameters
Several default settings are entered in the Configuration Parameters field of the PG Explorer tool. This includes default work-mode, default login skill level, reserved agent preference levels, and station monitoring of logged-in agents.
- Default Work-Mode The
default work-mode used by the
PIM, while setting an agent to the
READY state through a
CTI
application. This is configured by the
Configuration Parameters field. The
keyword/defworkmode, followed by manual or auto, sets the default work-mode to
the
Avaya which is equivalent of
Manual-In and
AUTO-IN respectively. The following example sets the
default work-mode to
AUTO-IN:
/defworkmode auto
- Default Login Skill
Level: The default login skill level (that is, priority or skill level)
used by the
PIM. This is configured by the
Configuration Parameters field. The default login
skill is used when an agent logs in and no agent skill group member are found
for that agent in
Unified ICM Configuration. The keyword/ Default
Work-Modedefskilllevel followed by a numeric skill level sets the default skill
level. The following example sets the default login skill level to 3:
/defskilllevel 3
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Reserved Agent Preference Levels (in ICM software, Release 4.0 and greater) are configured by the Configuration Parameters field. The reserved agent 1 and agent 2 preference levels (represented as preference level 51 and 52, respectively, in CMS) are mapped again to a valid preference level. The PIM defaults the values to the highest valid preference level. The keywords / r1pref and / r2pref are used to re-map reserve preference level 1 and 2 respectively. The following example causes the PG to re-map reserve agent 1 and reserve agent 2 preference levels to preference level 15 and 16, respectively
/r1pref 15 /r2pref 16
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Station Monitoring of Logged-In Agents
Station monitoring of logged-in agents are automatically configured by the Configuration Parameters field. The keyword / monitoragent followed by a y or n causes the PG to automatically monitor or not monitor a logged-in agent. The following example causes the PG to automatically monitor a logged-in agent:/monitoragent y
At the time, of an agent login, with a setting of y, the PG automatically monitors that agent's station. This happens, even if that station is not in the Peripheral Monitor list. If station monitoring is enabled, the PG defaults to automatically monitoring logged-in agents. If station monitoring is disabled, the PG does not monitor any agent stations.
Note
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/monitoragent is set to y in PIM by default. If you do not want to monitor specific extensions, then it is necessary for you monitor all the logged agents, set /monitoragent to y (use /monitoragent y). Configuring the extensions in the Peripheral Monitor Table of the PG Explorer is not needed. In such configurations, PIM monitors only those extensions, where agents are logged in.
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If you are using CMS with Unified ICM and have over 1000 agents, disable the station monitoring of logged-in agents. Monitoring agent stations (That is providing visibility to all station activity) results in increased message traffic to the A, increased switch CPU load, and increased network traffic between the PG and Central Controller.
-
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Use Encoded Trunk Information over ANI in Calling Field with a setting of y, the PIM reports events in the calling field populated with encoded trunk information rather than ANI. The default mode is to populate the calling field with ANI. This argument defaults to n. If the argument is not specified or is specified as /UseTrunkOverANIInCallingField.
An example of one event may be:
19:31:20 pg1A-pim1 Trace: CSTA DELIVERED, PrivData=[UU=None Consult[CID 603 Dev 6505 DevType 0] II 0 Alert[Handle -1 Type LT_UNKNOWN] ANI 6505 dnis_chars [] UCID 0x0 TG 7 Tk 5 Mult 1] LoginDigits [] CallPrompt [] CallID = 604 DeviceID = 6505 DeviceType = Static Alerting = 3501 Calling = 6505 Called = 3501 Redirection = 6505 LocalState = INITIATE Cause = EC_NEW_CALL
19:31:20 pg1A-pim1 Trace: CSTA DELIVERED, PrivData=[UU=None Consult[CID 603 Dev 6505 DevType 0] II 0 Alert[Handle -1 Type LT_UNKNOWN] ANI 6505 dnis_chars [] UCID 0x0 TG 7 Tk 5 Mult 1] LoginDigits [] CallPrompt [] CallID = 604 DeviceID = 6505 DeviceType = Static Alerting = 3501 Calling = 229381 <= decimal equivalent of encoded trunk Called = 3501 Redirection = 6505 LocalState = INITIATE Cause = EC_NEW_CALL
Note
The scheme for trunk information encoding is such that the upper 17 bits represent the Trunk Group and the lower 15 bits represent the Trunk. From the above example: For a Trunk Group value of 7 and a trunk value of 5, the binary representation for the encoded value is 00000000000000111 000000000000101. The decimal equivalent is 229381.
/UseTrunkOverANIInCallingField y
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Use Encoded Trunk Information over ANI in Calling Field for Outbound Calls
To support the selecting of trunk data or ANI in calling device field for outbound calls, use the configuration parameter: /UseTrunkOverANIInCallingFieldForOutboundCallsThe flag-usage is as follows:
- Set the configuration
parameter to
y, if the trunk information is required in the
calling device field for outbound calls.
/UseTrunkOverANIInCallingFieldForOutboundCalls y
- Set the configuration
parameter to
n, if the trunk information is not required in the
calling device field for outbound calls.
/UseTrunkOverANIInCallingFieldForOutboundCalls n
Note
- When the value of this flag is n, ANI appears in the calling device field. Also, the default value of this flag is n.
- This flag controls the value of calling device field in CSTA DELIVERED and CSTA ESTABLISHED messages for outbound calls.
- This flag is available from Releases ICM 6.0(0) SR9, and ICM 7.1(3) onwards.
Note
The UseTrunkOverANIInCallingField and UseTrunkOverANIInCallingFieldForOutboundCalls are not applicable to TAESPIM.
- Set the configuration
parameter to
y, if the trunk information is required in the
calling device field for outbound calls.
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Display the Caller Entered Digits (CEDs) on the Agent Desktop
To ensure that the CEDs are populated on the agent desktop, set the following parameters in the PG Explorer. In the Advanced tab, ensure that the Agent auto-configuration check box is checked.
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In the Agent Distribution tab, ensure that the Enable agent reporting check box is checked.
Note
If you do not select them together, the CEDs is not going to get populated on the agent desktop.
These settings are applied only to the Avaya PG with the CMS mode enabled.