Cisco Unified Intelligent Contact Management Enterprise

Document ID: 28021

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Symptom
Condition
Solution
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Introduction

This document describes a situation where there is no Computer Telephony Integration (CTI) screen pop after you upgrade Cisco Intelligent Contact Management (ICM) to version 4.1.5. This document also provides a possible workaround.

The problem explained in this document can occur because the Avaya Definity G3 switch fails to pass the Trunk Group Number and/or Trunk Number information to CTI clients. In order to fix the problem, you can apply hot fix 147 (hf147) for Cisco ICM version 4.1.5.

Prerequisites

Requirements

Readers of this document should have knowledge of these topics:

• Cisco ICM

• Peripheral Gateway (PG) configuration

• Avaya Definity Automatic Call Distributor (ACD) configuration

Components Used

The information in this document is based on these software and hardware versions:

• Cisco ICM version 4.1.5

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

For more information on document conventions, refer to the Cisco Technical Tips Conventions.

Symptom

The Trunk Group Number and/or Trunk Number information provided by the Avaya Definity G3 switch is not passed to CTI clients. If the configuration relies on the Peripheral Interface Manager (PIM) to report and populate events in the Calling Field with encoded trunk information rather than Automatic Number Identification (ANI), you need to make a change to the Cisco ICM configuration.

Condition

The Avaya Definity G3 PIM populates trunk information in the private data when the information is provided to the PIM by the Avaya Definity G3 switch for these messages:

• DeliveredInitiate

• DeliveredAlerting

• Established

• RouteRequest

For non-ISDN trunks (for example, where ANI is not provided), the calling number (source connection device) is an encoded version of the trunk information with a device type of TRUNK_IDENTIFIER. 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. Prior to hot fix 147 for Cisco ICM version 4.1.5, none of the above four messages was passed to CTI clients.

Cisco ICM configuration has been enhanced with a new argument in the Configuration Parameter field that allows the user to override the default ANI, and provide encoded trunk information to CTI clients through Open Peripheral Controller (OPC). The new argument in the Peripheral Configuration field is /UseTrunkOverANIInCallingField. This enhancement is provided in hot fix 147 for ICM version 4.1.5.

Solution

In order to modify UseTrunkOverANIInCallingField complete these steps:

1. On the Admin Workstation (AW), run the Cisco Configuration ICR, and click Start > Programs > Geotel Admin Workstation > Configuration ICR.

2. Select Peripherals.

3. Click the drop-down menu for Peripheral.

   The Peripheral All list window is displayed.

4. Select the required peripheral.

5. Double-click Configuration Parameters.

   The Peripheral Configuration window is displayed (see Figure 1).

6. Type UseTrunkOverANIInCallingField y in the Configuration Parameters field.

   With a setting of 'y', the PIM reports events in the Calling Field populated with encoded trunk information rather than ANI.

   Trunk information provided by the Avaya Definity G3 switch is encoded and passed in the Calling Device field of the corresponding CTI call events if ANI is not provided.

   Figure 1 – Peripheral Configuration

   

7. Click Apply.

8. Click Done.

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