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Cisco Release 4.6.2 Network Applications Manager (NAM) Product Description
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About This Guide (Release 4.6.2)
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Introducing NAM (Release 4.6.2)
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Management Tools (Release 4.6.2)
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Partitioning and Security (Release 4.6.2)
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Alarm Management (Release 4.6.2)
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Fault Tolerance (Release 4.6.2)
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System Components (Release 4.6.2)
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Network Interface Controllers (Release 4.6.2)
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Deployment Options (Release 4.6.2)
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CallRouter (Release 4.6.2)
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ACD/PBX Interfaces (Release 4.6.2)
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IVR Integration (Release 4.6.2)
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Cisco CTI (Release 4.6.2)
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Glossary (Release 4.6.2)
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Feedback
Table Of Contents
Post-Routing and Intelligent-Transfer
Application Bridge Message Interface
Meridian Link External Processor
HSL Support for Existing Customers Only
ACD/PBX Interfaces
NAM software (specifically the CICM) communicates with contact center equipment through a Peripheral Gateway (PG). The PG reads status information from ACD, IVR, and PBX system and passes the information to the CallRouter. The CallRouter uses this information to route calls and report on call center performance.
The PG also runs IVR Integration, CTI Server, and Enterprise Agent software. The IVR Integration and CTI Server options integrate IVR and CTI applications within the ICM call center enterprise. Enterprise Agent performs the tasks of the ACD and can be used with or instead of an ACD.
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IVR Integration is described in Chapter 7, "IVR Integration"; CTI is described in Chapter 8, "Cisco CTI", and Enterprise Agent is described in "Enterprise Agent."
This chapter describes how PGs interface with supported ACDs and PBXs. For the current list of ACDs that ICM software supports, see the Cisco ICM Software Pre-installation Planning — Switch Preparation guide.
This chapter briefly describes the following ACDs that ICM software supports:
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Overview
The Peripheral Gateway (PG) is the interface between the ACD, IVR, or PBX system and Cisco ICM Software. The PG connects to the switch system through the switch vendor's Computer Telephony Integration (CTI) link. In some cases, the PG may also connect to the switch's MIS subsystem. This relationship is shown in Figure 6-1.
Figure 6-1 ACD/PBX Interface Overview
The PG monitors changes in agent call status, calculates ACD call handling statistics, and forwards event and statistical information to the CallRouter. The CallRouter uses the data in call routing and forwards it to the Logger for storage in the central database.
MIS Subsystems
The PG may also be connected to the MIS subsystem of the ACD. The MIS subsystem may be integrated with the ACD or it may reside on a separate platform with links to the ACD and the PG ( Figure 6-1).
The MIS interface typically provides information concerning the mapping of individual agents to skill types and their current status relative to any given skill (for example, Logged-In and Available). This link may also provide ICM software with ACD configuration data and historical reports, if necessary.
An Event-Based System
Unlike network-based call routing architectures, ICM software is event based. It does not rely on aggregated or averaged data. For every call center, the PG tracks the call state events available from the ACD/PBX, including call arrivals, calls placed into queue, and calls connected to agents.
The PG also tracks agent state changes. This capability allows ICM software to make very precise routing decisions—in many cases down to the individual agent or agent group level.
Post-Routing and Intelligent-Transfer
The Peripheral Gateway also monitors and responds to routing requests from call center switches. This gives you the ability to intelligently post-route calls. Examples of Post-Routing include transferring calls between agents and inter-flowing calls between ACDs/PBXs.
ICM software allows agents to make functional transfer requests such as transferring a call to a specialist. ICM software can seek out the most available and qualified agent in the network and instruct the switch, or the network, to route the call to that destination.
Supported ACDs
ICM software supports the ACDs listed in Table 6-1.
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Standard PG Configuration
In a standard PG configuration, the PG is collocated with the ACD at a call center site. The PG and ACD communicate with ICM software over ICM software visible network using 56-Kbps data circuits and IP routers. The standard PG configuration allows PGs and Admin Workstations to share the 56-Kbps data circuits (see Figure 6-4).
Figure 6-2 Standard PG Configuration
Alcatel A4400 PG
The Alcatel A4400 PG communicates with the Alcatel A4400 ACD using CCD software with CSTA-2 support. The 4400 ACD uses Pilots, Queues, and (Resource) Groups to manage and service call flow. Additionally, it uses resource selection and call selection processes in distributing calls. The Alcatel PG uses 10BASE-T Ethernet to connect to the TCP server port 2555 of the Alcatel 4400 CCD (see Figure 6-3).
Figure 6-3 Alcatel Peripheral Gateway Interface
Supported ICM Features
The Alcatel A4400 ACD supports the following ICM features:
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Targets and Routes
ICM software uses Peripheral Targets on the A4400 ACD to map to and/or direct calls to Services, SkillGroups or Agents. When a new call arrives on the ACD, mapping is done that allows the PG to associate the call to a Service. A Peripheral Target is specified by a Network Trunk Group and DNIS pair. Each Peripheral Target is associated with a single Route, and a Route is associated with a Target Type (Skill Group, Agent, etc.). And for accounting purposes, each Route is associated with a Service.
Alcatel Event Monitoring
In order to monitor events on the Alcatel 4400 ACD, the PG requires a list of pilot, agent, virtual device and physical device extensions. This list is configured in ICM software database by placing entries in the Peripheral Monitor table. When adding individual devices (which include Pilots, Agents, virtual devices, and physical devices), the Parameter field of this table is used. When adding a range of devices, the Param String field is used. Both individual devices and ranges of device entries can be made in the Peripheral Monitor table.
There are three monitor types used in the Peripheral Monitor table. The ACD_DN type is used for all Pilots and agents that do not use routing. The Virtual Routing Device type is used for virtual devices that will be used in translation routing or Post-routing under a hunting group. The Routing Device type is used for Pilots and/or devices that are doing true CSTA Post-routing.
To enable the 4400 PG event monitoring, the DNIS configured in the Peripheral Targets must correspond to the Pilot Number defined on the 4400 ACD.
Post-Routing
The 4400 PG supports post-routing requests from the 4400 ACD. Post-routing is done for Pilots and devices. In order for post-routing to occur on the 4400 PG, CSTA routing must be enabled and the Pilot must be included in the Peripheral Monitor table as a Routing Device type.
Redundancy
Redundant implementations of the Alcatel A4400 PG can be implemented by duplicating the PGs. If duplexing is done, one PG will be active, and the other will operate in standby mode (see Figure 6-3). If a failure occurs with the primary connection, the standby PG will go active.
Aspect CallCenter PG
The Aspect CallCenter PG interacts with two Aspect-provided software packages: the Application Bridge and the Real-Time Bridge. The PG connects to the Aspect CallCenter ACD via a 10BASE-T Ethernet connection (see Figure 6-4).
Figure 6-4 Aspect Peripheral Gateway Interface
Supported ICM Features
The Aspect CallCenter ACD supports the following ICM features:
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Application Bridge
The PG uses the Application Bridge Event Link interface to monitor agent status and call states. The Application Bridge is an Aspect software package that allows the Aspect CallCenter ACD to interact with the PG via a high-level, Aspect-proprietary application protocol. The PG connects to the Application Bridge in order to monitor agents and control and monitor calls. This connection also supports ICM Post-Routing capabilities.
Real-Time Bridge
The Aspect Real-Time Bridge is an Aspect software package that provides access to data regarding calls and agents. Data is retrieved from the Real-Time Bridge utilizing Aspect-proprietary, SQL-like queries. The PG receives responses to its queries every three seconds, which is the minimum refresh rate supported by Aspect. The data retrieved through the Real-Time Bridge is used to support ICM routing and real-time reporting.
Application Bridge Server
In certain instances, you may need the Application Bridge Server (ABS) software. The ABS allows other CTI applications to share the Application Bridge along with ICM software. More specifically, the ABS ensures that all applications that are tracking a call receive Call Disconnect and Call Transfer messages when calls are disconnected or transferred.
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Redundancy
A duplexed Aspect PG configuration requires an additional PG and a connection to ICM software visible LAN (see Figure 6-4). You also need an additional Application Bridge data link. If you have a single Aspect CallCenter ACD and a simplexed (single) PG, you have the option of connecting the PG directly to the Aspect CallCenter ACD.
Application Bridge Message Interface
The Application Bridge provides the PG with two application functions: Event Notification and Post-Routing. The PG uses the Application Bridge Event Link interface to receive details on call and agent state transitions as they occur in the CallCenter ACD. The PG receives event notifications from all agent groups and trunk groups configured on the CallCenter ACD and dynamically adjusts the monitored agent and trunk groups as they are added to the CallCenter configuration.
The primary call and agent states monitored by the Aspect PG are outlined in Table 6-2.
Post-Routing
The PG can treat the Aspect CallCenter ACD as a routing client and provide Post-Routing capabilities. Post-Routing is enabled by programming the CallCenter CCTs to send messages to and receive messages from the PG. Specifically, the PG utilizes the SEND DATA and RECEIVE DATA Call Center CCT steps to trigger the Post-Routing feature. The CallCenter ACD provides information in the Call Information Message that the PG can use to access a database and then determine a route/target for the call.
To determine where to route the call, the PG uses the SubType or DNIS variable as the ICM dialed number. The PG can also store any dialed digits, or digits collected via call prompting, in the A-E variables. These variables can also be used to determine a destination for the call.
The target of a post-route request for the CallCenter ACD is a CCT number where call processing resumes. The target CCT can select an agent, agent group, or supergroup; send the call off-switch; or play an announcement or voice message.
The Post-Routing feature can be used to optimize the Aspect InterFlow and Network InterQueue features and allow the CallCenter ACD to more fully participate in the use of network-based call redirection capabilities.
Avaya DEFINITY ECS PG
The ICM Peripheral Gateway (PG) interacts with the DEFINITY ECS ACD and two DEFINITY components: CVLAN software (on MAP/D or an adjunct processor) and the Call Management System (CMS).
CVLAN is a Avaya software option that allows the PG to communicate with the DEFINITY ECS. CVLAN provides the PG with real-time call event information. It also allows the PG to perform Post-Routing and query the ACD about splits, trunk groups, agents, and calls.
The Call Management System (CMS) is the DEFINITY ECS Management Information System (MIS). The CMS provides the PG with real-time agent state data for non-monitored stations.
Each DEFINITY ECS is connected to ICM LAN via a single Ethernet connection. The CMS also connects to the LAN via an Ethernet connection ( Figure 6-5).
Figure 6-5 DEFINITY ECS Interface
Supported ICM Features
The DEFINITY ECS ACD supports the following ICM features:
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CVLAN Server
The CVLAN Server software provides the PG with access to call state data and agent talking state data. Specifically, the PG uses CVLAN to perform the following functions:
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Call Management System (CMS)
The Peripheral Gateway connects to the Lucent Call Management System (CMS) through an Ethernet connection. CMS is the DEFINITY ECS MIS system. It provides the PG with real-time agent state data.
The CMS requires a special ICM real-time custom report. One custom report is required for each ACD supported by the PG. The custom report is installed on the CMS by the Lucent CMS Professional Services group. The real-time report provides the PG with agent state and skill mapping information. The refresh rate is a function of the load on the CMS system, but is a minimum of 3 seconds.
The PG can be connected to ECS systems that take advantage of the optional Lucent Expert Agent Selection (EAS) feature, or it can be used with the more traditional split configurations (non-EAS). ICM software has reports for each of these environments.
CMS-Less Configuration
With ICM Release 4.0 and later of the DEFINITY ECS PG, it is possible to configure the system so that you do not need CMS. With the CVLAN Server software installed on the MAP/D hardware, stations cans be monitored via a CVLAN feed directly between the PG and the ACD.
Event Notification
The Peripheral Gateway makes use of several of the DEFINITY ECS Application Service Elements (ASE), including Event Notification and Routing. The Event Notification ASE provides detailed information regarding changes in call states. The Routing ASE provides ICM software with third-party call control over the ECS and allows you to apply ICM Post-Routing features.
The Peripheral Gateway establishes itself with the ECS switch to receive event notification for all Vector Directory Numbers (VDNs) and Hunt Groups. The primary call states monitored by the Peripheral Gateway are outlined in Table 6-3.
Post-Routing
The Peripheral Gateway can treat the DEFINITY ECS as a routing client and provide Post-Routing capabilities. The PG utilizes the adjunct routing command in a call vector to trigger the Post-Routing feature.
The adjunct routing command provides a means for an adjunct processor (the PG) to specify the destination of a call. The switch provides information in a route request message that the PG can use to first access a database and then determine a route for the call. In a typical application, the PG might use the dialed number, the Calling Party Number (CPN/BN), or the digits collected via Call Prompting to determine where to route the call.
The PG can route a call to an internal number, an external number, a split, a VDN, an announcement, or a particular agent. The PG can also provide priority ringing and priority queuing.
When a call encounters an adjunct routing command in the ECS call vector, the switch sends a message requesting a call route request over the specified adjunct link.
The following list identifies the contents of the message, along with a comment or a brief explanation for each item:
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Redundancy
Redundant implementations of the DEFINITY ECS PG are supported by duplicating the PG (see Figure 6-5). Currently, Avaya does not support redundant implementations of the CMS system.
Ericsson ACP1000
The Ericsson ACP1000 PG interacts with the ACP1000 ACD via the ApplicationLink software. ApplicationLink is installed on a Windows NT based PC and communicates with the PG via a 10BASE-T Ethernet connection. In redundant mode, the ApplicationLink connects to the ACP1000 switch with dual processors. A V.11 physical link to the ACP1000 is duplicated (see Figure 6-6). If a switchover occurs, data will automatically be sent via the opposite link.
Figure 6-6 Ericsson ACP1000 Peripheral Gateway Interface
Supported ICM Features
The Ericsson ACP1000 ACD supports the following ICM features:
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ApplicationLink
The PG uses the ApplicationLink interface to monitor agent status and call states. The ACP1000 ApplicationLink supports unlimited monitored devices, up to 40 events per second (for 64 kbps CTID link data rate), and four-party conferencing.
ApplicationLink is an interface for switch-to-computer communications based on the open ECMA-CSTA standard. The ACP1000 ApplicationLink is a CTI server to the ACP1000 switch. It uses a proprietary CTI Driver interface that is designed to connect CTI applications to the ACP1000 switch. The ACP1000 PG can connect directly to the ACP1000 ApplicationLink through a standard CSTA interface. The PG connects to the ApplicationLink in order to monitor agents and control and monitor calls. This connection also supports ICM Post-Routing capabilities.
ACP1000 Call Distribution
The ACP1000 ACD uses the concept of addresses to route calls. The following entities are considered to be addresses:
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Post-Routing
The ACP1000 PG uses a Divert Call service to provide post-routing support. When incoming calls arrive, they are routed to a "dummy" service group that has no agents and no overflow to any other ACD group. The dummy service acts as a holding position for incoming calls that will be post-routed. When the PG determines where the call needs to go, it can use the Divert Call service to divert the call from the queue to another agent or destination. The dummy service group must be configured in the peripheral monitor table as a Routing Device type.
When an agent wants to transfer or conference call to another service group, a "dummy" routing device is set up as a holding position of the inside call. This device notifies the PG that there is a call to be routed. The PG then uses the Divert Call service to route the call from the holding device to the appropriate agent or destination. The dummy agent must be configured in the peripheral monitor table as a Virtual Routing Device type.
Redundancy
A duplexed ACP1000 configuration requires an additional PG and a connection to the ICM visible LAN (see Figure 6-6). If duplexing is done, one PG will be active, and the other will operate in standby mode. If a failure occurs with the primary connection, the standby PG will go active.
Ericsson MD110
The Peripheral Gateway connects to the Ericsson MD110 ACD via a TCP/IP Ethernet LAN. Ericsson provides a TCP server port 2555 for CSTA connection between the MD110 ACD and the PG. This single link, called the Application Link, provides all the information required by the PG for successful call routing and monitoring. However, the Application Link does not provide information on Agent Group IDs and assignments. This additional agent information can be gathered through an ODBC link to the database on the Ericsson Call Center Manager (CCM).
Supported ICM Features
The Ericsson MD110 ACD supports the following ICM features:
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NEC NEAX 2400 PG
The NEAX PG uses the Infolink/OAI interface to support CTI applications and provide the capability to monitor call and agent state transitions. This interface is also used to provide the PG with post-routing functionality. Each NEAX 2400 ACD is connected to the ICM LAN via a single Ethernet connection ( Figure 6-7).
Figure 6-7 NEAX 2400 PG Interface
Supported ICM Features
The NEAX 2400 supports the following ICM features:
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Agent Configuration
The NEAX 2400 can be configured to handle up to 500 agent positions. Agents and supervisors are configured at the ACD with applications provided by NEC.
Each agent is configured with an Agent LoginID, which an agent can use to login at any agent position. An agent is configured with one or more splits (up to a maximum of 16). A split has one or more associated pilot numbers which queue calls to a split. The pilot number of the split contains the information that define the types of calls handled by an agent.
Infolink/OAI
Infolink/OAI is the CTI interface supported from the NEAX 2400. The interface will support an applications integration of voice and data (allowing for Screen Pop CTI applications). The interface is also used to monitor call and agent state transitions, and provides the capabilities for post-routing.
Redundancy
A duplexed NEAX 2400 configuration requires an additional PG and a connection to the ICM visible LAN (see Figure 6-7). If duplexing is done, one PG will be active, and the other will operate in standby mode. If a failure occurs with the primary connection, the standby PG will go active.
Nortel DMS-100/SL-100
The ICM Peripheral Gateway (PG) interacts with the DMS-100 or SL-100 over the CompuCALL Link. The PG uses the CompuCALL Link interface to monitor agent status and call state transitions. From these events, the PG accumulates the ICM agent, skill group, and service metrics to perform ICM call routing. The PG data provided from the CompuCALL Link events are used in ICM real-time and historical reporting. The PG also uses the CompuCALL Link to support ICM Post-Routing applications.
Figure 6-8 Nortel DMS-100/SL-100 Configuration
Supported ICM Features
The DMS-100 ACD supports the following ICM features:
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Nortel Meridian 1 PG
The Peripheral Gateway monitors agent and call activity on the Meridian ACD through the MAX Event Interface (MEI). The MEI is available on systems with Meridian MAX 8 or greater. In systems that use CTI Server or Post-Routing, the PG interacts with a second Nortel interface called the Meridian Link external processor.
The MAX system is the Meridian ACD's MIS subsystem. It supplies the PG with agent and call activity on the Meridian ACD. Figure 6-9 shows the PG connections to the Meridian 1 ACD using the MEI.
Figure 6-9 Meridian PG Interface
Supported ICM Features
The Meridian 1 ACD supports the following ICM features:
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On systems that use the High-Speed Link interface, the Meridian ACD supports a limited set of ICM features:
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Meridian Event Interface
The Meridian Event Interface (MEI) runs over TCP/IP. The typical configuration consists of a Meridian MAX system and a PG connected via an Ethernet LAN. The MAX system is then connected to the Meridian 1 ACD via the Meridian High-Speed Link (HSL). This connection consists of two RS-232 cables joined by DB-25 connectors. This is the standard Meridian MAX HSL connection.
Meridian Link External Processor
The Meridian PG may also interface with the Meridian Link External Processor. The Meridian Link processor is an external computer system that provides host applications such as the PG with an interface to the Meridian ACD. The Meridian Link is used to provide Post-Routing functionality. If your installation is not using Post-Routing, then the PG does not have to interface with Meridian Link External Processor.
Redundancy
Redundant implementations of the Nortel PG can be implemented by duplicating the PGs. Currently, Nortel does not support redundant implementations of the MAX system.
HSL Support for Existing Customers Only
The Meridian High-Speed Link (HSL) option is supported for existing ICM installations only. Systems that use the High-Speed Link require Meridian MAX Release, 5.25 or greater. Cisco support for the HSL is capped at Meridian Release 22.
Restrictions
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On systems that use the High-Speed Link, the Meridian Multiple Queue Assignment (MQA) feature is not supported.
Nortel Symposium
The Symposium ACD configuration consists of a Meridian 1 switch (Option 11C, Option 51C), a Symposium Call Center Server (SCCS), a switch administrative workstation, and an SCCS administrative workstation.
The Symposium PG communicates with the Symposium Call Center Server (SCCS) to obtain call and agent state information. Specifically, the PG communicates with the SCCS by using three interfaces. All three interfaces are required:
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The software to support these interfaces runs on the Symposium Call Center Server (SCCS).
Supported ICM Features
The Symposium PG supports the following ICM features:
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Rockwell Galaxy PG
The Galaxy PG connects to a Rockwell Galaxy system via an X.25 connection called the Foreign Processor Data Link (FPDL). The FPDL provides the PG with near real-time access to call and agent data (see Figure 6-10).
Figure 6-10 Rockwell Galaxy Peripheral Gateway
Supported ICM Features
The Galaxy ACD supports Pre-Routing.
Foreign Processor Data Link
The FPDL interface is an open standard interface that permits an application running on a general purpose computer to access the real-time and historical data elements on the Galaxy ACD system. The Peripheral Gateway (PG) accesses gate, agent, and call detail data on a real-time and historical basis.
The data elements that are obtained from the Galaxy for call routing and reporting purposes are presented in Table 6-4. However, the PG has access to all of the data elements available over the FPDL link, allowing more items to be collected as requirements dictate.
Demand Commands
The Admin Workstation provides cut-through access to Demand Commands on each of the attached Galaxy ACDs. The RMC Demand Command set is supported. Demand Commands may optionally be recorded and scheduled for automatic execution at specified times.
Performance
The PG receives updates from the Galaxy ACD every 3 to 15 seconds depending on the number of configured gates in the system.
Redundancy
Redundant implementations of the Rockwell PG are not supported. However, other components of the ICM system can be duplicated as necessary, including the communications link between the Peripheral Gateway and the CallRouter.
Rockwell Spectrum PG
The Rockwell Spectrum ACD provides both CTI and MIS links to the Peripheral Gateway. The Rockwell Spectrum CTI is called the Transaction Link. The Transaction Link supplies the PG with real-time event and agent state events. The Spectrum MIS is called the Supervisor CRT. This system supplies the PG with agent group assignments and Spectrum ACD local time. Figure 6-11 shows the PG connections to the Spectrum ACD.
Figure 6-11 PG Connections to the Spectrum ACD
Supported ICM Features
The Spectrum ACD supports the following ICM features:
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Transaction Link
The Transaction Link interface is a published Rockwell interface that permits an application running on a general purpose computer to receive real-time call events and agent state events. The Peripheral Gateway (PG) uses the events to construct the ICM database elements that are used to route calls and report on agent and call activity.
The Spectrum Transaction Link port and the PG communicate using the X.25 protocol at a baud rate of 19.2 Kbps. Optionally, the Transaction Link can be implemented using TCP/IP over a 10BASE-T Ethernet LAN. This option requires a Spectrum PDI III card.
Supervisor CRT
The Supervisor CRT terminal provides the PG with two types of information: agent group assignments and the Spectrum local time. When the PG first begins operation, it queries the Spectrum over the Supervisor CRT link to obtain the list of configured agents as seen on the Spectrum and the Agent Group membership of the agents. The agents identified in the query response are dynamically added to the ICM configuration.
Each Peripheral Gateway requires a dedicated Supervisor CRT port. Communication between the peripheral gateway and the Supervisor CRT port is via a 4800 baud serial communication line.
Performance
The Peripheral Gateway receives updates from the Spectrum ACD in real-time for the calls and agents for which Transaction Link reporting has been enabled.
Redundancy
In a duplexed PG configuration, each PG requires a dedicated Supervisor CRT port on the Spectrum ACD. At any given time, only the CRT port that is connected to the active PG is operational. Each PG also requires a dedicated Transaction Link connection. Similarly, only the active PG's Transaction Link port is operational.
Figure 6-12 shows an example of a duplexed Spectrum PG configuration.
Figure 6-12 Duplexed Spectrum PG Configuration
Siemens HICOM 300E (9006)
The Peripheral Gateway interfaces with the Siemens HICOM 300E communications server (9006 software) via the CSTA CallBridge for Workgroups. This interface provides the PG with access to call events on the HICOM 300E system. The Version 3.1 CallBridge software for Windows NT can run on a high-end PG platform.
Figure 6-13 shows the PG connections to the HICOM 300E ACD.
Figure 6-13 Siemens HICOM 300E Configuration
Supported ICM Features
The Siemens HICOM 300E ACD supports the following ICM features:
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Siemens Rolm 9751 CBX (9005)
The Peripheral Gateway connects to the Siemens Rolm 9751 CBX through two-to-eight 19.2-Kbps asynchronous serial ports. The exact number of serial ports required is a function of the specific switch configuration. The serial connections provide the ICM Peripheral Gateway with access to call events on the 9751 CBX system.
Figure 6-14 Siemens Rolm 9751 CBX Configuration
Supported ICM Features
The 9751 CBX supports:
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