Cisco Cisco Unified Intelligent Contact Management Software Technical References
94
Unified
ICM Web Interaction
N
Network Target, 54
Noskillnum flag, 38
Noskillnum flag, 38
O
Other, 71
P
Peripheral
Default skill group mask, 46
Peripheral configuration parameters, 48
Peripheral Configuration window, 48
Peripheral Interface Manager (PIM), 14, 47
Peripheral Monitor Configuration window,
Peripheral Configuration window, 48
Peripheral Interface Manager (PIM), 14, 47
Peripheral Monitor Configuration window,
86
Peripheral Monitor table, 55
Peripheral object mapping, 46
Peripheral Service Level, 62
Peripheral Target, 54
Peripheral variables, 76, 78
PG LAN information, 39
Phantom lines, 86
PIM. See Peripheral Interface Manager.
Post-Routing, 75
Predictive calls, 86
Priorities, 64
Peripheral object mapping, 46
Peripheral Service Level, 62
Peripheral Target, 54
Peripheral variables, 76, 78
PG LAN information, 39
Phantom lines, 86
PIM. See Peripheral Interface Manager.
Post-Routing, 75
Predictive calls, 86
Priorities, 64
R
Ready, 71
Real-time adherence (RTA) reports, 13
Refresh rate, 39
Registry Keys, 73
Reserved agent preference levels, 49
Ringing, 71
Route, 72
Route request, 76
Route request elements, 78
Route Select
Real-time adherence (RTA) reports, 13
Refresh rate, 39
Registry Keys, 73
Reserved agent preference levels, 49
Ringing, 71
Route, 72
Route request, 76
Route request elements, 78
Route Select
peripheral variable map, 80
RouteSelect, 79
Routing Client, 72, 75
Routing Client, 72, 75
S
Service, 62
Peripheral Number, 62
Service-to-skill group mapping, 69
Set SubGroup Mask window, 46
Setting up Hunt Groups, 23
Skill group, 63
Set SubGroup Mask window, 46
Setting up Hunt Groups, 23
Skill group, 63
members, 71
Skill Group, 64
Skill Group Extension, 63
Skill Group Extension, 63
Skill Group Half Hour, 67
Skill group mapping, 63
Skill Group Peripheral Number, 63
Skillnums argument, 37
Software requirements, 15
Splits
Skill group mapping, 63
Skill Group Peripheral Number, 63
Skillnums argument, 37
Software requirements, 15
Splits
to monitor, 39
Station monitoring, 55
of logged-in agents, 49
Sub-skill groups, 64
T
TalkingIn, 71
TalkingOther, 71
TalkingOut, 71
TEI value, 20
Termination Call Detail, 67
Third-Party Domain Control (3PDC), 15, 39
Time in queue, 76
Timed ACW value, 55
TimeInQBeforeInterflow, 78
Timestamp, 38
Trailhead, 85
Translation routes, 72
Trunk Access Code, 80, 81
Trunk Group, 61
Trunk Group Extension, 61
Trunk group number, 76
Trunk Information, 78
Trunk number, 76
Trunks, 62
TalkingOther, 71
TalkingOut, 71
TEI value, 20
Termination Call Detail, 67
Third-Party Domain Control (3PDC), 15, 39
Time in queue, 76
Timed ACW value, 55
TimeInQBeforeInterflow, 78
Timestamp, 38
Trailhead, 85
Translation routes, 72
Trunk Access Code, 80, 81
Trunk Group, 61
Trunk Group Extension, 61
Trunk group number, 76
Trunk Information, 78
Trunk number, 76
Trunks, 62
U
Universal Call ID (UCID), 37
UNIX timestamp, 38
Unknown, 71
Use encoded trunk information over ANI in
UNIX timestamp, 38
Unknown, 71
Use encoded trunk information over ANI in
calling field, 50
User-User Information, 76, 78, 80, 81
Using Skill Group Priorities without
Using Skill Group Priorities without
Configuring Sub-skill Groups, 65
V
VDN, 78, See Vector Directory Number
VDN Service Level, 62
Vector, 62
Vector Directory Number (VDN), 54, 62, 76
VDN Service Level, 62
Vector, 62
Vector Directory Number (VDN), 54, 62, 76
inbound ACD calls, 20
Vector writers, 76
W
Web integration, 85
WrapUp, 71
WrapUp, 71