PCCE Specifics
Action Routing and PCCE Congestion Control
In a PCCE deployment, the Congestion Treatment Mode is set fixed to “Terminate with Dialog Fail/RouteEnd”. This means that action item route requests which are treated due to congestion (i.e. the maximum of 8 CPS was exceeded) are answered by PCCE with a generic route error.
If PCCE rejects route requests for a particular action item due to Congestion Control with a generic route failure, the affected action item is terminated at the CRMConnectorSAP. By using the Connects for SAP’s Action Item Archive feature, all information for the terminated action item is stored into the CRMConnectorSAP’s action item routing archive. With the aid of this archive, a b+s Customer Services representative can easily resend one or multiple action items to the CRMConnectorSAP to route it to PCCE again.
Configuration Differences
This document only describes important differences between PCCE and CCE/CCH that are related to a Connects for SAP deployment. It does not provide a full description of all differences between PCCE and CCH/CCH. Refer to the Cisco PCCE website for such information.
Media Routing Type
When configuring the Routing Type for a dialed number used for email routing with b+s Connects for SAP, choose 3rd Party Multichannel from the dropdown menu. Prerequisite for this selection is that the peripherals have been configured using the PCCE Peripheral Gateway Setup tool and that the host systems where the Connects for SAP components reside were added as External Machines to the PCCE System Inventory.
Dialed Number Strings
The maximum Dialed Number String field length in PCCE is 25!
Preferred Agent Routing
With PCCE it is not possible to configure additional Enterprise Skill Groups and therefore preferred agent routing cannot be used. This also means that agent-to-agent chat transfers are not possible with PCCE.
Dynamic Labels
In an b+s Connects for SAP deployment the Media Manager uses labels that are returned by PCCE in case of a routing error. With PCCE it is not possible to configure global predefined labels that can be used in the different PCCE routing scripts. For each routing script the labels must be configured directly in the script editor.
Password Policy
PCCE stipulates that agent and supervisor passwords must be at least 8 characters. Therefore, the password set in the AgentDefaultPassword-setting of the CRMConnectorSAP confiugration-file (.ini) must also fulfill this condition when AgentLoginType=2 is used. Consult Agent Login for more information.
Reroute On No Answer (RONA)
RONA-settings for the voice channel must be done in Cisco Customer Voice Portal (CVP) as there are no RONA-settings in PCCE’s Desk Settings.