Release NotesTable of ContentsCisco Unified Contact Center Express Release Notes 10.5(1)1Unified CCX Release Notes 10.5(1)2Introduction to Cisco Unified Contact Center Express, Release 10.5(1)2New and Updated Features for Unified CCX2New Features2Updated Features4Removed Features5Limitations and Restrictions6Caveats10Open Caveats10Resolved Caveats10Closed Caveats13Documentation Feedback13Documentation and Support13Size: 1.12 MBPages: 15Language: EnglishOpen manual
LeafletTable of ContentsTroubleshooting Cisco Customer Response Applications1Contents3Audience9Organization9Related Documentation10Obtaining Documentation11World Wide Web11Documentation CD-ROM11Ordering Documentation11Documentation Feedback12Obtaining Technical Assistance12Cisco.com12Technical Assistance Center13Cisco TAC Web Site13Cisco TAC Escalation Center14Diagnosing and Correcting CiscoCRA Problems15General Troubleshooting Steps16Cisco Agent Desktop Problems17Agent unable to log in to Cisco Agent Desktop17No data appears in the Enterprise Data fields19Cisco CallManager Automated Attendant Problems20Dial by name does not find the specified user20CiscoCallManagerAutomatedAttendant prompt is not played20Cisco CallManager Extension Mobility Problems21The message HTTP Error (12) appears when logging into a phone using CiscoCallManager ExtensionM...21Cisco IP ICD Problems21RM-CM subsystem is out of service22Agent or CSQ does not appear in Cisco Desktop Administrator22Supervisors do not appear in the Cisco Desktop Administrator23Agents do not appear in the Resources area in the ICD Configuration web page23The ICD radio button is not available24You cannot select the order of agents24Changes are not saved when you modify a resource group, skill, resource, or CSQ25An agent does not go to Work state after handling a call25Error when trying to select skills in the Team View pane26IP Phone Agent statistics do not appear26An agent cannot see how many agents are logged in26A media step causes a Could not create PlayPromptDialog Object exception27Calls to ICD route points are disconnected27Cisco IP IVR Problems28Cisco IP IVR drops callers when transferring to an extension28Calls to CTI route points are disconnected28A script is assigned to a route point and set to a language but callers do not hear prompts29Prompts play in an incorrect language29Some prompts do not play30Some prompts in a script play in the language specified and other prompts play in English30A prompt plays phrases in the wrong order31CRA Administration Problems31The CRA Administration Authentication web page is not available31The Unauthorized web page appears when you try to log in32The CRA system logs you out automatically33Error message when selecting a profile33Engine status is unavailable33Changes to certain parameters do not take effect34The Subsystem Status does not show the subsystems that are running on the CRA server35The CTI Route Point Directory Number field does not appear as a drop-down list35The message “The Engine is not running” appears even though the CRA Engine is running.36The Cisco banner appears in English even when the system language is not English36You can configure more IVR ports than are licensed37The correct number of licensed IVR ports does not appear37The message “There has been an error while reading or saving to the database” appears38Attempting to run a real-time report causes an error38Error when choosing an option from the Historical Reporting web page39A JTAPI trigger is not available in the CTI Route Point Directory Number drop-down list after del...40CRA Database Problems41The CRA Databases are not purged as expected41E-mail notification of database purging activities are not sent42Syslog or SNMP trap notification of database purging activities is not sent42CRA Editor Problems43The file license.properties could not be found and the CRA Editor does not install43Parameters from user-defined steps made using the CRA SDK are not configurable from CRA Administr...44Remote functionality is not available in the CRA Editor44Change a string variable to an integer44Accept step error during debug45The prompt “Please try again” plays45CRA Engine Problems46The CRA Engine does not start46The CRA Engine does not start and an RMI port in use error appears47Attempting to start the Cisco CRA Engine service causes an error 106747Attempting to start the Cisco CRA Engine service causes an error 106948Application subsystem is in partial service48The CRA Engine is running but calls are not answered49An error message plays when calling a CTI route point50Changes to applications do not register51Call drops during transfer over gateway51H.323 client DTMF digits not detected52Subsystem status is not available52Subsystem status is incorrect52Redirected call is disconnected53The CRA server runs out of disk space53CRA Server runs at 100% capacity54JTAPI subsystem is in partial service55Unable to connect to JTAPI provider56The Simple Recognition step takes the unsuccessful branch57CRA Historical Reporting Problems58The SQL Command Failed dialog box appears when you try to generate a historical report58Some information appears in English on a German system58The Print dialog box displays an incorrect printer59The Historical Reporting client computer cannot connect to the CRA server59A Database Connection Error 5051 error appears60CRA Installation Problems61The installation program reports that there is not enough memory61LDAP Directory Problems63LDAP configuration error message appears63Nuance ASR Problems64Names are not recognized64Alternate pronunciations and nicknames are not recognized64Speech recognition consistently fails65A call using the Nuance ASR Dialog Channel goes to the default script instead of to the configure...66The ASR subsystem is out of service66Nuance TTS Problems67A TTS Prompt will not play67A TTS prompt is not recognizable68The TTS subsystem is out of service68Serviceability Problems69SNMP-based network management tools cannot monitor CRA components69SNMP traps do not arrive at the trap receiver70Syslog messages not received by receiver71The Alarm Service does not start72Serviceability does not uninstall completely72Size: 580 KBPages: 80Language: EnglishOpen manual
Quick Setup GuideTable of ContentsVoIP Monitoring Concepts7Introduction7Definitions8Capturing an IP Phone Call11Accessing Audio Streams13Identifying Audio Streams15Packet Capture Methods16Desktop Capture Method17Server Capture Method18Unified CM Capture Method19Deployment Issues23Introduction23Remote Agents23Mobile Agents25Packet Capture Methods Used in Cisco Monitoring and Recording Software26Cisco Agent Desktop26Quality Monitoring27NDIS-Compliant NICs29Agent Phones29Desktop Capture Method29Server Capture Method30Unified CM Capture Method30SPAN30RSPAN32VLANs34Port Traffic Direction36Media Mixing40Gateway SPAN Sniffing42Trunk Port Monitoring43MAC Address Changes Due to Layer 2 Routing Devices43Server Capacity46Number of SPAN Sessions46Network Traffic Restrictions on Destination Ports47Switch Operating System Version47Examples of Deployment Planning48Example 1: ABC Company Deployment49Example 2: International Sprockets Deployment51Example 3: Redundant Systems Inc. Deployment53The NIC Qualification Utility59Overview59Assumptions61Utility Syntax62Running the NICQ Utility62Output From the NIC Qualification Tool63NICQ Tests65Test 1—Check Driver Status65Test 2—Retrieve List of Valid Network Adapters65Test 3—Capture Packets65Test 4—Detect Attached IP Phones66Test 5—Detect Promiscuous Traffic68Successful Test Report Example68Using Multiple NICs with the VoIP Monitor Service71Limitations72Issues73Installing a Second NIC in a VoIP Monitor Service Server74Additional Configuration Steps74Troubleshooting VoIP Monitoring and Recording77Introduction77Troubleshooting78Identifying the Problem’s Location78Common CAD Issues82Common Recording Solution Live Monitoring and Recording Issues82Agent not on the Live Monitoring agent list84Error trying to live monitor an agent84Agent calls not recorded85Audio recordings contain no speech85Recordings for SPAN-configured agents are on the agent desktop86Call recordings contain pops and clicks86Call recordings are poor quality87Portions of an audio call are missing88Troubleshooting Procedures89Verifying Sound Card Functionality89Verifying Registry Settings90Verifying that the Correct NIC Is Being Used90Testing the Sniffing Adapter90Testing the Desktop Monitor Library91Verifying that Required Applications are Running91Opening a TAC Case92Cisco Catalyst Switch Capabilities93SPAN-Related Feature Descriptions95Supported IP Phones97Desktop Capture Method97Server Capture Method97Unified CM Capture Method98Configuring Unified CM for VoIP Monitoring99Configuring Unified CM for Desktop Monitoring99Configuring Unified CM for Server Monitoring100Configuring Unified CM for Unified CM-based Monitoring (Unified CCE Only)100Requirements for Mobile Agent Monitoring and Recording (Unified CCE Only)100Size: 2.94 MBPages: 102Language: EnglishOpen manual
Troubleshooting GuideTable of ContentsCisco Unified Contact Center Express Servicing and Troubleshooting Guide1Contents3Preface13Purpose13Audience13Organization13Related Documents14Conventions15Obtaining Documentation, Obtaining Support, and Security Guidelines15Documentation Feedback15Serviceability17About Serviceability19About Cisco Unified CCX Serviceability19Serviceability Support19CiscoWorks Support20Syslog Support21Remote Serviceability21Cisco Unified CCX Call Statistics, Recording, and Monitoring Server Serviceability Support22Simple Network Management Protocol Support23About Simple Network Management Protocol23SNMP Basics24SNMP Agent and Subagents24SNMP Management Information Base24SYSAPPL-MIB25CISCO-VOICE-APPS-MIB28CISCO-CDP-MIB28SNMP Traps28SNMP Trap Messages29Failover Traps29Setting up SNMP Traps29Setting the SNMP Trap Receiver30Setting the SNMP Community Names30Starting, Stopping, and Confirming the SNMP Service31Snapshot of Traps during Startup32Snapshot of Traps During Shutdown32Alarm Service35About Alarms35Cisco Unified CCX Alarm Service35Starting and Confirming the Alarm Service36Configuring the Alarm Service37Viewing Alarm Messages38Viewing Alarm Messages Sent to a Syslog Server38Viewing Alarm Messages Sent to an SNMP Trap Receiver39Viewing Alarm Messages Sent to a Windows Event Log39Alarm Definitions39Finding Information About an Alarm40Trace41About Trace Files41The Component Trace File42Configuring the Component Trace File42Trace Level Options43Setting Trace Level Options47Viewing and Interpreting the Trace Files48Displaying a Trace File48Interpreting a Trace File48The Thread Dump Trace File49Writing to the Thread Dump Trace file49Displaying the Thread Dump Trace File49The Cisco Unified CCX Log Files50Cisco Desktop Product Suite Installation Logs51Cisco Unified CCX Log Collection Tool52Cisco Discovery Protocol Support53About the Cisco Discovery Protocol53Using the CDP Driver54Accessing CDP Driver Control54Installing the CDP Driver54Starting the CDP Driver54Enabling the CDP Driver55Showing the CDP Driver Properties55Updating an IP Address for the CDP Driver56Locating Updated CDP Driver and Interface Files56Default CDP Settings56Cisco Support Tools57About Cisco Support Tools with Cisco Unified CCX57Accessing Cisco Support Tools57Troubleshooting59Diagnosing and Correcting Cisco Unified CCX Problems61General Troubleshooting Steps61Troubleshooting Tips63Installation Problems64One node on a Cisco Unified CCX 7.0(1) two-node cluster crashes beyond repair64Backup, Restore, and Update Problems65Backup, Restore, and Upgrade cannot be started from a client desktop65During Backup, Restore, or Upgrade, an exception is seen in user interface65Backup failed for a One or Two-Node system66CRS 4.5 profile name is missing66Page Not Found message is displayed during Restore or Upgrade67Restore fails due to a file not being found67Restore failed for a one-node system68Restore failed on a two-node system that had run before the Restore68Restore failed on a two-node system that was re-imaged69Some RmCm configuration is missing after upgrade70During the backup process, the backup window is accidentally closed70Restore error in HA deployment when tape drive moved71Restore error in HA deployment when backup and restore is performed on different nodes71Failure when Updating Outbound Subsystem Configuration71Cisco Unified Communications Manager Enterprise Telephony subsystem Problems71A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service72Cisco Unified Communications Manager Automated Attendant Problems72Dial by name does not find the specified server72Automated Attendant prompt is not played73Cisco Unified Communications Manager Express Problems73Agent cannot log in on shared line73Agent cannot log in on restricted line73When agent drops from conference, all parties on conference are dropped74Cisco Unified CME triggers with 2811/CME router are not working74Pressing '#' truncates the prompt and the prompts that follow are not played74Cisco Unified CCX Problems75RmCm subsystem is out of service75RmCm subsystem remains INITIALIZING76RmCm remains in Initializing state76Agents, Supervisors, or Teams are out of synch76Agent or CSQ does not appear in CDA77Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page77You cannot select the order of agents77Agent does not go to Work state after handling a call77A media step causes a Could not create PlayPromptDialog Object exception78Unable to make any Cisco Unified CCX configuration changes78Some resource selection criteria are missing78Unable to record an agent79Sometimes the supervisor can monitor and record an agent and sometimes he cannot79Calls to Cisco Unified CCX route points are disconnected79Calls are not routed to agents79Agents do not show in a CSQ80Updating a NIC driver disables silent monitoring and recording80Agent alternates between Reserved and Ready state80Agent in Reserved state but the consult transfer fails repeatedly80Call fails if agent doesn’t pick the call in the first two rings81Cisco Unified IP IVR Problems82Cisco Unified IP IVR drops callers when transferring to an extension82Prompts play in language82Some prompts do not play83Some prompts in a script play in the language specified and other prompts play in English83A prompt plays phrases in the wrong order83Cisco Unified CCX Administration Problems83The Cisco Unified CCX Administration Authentication web page is not available84Uploading a license file can result in a warning message85User cannot log in to the Cisco Unified CCX web page85Refreshing subflow script does not update parent scripts85Cisco Unified CM users display in random order85Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server86Database table fields used by wallboard store data in milliseconds86Management pages display error message when selected86Zip file does not auto unzip on Document Management page87Invalid files message displays while uploading a zip file of prompts87A Component Manager goes into partial service when uploading a zip file88High call rejection rate under heavy load88Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file89Callers hear a fast busy while calling the JTAPI triggers89Cisco Unified CCX Admin Utility Problems89The cluster is not in synchronization90Cisco Unified CCX Admin Utility exits or does not come up after login90The Cisco Unified CCX Admin Utility fails due to data corruption90The Cisco Unified CCX Admin Utility will not run on a non bootstrap node91The Cisco Unified CCX Admin Utility will not run since the Node Manager hung91Cisco Unified CCX Database Problems91Cannot configure Application or System parameters from their pages in Cisco Unified CCX Administration92HR client login error92Cannot activate DB components on HA node92Cisco Unified CCX Databases are not purged as expected92Historical Database db_cra is full93E-mail notification of database purging activities is not sent93Syslog or SNMP trap notification of database purging activities is not sent94Cisco Unified CCX Editor Problems94Change a string variable to an integer94Accept step error during active debug94Error occurs with Reactive Debugging Tool95Agent automatically put into Ready state95Agent has invalid state transition from Reserved to Available to Talking95Cisco Unified CCX Engine Problems95Agent cannot go Ready after logging in97Voice Browser step throws an exception97Cisco Unified CCX Engine does not start and an RMI port in use error appears97Attempting to start the Cisco Unified CCX Node Manager service causes an error 106798Attempting to start the Cisco Unified CCX Node Manager service causes an error 106998Application subsystem is in partial service99Cisco Unified CCX Engine is running but calls are not answered99Changing the time in Cisco Unified CCX machines results in agents getting logged off100An error message plays when calling a CTI route point100Changes to applications do not register101Call drops during transfer over gateway101H.323 client DTMF digits not detected101Redirected call is disconnected102The Cisco Unified CCX server runs out of disk space102Cisco Unified CCX Server runs at 100% capacity or is slow103Database Subsystem goes into partial service104JTAPI subsystem is in partial service104Unable to connect to JTAPI provider105The Simple Recognition step takes the unsuccessful branch105Calling party and Cisco Unified CCX do not have common codec106Prompts with incorrect codec being played out106Prompt Exception in Cisco Unified CCX Engine log file106Cisco Unified CCX Engine does not start106Application subsystem in partial service and application running for an unexpectedly long time107Cisco Unified CCX Server and Active Directory integration results in some services being unregistered107Cisco Unified CCX Real-Time Reporting Problems108Attempting to run a real-time report causes an error108After installing JRE, the user receives a message from real-time reporting saying to install JRE108Contact entry is stuck in real-time reporting109Cisco Unified CCX Historical Reporting Problems110Exported PDF report does not print in landscape orientation111User login missing in Windows XP after installing HR client111Client and Server security policies do not match111Charts do not appear properly in MS Excel format112Columns of data missing in report in MS Excel format112Records truncated in report in MS Excel format112Agent names overwritten on charts112RTF Report containing charts has tabular report headings113Scheduler icon does not appear on Terminal Services client113Scheduler stops working with an error in logs113Reports do not execute at scheduled times113Search dialog box and Preview tab appear in English on Windows system with locale set to German114Dialog box does not appear as expected when report is exported114Error when choosing an option from the Historical Reporting web page114Truncated report description in Historical Reports client115Scheduled Historical Reports do not run115The SQL Command Failed dialog box appears when you try to generate a historical report115Some information appears in English on a German system116The Historical Reports client computer cannot connect to the Cisco Unified CCX server116A Database Connection Error 5051 error appears116Export file name does not appear in Export dialog box117Cannot point to local applications from the Database Server Configuration page117Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting client fails and an error message is returned118Only three report templates are available for Cisco Unified CCX Standard118Discrepancy in number of ACD calls shown on custom reports119Priority Summary Activity Report chart prints only partly in color119Scheduled Historical Reports do not run and message appears in CiscoSch.log file119Historical Reporting Client window shows nothing in the user drop-down menu120Historical Reporting Client stops working; attempt to log in again results in error messages120Scheduler DOS exception error received when running a custom report121Columns displaced in Excel spreadsheet when exporting a report121Scheduler icon does not appear in Windows status bar121Error message appears indicating connection with database is broken122Automatic Speech Recognition Problems122Names are not recognized122Recognition never times out123Alternate pronunciations and nicknames are not recognized123Reduced call completion rate under heavy load while using an MRCP ASR Group123MRCP ASR subsystem is out of service124Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect124Calling a route point with an MRCP ASR Dialog Group results in default treatment125Outbound Problems126Agent does skip or skip-close but does not stay reserved126Agent is not getting callbacks126Agent is ready but does not get an Outbound call for up to Two minutes127Errors placing Outbound calls127Not all contacts get imported127On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem127Outbound buttons do not show up on CAD128Outbound buttons show up but are disabled on CAD128Outbound calls are not getting dialed128Outbound call volume is low129Outbound System Service is not in service129RTR Outbound reports do not show all possible reclassification129Text-to-Speech Problems129Provider becomes IN_SERVICE immediately130TTS Prompt does not play130TTS prompt is not recognizable131MRCP TTS subsystem is out of service131Long TTS prompts consume significant memory on Cisco Unified CCX Server131Non-UTF-8 characters needed for some languages132A .wav file prompt playback is garbled when played by a TTS server132Changes, additions, or deletions to MRCP TTS Providers, MRCP Servers, locales, or genders do not take effect133Serviceability Problems134SNMP-based network management tools cannot monitor Cisco Unified CCX components134File Manager in partial service135SNMP traps do not arrive at the trap receiver135Syslog messages not received by receiver136The Alarm Service does not start136Serviceability does not uninstall completely137Updating Data with the Serviceability Tool on One Node does not Update Other Nodes137Virus Scan software slows Call Completion Rate137Cisco Unified CCX Internationalization Problems138Results not as expected for first name and last name in Chinese, Japanese, and Korean138Language specified is not accepted or played138VXML Problems139Voice Browser Step troubleshooting steps139Timeout attribute for non-input does not work140Menu Choice DTMF does not work140High Availability and Bootstrap141Transaction Manager cannot start141Have an exception on startup with a message like "unable to recover transaction" or an error message related to reading or modifying the "Tx.per" file.141High Availability and Failover142Conflicts in Datastore Control Center history142Cannot make configuration changes in HA cluster143Cannot make configuration changes in RmCm Subsystem143Service constantly shows Invalid143Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure144Cluster is in partial service144Server is in partial service144Cisco Unified CCX does not accept a call or function properly145Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center145Cluster time synch fails145Cisco Unified CCX Servers respond slowly in a High Availability environment146Multiple failovers with high CPU usage146VoIP Monitor Problems146VoIP monitor does not work correctly146Cisco Unified CCX fails to start147VoIP Monitor tab of the CDA gives an error147VoIP Monitor does not list some phone devices147CDP Problems148CDP Protocol Driver missing in Device Manager148Index149Size: 4.57 MBPages: 154Language: EnglishOpen manual
User GuideTable of ContentsCisco CRS 历史报表用户指南,版本 5.0(1)1Cisco Unified Contact Center Express、Cisco Unifie1前言9概述9读者9组织结构10相关文档10约定11获取文档12Cisco.com12产品文档 DVD12订购文档13文档反馈13Cisco 产品安全性概述13报告 Cisco 产品存在的安全性问题14产品注意和问题信息汇总15获取技术援助15Cisco 支持网站15提交服务请求16服务请求严重性定义17获取其他出版物和信息17概述19系统数据库20Cisco CRS 历史报表客户端界面20启动 Cisco CRS 历史报表客户端23更改登录和服务器信息24退出 Cisco CRS 历史报表客户端24获取联机帮助25故障转移25安装与配置27前提条件27安装 Cisco CRS 历史报表客户端28重新安装 Cisco CRS 历史报表客户端31升级 Cisco CRS 历史报表客户端32赋予用户访问 Cisco CRS 历史报表的权限34配置文件37hrcConfig.ini 配置文件38sch.ini 配置文件41更改客户端语言43历史报表说明45报表概述46报表详细信息51已放弃呼叫详细活动报表53已中断已拒绝呼叫的详细数据报表54座席呼叫汇总报表56座席详细数据报表58座席登录登出活动报表60座席未就绪原因代码汇总报表62座席状态详细数据报表64座席状态汇总报表(按座席统计)66座席状态汇总报表(按时间间隔统计)68座席汇总报表70座席摘要数据详细信息报表73座席摘要数据汇总报表74应用程序性能分析报表76应用程序汇总报表77呼叫自定义变量报表79被叫号码汇总活动报表83通用技能联系服务队列活动报表(按时间间隔统计)84联系服务队列活动报表87联系服务队列活动报表(按联系服务队列统计)89联系服务队列活动报表(按时间间隔统计)92联系服务队列呼叫分布汇总报表96联系服务队列优先级汇总报表98联系服务队列服务级别优先级汇总报表99CSQ - 座席汇总报表100按呼叫 CCDR 统计的详细呼叫报表102呼叫、联系服务队列、座席详细报表105多通道座席联系人汇总报表108多通道座席登录登出活动报表110多通道联系服务队列活动报表112去话座席详细数据性能报表114去话项目执行汇总报表117优先级汇总活动报表119远程监控详细报表121通信量分析报表123报表脚注124生成历史报表125常规报表设置125选择要生成的报表126在报表中包括图表127选择报表的日期和时间范围127详细数据报表设置128指定排序方法129指定筛选参数130保存和加载报表设置131保存报表设置132加载报表设置133更改和保存报表设置134示例历史报表134报表查看器135查看报表136更改显示大小137翻阅报表137查找并移至特定文本138显示有关组的信息139用组树显示组信息141通过报表图表显示组信息141打印报表142导出报表142历史报表日程安排145安排报表中的信息146日程安排建议147日程安排程序147安排报表的常规设置148选择要进行日程安排的报表149在安排报表中包括图表150选择是打印还是导出安排报表150打印安排报表151导出安排报表151安排报表的详细设置153选择日程设置154保存日程158查看和删除日程159排列显示顺序160删除日程160处理错过的日程161日志文件163日志文件概述164客户端系统日志文件164历史报表客户端日志文件165日程安排程序日志文件166在客户端系统上打开日志文件166客户端系统上日志文件的解释说明167服务器日志文件168数据库日志文件168Servlet 日志文件170Cisco CRS 原因代码171关于原因代码172系统生成的原因代码事件172AGT_RELOGIN173CLOSE_CAD173CONNECTION_DOWN173CRS_FAILURE174AGT_RNA174AGT_OFFHOOK174AGT_RCV_NON_ICD174AGT_LOGON175PHONE_DOWN175WORK_TIMER_EXP175CM_FAILOVER175PHONE_UP176CALL_ENDED176DEVICE_RESTRICTED176LINE_RESTRICTED177术语表179A179B179C180D184E185F185G185H185I186J186K188L188M189P190Q190R191S191T192V193W193X193Y194Z194字母197A197B198C198D198F198G199H199J199K199L199P199Q199R200S200T200W200X200Y201Z201Size: 2.1 MBPages: 202Language: 中文(zhōngwén)Open manual
User GuideTable of ContentsGuida utente di Report cronologia Cisco CRS, versione 5.0(1)1Cisco Unified Contact Center Express, Cisco Unified IP IVR e Cisco Unified Queue Manager marzo 20071Sommario3Prefazione9Panoramica9Destinatari9Struttura10Documentazione correlata11Convenzioni11Come ottenere la documentazione13Cisco.com13DVD relativo alla documentazione sui prodotti13Come ordinare la documentazione14Commenti sulla documentazione14Panoramica sulla protezione dei prodotti Cisco14Segnalazione di problemi di protezione dei prodotti Cisco15Avvisi sui prodotti e notifiche ai clienti16Come ottenere assistenza tecnica16Sito Web del supporto Cisco17Inoltro di una richiesta di assistenza18Classificazione del livello di gravità delle richieste di assistenza19Come ottenere documentazione e informazioni aggiuntive20Panoramica23Database di sistema24Interfaccia del client Report cronologia Cisco CRS24Avvio del client Report cronologia Cisco CRS27Modifica delle informazioni relative all'accesso e al server28Uscita dal client Report cronologia Cisco CRS29Guida in linea29Failover29Installazione e configurazione31Prerequisiti31Installazione del client Report cronologia CiscoCRS32Reinstallazione del client Report cronologia CiscoCRS35Aggiornamento del client Report cronologia CiscoCRS36Accesso degli utenti a Report cronologia CiscoCRS38File di configurazione42File di configurazione hrcConfig.ini44File di configurazione sch.ini47Modifica della lingua del client50Descrizioni di Report cronologia51Panoramica dei report52Dettagli sui report57Report attività dettagli chiamate abbandonate59Report dettaglio chiamate annullate e rifiutate61Report di riepilogo chiamate agente64Report dettagli agente66Report attività di disconnessione/connessione agente69Report di riepilogo codici motivo agente Non pronto71Report dettaglio stati agente74Report riepilogo stato agente (per agente)76Report riepilogo stato agente (per intervallo)79Report riepilogo agente81Report dettagli dati riepilogo agente85Report dati di riepilogo agente87Report analisi prestazioni applicazione90Report di riepilogo applicazioni91Report variabili personalizzate chiamate94Report attività riepilogo numeri chiamati99Report attività CSQ di livello comune (per intervallo)100Report attività CSQ104Report attività CSQ (per CSQ)107Report attività CSQ (per intervallo)110Report di riepilogo distribuzione chiamate CSQ114Report di riepilogo priorità CSQ117Report di riepilogo priorità a livello di servizi CSQ118CSQ - Report di riepilogo agente120Report dettagli chiamate per CCDR chiamata122Dettaglio chiamata, CSQ, Riepilogo agente126Report di riepilogo contatti agente a più canali129Report attività di disconnessione/connessione agente a piùcanali132Report attività CSQ a più canali135Report prestazioni dettaglio agente in uscita138Report di riepilogo campagna in uscita141Report attività riepilogo priorità145Report dettaglio monitoraggio remoto147Report analisi traffico150Note a piè di pagina dei report152Generazione di report cronologici153Impostazioni generali del report154Scelta del report da generare154Inclusione di grafici in un report155Scelta dell'intervallo di date e orari per un report156Impostazioni dettagliate dei report156Indicazione di un metodo di ordinamento158Indicazione di un parametro di filtro159Salvataggio e caricamento delle impostazioni deireport160Salvataggio delle impostazioni dei report161Caricamento delle impostazioni dei report162Modifica e salvataggio delle impostazioni dei report163Report cronologici di esempio164Visualizzatore report164Visualizzazione dei report167Modifica della dimensione della visualizzazione168Spostamento nel report168Individuazione di un testo specifico e spostamento su di esso169Visualizzazione delle informazioni sui gruppi170Visualizzazione delle informazioni sui gruppi utilizzando la struttura dei gruppi172Visualizzazione delle informazioni sui gruppi dai grafici dei report173Stampa dei report173Esportazione dei report174Pianificazione di report cronologici177Informazioni incluse nei report pianificati178Consigli per la pianificazione180Operazioni pianificate180Impostazioni generali dei report pianificati182Scelta del report da pianificare183Inclusione di grafici in un report pianificato183Scelta della stampa o dell'esportazione di un report pianificato184Stampa di un report pianificato184Esportazione di un report pianificato185Impostazioni dettagliate dei report pianificati187Scelta delle impostazioni di pianificazione188Salvataggio di una pianificazione192Visualizzazione ed eliminazione delle pianificazioni192Disposizione dell'ordine di visualizzazione193Eliminazione delle pianificazioni194Gestione delle pianificazioni mancanti194File di registro197Panoramica sui file di registro197File di registro del sistema client198File di registro del client Report cronologia199File di registro di Operazioni pianificate200Apertura dei file di registro nel sistema client200Interpretazione dei file di registro nel sistema client202File di registro server202File di registro database203File di registro servlet205Codici motivo Cisco CRS207Informazioni sui codici motivo208Eventi dei codici motivo generati dal sistema208AGT_RELOGIN209CLOSE_CAD209CONNECTION_DOWN210CRS_FAILURE210AGT_RNA210AGT_OFFHOOK210AGT_RCV_NON_ICD211AGT_LOGON211PHONE_DOWN211WORK_TIMER_EXP211CM_FAILOVER212PHONE_UP212CALL_ENDED212DEVICE_RESTRICTED213LINE_RESTRICTED213Glossario dei termini215A215C216D221E222F222G223I223J224L224M225N226O226P226R228S229T232V233X234A235C235D235E235F235G236H236I236J236L237M237O237P237R238S239V239X239Size: 2.47 MBPages: 240Language: ItalianoOpen manual
Troubleshooting GuideTable of ContentsIntroduction7CAD Documentation7Obtaining Documentation and Submitting a Service Request7Documentation Feedback8CAD 10.5 Applications9Version Information10CAD Services on Unified Communications Operating System11Guidelines for Sizing Deployments11CAD Services Autorecovery12Fault Tolerance12Agent Desktop and Supervisor Desktop13BIPPA Service14VoIP Monitor Service14Agent E-Mail14Command Line Interface Tool and Commands15Executing CLI Commands15CLI Command Syntax15Preferences and Configuration Files22Preferences23Site Setup24BIPPA25Enterprise Service26Recording and Playback Client27Recording & Playback Service28VoIP Monitor Client29VoIP Monitor Record Client (Optional)29VoIP Monitor Service30Troubleshooting31Services31Restarting Services31Service Names/Executables31CAD License Usage32Recovering the LDAP Services Database34Corrupted LDAP Services Database34Diagnostic Procedures35Basic Checks35Active Service Check35Preferences Check35Memory and CPU Check35Network Check36Blocked Ports Check37CAD Desktop Applications in Windows39CAD Desktop Applications Autorecovery39Agent Desktop and Supervisor Desktop39Technical Package Information40Service Connection Types and Port Numbers40Registry Entries42Site Setup43Enterprise Service45Recording & Playback Client46Exporting Recordings From CAD47Setting the uccxrecording User Password48Running the Conversion Batch File Automatically48About the RAW Format49About the raw2wav Conversion Utility49Diagnostic Procedures50Basic Checks50Active Service Check50For Nonredundant Systems50For Redundant Systems50E-Mail Connectivity Check50Testing Connections Using Outlook51Testing Connections Using Telnet51Connecting to SMTP using Telnet52Registry Check53Network Check53Memory Check54CPU Check55Blocked Ports Check55Application Behavior under Microsoft Windows Power Options57Configuration Files and Logs59Introduction59Event, Error, and Chat Logs60Cisco Agent Desktop Chat Logs63Configuration Files64Configuring the Recording and Statistics Service65Monitoring, and Debugging/Logging67Monitoring and Changing CAD Services Status67Logging into Unified CCX Serviceability and Monitoring CAD Services67Changing CAD Services Status69Debugging Logs70Configuring Debugging70Debugging Thresholds71Configuring Debugging Thresholds for CAD Services, Desktop Administrator, Backup and Restore, and Desktop IP Phone Agent Service71Enabling Debugging for Java Applications73Configuring Debugging for non-Java Applications74Collecting Log Files75Known Problems With Workarounds77Agent Desktop Problems77Agent E-Mail Problems101Backup and Restore Problems115CAD Service Problems116Chat Problems119Call/Chat Service Problems120Desktop Administrator Problems121Desktop Work Flow Administrator Problems128Enterprise Data Problems131Enterprise Service Problems132Installation Problems133IP Phone Agent Problems134LDAP Monitor Problems138Recording and Statistics Service Problems139Recording, Monitoring, and Playback Problems140Supervisor Desktop Problems152Sync Service Problems161Unified CCX License Administration Problems162VoIP Monitor Problems163Index165Size: 1.52 MBPages: 166Language: EnglishOpen manual
User GuideTable of ContentsGuide d'utilisation des rapports Cisco Unified Contact Center Express 10.5(1)1Table des matières3Préface7Historique des modifications7À propos de ce guide7Public visé8Documents connexes8Documentation et assistance8Remarques concernant la documentation9Démarrage11Présentation11Termes courants12Utilisateurs autorisés12Rapports disponibles13Rapports historiques13Rapports de données en temps réel17Démarrer Unified Intelligence Center19Approuver le certificat auto-signé.19Afficher l'aide21Obtenir de l'aide sur Cisco Unified Intelligence Center21Accéder à l'aide des rapports21Gérer et générer des rapports23Gestionnaire de rapports23Générer des rapports25Approuver les certificats auto-signés pour les rapports de données temps réel26Visionneuse de rapports27Visionneuse de rapports historiques27Visionneuse de rapports de données en direct28Enregistrer un rapport de stock29Importer des rapports30Exporter des rapports31Filtrer les données des rapports33Présentation33Types de filtres33Configurer un filtre de plage de dates34Configurer un filtre de liste de valeurs ou de collection34Configurer les filtres avancés36Planifier les rapports39Présentation39Créer un calendrier pour un rapport40Configurer un rapport planifié pour être envoyé par e-mail41Configurer un rapport qui doit être publié sur un emplacement distant43Tableaux de bord45Présentation45Créer un tableau de bord45Ajouter des éléments à un tableau de bord46Créer des sous-catégories47Liens permanents49Présentation49Créer un lien permanent pour un tableau de bord50Créer un lien permanent pour un rapport50Créer des liens permanents pour des Gadgets Finesse équivalents à des Rapports de données en temps réel51Liens permanents des rapports de données en temps réel des superviseurs52Personnalisations visuelles55Présentation55Créer une vue de grille55Créer une vue de la jauge56Créer une vue graphique57Regroupement59Définir des indicateurs de seuil pour les champs61FAQ63Présentation63Général64Disponibilité des données de rapports66Rapprochement des données entre les rapports69Rapport d'activité Détail des appels abandonnés73Résumé des appels d'agent74Rapport détaillé Agent75Rapport d'activité Connexion/déconnexion de l'agent75Résumé de l'état de l'agent par agent76Résumé Agent76Rapport Analyse des performances de l'application77Rapport des variables personnalisées des appels77Rapport d'activité des files d'attente de service de contact avec compétences communes78Rapport d'activité File d'attente de service de contact78Rapport d'activité des files d'attente de service de contact (par file d'attente)79Rapport détaillé CCDR appel par appel81Rapport horaire d'utilisation de licence82Rapport Analyse du trafic82Glossaire83Rapprochement des données entre les rapports89Size: 3.19 MBPages: 90Language: FrançaisOpen manual
User GuideTable of ContentsGuide d'utilisateur du bureau Finesse des agents et superviseurs pour Cisco Unified Contact Center Express, version 10.5(1)1Table des matières3Préface7Historique des modifications7À propos de ce guide8Public visé8Documents connexes8Documentation et assistance8Rétroaction de documentation9Interface du bureau Cisco Finesse11Bureau d'agent Finesse11Bureau du superviseur Finesse12Minuteurs des appels et d'état13Comportement du navigateur14Les paramètres du navigateur pour Internet Explorer15Basculement du bureau Finesse16Basculement et appels sortants16Prise en charge d'une session de bureau par agent17Tâches courantes19Connexion au bureau Finesse19Accepter les certificats de sécurité20Accepter les certificats du Gadget des données en temps réel22Accepter les certificats des multisessions de clavardage23Déconnexion du bureau Finesse24Rapports de données en temps réel24Accès aux données en temps réel24Rapports de données en temps réel25Tâches Call-Related27Modifier votre état27Faire un appel28Pour répondre à un appel28Répondre à un appel de prévisualisation directe sortante29Reclasser un appel de prévisualisation directe sortante29Planifier un rappel30Lancer un appel de consultation31Envoyer DTMF31Appliquer un motif de Post-appel32Tâches Chat-Related35Gadget Contrôle des clavardages35Modifier votre état36Accepter un clavardage36Gadget Gérer les clavardages37Tâches des superviseurs39Afficher les performances de l'équipe39Modifier l'état d'un agent39Surveiller un appel40Intervention sur un appel41Intercepter un appel41Rechercher et lire un appel enregistré42Dépannage43Le clavardage ne fonctionne pas à cause de pannes temporaires43Vous n’êtes pas configuré pour le clavardage43Une erreur est survenue lors de la connexion au salon de clavardage44Clavardage déconnecté44Impossible de charger des réponses prédéfinies44Le gadget Gérer les clavardages est vide44Guides de données en temps réel45Rapports de l'agent45Rapport statistique d'agent CSQ45Rapport du journal d'état de l'agent46Rapport des statistiques de l'agent50Rapport de synthèse de l'équipe d'agent51Rapports de superviseur55Rapport de synthèse d'agent de l'équipe d'appels sortants55Rapport statistique sur l'agent de clavardage57Rapport de synthèse de la file d'attente de service de contact de clavardage59Rapport d'état de l'équipe61Rapport de synthèse de l'équipe61Rapport détaillé d'agent de file d'attente de service de contact (CSQ) vocale64Rapport de synthèse de file d'attente de service de contact vocale68Activer le champ Appels en attente en mode instantané du rapport de synthèse de file d'attente de service de contact vocale70Size: 2.82 MBPages: 72Language: FrançaisOpen manual
Technical ReferencesTable of Contents1 Barre d'outils22 Tâches courantes2Transfert d'un appel2Réalisation d'une conférence téléphonique2Numérotation pendant un appel2Envoi d'un message de discussion2Utilisation du navigateur intégré (version premium uniquement)1Affichage des rapports de l'agent11 Barre d'outils42 Tâches courantes4Contrôle d'un agent4Intervention sur un appel4Interception d'un appel4Enregistrement d'un appel4Écoute des enregistrements4Changement de l'état d'un agent4Envoi de messages de discussion4Envoi d'un message relatif aux performances de l'équipe (TPM)3Affichage des rapports de l'équipe3Affichage des rapports de l'agent3Définition des préférences des rapports31 Connexion62 Écran IP Phone Agent63 Tâches courantes6Modification de l'état de l'agent6Saisie d'un code de raison6Affichage de statistiques sur les files d’attente du service de contact6Affichage des données de l’appelant6Enregistrement d'un appel (versions étendue et premium uniquement)6Notification de contrôle/enregistrement54 Déconnexion5Size: 695 KBPages: 6Language: FrançaisOpen manual
User GuideTable of Contents1 Introduction2How Is it Helpful?2What Can it Do?2What You Need22 Installation Procedure33 Setting-Up Cisco Mobile Supervisor34 Using Cisco Mobile Supervisor45 Exiting Cisco Mobile Supervisor56 Restrictions and Workarounds57 Obtaining Documentation and Submitting a Service Request6Obtaining Technical Assistance6Documentation Feedback6Size: 188 KBPages: 6Language: EnglishOpen manual
User GuideTable of Contents1 Introduction2How Is it Helpful?2What Can it Do?2What You Need22 Installation Procedure33 Registering Cisco Mobile Supervisor34 Setting-Up Cisco Mobile Supervisor45 Using Cisco Mobile Supervisor56 Changing an Agent’s State67 Sending Log Files by Email78 Obtaining More Information79 Using Other Languages810 Exiting Cisco Mobile Supervisor811 Restrictions and Workarounds812 Obtaining Documentation, Obtaining Support, and Security Guidelines913 Providing Documentation Feedback9Size: 233 KBPages: 10Language: EnglishOpen manual
Technical ReferencesTable of ContentsCisco Unified CCX Database Schema Guide, Release 10.5(1)1Contents3Preface5Database Schema9General Database Concepts9Tables, Columns, and Rows9Table Relationships10Database Table Details10Overview of Tables11AgentConnectionDetail13AgentStateDetail15AreaCode16Campaign17CampaignCSQMap20CampaignData20ChatProblemStatement21ChatTriggerPoint22ChatUserForm23ChatWidget24ContactCallDetail24ContactQueueDetail30ContactRoutingDetail32ContactServiceQueue33CrsApplication36CrsGroup37CrsTrigger39DialingList41DialingListHistory46MonitoredResourceDetail49ProfileIDMapping51RemoteMonitoringDetail52Resource54ResourceGroup56ResourceSkillMapping56RmonCSQConfig57RmonResConfig58RmonUser59RtCSQsSummary60RtICDStatistics61Skill63SkillGroup64Supervisor65Team66TeamCSQMapping67TextAgentConnectionDetail68TextAgentStateDetail69TextContactDetail70TextContactQueueDetail73TextCustomer Detail74WorkflowTask75EEMActiveEmail76EEMContactEmailDetail77EEMEmailAgentStateDetail79EEMEmailStatusDescription80EEMQueueAgentDetail80EEMReasonCodeDescription82EEMStateDescription82EEMTablesVersion82Index85Size: 2.87 MBPages: 94Language: EnglishOpen manual
User GuideTable of ContentsIntroduction7What’s New in This Release7Obtaining Documentation and Submitting a Service Request7Documentation Feedback8Supervisor Desktop Feature Levels9Starting Supervisor Desktop10Logging into Cisco Unified Presence11Access Through a VPN From Behind a NAT Firewall or Router12VPN Tunneling12Automated Updates14CAD Desktop Applications14Java Runtime Environment15The Supervisor Desktop Window16Setting Preferences18Agents Tree21Formatting Agent Names in the Agents Tree22Restoring the Interface Default Layout22Agent E-Mail Viewer23Accessibility24Toolbar Buttons and Shortcut Keys24Integrated Browser Pane27Status Bar27Real Time Displays28Agent – Agent vs. Team Summary29Agent Contact – Active Call32Agent Contact – Active E-Mail32Agent Contact – Enterprise Call History33Agent Contact – Enterprise Data34Agent Logs – Call34Agent Logs – State34Agents – Team State35Agents – Team Summary36E-Mail CSQ – Assigned37E-Mail CSQ – Detail38E-Mail CSQ – Queued39E-Mail CSQ – Resolved40E-Mail CSQ – Summary41E-Mail CSQ – Team Summary42Voice CSQ – Detail44Voice CSQ – Summary45Voice CSQs – Team Summary47Monitoring Agents50Pushing a Web Page to an Agent52Barging In On Calls53Intercepting Calls54Recording Calls55Changing Agent ACD States57Using Chat58Predefined High-Priority Chat Messages62Calling Someone in Your Chat List62Monitoring Agent-Deleted E-Mail64Reviewing Agent E-Mail65Reviewing Unified CCX Web Chat Reports66Displaying Unified CCX Web Chat66Using the Integrated Browser67Browser Toolbar67Sending Team Messages68Creating Supervisor Work Flows70Example: Setting Up a Supervisor Work Flow72Work Flow Actions75Audible Alert Action75Message Box Action76Report Action77Tree Control Action78E-mail Alert Action78Using Supervisor Record Viewer81Service Autorecovery85Phone Network Failure86Index87Size: 1.33 MBPages: 88Language: EnglishOpen manual
Design GuideTable of ContentsCiscoUnified Contact CenterExpress SolutionReferenceNetworkDesign1Contents3Preface7Purpose7Audience7Scope7Software Releases8Document Structure8Revision History9Obtaining Documentation9Cisco.com9Product Documentation DVD9Ordering Documentation10Documentation Feedback10Cisco Product Security Overview10Reporting Security Problems in Cisco Products11Obtaining Technical Assistance11Cisco Technical Support & Documentation Website12Submitting a Service Request12Definitions of Service Request Severity12Obtaining Additional Publications and Information13Cisco Unified Contact Center Express Overview and Packaging15Unified CCX Overview15Unified CCX Packaging16Unified CCX Licensing17Basic IVR Functionality18Basic ACD Functionality18Call Routing and Queuing19Cisco Agent Desktop (CAD)19IP Phone Agent (IPPA)20Cisco Supervisor Desktop (CSD)21Basic CTI Functionality21Advanced IVR Functionality21Advanced ACD Functionality23Call Routing and Queuing23Cisco Agent Desktop (CAD)24IP Phone Agent (IPPA)24Cisco Supervisor Desktop (CSD)24Advanced CTI Functionality25Historical Reporting25Cisco Unified Contact Center Express Solution Architecture27Unified CCX Terminology28Unified CCX Call Processing29Unified CCX System Management31CRS Engine and Database Components31Monitoring and Recording Components327920 Wireless IP Phone Support35Citrix and Microsoft Terminal Services Support for CAD36Unified CCX ASR and TTS37Unified CCX Integration with Unified ICME Software37Unified CCX Fault Tolerance40CRS Engine Redundancy40Database Redundancy41Network Partitioning42Monitoring and Recording Redundancy42Cold Standby Support43Upgrading to Unified CCX 4.144CRS 4.1 Software Compatibility44Cisco Unified Contact Center Express Deployment Models45Unified CCX General Rules for Design47Cisco Unified CallManager Co-Resident Deployment Model (1)48Single-Server Non-HA Deployment Model (2)49Multi-Server Non-HA Deployment Model (3)49Two-Server HA Deployment Model (4)50Four-Server HA Deployment Model (5)50Six-Server HA Deployment Model (6)51Ten-Server HA Deployment Model (7)52Other Design Considerations52Basics of Call Center Sizing55Terminology55Preliminary Information Requirements56Principal Design Considerations for Call Center Sizing58Planning Resource Requirements for Call Center Sizing59Sizing Cisco Unified Contact Center Express and Cisco Unified Communications Manager Servers63Cisco A2Q Bid Assurance Requirements63Sizing Tools63Affect of Performance Criteria on the Unified CCX Server64Effect of Performance Criteria64Impact of Performance Criteria on the Unified CM Server(s)64Bandwidth, Security, and QoS Considerations67Estimating Bandwidth Consumption67Remote Agent Traffic Profile67Silent Monitoring Bandwidth Usage68Silent Monitoring Requestors68Silent Monitoring Providers68IP Call Bandwidth Usage70Bandwidth Requirements for VoIP Monitor Service72CAD Desktop Applications Bandwidth Usage74Cisco Agent Desktop Bandwidth Usage75Cisco Supervisor Desktop Bandwidth Usage76Cisco Desktop Administrator Bandwidth Usage77Remote Agent Traffic Profile77Serviceability and Security78Corporate Data Access78Port Utilization for Product Revisions78Ping, NAT, PAT, and Reverse DNS Lookups79QoS and Call Admission Control79Classifying Unified CCX and Application-Related Traffic79QoS Considerations for CAD software80Server Capacities and Limits81Voice Over IP Monitoring83Design Considerations for SPAN-Based Services83Cisco Unified Contact Center Express Integration with LDAP Server87Index89A89B89C89D90E90F90G91H91I91J91L91M91N91O91P91Q92R92S92T93U93V93W93Size: 1.18 MBPages: 93Language: EnglishOpen manual
Design GuideTable of ContentsCiscoIPCCExpress SolutionReferenceNetworkDesign1Contents3Preface7Purpose7Audience7Scope7Software Releases8Document Structure8Revision History9Obtaining Documentation9Cisco.com9Documentation CD-ROM9Ordering Documentation9Documentation Feedback10Obtaining Technical Assistance10Cisco TAC Website10Opening a TAC Case10TAC Case Priority Definitions11Obtaining Additional Publications and Information11IPCC Express Architecture and Capabilities13IPCC Express Overview13IPCC Express Packaging14Basic IVR Functionality14Basic ACD Functionality14Agent Desktop14Supervisor Desktop15Call Routing and Queuing16Basic CTI Functionality16Advanced IVR Functionality16Advanced ACD Functionality17Agent Desktop17Supervisor Desktop17Call Routing and Queuing18Advanced CTI Functionality18IPCC Express in CiscoCallManager Deployment Models19CiscoCallManager Deployment Models19Reference Architecture19Single IPCC Express Contact Center20Single Server Model21Special Case for Single Server Model21Multiple Server Model21Required Switched Port Analyzer (SPAN) Port Configuration22Single-Site Deployment23Multi-Site WAN Deployment with Centralized Call Processing23IPCC Express Located at the Central Site24IPCC Express Located at the Remote Site24Multi-Site WAN Deployment Distributed Call Processing26Special Considerations in Deployment Model Design28Expansion Servers28ACD/CTI and IVR on Separate Servers28Meeting Capacities in Excess of a Single IPCC Express System28IPCC Express System Design Considerations29Mapping IPCC Express to CiscoCallManager Devices29Typical IPCC Express Call Flow30Provisioning CiscoCallManager Resources31Provisioning IPCC Express Agents32Provisioning CTI Port Groups33Design Considerations for High Availability35Designing for Fault Tolerance35CiscoCallManager and/or CTI Manager Fails36Call Survivability37IPCC Express Agent Impact38IPCC Express Server Fails38IPCC Express Availability38Call Survivability39IPCC Express Agent Impact39IPCC Express Server Recovery – Cold Standby Server Configuration39Failure Scenario Summary41Basics of Call Center Sizing43Terminology43Preliminary Information Requirements44Principal Design Considerations for Call Center Sizing46Planning Resource Requirements for Call Center Sizing47Sizing the IPCC Express Server51Configuration and Ordering Tool51Impact of Performance Criteria on the IPCC Express Server53Supported Servers56Point Values for IPCC Express56Supported Co-Resident Scenarios61Cisco IP IVR Supported Scenarios62Cisco IPCC Express Supported Scenarios62IPCC Express Silent Monitoring and Recording Considerations64IPCC Express Historical Reporting Considerations65Sizing the CiscoCallManager Servers67Impact of IPCC Express on CiscoCallManager Scalability67Impact of IPCC Express on the CiscoCallManager Performance68Additional Performance Considerations70Bandwidth, Security, and QoS Considerations71Estimating Bandwidth Consumption71Serviceability and Security72QoS and Call Admission Control74Server Capacities and Limits77Voice Over IP Monitoring79Index81Size: 1.51 MBPages: 84Language: EnglishOpen manual
User GuideTable of ContentsCisco IP Phone Agent User Guide5Introduction5Hardware and Software Environment5Obtaining Documentation and Submitting a Service Request6Documentation Feedback6IP Phone Agent Feature Levels7Language Support8The IP Phone Agent Screen9Soft Keys9Choosing Menu Options10Logging In11Forcing a Login13Call Control14Contact Service Queue Statistics15Refresh Rate15Caller Data16Agent States17Changing Your Agent State18Changing Your Agent State While On a Call19Reason Codes20Wrap-up Data21Agent-Initiated Recording22Supervisor Intervention24Monitoring/Recording Notification24Logging Out25Fault Tolerance26Redundancy26Failover26Index29Size: 445 KBPages: 30Language: EnglishOpen manual
User GuideTable of ContentsIntroduction7Obtaining Documentation and Submitting a Service Request7Documentation Feedback7Agent Desktop Feature Levels8Cisco IP Communicator8Automated Updates9Java Runtime Environment10Logging In11Login Notes12JRE Issues13Access Through a VPN13VPN Tunneling14Logging Out15Method 1 (Recommended)15Method 215The Agent Desktop Interface17Accessibility18Toolbar and Shortcut Keys19Team Messages23Contact Appearance Pane24Contact Management Pane25Enterprise Data25Call Activity26Thresholds27Integrated Browser Pane27Status Bar28Desktop Preferences28Window Behavior and Options28Accessibility Options30Dial Pad32Recent Call List33Phone Books33Handling Calls37Single-line vs. Multi-line Configurations37Entering Phone Numbers37Answering a Call38Making a Call38Entering Touch Tones38During a Call39When Transferring or Conferencing a Call39Transferring a Call40Conferencing a Call41Alternating Between Calls43Alternating Before Transferring a Call43Alternating Before Conferencing a Call43Cisco Unified Outbound Dialer45Unified Outbound Dialer Toolbar and Shortcut Keys45Reclassifying a Contact48Customer Callbacks48Supervisor Intervention51Call Involvement51Browser Involvement51Agent State Involvement51Agent States53Chat55Chat Contacts55Chat Shortcut Keys57Sending a Chat Message57Sending Enterprise Data58Predefined High Priority Chat Messages59Calling Someone in the Chat List59Using Unified CCX Web Chat60Agent E-Mail61E-Mail States62Toolbar and Shortcut Keys63E-Mail Format67Answering E-Mail67Reviewing E-Mail69Managing E-Mails and Calls70E-Mail Re-queue on Logout71Recording73Agent Real Time Displays75Display Status75Agent ACD State Log Display76Agent Call Log Display77Agent E-Mail Detail Display77Agent E-Mail Log Display78Agent Statistics Display79Contact Service Queue Statistics Display80Integrated Browser83Integrated Browser Notes84Toolbar Buttons and Shortcut Keys84Accessing Work Sites85Accessing Other Websites86Dialing Hyperlinked Phone Numbers86Reason Codes89Wrap-up Data91Service Status93Phone Network Failure93Size: 2.28 MBPages: 98Language: EnglishOpen manual
User GuideTable of ContentsPreface11Introduction11What’s New In This Release12Desktop Administrator Feature Levels12Related Documentation13Obtaining Documentation and Submitting a Service Request13Documentation Feedback13Getting Started with Cisco Desktop Work Flow Administrator15Introduction15Starting Desktop Work Flow Administrator16Modifying the Unified CCX Server IP Address17Automated Updates19Application Downgrades20The Desktop Work Flow Administrator Interface21Toolbar21Navigation Tree Pane22Display Pane Navigation22User Privileges in Windows XP23Passwords24Configuring a Password in Desktop Work Flow Administrator24Setting Up a Password24Changing a Password25Deleting a Password25Client Applications25Synchronizing Directory Services26Work Flow Configuration27Dial Strings30North American Dial String Format30Telephone Number Display Tab31Outgoing Calls Tab32Advanced Internal Dialing Tab34Advanced External Dialing Tab35Miscellaneous Tab36Variable Length Dial String Format37Telephone Number Display Tab38Phone Number Format Tab39Miscellaneous Tab41Phone Book43Using the Phone Book Filter44Creating Phone Books45Enabling or Disabling Phone Books46Importing and Exporting Phone Books47CSV File Format47Reason Codes51Assigning Reason Codes54Enabling or Disabling Reason Codes55Wrap-up Data56Creating Wrap-up Data Descriptions57Assigning Wrap-up Data Descriptions59Enabling or Disabling Wrap-up Data59Automatic State Changes60Work Flow Groups61Maintaining Work Flow Groups62Enterprise Data64Data64Call Activity65CAD and IP Phone Agent67CAD Agent67IP Phone Agent67User Interface68Toolbar68Adding and Removing Toolbar Buttons68Adding the Cisco Unified Outbound Dialer Toolbar69Associating Actions with Task Buttons69Changing a Task Button’s Hint70Customizing Button Icons70Show Data Fields72Configuring and Renaming Data Fields72Show Duration73Miscellaneous74Browser Setup75Enabling the Integrated Browser76Enabling Access to Other Websites76Enabling Hyperlink Dialing77Configuring the Number of Browser Tabs77Enabling Popups to be Displayed in a New Window77Setting Up the Home Page78Setting Up Work Sites78Remote Access79IPC Make Call Action80IPC High Priority Chat Action81IPC Record Action81IPC Agent Notification Action81IPC Set Variable Action83Voice Contact Work Flows84Creating a Voice Contact Work Flow85Setting Up a New Voice Contact Classification86Setting Up a New Work Flow87Data Field Conditions88Wild Card Searches90Modifying a Voice Contact Work Flow90Voice Contact Work Flows and Outbound Dialer91Deleting a Voice Contact Work Flow91E-Mail Contact Work Flows93Agent Management Work Flows94Creating an Agent Management Work Flow94Actions99Action Availability100Adding a New Action101Editing an Action102Deleting an Action102Importing and Exporting Actions102Agent Notification Action106Agent State Action108Automated Reason Codes for Agent State Changes108Call Control Action110Delay Action112HTTP Action113Reserved Characters116Example of an HTTP Request117IPC Action120Launch External Application Action122Run Macro Action124Macro Recording Tips125Allowed Macro Keystrokes127Recording Macros128Data Fields132Set Enterprise Data Action135Timer Action137Utility Action138High Priority Chat Messages138Agent State Change Notification and Announcement140Cisco Unified CCX Outbound Preview Dialer144Outbound Dialer Actions144Outbound Dialer Toolbar145Outbound Dialer Enterprise Data147Cisco Unified CCX Web Chat149Introduction151Accessing Desktop Administrator152Using the Search Function154Services Configuration155Introduction155Configuring Enterprise Data156Fields157Creating a Custom Field157Editing a Field159Deleting a Field159Layouts161Creating a Custom Layout162Copying a Layout163Editing a Layout163Deleting a Layout164Configuring Display Settings165Configuring Desktop and Server Monitoring and Recording168Enabling Desktop Monitoring168Configuring a Default Monitor Service169Assigning Phone Devices to a Specific VoIP Monitor Service170Removing a VoIP Monitor or Recording & Playback Service from Directory Services170Synchronizing Directory Services173Releasing the Desktop Administrator Lock174Personnel Configuration175Introduction175Configuring Agents176Changing an Agent’s Work Flow Group176Cisco Unified Presence Settings177Introduction177Configuring the Cisco Unified Presence Server178Configuring an Inbound Access Control List178Configuring the CAD Client Type178Configuring the Cisco Unified Presence Cluster180Configuring Contact Lists182Creating a Contact List182Finding a Contact List183Deleting a Contact List184Editing a Contact List184Adding SMEs to a Contact List186Finding SMEs187Configuring External Contacts191Adding External Contacts191Finding an External Contact193Editing an External Contact194Deleting an External Contact194Configuring Work Flow Groups196Finding a Work Flow Group196Adding a Contact List to a Work Flow Group197Selecting Agents to Appear Offline199Configuring Supervisor Chat and Team Messages200Configuring Agent E-Mail201Introduction201Prerequisites201Overview201Configuring Global Settings203Configuring Contact Service Queue Settings210Finding a CSQ210Configuring a CSQ211Configuring Templates215Adding a Template215Copying a Template217Deleting a Template218CAD Configuration Setup219Introduction219Configuring CAD Configuration Setup Settings220Index223Size: 4.41 MBPages: 226Language: EnglishOpen manual
Information GuideTable of ContentsCisco Unified Contact Center Express (Cisco Unified CCX) Software and Hardware Compatibility Guide - For CRS 3.0(x), CRS 3.1(x), CRS 3.5(x), CRS 4.0(x), CRS 4.1(x), CRS 4.5(x), and CRS 5.0(x)11.0 Related Documentation2Cisco CRS 3.0(1) SPB Solution Set (Sheet 1 of 2)4Cisco CRS 3.0(2) SPA Solution Set (Sheet 1 of 2)6Cisco CRS 3.0(3a) SPD Solution Set (Sheet 1 of 2)8Cisco CRS and Cisco IP IVR, Release 3.1(1) Solution Set (Sheet 1 of 2)11Cisco CRS and Cisco IP IVR, Release 3.1(1) SR1 Solution Set (Sheet 1 of 2)14Cisco CRS and Cisco IP IVR, Release 3.1(1) SR2 Solution Set (Sheet 1 of 2)17Cisco CRS and Cisco IP IVR, Release 3.1(2) Solution Set (Sheet 1 of 2)20Cisco CRS and Cisco IP IVR, Release 3.1(2) SR1 Solution Set (Sheet 1 of 2)23Cisco CRS and Cisco IP IVR, Release 3.1(2) SR2 Solution Set (Sheet 1 of 2)26Cisco CRS and Cisco IP IVR, Release 3.1(2) SR3 Solution Set (Sheet 1 of 2)29Cisco CRS and Cisco IP IVR, Release 3.1(3) Solution Set (Sheet 1 of 2)32Cisco CRS and Cisco IP IVR, Release 3.1(3) SR1 Solution Set (Sheet 1 of 2)35Cisco CRS and Cisco IP IVR, Release 3.1(3) SR2 Solution Set (Sheet 1 of 2)38Cisco CRS and Cisco IP IVR, Release 3.1(3) SR3 Solution Set (Sheet 1 of 2)41Cisco CRS and Cisco IP IVR, Release 3.1(3) SR4 Solution Set (Sheet 1 of 2)44Cisco CRS and Cisco IP IVR, Release 3.1(3) SR5 Solution Set (Sheet 1 of 2)47Cisco CRS and Cisco IP IVR, Release 3.5(1) Solution Set (Sheet 1 of 2)50Cisco CRS and Cisco IP IVR, Release 3.5(1) SR1 Solution Set (Sheet 1 of 2)53Cisco CRS and Cisco IP IVR, Release 3.5(1) SR2 Solution Set (Sheet 1 of 2)56Cisco CRS and Cisco IP IVR, Release 3.5(1) SR3 Solution Set (Sheet 1 of 2)59Cisco CRS and Cisco IP IVR, Release 3.5(2) Solution Set (Sheet 1 of 2)62Cisco CRS and Cisco IP IVR, Release 3.5(2) SR1 Solution Set (Sheet 1 of 2)65Cisco CRS and Cisco IP IVR, Release 3.5(3) Solution Set (Sheet 1 of 2)68Cisco CRS and Cisco IP IVR, Release 3.5(3) SR1 Solution Set (Sheet 1 of 2)71Cisco CRS and Cisco IP IVR, Release 3.5(3) SR2 Solution Set (Sheet 1 of 2)74Cisco CRS and Cisco IP IVR, Release 3.5(3) SR3 Solution Set (Sheet 1 of 2)77Cisco CRS and Cisco IP IVR, Release 3.5(4) Solution Set (Sheet 1 of 2)80Cisco CRS and Cisco IP IVR, Release 3.5(4) SR1 Solution Set (Sheet 1 of 2)83Cisco CRS and Cisco IP IVR, Release 3.5(4) SR2 Solution Set (Sheet 1 of 2)86Cisco CRS and Cisco IP IVR, Release 4.0(1) Solution Set (Sheet 1 of 3)89Cisco CRS and Cisco IP IVR, Release 4.0(1) SR1 Solution Set (Sheet 1 of 3)92Cisco CRS and Cisco IP IVR, Release 4.0(2) Solution Set (Sheet 1 of 3)95Cisco CRS and Cisco IP IVR, Release 4.0(3) Solution Set (Sheet 1 of 2)98Cisco CRS and Cisco IP IVR, Release 4.0(4) Solution Set (Sheet 1 of 2)101Cisco CRS and Cisco IP IVR, Release 4.0(4) SR1 Solution Set (Sheet 1 of 3)104Cisco CRS and Cisco IP IVR, Release 4.0(5/5a) Solution Set (Sheet 1 of 3)107Cisco CRS and Cisco IP IVR, Release 4.0(5/5a) SR1 Solution Set (Sheet 1 of 3)110Cisco CRS and Cisco IP IVR, Release 4.0(5/5a) SR2 Solution Set (Sheet 1 of 3)113Cisco CRS and Cisco IP IVR, Release 4.1(1) Solution Set (Sheet 1 of 3)116Cisco CRS and Cisco IP IVR, Release 4.1(1) SR1 Solution Set (Sheet 1 of 3)119Cisco CRS and Cisco IP IVR, Release 4.5(1) and 4.5(1)SR1 Solution Set (Sheet 1 of 3)122Cisco CRS and Cisco IP IVR, Release 4.5(2) Solution Set (Sheet 1 of 3)125Cisco CRS and Cisco IP IVR, Release 4.5(2) SR1 Solution Set (Sheet 1 of 3)128Cisco CRS and Cisco IP IVR, Release 4.5(2) SR2 Solution Set (Sheet 1 of 3)131Cisco CRS and Cisco Unified IP IVR, Release 5.0(1) SR1 Solution Set (Sheet 1 of 3)134Cisco CRS and Cisco Unified IP IVR, Release 5.0(1) SR2 Solution Set (Sheet 1 of 3)138Cisco CRS and Cisco Unified IP IVR, Release 5.0(2) Solution Set (Sheet 1 of 3)142Cisco CRS and Cisco Unified IP IVR, Release 5.0(2) SR1 Solution Set (Sheet 1 of 3)146Cisco CRS and Cisco Unified IP IVR, Release 5.0(2) SR2 Solution Set (Sheet 1 of 3)150Cisco CRS and Cisco Unified IP IVR, Release 5.0(2) SR3 Solution Set (Sheet 1 of 3)154Size: 8.78 MBPages: 158Language: EnglishOpen manual
Installation GuideTable of ContentsCisco CAD Installation Guide1Introduction9Overview9Related CAD Documentation9Obtaining Documentation and Submitting a Service Request10Documentation Feedback10What’s New In This Release11Release 10.5(1)11CAD 10.5 Elements12Desktop Client Applications12Desktop Administrator12Agent Desktop12IP Phone Agent12Supervisor Desktop12Services13Agent E-Mail Service13Call/Chat Service13Directory Services13Enterprise Service13BIPPA Service13LDAP Monitor Service14LRM Service14Recording and Playback Service14Recording and Statistics Service14Sync Service14Voice over IP Monitor Service14CAD Feature Levels15Localization17Configuring the CAD Environment19System Configurations19Thin Client Environments19System Requirements20Operating Environment20Minimum Hardware and OS Requirements for Desktops20Operating Environment Language Requirements21VPN and NAT Requirements22Using NAT With IP Phone Agent22Third Party Software Environment22Microsoft Exchange22Microsoft Internet Explorer23Java Runtime Environment (JRE)24Monitoring and Recording Requirements25Agent Data Store Database25Recording Service25Setting Up Agents in Unified CCX26System Capacity27Supported IP Phones28Caveats on Using a Cisco 7920 Wireless Phone28Configuring Agent E-Mail29Introduction29Security and Certificate Warnings29Supported Unicode Encoding30Compatibility Mode30Agent E-Mail Microsoft Exchange Mailbox Folder Management31Agent E-Mail Microsoft Exchange Mailbox Folders33Inbox Folder33Assignments Folder33Handled Folder33Not Sendable Folder34Outbox Folder34Pending Error Folder34Pending Delete Folder34Not Routable Folder34Sent Folder35System Status Messages Folder35Transfer Folder35Agent E-mail Routing Expectations36Agent E-Mail Best Practices38Microsoft Exchange Server38Wide Area Network38Microsoft Exchange Server Management38Configuring Java for Agent E-Mail40Configuring Microsoft Exchange for Agent E-Mail42General Process for Configuring Microsoft Exchange for Agent E-Mail43Configuring Exchange 200743Configuring Security Settings44Configuring IMAP Security Settings44Configuring SMTP Security Settings46Creating a User50Creating Distribution Groups57Configuring Miscellaneous Settings62Configuring Exchange 201062Configuring IMAP and SMTP63Creating a User63Creating Distribution Groups70Configuring Miscellaneous Settings75Configuring Exchange 201377Creating a User Mailbox77Creating a New Distribution Group79Configuring Miscellaneous Settings80Message Formatting in Exchange84Configuring the Message Retrieval Format85Configuring the Message Delivery Format88Testing Access to the Agent E-Mail Account88Message Throttling Policies in Exchange98IMAP Throttling Policies98SMTP Throttling Policies98Client Throttling Policies99Other Message Throttling Policies100Granting the View Information Store Status Permission100Modifying the Session Limits Registry101Installing CAD 10.5105Upgrade Notes105General105Upgrading from CAD 8.0(2), 8.5(1), or 9.0(1) to CAD 10.5(1)105Standard Bundle Customers106CAD 10.5 Desktop Client Installation107Configuring CAD Desktop Client MSI Files107Running the Unified CCX Desktop Client Configuration Tool107Running the Preconfiguration Tool108Client MSI Configuration Tools and Automated Deployment Packages109Before You Install CAD Desktop Client Applications109Upgrading From an Earlier Version109Adding Desktop Client Applications After Initial Setup110Methods for Installing CAD Desktop Applications110Installing CAD Desktop Client Applications110Using Automated Package Distribution Tools112Requirements112Execution112Per-Machine vs. Per-User Installation112Privileges112Automated Package Installation vs. Manual Installation113Multiple Software Releases113Reboots113Best Practices113Windows Installer Logging114Deployment114Installation and Uninstallation Deployment Packages114Automated Updates114Downgrading CAD Applications115Java Runtime Environment115Repairing CAD Desktop Client Applications116CAD Server Configuration118CAD Configuration Setup118Changing Settings with CAD Configuration Setup121Thin Client Environment121VoIP Monitor Service122Automatic Updates122Services IP Address123BIPPA User Login123Reset Password124Changing Unified CCX Cluster IP Addresses124Configuring IP Phones126Configuring IP Phones for Cisco IP Phone Agent126Passwords and User Names126Creating an IP Phone Service126Assigning the IP Phone Service to IP Agent Phones127Configuring IP Phones for use with a Localized BIPPA Service128Creating a Unified CM User128Configuring a One-Button Login for IP Phone Agents129URL Authentication Parameter130Configuring an IP Communicator Phone130Exporting Recordings From CAD131Setting the uccxrecording User Password132Running the Conversion Batch File Automatically132About the RAW Format133About the raw2wav Conversion Utility133Removal135Removing CAD 10.5 Desktop Applications135Upgrading and Downgrading CAD Desktop Applications136Size: 3.93 MBPages: 136Language: EnglishOpen manual