Remote Expert Mobile リリース 10.6(1) 用 Cisco Contact Center ソリューションおよび Unified Communications Manager ソリューション設定ガイド
コール コンテキスト
コール コンテキスト

コール コンテキスト

ユーザツーユーザ

ユーザツーユーザ機能を使用すれば、コールのコンテキスト情報をコンシューマ アプリケーションでコンタクト センターのエージェントに渡すことができます。

ユーザツーユーザの制限事項

ユーザツーユーザ機能は、Unified CCE、Packaged CCE、または HCS for Contact Center 導入で使用できます。

この機能は、Unified CCX 導入またはスタンドアロン Unified Communications Manager 導入では使用できません。

ユーザツーユーザの設定手順

ユーザツーユーザを設定するには、次のタスクを実行します。

Cisco UBE イングレス ゲートウェイの設定

手順
次の例に示すように、ユーザツーユーザを設定します。

例:
voice service voip
  sip
    pass-thru headers unsupp

Unified CVP の設定

手順
    ステップ 1   Unified CVP コール サーバで、Unified ICM に「User-to-User」ヘッダーを渡します。
    ステップ 2   次の例に示すように、SIP ヘッダーを「User-to-User」として設定します。

    例:

    詳細については、次の URL にあるDesign Guide for Cisco Unified Customer Voice Portalの「Custom SIP Headers」の項を参照してください。http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-customer-voice-portal/​products-implementation-design-guides-list.html


    ICM スクリプトの設定

    手順
      ステップ 1   ルーティング スクリプトの Unified CVP から SIP ヘッダー情報を抽出します。
      ステップ 2   この手順の後の例に示すように、カスタム関数を使用してヘッダーを 16 進数から ASCII に変換します。
      ステップ 3   ヘッダーをエージェント コール変数(Call.PeripheralVariable1 など)に割り当てます。

      ConvertToUUI(%1%)

      次の形式の文字列になります。

      "User-to-User:XXYYZZ<data>;encoding=hex;"
      
      

      カスタム関数はクリア テキストの文字列 clid+OP_ID を返します。

      次に例を示します。

      “User-to-User: 
      04C8123030333933333531323334353637B3323434;encoding=hex”
      
      

      結果:

      “00393351234567+244”,
      
      

      この例のカスタム関数は以下が想定されます。

      • CLID および OP_ID は数字のみ。

      • OP_ID の長さは 3 桁に固定。

      • CLID の長さは最大 24 桁。

      ConvertToUUI

      concatenate(concatenate(mid(left(right(before(";encoding=hex",after("User-to-User:",%1%)),
      len(before(";encoding=hex",after("User-to-User:",%1%)))-6),len(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6))-8),2,1)
      ,mid(left(right(before(";encoding=hex",after("User-to-User:",%1%)),
      len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),4,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),6,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),8,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),10,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),12,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),14,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),16,1)),concatenate(mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),18,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),20,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),22,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),24,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),26,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),28,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),30,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),32,1)),concatenate(mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),34,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),36,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),38,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),40,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),42,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),44,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),46,1),mid(left(right(before(";encoding=hex",
      after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",%1%)))-6),
      len(right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6))-8),48,1)),"+",concatenate(mid(right(right(right(before(";
      encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",after("User-to-User:",
      %1%)))-6),6),6),2,1),mid(right(right(right(before(";encoding=hex",after("User-to-User:",%1%)),
      len(before(";encoding=hex",after("User-to-User:",%1%)))-6),6),6),4,1),mid(right(right
      (right(before(";encoding=hex",after("User-to-User:",%1%)),len(before(";encoding=hex",
      after("User-to-User:",%1%)))-6),6),6),6,1)))
      
      

      カスタム関数の詳細については、次の URL にあるScripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterpriseを参照してください。http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-user-guide-list.html