[cisco-voip] Getting started with IPCC?

[Ed Leatherman]

Aman,

They aren't quite related in that linear of a fashion, there are some
"if's".

Resources (agents) can belong to a resource group

Resource groups can be assigned to CSQs (if the CSQ is a group based queue
and not skills based).

CSQs can be associated to scripts, either explicitly defined in the script
or as a parameter that you can setup when you created the application
(probably the best way to do it). CSQ = contact service queue, this defines
particular queues that callers can be placed in, including the order in
which calls are answered and what set of resources will field the calls. You
only need these if you are queueing calls obviously, so they arent
necessarily required fro an application.

JTAPI Triggers are associated with an application, this is the number that
the calling party uses to trigger the applications

If I were thinking of an example work flow for setting those elements up,
assuming the script was already written I would
-configure agent's accounts (basically setup resources)
-configure the resource group
-configure the CSQ
-upload script/prompts
-create JTAPI call control groups
-create media groups
-configure application
-configure JTAPI trigger

Hope that helps. There is a diagram of the call flow I've seen floating
around that is very illustrative, if I happen to run across it I will pass
it along.


On 10/4/06, Aman Chugh <aman.chugh at gmail.com> wrote:
>
> Nice to see so much information being shared on the new ipccx express
> 4.0.x,I would like  to understand the releationship between
> triggers,CSQ,Resource groups,resouces.something like a Route pattern--
> router list -- gateway relationship,what do you create first and what is
> exactly is the purpose of it.If someone can share ,it would be very
> helpfull.I read through the getting started with IPCCX guide and tried to
> make a simple call flow application for helpdesk using icd.aef file but
> was not much successfull.
>
> Thanks
> Aman
>



-- 
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations
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