Cisco Cisco E-Mail Manager Unity Integration Option Installation Guide

Post-Installation Configuration: Create Agents and Skill Groups..............................................................83
Post-Installation Configuration: Set Up Contact Routing..........................................................................84

About Cisco Agent and Supervisor Desktops for Unified SCCE..............................................................87
About the CTI Server and the CTI OS Server .........................................................................................88
About Agent and Supervisor Desktop Installation Prerequisites..............................................................88
How to Install CTI OS Desktops...............................................................................................................89

How to Install the CTI OS Supervisor Desktop....................................................................................89
How to Install the CTI OS Agent Desktop............................................................................................90

CAD Pre-Installation Requirements.....................................................................................................91
How to Install and Configure Cisco Agent Desktop.............................................................................94

About Outbound Option............................................................................................................................97
Outbound Option Fault Recovery.............................................................................................................98
How to Install Outbound Option for Unified SCCE...................................................................................98
Outbound Option Installation Tasks..........................................................................................................98
How to Configure General System Time Options.....................................................................................99
How to Enable Call Variables.................................................................................................................100
Campaign Configuration Tasks...............................................................................................................100
About Scripting for Outbound Option......................................................................................................102

About Reporting Configuration Prerequisites.........................................................................................103
Unified SCCE Reporting Configuration Tasks........................................................................................104
How to Configure Service Levels...........................................................................................................104

How to Modify the Global Service Level for Call Types......................................................................105
How to Set Service Levels for Specific Call Types.............................................................................105
How to Modify the Global Service Level for Skill Groups...................................................................105
How to Set Service Levels for Specific Skill Groups..........................................................................106

How to Create Bucket Intervals.........................................................................................................106
How to Reset the Global Bucket Interval...........................................................................................107
How to Set Bucket Intervals for Specific Call Types...........................................................................107

Supported Languages............................................................................................................................111
Installing the Language Pack..................................................................................................................112

How to Check the Language Setting.................................................................................................112
How to Install the Language Pack on an English Windows 2003 Server...........................................113

Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)