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707 KB
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31
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English

Information Guide

Information Guide

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72.3 KB
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11
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English

Installation Guide

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Installation Guide

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3.38 MB
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180
Language:

English

Release Note

Table of Contents

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578 KB
Pages:

75
Language:

English

Installation Guide

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Installation Guide

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3.22 MB
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97
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English

Release Note

Table of Contents

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2.06 MB
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107
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English

Installation Guide

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Installation Guide

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944 KB
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115
Language:

English

Release Note

Table of Contents

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1.27 MB
Pages:

85
Language:

English

Troubleshooting Guide

Table of Contents

Troubleshooting Guide

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571 KB
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27
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English

Installation Guide

Table of Contents

Installation Guide

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3.26 MB
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152
Language:

English

Installation Guide

Table of Contents

Installation Guide

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2.6 MB
Pages:

93
Language:

English

Troubleshooting Guide

Table of Contents

Troubleshooting Guide

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868 KB
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110
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English

Troubleshooting Guide

Table of Contents

Troubleshooting Guide

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938 KB
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116
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English

Technical References

Table of Contents

Title
1
Contents
3
About This Guide
11
- Purpose
  11
- Audience
  11
- Organization
  11
- Conventions
  12
- Obtaining Documentation
  12
  - World Wide Web
    12
  - Documentation CD-ROM
    12
  - Ordering Documentation
    13
  - Documentation Feedback
    13
- Obtaining Technical Assistance
  13
  - Cisco.com
    13
  - Technical Assistance Center
    14
Introduction
17
- The ICM Databases
  18
- General Concepts
  19
- Major Tables
  23
- Real-time and Historical Data
  33
- Call Detail Data
  33
Table Details
35
- Admin_Script_Schedule_Map Table
  35
- Agent Table
  37
- Agent_Desk_Settings Table
  38
- Agent_Distribution Table
  42
- Agent_Half_Hour Table
  42
- Agent_Logout Table
  43
- Agent_Real_Time Table
  44
- Agent_Skill_Group_Half_Hour Table
  46
- Agent_Skill_Group_Logout Table
  57
- Agent_Skill_Group_Real_Time Table
  58
- Agent_State_Trace Table
  59
- Agent_Team Table
  60
- Agent_Team_Member Table
  61
- Agent_Team_Supervisor Table
  62
- Announcement Table
  62
- Application_Event Table
  63
- Application_Gateway Table
  64
- Application_Gateway_Connection Table
  66
- Application_Gateway_Globals Table
  67
- Application_Gateway_Half_Hour Table
  69
- Application_Instance Table
  70
- Application_Path Table
  71
- Application_Path_Member Table
  72
- Application_Path_Real_Time Table
  72
- AWControl Table
  73
- Blended_Agent_Options Table
  74
- Business_Entity Table
  75
- Call_Type Table
  75
- Call_Type_Half_Hour Table
  76
- Call_Type_Map Table
  79
- Call_Type_Real_Time Table
  80
- Campaign Table
  86
- Campaign_Query_Rule Table
  91
- Campaign_Query_Rule_Half_Hour Table
  92
- Campaign_Query_Rule_Real_Time
  93
- Campaign_Skill_Group Table
  94
- Campaign_Target_Sequence Table
  95
- Cfg_Mngr_App_Snapshot_State Table
  95
- Cfg_Mngr_Globals Table
  96
- Cfg_Mngr_User_Desktop_Snap Table
  96
- Cfg_Mngr_User_Menu Table
  97
- Cfg_Mngr_User_Settings Table
  98
- Cfg_Mngr_View Table
  98
- Class_Access_Xref Table
  99
- Class_List Table
  99
- Class_Security Table
  100
- ClassID_To_ObjectType Table
  100
- Config_Message_Log Table
  101
- Controller_Time Table
  101
- Customer_Definition Table
  102
- Customer_Options Table
  102
- Default_Call_Type Table
  103
- Device_Target Table
  103
- Dialer Table
  104
- Dialer_Half_Hour Table
  106
- Dialer_Port_Map Table
  107
- Dialer_Port_Real_Time Table
  107
- Dialer_Real_Time Table
  108
- Dial_Number_Plan Table
  109
- Dialed_Number Table
  110
- Dialed_Number_Label Table
  111
- Dialed_Number_Map Table
  111
- Enterprise_Agent_Group Table
  112
- Enterprise_Agent_Group_Member Table
  113
- Enterprise_Route Table
  113
- Enterprise_Route_Member Table
  114
- Enterprise_Service Table
  114
- Enterprise_Service_Member Table
  115
- Enterprise_Skill_Group Table
  115
- Enterprise_Skill_Group_Member Table
  116
- Event Table
  116
- Expanded_Call_Variable Table
  118
- Feature_Control_Set Table
  119
- Galaxy_Agent_Call_Count Table
  119
- Galaxy_Agent_Igroup Table
  121
- Galaxy_Agent_Performance Table
  123
- Galaxy_Alarm Table
  125
- Galaxy_DNIS Table
  125
- Galaxy_Gate Table
  126
- Galaxy_Gate_Delayed_Call Table
  130
- Galaxy_Overflow Table
  132
- Galaxy_PBX Table
  136
- Galaxy_Single_Trunk Table
  137
- Galaxy_Transaction_Code Table
  139
- Galaxy_Trunk_Call_Count Table
  139
- Galaxy_Trunk_IGroup Table
  140
- Group_Security_Control Table
  142
- Logger_Admin Table
  143
- ICR_Globals Table
  143
- ICR_Instance Table
  146
- ICR_Locks Table
  146
- ICR_Node Table
  147
- ICR_View Table
  148
- Ids Table
  149
- Import_Log Table
  149
- Import_Rule Table
  150
- Import_Rule_Clause Table
  153
- Import_Rule_History Table
  153
- Import_Rule_Real_Time Table
  154
- Import_Schedule Table
  155
- Label Table
  155
- Logger_Meters Table
  156
- Logger_Type Table
  158
- Logical_Interface_Controller Table
  158
- Master_Script Table
  159
- Media_Class Table
  160
- Media_Routing_Domain Table
  161
- Network_Event_Detail Table
  163
- Network_Target Table
  164
- Network_Trunk_Group Table
  165
- Network_Trunk_Group_Half_Hour Table
  166
- Network_Trunk_Group_Real_Time Table
  167
- Network_Vru Table
  168
- Network_Vru_Script Table
  169
- Next_Available_Number Table
  170
- Object_Access_Xref Table
  170
- Object_List Table
  170
- Object_Security Table
  171
- Peripheral Table
  171
- Peripheral_Default_Route Table
  175
- Peripheral_Half_Hour Table
  175
- Peripheral_Monitor Table
  177
- Peripheral_Real_Time Table
  178
- Peripheral_Target Table
  180
- Persistent_Variable Table
  181
- Person Table
  181
- Physical_Controller_Half_Hour Table
  182
- Physical_Interface_Controller Table
  183
- Query_Rule Table
  184
- Query_Rule_Clause Table
  185
- Recovery Table
  185
- Recurring_Schedule_Map Table
  186
- Region Table
  188
- Region_Info Table
  188
- Region_Member Table
  189
- Region_Prefix Table
  189
- Region_View Table
  190
- Region_View_Member Table
  190
- Route Table
  191
- Route_Call_Detail Table
  192
- Route_Call_Variable Table
  196
- Route_Five_Minute Table
  197
- Route_Half_Hour Table
  200
- Route_Real_Time Table
  204
- Routing_Client Table
  210
- Routing_Client_Five_Minute Table
  213
- Schedule Table
  217
- Schedule_Import Table
  219
- Schedule_Import_Real_Time Table
  220
- Schedule_Map Table
  222
- Schedule_Report Table
  222
- Schedule_Report_Input Table
  223
- Schedule_Source Table
  225
- Scheduled_Target Table
  225
- Scheduled_Target_Real_Time Table
  226
- Script Table
  227
- Script_Cross_Reference Table
  228
- Script_Data Table
  229
- Script_Five_Minute Table
  230
- Script_Print_Control Table
  231
- Script_Queue_Real_Time Table
  231
- Script_Real_Time Table
  232
- Script_Table Table
  232
- Script_Table_Column Table
  233
- Sec_Group Table
  234
- Sec_User Table
  234
- Service Table
  235
- Service_Array Table
  237
- Service_Array_Member Table
  238
- Service_Five_Minute Table
  238
- Service_Half_Hour Table
  241
- Service_Level_Threshold Table
  250
- Service_Member Table
  250
- Service_Real_Time Table
  251
- Skill_Group Table
  267
- Skill_Group_Five_Minute Table
  269
- Skill_Group_Half_Hour Table
  272
- Skill_Group_Member Table
  285
- Skill_Group_Real_Time Table
  286
- Skill_Target Table
  294
- Termination_Call_Detail Table
  295
- Termination_Call_Variable Table
  313
- Translation_Route Table
  313
- Trunk Table
  314
- Trunk_Group Table
  315
- Trunk_Group_Five_Minute Table
  316
- Trunk_Group_Half_Hour Table
  317
- Trunk_Group_Real_Time Table
  318
- User_Formula Table
  319
- User_Formula_Equation Table
  320
- User_Group Table
  320
- User_Group_Member Table
  321
- User_Security_Control Table
  322
- User_Supervisor_Map Table
  322
- User_Variable Table
  323
- Version Table
  325
- View_Column Table
  325
- VRU_Currency Table
  326
- VRU_Defaults Table
  327
- VRU_Locale Table
  328
- VRU_Port_Map Table
  329
Field Values
331
- AgentState
  331
- Access Levels
  332
- Object Types
  332
- Admin_Script_Schedule_Map Fields
  333
- Customer_Options Fields
  334
- Dialed_Number_Map Fields
  334
- Event Fields
  335
- ICR_Locks Fields
  335
- Label Fields
  336
- Logical_Interface_Controller Fields
  336
- Network_Vru Fields
  338
- Peripheral Fields
  338
- Recurring_Schedule_Map
  338
- Route_Call_Detail Fields
  338
- Script_Cross_Reference Fields
  339
- Service Fields
  341
- Schedule_Report_Input Fields
  342
- Service_Real_Time Fields
  342
- Skill_Target Fields
  342
- Termination_Call_Detail Fields
  342
- User_Variable Fields
  347
Index
349
- A
  349
- B
  355
- C
  356
- D
  362
- E
  367
- F
  369
- G
  370
- H
  371
- I
  373
- K
  374
- L
  375
- M
  377
- N
  378
- O
  380
- P
  382
- Q
  386
- R
  387
- S
  391
- T
  398
- U
  402
- V
  402
- W
  403

Technical References

Size:

5.16 MB
Pages:

404
Language:

English

Technical References

Table of Contents

Technical References

Size:

2.37 MB
Pages:

112
Language:

English

Technical References

Table of Contents

Cisco Unified ICMACD Supplement forVRU Peripheral Gateway
1
Contents
3
Preface
6
Chapter 1: Overview
9
Chapter 2: VRU Service Control Interface
13
Chapter 3: VRU Time Synchronization Interface
15
Chapter 4: Older VRU Interface Features
17
- Event Data Feed
  18
- Call Routing Interface
  18
- Mixing SCI and EDF
  18
Chapter 5: VRU PG Installation Options
19
- Installation Options
  20
- MIS Enabled checkbox
  20
- VRU Reporting controls
  20
  - Event Feed choice
    21
  - Service Control choice
    21
    - Queue Reporting checkbox
      21
Chapter 6: Unified ICM Configuration
23
- Peripheral
  24
- Peripheral Targets
  24
  - Event Feed VRUs
    24
  - Call Routing VRUs
    25
- Trunk Groups
  25
- Trunks
  25
- Services
  25
- Translation Routes
  25
- Routes
  25
- Routing Client
  25
- Labels
  26
- Network Trunk Groups
  26
- Service Arrays
  27
- Maintaining Your Configuration
  27
Chapter 7: VRU Programming Considerations
29
- VRU Script Timeout
  30
- Translation Routing
  30
  - SCI
    30
  - CRI with EDF
    30
  - CRI without EDF
    31
Index
33

Technical References

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434 KB
Pages:

33
Language:

English

Technical References

Table of Contents

Technical References

Size:

1.02 MB
Pages:

74
Language:

English

Leaflet

Table of Contents

Size:

13.3 MB
Pages:

458
Language:

한국어

Technical References

Table of Contents

Technical References

Size:

682 KB
Pages:

62
Language:

English

Technical References

Table of Contents

Technical References

Size:

3.16 MB
Pages:

41
Language:

English

Technical References

Table of Contents

Technical References

Size:

2.44 MB
Pages:

94
Language:

English

Technical References

Table of Contents

Technical References

Size:

581 KB
Pages:

49
Language:

English

Technical References

Table of Contents

Technical References

Size:

1.17 MB
Pages:

72
Language:

English

Technical References

Table of Contents

Technical References

Size:

598 KB
Pages:

39
Language:

English

Technical References

Table of Contents

Technical References

Size:

1.1 MB
Pages:

66
Language:

English

Technical References

Table of Contents

Technical References

Size:

887 KB
Pages:

55
Language:

English

Release Note

Table of Contents

Size:

765 KB
Pages:

33
Language:

English

Technical References

Table of Contents

Contents
3
About This Guide
11
- Purpose
  11
- Audience
  11
- Organization
  11
- Conventions
  12
- Other Publications
  12
- Obtaining Documentation
  12
  - World Wide Web
    12
  - Documentation CD-ROM
    13
  - Ordering Documentation
    13
  - Documentation Feedback
    13
- Obtaining Technical Assistance
  13
  - Cisco.com
    14
  - Technical Assistance Center
    14
    - Cisco TAC Web Site
      14
    - Cisco TAC Escalation Center
      15
Chapter 1: Introduction
17
- The ICM Databases
  17
- General Concepts
  18
  - Tables, Columns, and Rows
    18
  - Table Relationships
    18
  - Key Fields
    20
  - Reserved Fields
    21
  - Data Types
    22
- Major Tables
  23
  - Blended Agent
    23
  - Device Data
    25
  - Skill Target Data
    26
  - Enterprise Data
    27
  - Media Routing
    28
  - Script Data
    29
  - Script Detail
    30
  - Route Data
    31
- Real-time and Historical Data
  32
  - Call Detail Data
    32
Chapter 2: Table Details
33
- Admin_Script_Schedule_Map Table
  33
- Agent Table
  36
- Agent_Desk_Settings Table
  38
- Agent_Distribution Table
  41
- Agent_Event_Detail Table
  43
- Agent_Half_Hour Table
  45
- Agent_Logout Table
  47
- Agent_Real_Time Table
  48
- Agent_Skill_Group_Half_Hour Table
  53
- Agent_Skill_Group_Logout Table
  69
- Agent_Skill_Group_Real_Time Table
  70
- Agent_State_Trace Table
  72
- Agent_Team Table
  75
- Agent_Team_Member Table
  76
- Agent_Team_Supervisor Table
  77
- Announcement Table
  78
- Application_Event Table
  79
- Application_Gateway Table
  81
- Application_Gateway_Connection Table
  83
- Application_Gateway_Globals Table
  85
- Application_Gateway_Half_Hour Table
  87
- Application_Instance Table
  89
- Application_Path Table
  90
- Application_Path_Member Table
  91
- Application_Path_Real_Time Table
  92
- AWControl Table
  93
- Blended_Agent_Options Table
  94
- Bucket_Intervals Table
  95
- Business_Entity Table
  97
- Call_Type Table
  98
- Call_Type_Half_Hour Table
  100
- Call_Type_Map Table
  113
- Call_Type_Real_Time Table
  114
- Campaign Table
  125
- Campaign_Query_Rule Table
  129
- Campaign_Query_Rule_Half_Hour Table
  131
- Campaign_Query_Rule_Real_Time Table
  134
- Campaign_Skill_Group Table
  136
- Campaign_Target_Sequence Table
  138
- Cfg_Mngr_App_Snapshot_State Table
  139
- Cfg_Mngr_Globals Table
  140
- Cfg_Mngr_User_Desktop_Snap Table
  141
- Cfg_Mngr_User_Menu Table
  143
- Cfg_Mngr_User_Settings Table
  144
- Cfg_Mngr_View Table
  145
- Class_Access_Xref Table
  146
- Class_List Table
  147
- Class_Security Table
  148
- ClassID_To_ObjectType Table
  149
- Config_Message_Log Table
  150
- Controller_Time Table
  150
- Customer_Definition Table
  151
- Customer_Options Table
  152
- Default_Call_Type Table
  153
- Device_Target Table
  154
- Dialed_Number Table
  156
- Dialed_Number_Label Table
  158
- Dialed_Number_Map Table
  159
- Dial_Number_Plan Table
  161
- Dialer Table
  163
- Dialer_Half_Hour Table
  165
- Dialer_Port_Map Table
  167
- Dialer_Port_Real_Time Table
  168
- Dialer_Real_Time Table
  169
- Enterprise_Agent_Group Table
  170
- Enterprise_Agent_Group_Member Table
  171
- Enterprise_Route Table
  172
- Enterprise_Route_Member Table
  173
- Enterprise_Service Table
  174
- Enterprise_Service_Member Table
  175
- Enterprise_Skill_Group Table
  176
- Enterprise_Skill_Group_Member Table
  177
- Event Table
  178
- Expanded_Call_Variable Table
  180
- Feature_Control_Set Table
  181
- Galaxy_Agent_Call_Count Table
  182
- Galaxy_Agent_Igroup Table
  184
- Galaxy_Agent_Performance Table
  186
- Galaxy_Alarm Table
  189
- Galaxy_DNIS Table
  190
- Galaxy_Gate Table
  192
- Galaxy_Gate_Delayed_Call Table
  196
- Galaxy_Overflow Table
  199
- Galaxy_PBX Table
  203
- Galaxy_Single_Trunk Table
  205
- Galaxy_Transaction_Code Table
  207
- Galaxy_Trunk_Call_Count Table
  208
- Galaxy_Trunk_IGroup Table
  210
- Group_Security_Control Table
  212
- ICR_Globals Table
  213
- ICR_Instance Table
  216
- ICR_Locks Table
  217
- ICR_Node Table
  218
- ICR_View Table
  219
- Ids Table
  220
- Import_Log Table
  221
- Import_Rule Table
  222
- Import_Rule_Clause Table
  225
- Import_Rule_History Table
  226
- Import_Rule_Real_Time Table
  227
- Import_Schedule Table
  228
- Label Table
  229
- Logger_Admin Table
  231
- Logger_Meters Table
  232
- Logger_Type Table
  233
- Logical_Interface_Controller Table
  234
- Master_Script Table
  236
- Media_Class Table
  238
- Media_Routing_Domain Table
  239
- Network_Event_Detail Table
  241
- Network_Target Table
  243
- Network_Trunk_Group Table
  244
- Network_Trunk_Group_Half_Hour Table
  245
- Network_Trunk_Group_Real_Time Table
  247
- Network_Vru Table
  249
- Network_Vru_Script Table
  250
- Next_Available_Number Table
  252
- Object_Access_Xref Table
  253
- Object_List Table
  254
- Object_Security Table
  255
- Peripheral Table
  256
- Peripheral_Default_Route Table
  261
- Peripheral_Half_Hour Table
  262
- Peripheral_Monitor Table
  264
- Peripheral_Real_Time Table
  266
- Peripheral_Target Table
  271
- Persistent_Variable Table
  272
- Person Table
  273
- Physical_Controller_Half_Hour Table
  274
- Physical_Interface_Controller Table
  275
- Query_Rule Table
  276
- Query_Rule_Clause Table
  277
- Reason_Code Table
  278
- Recovery Table
  279
- Recurring_Schedule_Map Table
  280
- Region Table
  282
- Region_Info Table
  283
- Region_Member Table
  283
- Region_Prefix Table
  284
- Region_View Table
  285
- Region_View_Member Table
  286
- Rename Table
  287
- Route Table
  288
- Route_Call_Detail Table
  290
- Route_Call_Variable Table
  297
- Route_Five_Minute Table
  298
- Route_Half_Hour Table
  301
- Route_Real_Time Table
  306
- Routing_Client Table
  310
- Routing_Client_Five_Minute Table
  313
- Schedule Table
  318
- Schedule_Import Table
  320
- Schedule_Import_Real_Time Table
  322
- Schedule_Map Table
  324
- Schedule_Report Table
  325
- Schedule_Report_Input Table
  327
- Schedule_Source Table
  330
- Scheduled_Target Table
  331
- Scheduled_Target_Real_Time Table
  332
- Script Table
  333
- Script_Cross_Reference Table
  335
- Script_Data Table
  337
- Script_Five_Minute Table
  338
- Script_Print_Control Table
  339
- Script_Queue_Real_Time Table
  340
- Script_Real_Time Table
  341
- Script_Table Table
  342
- Script_Table_Column Table
  343
- Sec_Group Table
  344
- Sec_User Table
  345
- Service Table
  346
- Service_Array Table
  349
- Service_Array_Member Table
  350
- Service_Five_Minute Table
  351
- Service_Half_Hour Table
  355
- Service_Level_Threshold Table
  365
- Service_Member Table
  366
- Service_Real_Time Table
  367
- Shift Table
  385
- Skill_Group Table
  386
- Skill_Group_Five_Minute Table
  389
- Skill_Group_Half_Hour Table
  393
- Skill_Group_Member Table
  409
- Skill_Group_Real_Time Table
  411
- Skill_Target Table
  423
- Termination_Call_Detail Table
  424
- Termination_Call_Variable Table
  446
- Translation_Route Table
  447
- Trunk Table
  448
- Trunk_Group Table
  449
- Trunk_Group_Five_Minute Table
  451
- Trunk_Group_Half_Hour Table
  452
- Trunk_Group_Real_Time Table
  454
- User_Formula Table
  456
- User_Formula_Equation Table
  457
- User_Group Table
  458
- User_Group_Member Table
  459
- User_Security_Control Table
  460
- User_Supervisor_Map Table
  461
- User_Variable Table
  462
- Version Table
  464
- View_Column Table
  464
- VRU_Currency Table
  466
- VRU_Defaults Table
  467
- VRU_Locale Table
  469
- VRU_Port_Map Table
  470
Chapter 3: Field Values
471
- AgentState
  471
- Access Levels
  472
- Object Types
  472
- Admin_Script_Schedule_Map Fields
  473
- Customer_Options Fields
  474
- Dialed_Number_Map Fields
  475
- Event Fields
  475
- ICR_Locks Fields
  476
- Label Fields
  476
- Logical_Interface_Controller Fields
  477
- Network_Vru Fields
  478
- Peripheral Fields
  479
- Recurring_Schedule_Map
  479
- Route_Call_Detail Fields
  479
- Script_Cross_Reference Fields
  480
- Service Fields
  482
- Schedule_Report_Input Fields
  482
- Service_Real_Time Fields
  483
- Skill_Target Fields
  483
- Termination_Call_Detail Fields
  483
- User_Variable Fields
  488
Index
489

Technical References

Size:

6.32 MB
Pages:

548
Language:

English

Release Note

Table of Contents

Size:

1.46 MB
Pages:

92
Language:

English

Technical References

Table of Contents

Technical References

Size:

2.46 MB
Pages:

71
Language:

English

Release Notes

Table of Contents

Size:

1.85 MB
Pages:

90
Language:

English

Technical References

Table of Contents

Database Schema Guide for Cisco Unified Contact Center Enterprise Release 9.0
1
Contents
3
Preface
13
- Purpose
  13
- Audience
  13
- Organization
  13
- Related documentation
  14
- Product naming conventions
  15
- Conventions
  15
- Support
  16
- Documentation feedback
  16
Introduction
17
- The Unified ICM and Unified CCE databases
  17
- General concepts
  17
  - Tables columns and rows
    18
  - Table relationships
    18
  - Key fields
    19
  - Reserved fields
    20
  - Field applicability
    20
  - Data types
    20
  - Partitioning
    22
- Real-time and historical data
  22
  - Call detail data
    22
All tables
25
- Admin_Script_Schedule_Map
  32
- Agent
  34
- Agent_Attribute
  37
- Agent_Desk_Settings
  37
- Agent_Distribution
  43
- Agent_Event_Detail
  44
- Agent_Half_Hour
  47
- Agent_Interval
  51
- Agent_Logout
  56
- Agent_Real_Time
  57
- Agent_Skill_Group_Half_Hour
  63
- Agent_Skill_Group_Interval
  77
- Agent_Skill_Group_Logout
  92
- Agent_Skill_Group_Real_Time
  93
- Agent_State_Trace
  94
- Agent_Targeting_Rule
  97
- Agent_Targeting_Rule_Member
  100
- Agent_Targeting_Rule_Range
  101
- Agent_Team
  102
- Agent_Team_Member
  103
- Agent_Team_Supervisor
  104
- Announcement
  104
- Application_Event
  105
- Application_Gateway
  108
- Application_Gateway_Connection
  109
- Application_Gateway_Globals
  112
- Application_Gateway_Half_Hour
  114
- Application_Instance
  115
- Application_Path
  116
- Application_Path_Member
  117
- Application_Path_Real_Time
  118
- Attribute
  119
- Attribute_Set
  121
- Attribute_Set_Member
  122
- AWControl
  122
- Blended_Agent_Options
  123
- Bucket_Intervals
  127
- Bulk_Job
  128
- Business_Entity
  129
- Call_Type
  130
- Call_Type_Half_Hour
  132
- Call_Type_Interval
  149
- Call_Type_Map
  165
- Call_Type_SG_Interval
  166
- Call_Type_Skill_Group_Half_Hour
  183
- Call_Type_Real_Time
  195
- Campaign
  210
- Campaign_Half_Hour
  219
- Campaign_Query_Rule
  220
- Campaign_Query_Rule_Half_Hour
  223
- Campaign_Query_Rule_Interval
  226
- Campaign_Query_Rule_Real_Time
  229
- Campaign_Skill_Group
  238
- Campaign_Target_Sequence
  240
- Cfg_Mngr_App_Snapshot_State
  241
- Cfg_Mngr_Globals
  243
- Cfg_Mngr_User_Desktop_Snap
  243
- Cfg_Mngr_User_Menu
  245
- Cfg_Mngr_User_Settings
  246
- Cfg_Mngr_View
  247
- Class_Access_Xref
  247
- Class_List
  248
- Class_Security
  249
- ClassID_To_ObjectType
  250
- Configuration_Limit
  251
- Config_Message_Log
  252
- Congestion Control
  253
- Controller_Time
  256
- Customer_Definition
  256
- Customer_Options
  258
- Default_Call_Type
  258
- Device_Target
  259
- Dialed_Number
  261
- Dialed_Number_Label
  263
- Dialed_Number_Map
  263
- Dial_Number_Plan
  265
- Dialer
  266
- Dialer_Detail
  271
- Dialer_Half_Hour
  276
- Dialer_Interval
  279
- Dialer_Port_Map
  282
- Dialer_Port_Real_Time
  284
- Dialer_Real_Time
  285
- Dialer_Skill_Group_Half_Hour
  289
- Dialer_Skill_Group_Real_Time
  293
- Enterprise_Route
  295
- Enterprise_Route_Member
  296
- Enterprise_Service
  297
- Enterprise_Service_Member
  298
- Enterprise_Skill_Group
  299
- Enterprise_Skill_Group_Member
  299
- Event
  300
- Expanded_Call_Variable
  302
- Feature_Control_Set
  304
- ICR_Globals
  305
- ICR_Instance
  309
- ICR_Locks
  310
- ICR_Node
  311
- ICR_View
  313
- Ids
  314
- Import_Log
  315
- Import_Rule
  316
- Import_Rule_Clause
  320
- Import_Rule_History
  322
- Import_Rule_Real_Time
  323
- Import_Schedule
  325
- Label
  326
- Logger_Admin
  327
- Logger_Meters
  328
- Logger_Type
  330
- Logical_Interface_Controller
  331
- Machine_Info
  332
- Master_Script
  333
- Media_Class
  335
- Media_Routing_Domain
  336
- Network_Event_Detail
  339
- Network_Target
  341
- Network_Trunk_Group
  342
- Network_Trunk_Group_Half_Hour
  343
- Network_Trunk_Group_Real_Time
  345
- Network_Vru
  347
- Network_Vru_Bank
  348
- Network_Vru_Script
  349
- Next_Available_Number
  351
- Object_Access_Xref
  351
- Object_List
  352
- Object_Security
  353
- Peripheral
  354
- Peripheral_Default_Route
  358
- Peripheral_Half_Hour
  359
- Peripheral_Interval
  362
- Peripheral_Monitor
  364
- Peripheral_Real_Time
  365
- Peripheral_Target
  370
- Persistent_Variable
  371
- Person
  372
- Physical_Controller_Half_Hour
  373
- Physical_Interface_Controller
  375
- Precision_Queue
  376
- Precision_Q_Real_Time
  378
- Precision_Queue_Step
  387
- Precision_Queue_Term
  388
- Precision_Q_Step_Real_Time
  390
- Query_Rule
  391
- Query_Rule_Clause
  393
- Reason_Code
  394
- Recovery
  395
- Recurring_Schedule_Map
  396
- Region
  398
- Region_Info
  399
- Region_Member
  399
- Region_Prefix
  400
- Region_View
  401
- Region_View_Member
  402
- Rename
  403
- Route
  403
- Route_Call_Detail
  405
- Route_Call_Variable
  411
- Route_Five_Minute
  412
- Route_Half_Hour
  416
- Route_Real_Time
  421
- Router_Queue_Interval
  426
- Routing_Client
  435
- Routing_Client_Five_Minute
  439
- Schedule
  446
- Schedule_Import
  448
- Schedule_Import_Real_Time
  450
- Schedule_Map
  453
- Schedule_Report
  454
- Schedule_Report_Input
  455
- Schedule_Source
  456
- Scheduled_Target
  457
- Scheduled_Target_Real_Time
  458
- Script
  459
- Script_Cross_Reference
  461
- Script_Data
  462
- Script_Five_Minute
  463
- Script_Print_Control
  464
- Script_Queue_Real_Time
  465
- Script_Real_Time
  465
- Script_Table
  466
- Script_Table_Column
  467
- Sec_Group
  468
- Sec_User
  469
- Service
  469
- Service_Array
  472
- Service_Array_Member
  474
- Service_Five_Minute
  475
- Service_Half_Hour
  479
- Service_Interval
  493
- Service_Level_Threshold
  503
- Service_Member
  504
- Service_Real_Time
  505
- Shift
  524
- Skill_Group
  525
- Skill_Group_Five_Minute
  529
- Skill_Group_Half_Hour
  533
- Skill_Group_Interval
  555
- Skill_Group_Member
  581
- Skill_Group_Real_Time
  582
- Skill_Target
  596
- System Capacity Real Time
  597
- Termination_Call_Detail
  599
- Termination_Call_Variable
  613
- Translation_Route
  615
- Translation_Route_Half_Hour
  616
- Trunk
  618
- Trunk_Group
  619
- Trunk_Group_Five_Minute
  620
- Trunk_Group_Half_Hour
  621
- Trunk_Group_Real_Time
  623
- User_Formula
  625
- User_Formula_Equation
  626
- User_Group
  627
- User_Group_Member
  629
- User_Security_Control
  629
- User_Supervisor_Map
  630
- User_Variable
  631
- Version
  633
- View_Column
  633
- Vru_Currency
  635
- Vru_Defaults
  636
- Vru_Locale
  638
- Vru_Port_Map
  639
Tables by group
641
- Overview
  641
- Blended agent (outbound option)
  642
- Device
  643
  - Peripheral detail
    645
  - Trunk group detail
    646
- Enterprise
  646
- Media routing
  648
- Route
  649
- Schedule
  652
- Script
  654
  - Call type detail
    656
  - Region detail
    656
  - Script detail
    657
- Security
  657
- Skill target
  659
  - Agent detail
    661
  - Service detail
    662
  - Skill group detail
    663
- System
  664
- User preferences
  665
- VRU micro-application
  666
- Tables reserved for future use
  666
Field values
669
- Access levels
  670
- AgentState
  670
- Application gateway: fault tolerance
  671
- Client type
  672
- Customer options type
  674
- Days
  674
- Dialed number map: ANIWildCardType
  675
- Dialer detail: CallResult
  676
- Dialer detail: CallStatusZone
  677
- Dialer detail: DialingMode
  678
- Event fields
  678
- ICR locks fields
  679
- LabelType fields
  680
- Logical interface controller fields
  680
- Network Vru type
  682
- Port status
  683
- Route call detail fields
  684
- Object types: security
  685
- Object types: user variable
  687
- Peripheral real time status field
  689
- Reason codes
  690
- Service fields
  692
- Service real time: service mode indicator field
  692
- Target types: script cross reference and scheduled report input
  693
- Termination call detail: call disposition and CallDispositionFlag fields
  696
- Termination call detail: peripheral call type
  703
- Trunk type
  705
Database Rules
707
- Blended agent tables (outbound option)
  707
- Device tables
  708
- Enterprise tables
  709
- Media routing tables
  710
- Route tables
  710
- Schedule tables
  711
- Script tables
  711
- Security tables
  712
- Skill target tables
  712
- System tables
  713
- User preferences tables
  714
- VRU micro-applications tables
  714
INDEX
715

Technical References

Size:

6.93 MB
Pages:

718
Language:

English

Technical References

Table of Contents

Cover Page
1
Table of Contents
3
List of Figures
10
Preface
11
- Purpose
  11
- Audience
  11
- Organization
  11
- Related Documentation
  12
- Related Documentation
  12
- Product Naming Conventions
  13
- Conventions
  13
- Obtaining Documentation and Submitting a Service Request
  14
- Documentation Feedback
  15
Chapter 1: Introduction
17
- The ICM/IPCC Databases
  17
- General Concepts
  18
  - Tables, Columns, and Rows
    18
  - Table Relationships
    18
  - Key Fields
    19
  - Reserved Fields
    20
  - Field Applicability
    20
  - Data Types
    20
  - Partitioning
    21
- Real-time and Historical Data
  21
  - Call Detail Data
    22
Chapter 2: All Tables
23
- All Tables in Alphabetical Order
  23
  - Admin_Script_Schedule_Map Table
    23
  - Agent Table
    25
  - Agent_Desk_Settings Table
    27
  - Agent_Distribution Table
    32
  - Agent_Event_Detail Table
    33
  - Agent_Half_Hour Table
    34
  - Agent_Logout Table
    38
  - Agent_Real_Time Table
    39
  - Agent_Skill_Group_Half_Hour Table
    44
  - Agent_Skill_Group_Logout Table
    57
  - Agent_Skill_Group_Real_Time Table
    58
  - Agent_State_Trace Table
    59
  - Agent_Targeting_Rule Table
    62
  - Agent_Targeting_Rule_Member Table
    64
  - Agent_Targeting_Rule_Range Table
    64
  - Agent_Team Table
    65
  - Agent_Team_Member Table
    66
  - Agent_Team_Supervisor Table
    67
  - Announcement Table
    67
  - Application_Event Table
    68
  - Application_Gateway Table
    70
  - Application_Gateway_Connection Table
    71
  - Application_Gateway_Globals Table
    73
  - Application_Gateway_Half_Hour Table
    75
  - Application_Instance Table
    76
  - Application_Path Table
    77
  - Application_Path_Member Table
    78
  - Application_Path_Real_Time Table
    79
  - AWControl Table
    80
  - Blended_Agent_Options Table
    81
  - Bucket_Intervals Table
    82
  - Business_Entity Table
    83
  - Call_Type Table
    84
  - Call_Type_Half_Hour Table
    86
  - Call_Type_Map Table
    110
  - Call_Type_Real_Time Table
    111
  - Campaign Table
    135
  - Campaign_Query_Rule Table
    141
  - Campaign_Query_Rule_Half_Hour Table
    144
  - Campaign_Query_Rule_Real_Time Table
    147
  - Campaign_Skill_Group Table
    149
  - Campaign_Target_Sequence Table
    151
  - Cfg_Mngr_App_Snapshot_State Table
    152
  - Cfg_Mngr_Globals Table
    154
  - Cfg_Mngr_User_Desktop_Snap Table
    154
  - Cfg_Mngr_User_Menu Table
    156
  - Cfg_Mngr_User_Settings Table
    156
  - Cfg_Mngr_View Table
    157
  - Class_Access_Xref Table
    158
  - Class_List Table
    159
  - Class_Security Table
    159
  - ClassID_To_ObjectType Table
    160
  - Configuration_Limit Table
    161
  - Config_Message_Log Table
    162
  - Controller_Time Table
    162
  - Customer_Definition Table
    163
  - Customer_Options Table
    164
  - Default_Call_Type Table
    164
  - Device_Target Table
    165
  - Dialed_Number Table
    166
  - Dialed_Number_Label Table
    168
  - Dialed_Number_Map Table
    168
  - Dial_Number_Plan Table
    170
  - Dialer Table
    171
  - Dialer_Detail Table
    173
  - Dialer_Half_Hour Table
    176
  - Dialer_Port_Map Table
    179
  - Dialer_Port_Real_Time Table
    180
  - Dialer_Real_Time Table
    181
  - Enterprise_Route Table
    183
  - Enterprise_Route_Member Table
    184
  - Enterprise_Service Table
    185
  - Enterprise_Service_Member Table
    185
  - Enterprise_Skill_Group Table
    186
  - Enterprise_Skill_Group_Member Table
    187
  - Event Table
    187
  - Expanded_Call_Variable Table
    189
  - Feature_Control_Set Table
    191
  - Galaxy_Agent_Call_Count Table
    192
  - Galaxy_Agent_IGroup Table
    193
  - Galaxy_Agent_Performance Table
    195
  - Galaxy_Alarm Table
    197
  - Galaxy_DNIS Table
    199
  - Galaxy_Gate Table
    200
  - Galaxy_Gate_Delayed_Call Table
    203
  - Galaxy_Overflow Table
    206
  - Galaxy_PBX Table
    210
  - Galaxy_Single_Trunk Table
    212
  - Galaxy_Transaction_Code Table
    213
  - Galaxy_Trunk_Call_Count Table
    214
  - Galaxy_Trunk_IGroup Table
    215
  - Group_Security_Control Table
    218
  - ICR_Globals Table
    219
  - ICR_Instance Table
    222
  - ICR_Locks Table
    223
  - ICR_Node Table
    224
  - ICR_View Table
    225
  - Ids Table
    226
  - Import_Log Table
    226
  - Import_Rule Table
    227
  - Import_Rule_Clause Table
    231
  - Import_Rule_History Table
    233
  - Import_Rule_Real_Time Table
    234
  - Import_Schedule Table
    235
  - Label Table
    236
  - Logger_Admin Table
    237
  - Logger_Meters Table
    238
  - Logger_Type Table
    239
  - Logical_Interface_Controller Table
    240
  - Machine_Info
    241
  - Master_Script Table
    242
  - Media_Class Table
    243
  - Media_Routing_Domain Table
    244
  - Network_Event_Detail Table
    247
  - Network_Target Table
    248
  - Network_Trunk_Group Table
    249
  - Network_Trunk_Group_Half_Hour Table
    250
  - Network_Trunk_Group_Real_Time Table
    252
  - Network_Vru Table
    254
  - Network_Vru_Bank Table
    255
  - Network_Vru_Script Table
    256
  - Next_Available_Number Table
    257
  - Object_Access_Xref Table
    257
  - Object_List Table
    258
  - Object_Security Table
    259
  - Peripheral Table
    260
  - Peripheral_Default_Route Table
    263
  - Peripheral_Half_Hour Table
    264
  - Peripheral_Monitor Table
    266
  - Peripheral_Real_Time Table
    267
  - Peripheral_Target Table
    271
  - Persistent_Variable Table
    272
  - Person Table
    273
  - Physical_Controller_Half_Hour Table
    274
  - Physical_Interface_Controller Table
    275
  - Query_Rule Table
    276
  - Query_Rule_Clause Table
    278
  - Reason_Code Table
    279
  - Recovery Table
    280
  - Recurring_Schedule_Map Table
    280
  - Region Table
    282
  - Region_Info Table
    283
  - Region_Member Table
    284
  - Region_Prefix Table
    284
  - Region_View Table
    285
  - Region_View_Member Table
    286
  - Rename Table
    287
  - Route Table
    287
  - Route_Call_Detail Table
    288
  - Route_Call_Variable Table
    293
  - Route_Five_Minute Table
    295
  - Route_Half_Hour Table
    298
  - Route_Real_Time Table
    302
  - Routing_Client Table
    307
  - Routing_Client_Five_Minute Table
    309
  - Schedule Table
    315
  - Schedule_Import Table
    317
  - Schedule_Import_Real_Time Table
    319
  - Schedule_Map Table
    322
  - Schedule_Report Table
    322
  - Schedule_Report_Input Table
    324
  - Schedule_Source Table
    324
  - Scheduled_Target Table
    325
  - Scheduled_Target_Real_Time Table
    326
  - Script Table
    327
  - Script_Cross_Reference Table
    328
  - Script_Data Table
    329
  - Script_Five_Minute Table
    330
  - Script_Print_Control Table
    331
  - Script_Queue_Real_Time Table
    331
  - Script_Real_Time Table
    332
  - Script_Table Table
    333
  - Script_Table_Column Table
    334
  - Sec_Group Table
    334
  - Sec_User Table
    335
  - Service Table
    335
  - Service_Array Table
    338
  - Service_Array_Member Table
    339
  - Service_Five_Minute Table
    340
  - Service_Half_Hour Table
    344
  - Service_Level_Threshold Table
    356
  - Service_Member Table
    357
  - Service_Real_Time Table
    357
  - Shift Table
    374
  - Skill_Group Table
    374
  - Skill_Group_Five_Minute Table
    378
  - Skill_Group_Half_Hour Table
    381
  - Skill_Group_Member Table
    402
  - Skill_Group_Real_Time Table
    402
  - Skill_Target Table
    416
  - Termination_Call_Detail Table
    417
  - Termination_Call_Variable Table
    427
  - Translation_Route Table
    428
  - Trunk Table
    429
  - Trunk_Group Table
    430
  - Trunk_Group_Five_Minute Table
    431
  - Trunk_Group_Half_Hour Table
    432
  - Trunk_Group_Real_Time Table
    434
  - User_Formula Table
    436
  - User_Formula_Equation Table
    436
  - User_Group Table
    437
  - User_Group_Member Table
    439
  - User_Security_Control Table
    439
  - User_Supervisor_Map Table
    440
  - User_Variable Table
    441
  - Version Table
    442
  - View_Column Table
    443
  - Vru_Currency Table
    444
  - Vru_Defaults Table
    445
  - Vru_Locale Table
    447
  - Vru_Port_Map Table
    447
Chapter 3: Tables by Group
449
- Overview
  449
- Blended Agent (Outbound Option)
  449
- Device
  451
  - Peripheral Detail
    452
  - Trunk Group Detail
    453
- Enterprise
  453
- Galaxy
  455
- Media Routing
  456
- Route
  457
- Schedule
  460
- Script
  461
  - Call Type Detail
    463
  - Region Detail
    463
  - Script Detail
    464
- Security
  465
- Skill Target
  466
  - Agent Detail
    468
  - Service Detail
    468
  - Skill Group Detail
    469
- System
  470
- User Preferences
  472
- VRU Micro-Application
  473
- Tables Reserved for Future Use
  473
Chapter 4: Field Values
475
- Access Levels
  475
- AgentState
  475
- Application Gateway: Fault Tolerance
  476
- Client Type
  477
- Customer Options Type
  479
- Days
  480
- Dialed Number Map: ANIWildCardType
  481
- Dialer Detail: CallResult
  481
- Dialer Detail: CallResultDetail
  482
- Dialer Detail: CallStatusZone
  483
- Dialer Detail: DialingMode
  484
- Event Fields
  484
- Galaxy Fields
  485
- ICR Locks Fields
  487
- LabelType Fields
  488
- Logical Interface Controller Fields
  488
- Network Vru Type
  490
- Port Status
  491
- Route Call Detail Fields
  491
- Object Types: Security
  493
- Object Types: User Variable
  494
- Peripheral Real Time Status Field
  496
- Service Fields
  497
- Service Real Time: Service Mode Indicator Field
  498
- Target Types: Script Cross Reference and Scheduled Report Input
  499
- Termination Call Detail: Call Disposition and CallDispositionFlag Fields
  501
- Termination Call Detail: Peripheral Call Type
  509
- Trunk Type
  512
Chapter 5: Database Rules
513
Chapter 6: ICM/IPCC Database Troubleshooting
525
Glossary
533
Database Field Name Index
545

Technical References

Size:

16.8 MB
Pages:

620
Language:

English

User Guide

Table of Contents

Size:

4.27 MB
Pages:

259
Language:

English

User Guide

Table of Contents

Size:

10.1 MB
Pages:

652
Language:

English

User Guide

Table of Contents

Size:

5.06 MB
Pages:

617
Language:

English

User Guide

Table of Contents

Size:

13.8 MB
Pages:

710
Language:

English

User Guide

Table of Contents

Size:

1.61 MB
Pages:

138
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English

User Guide

Table of Contents

Size:

3.04 MB
Pages:

179
Language:

English

User Guide

Table of Contents

Size:

3.27 MB
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173
Language:

English

User Guide

Table of Contents

Size:

2.86 MB
Pages:

181
Language:

English

User Guide

Table of Contents

Size:

1.08 MB
Pages:

153
Language:

English

User Guide

Table of Contents

Size:

4.34 MB
Pages:

528
Language:

English

User Guide

Table of Contents

Size:

1.25 MB
Pages:

62
Language:

English

Release Notes

Table of Contents

Size:

574 KB
Pages:

24
Language:

English

User Guide

Table of Contents

Size:

6.58 MB
Pages:

797
Language:

English

Release Note

Table of Contents

Size:

4.96 MB
Pages:

269
Language:

English

Maintenance Manual

Table of Contents

Maintenance Manual

Size:

1.86 MB
Pages:

72
Language:

English

Maintenance Manual

Table of Contents

Maintenance Manual

Size:

2.07 MB
Pages:

102
Language:

English

User Guide

Table of Contents

Size:

7.11 MB
Pages:

268
Language:

English

User Guide

Table of Contents

Size:

1.48 MB
Pages:

44
Language:

English

User Guide

Table of Contents

Size:

3.68 MB
Pages:

238
Language:

English

User Guide

Table of Contents

Size:

682 KB
Pages:

64
Language:

English

Maintenance Manual

Table of Contents

Maintenance Manual

Size:

2.17 MB
Pages:

92
Language:

English

Maintenance Manual

Table of Contents

Maintenance Manual

Size:

1.83 MB
Pages:

70
Language:

English

Documentation Roadmaps

Table of Contents

Documentation Roadmaps

Size:

743 KB
Pages:

28
Language:

English

Installation Guide

Table of Contents

System Overview
13
- RSM Overview
  13
- Call Flow
  14
- RSM Services
  15
  - VLEngine
    15
  - PhoneSim
    15
- Application Connectivity
  16
  - RSM VLAN Configuration
    16
  - Multi-site Deployment
    18
System Requirements
23
- Cisco Hardware and Software Requirements
  23
Pre-Installation Tasks
25
Installation
41
- Patch Installation
  41
- RSM Server Installation
  42
- Configuration Manager
  42
  - Configuration Settings
    43
- VLEngine and PhoneSim Services
  46
- Directory Structure
  47
- Port Numbers Used
  48
- Environment Variables
  48
- Security Settings
  49
  - Host Level Security
    49
  - Network Level Security
    50
VRU Configuration
53
RSM Services
63
- RSM Enable, Check, Restart
  63
- Removing RSM
  64
  - IP IVR Removal
    64
  - CVP Removal
    65
  - RSM Application Removal
    66
  - Unified ICME Removal
    66
  - Unified CM Removal
    67
Troubleshooting
69
API Extensions
93
- JSP Suffix
  93
- VLEngine HTTP API
  94
  - checkUserCredentials.jsp
    94
  - canMonitorAgentID.jsp
    95
  - getCallToMonitor.jsp
    96
  - getConvoInfo.jsp
    98
  - getAgentList.jsp
    99
  - proxyMonitorAgentForVRU.jsp
    101
  - determineAgentCluster
    102
  - initiateMonitorAgent
    104
  - testEngineServlet.jsp
    105
- PhoneSim HTTP API
  105
  - monitorAgent.jsp
    105
Registry Keys
107
- Changing RSM Registry Keys
  108
- General Registry Keys
  109
  - Version
    109
  - NumClusterConfigs
    109
  - MaxNumRequests
    109
  - ProblemCallMinHolds
    110
  - ProblemCallMinDuration
    110
  - MaxStaleCallDuration
    110
  - SMTP_HostName
    111
  - SMTP_Port
    111
  - SMTP_SenderEmailAddress
    111
  - SMTP_Receiver EmailAddress1
    112
  - SMTP_ReceiverEmailAddress2
    112
  - SMTP_ReceiverEmailAddress3
    112
  - SMTP_ReceiverEmailAddress4
    113
  - VLEngine_LogLevel
    113
  - PhoneSim_LogLevel
    113
  - VLEngine_HostDataIP
    114
  - VLEngine_HTTPListenPort
    114
  - PhoneSim_HTTPListenPort
    114
  - PhoneSim_AudioEncoding
    115
  - PhoneSim_DoHTTPChunkedTransfers
    115
  - PhoneSim_AudioBufferLenToVRU
    115
  - PhoneSim_HostDataIP
    116
  - CTIOS_TraceMask
    116
  - CTIOS_AgentModeTraceMask
    117
  - VLEngine_PassPrefix
    117
- Cluster Configuration Registry Keys
  118

Installation Guide

Size:

1.33 MB
Pages:

134
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

1.1 MB
Pages:

65
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

1.19 MB
Pages:

56
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

1.57 MB
Pages:

180
Language:

English

Maintenance Manual

Table of Contents

Maintenance Manual

Size:

1.33 MB
Pages:

66
Language:

English

Leaflet

Table of Contents

Size:

7.39 MB
Pages:

428
Language:

English

Design Guide

Table of Contents

Size:

12.2 MB
Pages:

388
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

3.03 MB
Pages:

153
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

2.9 MB
Pages:

118
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

2.92 MB
Pages:

116
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

1.29 MB
Pages:

24
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

3.47 MB
Pages:

150
Language:

English

Release Note

Table of Contents

Size:

1.09 MB
Pages:

20
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

3.18 MB
Pages:

157
Language:

English

/en/manuals/1694620/

Table of Contents

Size:

647 KB
Pages:

40
Language:

English

/en/manuals/1694596/

Table of Contents

Size:

7.54 MB
Pages:

249
Language:

English

Installation Guide

Table of Contents

System Overview
13
- RSM Overview
  13
- Call Flow
  14
- RSM Services
  15
  - VLEngine
    15
  - PhoneSim
    15
- Application Connectivity
  16
  - RSM VLAN Configuration
    16
  - Multi-site Deployment
    18
System Requirements
23
- Cisco Hardware and Software Requirements
  23
Pre-Installation Tasks
25
Installation
39
- Patch Installation
  39
- RSM Server Installation
  40
- Configuration Manager
  40
  - Configuration Settings
    41
- VLEngine and PhoneSim Services
  44
- Directory Structure
  45
- Port Numbers Used
  46
- Environment Variables
  46
- Security Settings
  47
  - Host Level Security
    47
  - Network Level Security
    48
VRU Configuration
51
RSM Services
63
- RSM Enable, Check, Restart
  63
- Removing RSM
  64
  - IP IVR Removal
    64
  - CVP Removal
    65
  - RSM Application Removal
    66
  - Unified ICME Removal
    66
  - Unified CM Removal
    67
Troubleshooting
69
API Extensions
93
- JSP Suffix
  93
- VLEngine HTTP API
  94
  - checkUserCredentials.jsp
    94
  - canMonitorAgentID.jsp
    95
  - getCallToMonitor.jsp
    96
  - getConvoInfo.jsp
    98
  - getAgentList.jsp
    99
  - proxyMonitorAgentForVRU.jsp
    101
  - determineAgentCluster
    102
  - initiateMonitorAgent
    104
  - testEngineServlet.jsp
    105
- PhoneSim HTTP API
  105
  - monitorAgent.jsp
    105
Registry Keys
107
- Changing RSM Registry Keys
  108
- General Registry Keys
  109
  - Version
    109
  - NumClusterConfigs
    109
  - MaxNumRequests
    109
  - ProblemCallMinHolds
    110
  - ProblemCallMinDuration
    110
  - MaxStaleCallDuration
    110
  - SMTP_HostName
    111
  - SMTP_Port
    111
  - SMTP_SenderEmailAddress
    111
  - SMTP_Receiver EmailAddress1
    112
  - SMTP_ReceiverEmailAddress2
    112
  - SMTP_ReceiverEmailAddress3
    112
  - SMTP_ReceiverEmailAddress4
    113
  - VLEngine_LogLevel
    113
  - PhoneSim_LogLevel
    113
  - VLEngine_HostDataIP
    114
  - VLEngine_HTTPListenPort
    114
  - PhoneSim_HTTPListenPort
    114
  - PhoneSim_AudioEncoding
    115
  - PhoneSim_DoHTTPChunkedTransfers
    115
  - PhoneSim_AudioBufferLenToVRU
    115
  - PhoneSim_HostDataIP
    116
  - CTIOS_TraceMask
    116
  - CTIOS_AgentModeTraceMask
    117
  - VLEngine_PassPrefix
    117
- Cluster Configuration Registry Keys
  118

Installation Guide

Size:

1.44 MB
Pages:

134
Language:

English

/en/manuals/1694577/

Table of Contents

Size:

1.21 MB
Pages:

30
Language:

English

/en/manuals/1694573/

Table of Contents

Size:

5.45 MB
Pages:

254
Language:

English

Installation Guide

Installation Guide

Size:

360 KB
Pages:

24
Language:

English

Information Guide

Information Guide

Size:

291 KB
Pages:

3
Language:

English

White Paper

Size:

124 KB
Pages:

4
Language:

English

Information Guide

Information Guide

Size:

1.51 MB
Pages:

3
Language:

English

White Paper

Size:

283 KB
Pages:

5
Language:

English

White Paper

Size:

345 KB
Pages:

1
Language:

English

Release Notes

Size:

86.5 KB
Pages:

8
Language:

English

Release Notes

Size:

330 KB
Pages:

12
Language:

English

Release Notes

Size:

309 KB
Pages:

12
Language:

English

Information Guide

Information Guide

Size:

398 KB
Pages:

3
Language:

English

Information Guide

Information Guide

Size:

516 KB
Pages:

3
Language:

English

Licensing Information

Licensing Information

Size:

1.59 MB
Pages:

841
Language:

English

Information Guide

Information Guide

Size:

993 KB
Pages:

2
Language:

English

Installation Guide

Installation Guide

Size:

723 KB
Pages:

20
Language:

English