Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 7 Cisco Unified Expert Advisor Option
Characteristics
, for detailed capacity information.) There is an automatic purge mechanism that operates
twice daily to delete any data that is older than the (configurable) retention period. Data is always purged
in full-day increments.
in full-day increments.
Customers who usually have fewer experts logged in, fewer assignment queues per expert, or a slower
call rate, can probably set correspondingly longer retention periods, but some experimentation is needed
to determine the desired settings. The purge mechanism also operates automatically if the database
approaches its capacity, so there is no harm in starting with a longer retention period and gradually
reducing it. But for the sake of safety and predictability, it is best in the long run to choose a fixed period
rather than to rely on the capacity thresholds.
call rate, can probably set correspondingly longer retention periods, but some experimentation is needed
to determine the desired settings. The purge mechanism also operates automatically if the database
approaches its capacity, so there is no harm in starting with a longer retention period and gradually
reducing it. But for the sake of safety and predictability, it is best in the long run to choose a fixed period
rather than to rely on the capacity thresholds.
Serviceability
The serviceability functions of Unified Expert Advisor, similar to those of Cisco Unified CM, are
conducted primarily using the Real-Time Monitoring Tool (RTMT), which is a Windows or Linux
application, downloadable from the Operations, Administration, Maintenance, and Provisioning
(OAMP) serviceability page. It functions on any desktop or laptop computer that is running Windows
98, Windows XP, Windows 2000, Windows Vista, or Linux with KDE and/or Gnome client, and that has
a screen resolution 800x600 or above. To install RTMT on Windows Vista, you must be logged in as
Administrator.
conducted primarily using the Real-Time Monitoring Tool (RTMT), which is a Windows or Linux
application, downloadable from the Operations, Administration, Maintenance, and Provisioning
(OAMP) serviceability page. It functions on any desktop or laptop computer that is running Windows
98, Windows XP, Windows 2000, Windows Vista, or Linux with KDE and/or Gnome client, and that has
a screen resolution 800x600 or above. To install RTMT on Windows Vista, you must be logged in as
Administrator.
Other serviceability functions are inherited from the Unified Communications Operating System
Serviceability application, available via the Navigation drop-down menu on the Unified Expert Advisor
OAMP login screen. Both Simple Network Management Protocol (SNMP) versions 1 to 3 and SYSLOG
are supported as well.
Serviceability application, available via the Navigation drop-down menu on the Unified Expert Advisor
OAMP login screen. Both Simple Network Management Protocol (SNMP) versions 1 to 3 and SYSLOG
are supported as well.
Some functions are also available via the Unified Communications Operating System command line
interface (CLI). These functions are accessible by any Platform Administrator.
interface (CLI). These functions are accessible by any Platform Administrator.
Unified Expert Advisor also introduces a new concept known as System Conditions, which piggybacks
on the SNMP trap mechanism. System Conditions are defined within the product with either warning or
critical severity, and once raised, they persist until they are cleared. Although each raise or clear action
also causes an SNMP trap, the condition's current state can be examined using RTMT even if the trap
events were missed. (The current version of RTMT does not display System Conditions in an easily
readable format, however.) The list of Unified Expert Advisor System Conditions can be found in the
Real Time Monitoring Tool Administration Guide for Cisco Unified Expert Advisor, available at
on the SNMP trap mechanism. System Conditions are defined within the product with either warning or
critical severity, and once raised, they persist until they are cleared. Although each raise or clear action
also causes an SNMP trap, the condition's current state can be examined using RTMT even if the trap
events were missed. (The current version of RTMT does not display System Conditions in an easily
readable format, however.) The list of Unified Expert Advisor System Conditions can be found in the
Real Time Monitoring Tool Administration Guide for Cisco Unified Expert Advisor, available at
.
Root access to the Unified Communications Operating System is available, but as with Unified CM root
access, it requires a detailed procedure involving Cisco TAC as well as customer approval. Passwords
obtained in this way are valid for only a limited time. On the other hand, root access is not required in
order to perform any normal customer or partner activity.
access, it requires a detailed procedure involving Cisco TAC as well as customer approval. Passwords
obtained in this way are valid for only a limited time. On the other hand, root access is not required in
order to perform any normal customer or partner activity.