Cisco Call Manager: How to define ACD Position

[mgcristino]

Hello,

our customer is using Cisco Call Manager for some areas and i'm trying to integrate them with Genesys Tserver. At this moment i was able to connect genesys to the extension using JTapi, but...

Could someone tell me how can we define a ACD Position in Cisco Call Manager?

Kind regards,
Marco Cristino

[René]

Hi Marco,

There is no object of type ACD position on CallManager as CCM doesn't support any agent/ACD functionality by itself. It is supported to define CallManager's extension as DN type "Extension" or "ACD Position" in CME.

R.

[mgcristino]

Hi René,

but withou an ACD Position, how can an agent perform the ready/not-ready or login/logout operations?

Is it possible to access Outbound Campaign without an acd position?

Kind Regards,
Marco

[René]

Hi Marco,

Both DN type "Extension" and "ACD Position" can be used by the agents. There are some switched that require special configuration like Alcatel that requires both Extension and ACD Position to allow agent operation but it isn't case of Cisco CallManager.

So you define new DN of type Extension that matches CallManager's extension number, create new place and assign new DN to that place. Then you can start your outbound campaign if other Outbound configuration was done.

R.