[cisco-voip] Getting started with IPCC?

[Aman Chugh]

Thanks Ed,Your reply is very helpfull.

Aman


On 10/4/06, Ed Leatherman <ealeatherman at gmail.com> wrote:
>
> 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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