Cisco Cisco Unified Contact Center Management Portal 11.5(1) manuals

Size:

503 KB
Pages:

39
Language:

English

Open manual

Release Note

Leaflet

Release Note

Leaflet

User Guide

Troubleshooting Guide

Table Of Contents
3
Preface
6
Purpose
6
Audience
6
Organization
6
1. Initial checks
8
2. Operational Overview
9
Web Application
9
Application Server
10
Reporting Services
10
Data Import Server
10
The Management Portal Provisioning Server
11
Resource States
11
State Descriptions
11
Synchronize
11
Delete Pending
12
Delete Confirmed
13
User Interface
13
Database Codes
14
Memberships
14
Example Synchronize Microflow
15
State Machine Scenarios
16
3. System Operations
18
Service Restart Configuration
18
Database Backup and Recovery
19
Changing the Active Importer Server
20
Active Importer Server Crash
23
Inactive Importer Server Crash
24
Recovery after No Disk Space Available
28
Network Disconnects in Replicated Environments
28
Replication Fails on Replication Restart
29
Domain Controller was Rebooted
31
Taking a Cisco Admin Workstation Offline
31
Gateway Monitoring Web Page Shows Errors/Scripts Offline
31
Audit Report fails to Upload
31
4. Management Portal
32
Resource Stays in Synchronizing State Forever?
32
Why is there No Data in My Report?
32
Report
32
machine actively refused it”
33
Web Browser Displays “The page cannot be found”
33
Can’t Print Reports
33
How Do I Reset a User’s Password?
33
Basic User has no Agents or Skillgroups menu options
34
Import
34
Can’t See Resources in System Manager?
35
Can’t Provision Resources through System Manager?
35
When Creating New Item, Error Indicates Resource Already Exists
35
Manager?
35
Can’t See Audit Reports in Management Portal?
36
Can’t Bulk Load Resources in System Manager?
36
How Do I Assign Users/Groups to a Global Role?
37
How Do I Assign Users/Groups to a Non-Global Role?
37
How Do I Edit Global Security Roles?
37
How Do I Edit Non-Global Security Roles?
38
Sharing IPCC Lines
39
Supported Phone Types
39
Tenants and Cluster Configuration
39
Phone Button Templates
40
Known Application Error Codes
40
5. Index
46
Admin Workstation
31
Gateway Monitoring
31
Global
37
Global role
37
Advanced User
34
ASP.NET
31
Home folder
34
Backup
19
Basic User
34
Bulk load
36
Button
40
Importer
20
Invalid
43
Cluster
39
CMS control
31
Layout
43
ConAPI
13
Licence
42
Configuration
39
Line
40
Corrupt
42
Lines
39
MDX
41
Database
9
Microflows
14
Backup and Recovery
19
Codes
14
Multiple personality
45
Sides
20
Deleted
35
Domain Controller
31
Duplicate object
41
Parameter Set
43
Reset
33
Personality
45
Resource State
12
Fact table
27
Monitoring
31
Offline
32
Publisher
20
State
11
Resource
16
State table
27
Read Only
43
Synchronizing
32
Recursive
42
Parameters
44
Template
42
Tide mark
25
State
14
Tenant
34
Restart
18
UNIQUE KEY
29
Row count
41
User Interface
13
Web Browser
33
SERVER_ID
22
Web Server
9
Service
18

Size:

941 KB
Pages:

47
Language:

English

Open manual

Troubleshooting Guide

1. Initial checks
7
End User Checks
7
Application Error Codes
7
Critical Services
7
All Servers
7
Database Servers
7
Web Application Servers
8
User Rights
8
Network Connectivity
8
2. Windows Operating System Checks
9
Event Logs
9
Disk Space and Memory Usage
9
3. SQL Server Checks
10
4. Unified Contact Center Management Portal Checks
11
Connectivity
11
Web Application Server to Database Server
11
Database Server to IPCC
11
SQL Server Transactions
11
Logs
12
AppServer Log
12
IIS Log Files
12
Audit Reporting
13
System Monitoring
13
5. Common Issues
14
Database Server Errors
14
Required Initial Data Import Never Stops
14
Active Importer Server Crash
14
Inactive Importer Server Crash
15
Recovery after No Disk Space Available
18
Network Disconnects in Replicated Environments
19
Replication Fails on Replication Restart
20
Re-sychronizing Replication
21
Domain Controller was Rebooted
22
Taking a Cisco Admin Workstation Offline
22
System Monitoring / Monitoring Report Shows Errors
22
Cannot Login to Phone / Phone Does Not Ring
22
Web Application Server Errors
22
Import
22
Unable to See Resources in System Manager
23
Unable to Provision Resources through System Manager?
23
Resource Stays in Pending Active State Forever
23
When Creating New Item, Error Indicates Resource Already Exists
24
New Skillgroups Enter Error State
24
Unable to Update Skillgroup Memberships
25
Unable to see Related Resources in System Manager
25
Unable to Bulk Load Resources in System Manager
25
machine actively refused it”
26
Web Browser Displays “The page cannot be found”
26
Supervisor User has no Agents or Skillgroups menu options
26
Sharing IPCC Lines
27
Error Importing Phone
27
Phone Button Templates
27
Can’t See Audit Reports in Management Portal?
27
Report
27
No Data in Report
27
Unable to Print Reports
28
6. Index
29
Access Denied
11
Home folder
26
Taking offline
22
default skill group]
25
Audit trails
13
Number set in template
27
Sharing
27
Button templates
27
Logged operations
20
Login Failed
11
Application Server Log
12
Event Log
9
CMS control
22
Web Log
12
Configuring the Web Log
12
Portal Configuration Manager
22
Active Importer Server
14
Checking connectivity
11
Inactive Importer Server
15
Checking log space utilization
10
Tide mark updating
16
Memory
9
Dynamic RAM allocation
10
SQL Server
10
Data import disk space
18
Microflow
13
Data import never stops
14
Running manually
23
Missing data in database
18
Missing data in report
27
DBCC SHRINKFILE
20
Deleted resources
24
Disk space
9
Causing import failure
18
Domain Controller
22
an object
27
CallManager
7
ICM
7
Pending Active
23
Event Viewer
9
Peripheral
22
Button templates
27
Error
27
Fact table
17
Not ringing
22
Sharing lines
27
Prefix
23
SQL Profiler
11
SQL Server
10
exist
11
Transactions
11
State table
17
Recovering
18
Deleting from
16
Missing menu options
26
Re-synchronizing
21
Switching off SQL replication
16
Replication.xml
18
TB_DIM_AGENT
14
Audit trails
13
Button templates
27
Missing data
27
Error
27
Missing reports
27
Not ringing
22
Sharing lines
27
an object
27
Tide mark
16
Unable to print
28
Update
17
Deleted
24
Accumulating data
15
Importing to tenant folder
22
Deleting from
15
Missing
23
Replicastion monitoring
19
Related
25
Staying in Pending Active
23
Unable to provision
23
Uploading
25
Uploading resources
25
Network Service
8
Services
7
sql_agent_user
8
.NET Runtime Optimization Service
7
ASP.NET State Service
8
COM+ Event System
7
HTTP SSL
7
IIS Admin Service
7
Management Portal Application Search
20
Services
8
web.config
12
Report Server
8
SQL Server (MSSQLSERVER
8
World Wide Web Publishing Service
7
Snapshot
21
create this object
24

Size:

824 KB
Pages:

30
Language:

English

Open manual

Troubleshooting Guide

1. Initial checks
13
2. Operational Overview
14
Web Application
14
Application Server
15
Reporting Services
15
Data Import Server
15
The Management Portal Provisioning Server
16
Resource States
16
State Descriptions
16
Synchronize
16
Ready
17
Error
17
Delete Pending
17
Delete Confirmed
18
User Interface
18
Database Codes
19
Memberships
19
Example Synchronize Microflow
20
State Machine Scenarios
21
3. System Operations
23
Service Restart Configuration
23
Database Backup and Recovery
24
Changing the Active Importer Server
25
Active Importer Server Crash
28
Inactive Importer Server Crash
29
Recovery after No Disk Space Available
33
Network Disconnects in Replicated Environments
33
Domain Controller was Rebooted
34
Taking a Cisco Admin Workstation Offline
34
Gateway Monitoring Web Page Shows Errors/Scripts Offline
34
4. Management Portal
36
Resource Stays in Synchronizing State Forever?
36
Why is there No Data in My Report?
36
Report
36
machine actively refused it”
36
Web Browser Displays “The page cannot be found”
36
Can’t Print Reports
36
How Do I Reset a User’s Password?
37
Basic User has no Agents or Skillgroups menu options
38
Import
38
Can’t See Resources in System Manager?
38
Can’t Provision Resources through System Manager?
38
Manager?
39
Can’t See Audit Reports in Management Portal?
39
Can’t Bulk Load Resources in System Manager?
39
How Do I Assign Users/Groups to a Global Role?
40
How Do I Assign Users/Groups to a Non-Global Role?
40
How Do I Edit Global Security Roles?
42
How Do I Edit Non-Global Security Roles?
43
Sharing IPCC Lines
43
Supported Phone Types
43
Tenants and Cluster Configuration
44
Phone Button Templates
44
Known Application Error Codes
44
5. Index
50
Admin Workstation
34
Gateway Monitoring
35
Global
42
Global role
40
Advanced User
38
Home folder
38
Backup
24
Basic User
38
Bulk load
39
Button
44
Importer
25
Invalid
47
Cluster
44
CMS control
35
ConAPI
18
Layout
47
Configuration
44
Licence
46
Corrupt
46
Line
44
Lines
43
Database
14
Backup and Recovery
24
Codes
19
Microflows
19
Sides
25
Domain Controller
34
Duplicate object
45
Resource State
17
Reset
37
Personality
49
Fact table
32
Monitoring
35
Offline
36
Service
23
Publisher
25
State
16
Resource
21
State table
32
Read Only
47
Synchronizing
36
Recursive
46
Parameters
48
Reports
36
Template
46
Tide mark
30
State
19
Tenant
38
Restart
23
User Interface
18
Row count
45
Web Browser
36
Web Server
14
SERVER_ID
27

Size:

597 KB
Pages:

51
Language:

English

Open manual

Troubleshooting Guide

1. Initial checks
13
2. Operational Overview
14
Web Application
14
Application Server
15
Reporting Services
15
Data Import Server
15
The Management Portal Provisioning Server
16
Resource States
16
State Descriptions
16
Synchronize
16
Ready
17
Error
17
Delete Pending
17
Delete Confirmed
18
User Interface
18
Database Codes
19
Memberships
19
Example Synchronize Microflow
20
State Machine Scenarios
21
3. System Operations
23
Service Restart Configuration
23
Database Backup and Recovery
24
Changing the Active Importer Server
25
Active Importer Server Crash
28
Inactive Importer Server Crash
29
Recovery after No Disk Space Available
33
Network Disconnects in Replicated Environments
33
Replication Fails on Replication Restart
34
Domain Controller was Rebooted
36
Taking a Cisco Admin Workstation Offline
36
Gateway Monitoring Web Page Shows Errors/Scripts Offline
36
Audit Report fails to Upload
36
4. Management Portal
37
Resource Stays in Synchronizing State Forever?
37
Why is there No Data in My Report?
37
Report
37
machine actively refused it”
38
Web Browser Displays “The page cannot be found”
38
Can’t Print Reports
38
How Do I Reset a User’s Password?
38
Basic User has no Agents or Skillgroups menu options
39
Import
39
Can’t See Resources in System Manager?
40
Can’t Provision Resources through System Manager?
40
Manager?
40
Can’t See Audit Reports in Management Portal?
40
Can’t Bulk Load Resources in System Manager?
40
How Do I Assign Users/Groups to a Global Role?
41
How Do I Assign Users/Groups to a Non-Global Role?
41
How Do I Edit Global Security Roles?
42
How Do I Edit Non-Global Security Roles?
43
Sharing IPCC Lines
43
Supported Phone Types
43
Tenants and Cluster Configuration
44
Phone Button Templates
44
Known Application Error Codes
44
5. Index
50
Admin Workstation
36
Gateway Monitoring
36
Global
42
Global role
41
Advanced User
39
ASP.NET
36
Home folder
39
Backup
24
Basic User
39
Bulk load
40
Button
44
Importer
25
Invalid
47
Cluster
44
CMS control
36
Layout
47
ConAPI
18
Licence
46
Configuration
44
Line
44
Corrupt
46
Lines
43
Database
14
Microflows
19
Backup and Recovery
24
Codes
19
Multiple personality
49
Sides
25
Domain Controller
36
Duplicate
35
Duplicate object
45
Reset
38
Resource State
17
Personality
49
Fact table
32
Monitoring
36
Offline
37
Publisher
25
State
16
Resource
21
State table
32
Read Only
47
Synchronizing
37
Recursive
46
Parameters
48
Template
46
Tide mark
30
State
19
Tenant
39
Restart
23
UNIQUE KEY
34
Row count
45
User Interface
18
Web Browser
38
SERVER_ID
27
Web Server
14
Service
23

Size:

866 KB
Pages:

51
Language:

English

Open manual

Technical References

Table of Contents
3
Preface
25
Getting Started
28
- Unified CCMP Web Services
  28
  - About Unified CCMP Web Services
    28
  - About Web Service Protocols
    28
    - SOAP
      29
    - REST
      29
- Security
  30
  - SOAP
    31
  - REST
    32
  - Notifications
    32
Common Data Types
33
Resource Management Web Service
40
- About the Resource Management Web Service
  40
  - Description
    40
  - Concepts
    40
  - Item Types
    41
  - Pkey Map Classes
    41
  - Methods
    42
    - About Enterprise-Level Caching
      43
- Resource Management Web Service Specification
  43
  - SOAP
    43
  - REST
    44
  - Errors
    44
  - Restrictions
    47
    - Array Limits
      47
    - REST URI Segment Limit
      47
  - Field Validation
    47
- Resource Management Web Service Data Types
  49
  - The Resource Hierarchy
    49
  - Common Fields and Classes
    50
    - Name-Value Pair
      50
    - Status
      51
  - Resource Hierarchy Classes
    53
    - Entry
      53
    - Item
      56
    - Dimension Item
      57
    - Member
      57
    - Dimension Member
      58
    - System Member
      58
  - Other Common Classes
    59
    - Resource Meta
      59
    - Resource Field Meta
      60
    - Resource Key
      61
    - Resource Audit
      61
    - Request Result
      62
    - Resource Fault Detail
      63
    - Additional Data
      63
    - Page Info
      64
    - Resource Audit Results
      64
  - Pkey Map Classes
    64
- Editable System Resource Types
  73
  - Folder Resource Item
    73
    - Description
      73
    - Fields
      73
    - Associated Name Fields for Folders
      74
    - Model
      74
    - REST Protocol
      75
  - Group Resource Item
    75
    - Description
      75
    - Fields
      75
    - Associated Name Fields for Groups
      76
    - Model
      77
    - REST Protocol
      77
  - User Resource Item
    78
    - Description
      78
    - Fields
      78
    - Associated Name Fields for Users
      81
    - Model
      82
    - REST Protocol
      82
- Provisionable Remote Resource Types
  84
  - Agent Resource Item
    84
    - Description
      84
    - Fields
      84
    - Associated Name Fields for Agents
      86
    - Model
      87
    - REST Protocol
      87
  - Agent Desktop Resource Item
    88
    - Description
      88
    - Fields
      88
    - Associated Name Fields for Agent Desktops
      91
    - Model
      92
    - REST Protocol
      92
  - Agent Team Resource Item
    93
    - Description
      93
    - Fields
      93
    - Associated Name Fields for Agent Teams
      94
    - Model
      95
    - REST Protocol
      95
  - Call Type Resource Item
    96
    - Description
      96
    - Fields
      96
    - Associated Name Fields for Call Types
      97
    - Model
      98
    - REST Protocol
      98
  - Calling Search Space Resource Item
    99
    - Description
      99
    - Fields
      99
    - Associated Name Fields for Calling Search Spaces
      99
    - Model
      100
    - REST Protocol
      101
  - Department Resource Item
    101
    - Description
      101
    - Fields
      102
    - Associated Name Fields for Departments
      102
    - Model
      103
    - REST Protocol
      103
  - Device Profile Resource Item
    104
    - Description
      104
    - Fields
      104
    - Associated Name Fields for Device Profiles
      105
    - Model
      105
    - REST Protocol
      106
  - Dialed Number Resource Item
    106
    - Description
      106
    - Fields
      107
    - Associated Name Fields for Dialed Numbers
      107
    - Model
      108
    - REST Protocol
      108
  - Directory Number Resource Item
    109
    - Description
      109
    - Fields
      109
    - Associated Name Fields for Directory Numbers
      110
    - Model
      111
    - REST Protocol
      111
  - Enterprise Skillgroup Resource Item
    112
    - Description
      112
    - Fields
      112
    - Associated Name Fields for Enterprise Skillgroups
      112
    - Model
      113
    - REST Protocol
      114
  - Expanded Call Variable Resource Item
    115
    - Description
      115
    - Fields
      115
    - Associated Name Fields for Expanded Call Variables
      115
    - Model
      116
    - REST Protocol
      116
  - IP Endpoint Resource Item
    117
    - Description
      117
    - Fields
      118
    - Associated Name Fields for IP Endpoints
      119
    - Model
      120
    - REST Protocol
      120
    - Auto Selection of Device Pool
      121
  - IVR Script Resource Item
    122
    - Description
      122
    - Fields
      122
    - Associated Name Fields for IVR Scripts
      122
    - Model
      123
    - REST Protocol
      123
  - Label Resource Item
    124
    - Description
      124
    - Fields
      124
    - Associated Name Fields for Labels
      124
    - Model
      125
    - REST Protocol
      126
  - Media File Resource Item
    126
    - Description
      126
    - Fields
      126
    - Associated Name Fields for Media Files
      127
    - Model
      128
    - REST Protocol
      128
  - Network VRU Script Resource Item
    129
    - Description
      129
    - Fields
      129
    - Associated Name Fields for Network VRU Scripts
      130
    - Model
      131
    - REST Protocol
      131
  - Person Resource Item
    132
    - Description
      132
    - Fields
      132
    - Associated Name Fields for Persons
      134
    - Model
      135
    - REST Protocol
      135
  - Precision Attribute Resource Item
    136
    - Description
      136
    - Fields
      136
    - Associated Name Fields for Precision Attributes
      137
    - Model
      138
    - REST Protocol
      138
  - Precision Queue Step Resource Item
    139
    - Description
      139
    - Fields
      140
    - Associated Name Fields for Precision Queue Steps
      141
    - Model
      142
    - REST Protocol
      142
  - Precision Queue Resource Item
    143
    - Description
      143
    - Fields
      145
    - Associated Name Fields for Precision Queues
      146
    - Model
      147
    - REST Protocol
      147
  - Route Resource Item
    148
    - Description
      148
    - Fields
      148
    - Associated Name Fields for Routes
      148
    - Model
      149
    - REST Protocol
      149
  - Route Partition Resource Item
    150
    - Description
      150
    - Fields
      150
    - Associated Name Fields for Route Partitions
      151
    - Model
      151
    - REST Protocol
      152
  - Service Resource Item
    152
    - Description
      152
    - Fields
      153
    - Associated Name Fields for Services
      154
    - Model
      155
    - REST Protocol
      155
  - Skill Group Resource Item
    156
    - Description
      156
    - Fields
      156
    - Associated Name Fields for Skill Groups
      158
    - Model
      159
    - REST Protocol
      159
  - Tenant Resource Item
    160
    - Description
      160
    - Fields
      160
    - Associated Name Fields for Tenants
      161
    - Model
      161
    - REST Protocol
      161
  - User Variable Partition Resource Item
    162
    - Description
      162
    - Fields
      162
    - Associated Name Fields for User Variables
      163
    - Model
      164
    - REST Protocol
      164
- Non-Provisionable Remote Resource Types
  166
  - About Non-Provisionable Remote Resources
    166
  - Associated Name Fields for Non-Provisionable Remote Resources
    166
- Resource Management Web Service Member Types
  167
  - About Resource Management Web Service Member Types
    167
    - Description
      167
    - Member Types and Identifiers
      167
    - Member Operations and Relationships
      169
    - Member Pkey Types
      171
    - REST Protocol
      172
    - Creating New Members
      173
    - Associated Name Fields for Members
      173
  - Agent Agent Desktop Member
    174
    - Description
      174
    - Fields
      174
  - Agent Agent Team Member
    174
    - Description
      174
    - Fields
      174
  - Agent Desktop Dialed Number Member
    175
    - Description
      175
    - Fields
      175
  - Agent Peripheral Member
    175
    - Description
      175
    - Fields
      176
  - Agent Person Member
    176
    - Description
      176
    - Fields
      176
  - Agent Precision Attribute Member
    176
    - Description
      176
    - Fields
      176
  - Agent Team Dialed Number Member
    177
    - Description
      177
    - Fields
      177
  - Agent Skill Group Member
    177
    - Description
      177
    - Fields
      177
  - Call Type Routing Script Member
    178
    - Description
      178
    - Fields
      178
  - Device Profile Directory Number Member
    178
    - Description
      178
    - Fields
      178
  - Device Profile IP Endpoint Button Template Member
    179
    - Description
      179
    - Fields
      179
  - Device Profile Person Member
    180
    - Description
      180
    - Fields
      180
  - Dialed Number Call Type Member
    180
    - Description
      180
    - Fields
      180
  - Dialed Number Routing Client Member
    181
    - Description
      181
    - Fields
      182
  - Dialed Number Media Routing Domain Member
    182
    - Description
      182
    - Fields
      182
  - Group Group Member
    182
    - Description
      182
    - Fields
      182
  - IP Endpoint Button Template Member
    183
    - Description
      183
    - Fields
      183
  - IP Endpoint Calling Search Space Member
    183
    - Description
      183
    - Fields
      183
  - IP Endpoint Device Pool Member
    184
    - Description
      184
    - Fields
      184
  - IP Endpoint Directory Number Member
    184
    - Description
      184
    - Fields
      184
  - IP Endpoint Peripheral Member
    185
    - Description
      185
    - Fields
      185
  - Label Dialed Number Member
    185
    - Description
      185
    - Fields
      185
  - Label Routing Client Member
    186
    - Description
      186
    - Fields
      186
  - Network Vru Script Network Vru Member
    186
    - Description
      186
    - Fields
      186
  - Precision Queue Bucket Interval Member
    187
    - Description
      187
    - Fields
      187
  - Precision Queue Step Precision Attribute Member
    187
    - Description
      187
    - Fields
      187
  - Precision Queue Step Precision Queue Member
    188
    - Description
      188
    - Fields
      188
  - Route Partition Calling Search Space Member
    189
    - Description
      189
    - Fields
      189
  - Route Skill Group Member
    189
    - Description
      189
    - Fields
      189
  - Service Enterprise Service Member
    189
    - Description
      189
    - Fields
      189
  - Service Media Routing Domain Member
    190
    - Description
      190
    - Fields
      190
  - Service Peripheral Member
    190
    - Description
      190
    - Fields
      190
  - Skill Group Enterprise Skill Group Member
    191
    - Description
      191
    - Fields
      191
  - Skill Group Media Routing Domain Member
    191
    - Description
      191
    - Fields
      191
  - Skill Group Peripheral Member
    191
    - Description
      191
    - Fields
      192
  - Skill Group Service Member
    192
    - Description
      192
    - Fields
      192
  - User Group Member
    192
    - Description
      192
    - Fields
      192
- Resource Management Web Service APIs
  194
  - Create
    194
    - Description
      194
    - Parameters
      194
    - Return Type
      194
    - REST Protocol
      195
    - Sequence Diagram
      196
    - Creating Items with Pkey Maps
      196
  - Update
    198
    - Description
      198
    - Parameters
      198
    - Return Type
      198
    - REST Protocol
      198
    - Sequence Diagram
      199
    - Updating Items with Pkey Maps
      199
  - Delete
    200
    - Description
      200
    - Parameters
      200
    - Return Type
      200
    - REST Protocol
      201
    - Sequence Diagram
      202
    - Deleting Items with Pkey Maps
      202
  - Save
    203
    - Description
      203
    - Parameters
      203
    - Return Type
      203
    - REST Protocol
      204
    - Sequence Diagram
      205
    - Saving Items with Pkey Maps
      205
  - Move
    206
    - Description
      206
    - Parameters
      206
    - Return Type
      206
    - REST Protocol
      206
    - Sequence Diagram
      207
    - Moving Items with Pkey Maps
      207
  - Retrieve
    208
    - Description
      208
    - Parameters
      208
    - Return Type
      208
    - REST Protocol
      209
    - Sequence Diagram
      209
    - Retrieving Items with Pkey Maps
      209
  - Search
    210
    - Description
      210
    - Parameters
      210
    - Search String Syntax
      210
    - Return Type
      227
    - REST Protocol
      227
    - Sequence Diagram
      228
    - Searching and Items with Pkey Maps
      228
  - Describe
    228
    - Description
      228
    - Parameters
      229
    - Return Type
      229
    - REST Protocol
      230
    - Sequence Diagram
      230
    - Describing Items with Pkey Maps
      230
  - Audit
    231
    - Description
      231
    - Parameters
      231
    - Return Type
      232
    - REST Protocol
      232
    - Sequence Diagram
      233
    - Auditing Resources with Pkey Maps
      233
  - Upload
    233
    - Description
      233
    - Parameters
      233
    - Return Type
      234
    - REST Protocol
      235
    - Sequence Diagram
      236
  - Download
    236
    - Description
      236
    - Parameters
      236
    - Return Type
      237
    - REST Protocol
      237
    - Sequence Diagram
      238
  - Deploy
    238
    - Description
      238
    - Parameters
      238
    - Return Type
      239
    - REST Protocol
      240
    - Sequence Diagram
      241
- Resource Management Web Service Examples
  242
  - Create Agent
    242
    - Use Case Sequence
      242
    - SOAP Example
      242
  - Update Agent
    244
    - Use Case Sequence
      244
    - SOAP Example
      245
  - Delete Agent
    246
    - SOAP Example
      246
  - Retrieve Agent
    246
    - SOAP Example
      246
  - Search For Agent
    247
    - SOAP Example
      247
  - Describe Agent and Person
    248
    - SOAP Example
      248
  - Create Agent Team
    248
    - Use Case Sequence
      248
    - SOAP Example
      249
  - Update Agent Team
    250
    - Use Case Sequence
      250
  - Add/Remove Agent Team Members
    250
    - Use Case Sequence
      250
  - Create Call Type
    251
    - Use Case Sequence
      251
    - SOAP Example
      252
  - Update Call Type
    253
    - Use Case Sequence
      253
  - Add/Remove Routing Script Members
    253
    - Use Case Sequence
      253
  - Create Dialed Number
    254
    - Use Case Sequence
      254
    - SOAP Example
      255
  - Update Dialed Number
    256
    - Use Case Sequence
      256
  - Create Directory Number
    257
    - Use Case Sequence
      257
    - SOAP Example
      258
  - Update Directory Number
    259
    - Use Case Sequence
      259
  - Create Folder
    260
    - SOAP Example
      260
  - Update Folder
    261
    - SOAP Example
      261
  - Create Group
    263
    - Use Case Sequence
      263
    - SOAP Example
      263
  - Update Group
    264
    - Use Case Sequence
      264
  - Create IP Endpoint
    264
    - Use Case Sequence
      264
    - SOAP Example
      265
  - Update IP Endpoint
    267
    - Use Case Sequence
      267
  - Create Person
    267
    - Use Case Sequence
      267
    - SOAP Example
      268
  - Update Person
    269
    - Use Case Sequence
      269
  - Create Skill Group
    270
    - Use Case Sequence
      270
    - SOAP Example
      270
  - Update Skill Group
    272
    - Use Case Sequence
      272
  - Create Tenant
    272
    - Use Case Sequence
      272
  - Update Tenant
    273
    - Use Case Sequence
      273
  - Create User
    274
    - Use Case Sequence
      274
    - SOAP Example
      274
  - Update User
    276
    - Use Case Sequence
      276
  - Agent to Skill Group Membership
    276
    - SOAP Example
      276
  - Agent to Agent Team Membership
    277
    - SOAP Example
      277
  - IP Endpoint to Directory Number Membership
    278
    - SOAP Example
      278
  - User to Group Membership
    280
    - SOAP Example
      280
  - Group to Group Membership
    280
    - SOAP Example
      280
  - Dialed Number to Call Type Membership
    281
    - SOAP Example
      281
  - Agent Re-Skilling
    286
  - User Creation
    287
  - Move Unallocated Dialed Number to Tenant Folder
    288
  - Link Dialed Number to Call Type/Routing Script
    289
  - Unlink Dialed Number to Call Type/Routing Script
    290
  - Rename Resources
    291
  - Create Agent with Pkey Maps, Method 1 (Explicit Pkey Maps)
    292
    - Description
      292
    - Use Case Sequence
      292
    - SOAP Example
      292
  - Create Agent Team with Pkey Maps, Method 2 (Implicit Pkey Maps)
    295
    - Description
      295
    - Use Case Sequence
      295
    - SOAP Example
      296
  - Update Agent (Additional Pkey Map)
    297
    - Description
      297
    - Use Case Sequence
      297
    - SOAP Example
      297
  - Update Agent (Delete a Pkey Map)
    298
    - Description
      298
    - Use Case Sequence
      298
    - SOAP Example
      299
  - Create Agent To Agent Team Membership (Two Remote Equipment Mappings)
    300
    - Description
      300
    - Use Case Sequence
      300
    - SOAP Example
      300
  - Create Precision Attribute
    302
    - Soap Example
      302
  - Create Precision Queue
    303
    - Description
      303
    - Use Case Sequence
      304
    - SOAP Example
      304
  - Update Precision Queue (Add Precision Queue Step With Two Precision Attributes)
    307
    - Description
      307
    - SOAP Example
      307
  - Update Precision Queue (Delete Precision Queue Step)
    310
    - Description
      310
    - SOAP Example
      311
Subscriptions Web Service
312
- About the Subscriptions Web Service
  312
- Subscriptions Web Service Specification
  312
  - SOAP
    312
  - REST
    312
- Securing Notifications with SSL
  312
- Subscriptions Web Service APIs
  318
  - Subscribe
    318
    - Description
      318
    - Example
      318
  - Get Status
    319
    - Description
      319
    - Example
      319
  - Renew
    320
    - Description
      320
    - Example
      320
  - Unsubscribe
    321
    - Description
      321
    - Example
      321
- More Information about Subscriptions and Notifications
  323
  - Subscribing for Notifications
    323
  - Notification Reporting
    323
  - Handling Notification Failures
    327
  - API Notification Timeout
    327
    - Description
      327
    - Sequence Diagram
      328
  - Closed Loop Poll
    328
    - Description
      328
    - Sequence Diagram
      329
  - Interaction with Resource Management Web Services
    329
- Subscriptions Web Service Examples
  330
  - Agent Re-Skilling
    330
    - Step 1
      330
    - Step 2
      333
    - Step 3
      334
    - Step 4
      338
    - Step 5
      343
    - Step 6
      345
    - Step 7
      345
    - Step 8
      347
  - Agent Creation
    347
    - Step 1
      347
    - Step 2
      349
    - Step 3
      350
    - Step 4
      351
    - Step 5
      353
    - Step 6
      354
  - Dialed Number From Unallocated folder
    354
    - Step 1
      355
    - Step 2
      357
    - Step 3
      360
Unified CCMP Technical Overview
363
- Unified CCMP Management Overview
  363
- Web Service API Architecture
  363
- Web Service API Design Concepts
  364
- Performance Tips
  364
SOAP Messages
366
- SOAP Request Format
  366
- SOAP Response Format
  366
Valid Time Zones
367
Example Notification Endpoint WSDL
370

Size:

2.28 MB
Pages:

374
Language:

English

Open manual

Release Notes

User Guide

Preface
7
Purpose
7
Audience
7
Organization
7
1. Welcome
9
About the Web Administration Portal
9
Overview
9
How does it work?
10
Getting Started
10
Overview
10
Host Administrator First Steps
10
Tenant Administrator First Steps
10
Tenant User First Steps
11
Open the Online Help
11
Log in and log out
11
Logging in
11
Logging out
13
Home Page
13
Your Home Page
13
User Categories
13
Change Your Password
16
Web Tool Commands and Browser Interaction
17
Supported Browsers
17
Using Popup Blockers
17
System Administration
17
Administrator Tasks
17
2. Basic Mode
21
Team Management
21
Agent Reskilling
24
3. Settings
27
Manage Settings
27
Change Your User Settings
27
Basic Options
27
Advanced Options
28
Change Global Security Settings
28
Overview
28
Managing Global Security Settings
29
Preset Global Security Settings
30
Change the System Settings
31
About Settings
33
4. Information Notices
35
Manage Information Notices
35
Overview
35
Basic Mode options
35
Advanced Mode options
35
5. Audit Reports
39
Understanding Reports
39
View a Report
40
Manage Reports
42
Manage Reports
42
Manage Parameter Sets
43
Edit a Report
45
Set Report Exception Thresholds
45
6. System Manager
47
Manage the System
47
Page Access and Use
47
Using Portal With Other Provisioning Systems
47
What are Resources?
47
What is the System Manager tool?
49
Anchor Resources
50
Tree Structures
50
Organizing the tree contents
51
Navigating the Folder Tree
51
Managing the Tree
51
Resource Folder Tree Panel
51
Panel Access and Use
51
What is a Resource Folder?
52
How to Create a Resource Folder
52
How to Bulk Create Folders
53
How to Delete a Resource Folder
53
How to Move a Resource Folder
53
Items Panel
53
Panel Access and Use
53
List Resource Items
53
Select a Resource Item
54
Create a Resource Item
54
Move Resource Item(s)
54
Delete Resource Items
55
Details Panel
55
Page Access and Use
55
Details Tab
55
Associations Tab
55
Advanced Tab
56
History Tab
56
Resource States
56
Uploading Resources
57
Template Guide
57
Using the Bulk Upload Tool
62
Agent Management
64
Manage Persons
64
Manage Agents
68
Manage Agent Desktops
75
Manage Agent Teams
80
Manage Skill Groups
83
Manage Enterprise Skill Groups
86
Contact Management
88
Manage Dialed Numbers
88
Manage Directory Numbers
90
Manage Call Types
92
Manage Labels
94
Equipment Management
96
Manage IP Phones
96
Manage Directory Numbers
99
Manage Printers
100
Audio Management
101
Manage VRU Scripts
101
Code and Variable Management
102
Manage User Variables
102
Manage Expanded Call Variables
104
7. Security Management
107
Manage Security
107
Overview
107
Getting Started with Security
108
Security Example
109
Security Tutorial
110
Overview
110
Before You Begin
110
Create Users
110
Create a Group
112
Assign Permissions to a Group
112
Assign a Global Role
113
Assign Permissions to a User
113
Delete Your Examples
114
Manage Roles and Tasks
114
Overview
114
Managing Global Roles
115
Managing Non-Global Roles
116
Manage Folder Permissions
118
Create a User
119
Manage Users
120
Create a Group
124
Manage Groups
124
8. Glossary
129
9. Index
144
Error
56
Example
110
Expanded Call Variable
104
Expired Page
17
Agent Desk Settings
75
Agent Desktop
75
Audio
101
Audit
39
Browsers
17
Historical Reports
39
Bulk Upload
57
About
13
Change Your Password
16
Change your Security Settings
28
Change Your System Settings
31
Change Your User Settings
27
Comma Separated Variable
40
IVR
101
Delete Pending
56
Labels
94
Deleted
56
Desk Settings
75
Desktop
75
Dialed Number
88
Manage Expanded Call Variables
104
Manage Folder Permissions
118
Edit Group
124
Manage Information Notices
35
Edit Group Members
124
Manage Labels
94
Manage Printers
100
Edit Information Notices
35
Manage Reports
42
Edit Item Security
118
Manage Roles
114
Edit User
120
Manage Security
107
Manage Settings
27
Enterprise Skill Groups
86
Manage the System
47
Manage Users
120
Synchronize
56
New Schedule
42
System
47
New System Notice
35
Tasks
114
TIFF
40
Tutorial
110
Persons
64
Prefixes
10
User Variable
102
Ready
56
Real Time reports
39
Historical Reports
39
VRU Script
101
Real Time reports
39
Report Exception Thresholds
45
Disabled
27

Size:

1.4 MB
Pages:

145
Language:

English

Open manual

User Guide

1. Welcome
9
About the Unified Contact Center Management Portal
9
Overview
9
How does it work?
10
Getting Started
10
Overview
10
Host Administrator First Steps
10
Tenant Administrator First Steps
10
Tenant User First Steps
11
Open the Online Help
11
Log in and log out
11
Logging in
11
Logging out
13
Single Sign On
13
Home Page
13
Your Home Page
13
Modes
14
Change Your Password
15
Web Tool Commands and Browser Interaction
16
Supported Browsers
16
Using Popup Blockers
16
2. Basic Mode
17
Team Management
17
Agent Reskilling
21
3. Settings
23
Manage Settings
23
Change Your User Settings
23
Basic Options
23
Advanced Options
24
Change the System Settings
24
Customize the Top Menu
25
View the Application Log
25
Change the Security Settings
26
Change the Provisioning Settings
27
Edit Provisioning Settings
27
About Settings
27
4. Service Manager
29
5. Information Notices
30
Manage Information Notices
30
Overview
30
Basic Mode options
30
Advanced Mode options
30
6. Audit Reports
33
Understanding Reports
33
View a Report
34
Manage Reports
36
Manage Reports
36
Manage Parameter Sets
37
Edit a Report
39
Set Report Exception Thresholds
39
7. System Manager
41
Manage the System
41
Page Access and Use
41
Using Portal With Other Provisioning Systems
41
What are Resources?
41
What is the System Manager tool?
43
Anchor Resources
44
Tree Structures
44
Organizing the tree contents
45
Navigating the Folder Tree
45
Managing the Tree
45
Resource Folder Tree Panel
45
Panel Access and Use
45
What is a Resource Folder?
46
How to Create a Resource Folder
46
How to Bulk Create Folders
47
How to Delete a Resource Folder
47
How to Move a Resource Folder
47
Items Panel
47
Panel Access and Use
47
List Resource Items
47
Select a Resource Item
48
Create a Resource Item
48
Move Resource Item(s)
48
Delete Resource Items
49
Details Panel
49
Page Access and Use
49
Details Tab
49
Associations Tab
49
Advanced Tab
50
History Tab
50
Status Tab
50
Resource States
50
Pending Active
51
Ready
51
Error
51
Awaiting Deletion
51
Deleted
51
Uploading Resources
52
Template Guide
52
Using the Bulk Upload Tool
57
Agent Management
60
Manage Persons
60
Manage Agents
63
Manage Agent Desktops
71
Manage Agent Teams
76
Manage Skill Groups
79
Manage Enterprise Skill Groups
82
Contact Management
84
Manage Dialed Numbers
84
Manage Call Types
86
Manage Labels
89
Equipment Management
91
Manage IP Phones
91
Manage Directory Numbers
94
Manage Printers
95
Audio Management
96
Manage VRU Scripts
96
Code and Variable Management
97
Manage User Variables
97
Manage Expanded Call Variables
99
8. Security Management
103
Overview
103
Inheritance and Policy Root Folders
103
Users and Groups
103
Permissions
104
Creating and Managing Global Roles
105
Managing Global Roles
106
Creating and Managing Folder Roles
107
Managing Folder Roles
107
Creating and Managing Users
107
Creating a User
107
Managing Users
109
User Permissions
109
Creating and Managing Groups
110
Creating a Group
110
Managing a Group
111
Group Permissions
111
Assigning Folder Permissions
112
9. Glossary
114
10. Index
129
Folder
112
Inheritance
103
Agent Desk Settings
71
Agent Desktop
71
Audio
96
Roles
105
Audit
33
Global Roles
104
Default Groups
104
Manage Groups
103
Manage Groups
47
Browsers
16
Permissions
111
Bulk Upload
52
Managing Groups
110
Change Your Password
15
Change your Security Settings
26
Historical Reports
33
Change Your System Settings
24
Change Your User Settings
23
About
13
Comma Separated Variable
34
Delete Pending
50
Deleted
50
Desk Settings
71
Inheritance
103
Desktop
71
Dialed Number
84
IVR
96
Directory Number
94
Labels
89
Edit Global Role
26
Edit Information Notices
30
Edit Item Security
112
Enterprise Skill Groups
82
Manage Expanded Call Variables
99
Error
50
Manage Folders
45
Manage Groups
103
Expanded Call Variable
99
Expired Page
16
Manage Information Notices
30
Manage Labels
89
Manage Printers
95
Manage Reports
36
Folder
107
Manage Settings
23
Global
105
Global Roles
26
Manage the System
41
Manage Users
103
Managing Groups
110
Managing Users
107
Security
26
New Role
26
New Schedule
36
Synchronize
50
New System Notice
30
System
41
TIFF
34
Persons
60
Manage Users
103
Prefixes
10
Managing Users
107
Permissions
109
User Variable
97
Ready
50
Historical Reports
33
VRU Script
96
Report Exception Thresholds
39
Disabled
23
WAV file
96
Roles
104
Default
105

Size:

1.35 MB
Pages:

130
Language:

English

Open manual

User Guide

Preface
7
Purpose
7
Audience
7
Organization
7
Obtaining Documentation
7
Documentation Feedback
8
Cisco Product Security Overview
9
Obtaining Technical Assistance
10
1. Welcome
14
About the Web Administration Portal
14
Overview
14
How does it work?
15
Getting Started
15
Overview
15
Host Administrator First Steps
15
Tenant Administrator First Steps
15
Tenant User First Steps
16
Open the Online Help
16
Log in and log out
17
Logging in
17
Logging out
18
Home Page
18
Your Home Page
18
User Categories
18
Change Your Password
21
Web Tool Commands and Browser Interaction
22
Supported Browsers
22
Using Popup Blockers
22
System Administration
22
Administrator Tasks
22
Scripting Tasks
25
2. Basic Mode
26
Team Management
26
Agent Reskilling
29
3. Settings
31
Manage Settings
31
Change Your User Settings
31
Basic Options
31
Advanced Options
32
Change Global Security Settings
33
Overview
33
Managing Global Security Settings
33
Preset Global Security Settings
34
Change the System Settings
35
About Settings
37
4. Information Notices
38
Manage Information Notices
38
Overview
38
Basic Mode options
38
Advanced Mode options
38
5. Reports
41
Understanding Reports
41
View a Report
41
Manage Reports
44
Manage Reports
44
Manage Parameter Sets
45
Edit a Report
46
Set Report Exception Thresholds
47
6. System Manager
49
Manage the System
49
Page Access and Use
49
What are Resources?
49
What is the System Manager tool?
51
Anchor Resources
52
Tree Structures
52
Organizing the tree contents
52
Navigating the Folder Tree
53
Resource Folder Tree Panel
53
Panel Access and Use
53
What is a Resource Folder?
53
How to Create a Resource Folder
54
How to Bulk Create Folders
54
How to Delete a Resource Folder
54
How to Move a Resource Folder
54
Items Panel
55
Panel Access and Use
55
List Resource Items
55
Select a Resource Item
55
Create a Resource Item
56
Move Resource Item(s)
56
Delete Resource Items
56
Details Panel
56
Page Access and Use
56
Details Tab
57
Associations Tab
57
Advanced Tab
57
History Tab
57
Resource States
57
Uploading Resources
58
Editing CSV files
58
Template Guide
58
Using the Bulk Upload Tool
63
Agent Management
66
Manage Agents
66
Manage Agent Desktops
74
Manage Agent Teams
79
Manage Skill Groups
81
Manage Enterprise Skill Groups
84
Contact Management
85
Manage Dialed Numbers
85
Manage Call Types
89
Manage Labels
92
Equipment Management
93
Manage IP Phones
93
Manage Directory Numbers
96
Manage Printers
98
Audio Management
98
Manage VRU Scripts
98
Code and Variable Management
99
Manage User Variables
99
7. Security Management
102
Manage Security
102
Overview
102
Getting Started with Security
103
Security Example
104
Security Tutorial
105
Overview
105
Before You Begin
105
Create Users
105
Create a Group
107
Assign Permissions to a Group
107
Assign a Global Role
108
Assign Permissions to a User
108
Delete Your Examples
109
Manage Roles and Tasks
110
Overview
110
Managing Global Roles
110
Managing Non Global Roles
112
Manage Folder Permissions
113
Manage Users
114
Create a User
117
Manage Groups
119
Create a Group
122
8. Glossary
124
9. Index
139
Domain User Name
61
Edit Group
119
Edit Group Members
119
Edit Information Notices
38
Agent
60
Edit Item Security
113
Agent Desk Settings
74
Agent Desktop
74
Edit User
114
Agent Team
62
Enterprise Skill Group
62
Enterprise Skill Groups
84
Argument Exception
65
Error
57
Example
65
Audio
98
Example
105
Audit
41
Excel
58
Expired Page
22
Boolean
64
Browsers
22
Format Exception
65
Change Your Password
21
Change your Security Settings
33
Change Your System Settings
35
Grouping Data
41
Change Your User Settings
31
Comma Separated Variable
41
Corrupt CSV file
58
CSS
65
CSV
58
Historical Reports
41
About
18
Date format
64
Delete Pending
57
Hyphen
64
Deleted
57
Desk Settings
74
Desktop
74
Dialed Number
62
Incoming
61
Domain Login Name
61
IPCC
25
IPTA
62
IVR
98
Ready
57
Real Time reports
41
Remote Agent
62
Labels
92
Login Name Already Exists
65
Historical Reports
41
Real Time reports
41
Report Exception Thresholds
47
Required?
59
Disabled
31
Manage Folder Permissions
113
Manage Information Notices
38
Manage Labels
92
Manage Printers
98
Manage Reports
44
Manage Roles
110
Scripts
25
Manage Security
102
Manage Settings
31
Security
33
Manage the System
49
Security
102
Manage Users
114
Security
105
Security Exception
65
Service Level Threshold
63
Service Level Type
63
NETBIOS
61
Skill Group
62
New Schedule
44
New System Notice
38
SNC
64
No Capacity Left
65
SQL Exception
65
No Identity Available
65
State Trace
61
Supervisor
60
Outgoing
62
Synchronize
57
System
49
Parameter Sets
45
Parameter Sets
44
Tasks
110
Parameter Sets
46
Parameter Sets
47
Template
58
Pass phrase
60
TIFF
41
Peripheral Number
61
Tutorial
105
Prefixes
15
VRU Script
98
Understand Reports
41
Upload
58
Upload
98
WAV file
98
User Variable
63
User Variable
99
Y/N data type
64

Size:

1.19 MB
Pages:

141
Language:

English

Open manual

User Guide

Preface
7
Purpose
7
Audience
7
Organization
7
Obtaining Documentation
7
Documentation Feedback
8
Cisco Product Security Overview
9
Obtaining Technical Assistance
10
1. Welcome
13
About the Web Administration Portal
13
Overview
13
How does it work?
14
Getting Started
14
Overview
14
Host Administrator First Steps
14
Tenant Administrator First Steps
14
Tenant User First Steps
15
Open the Online Help
15
Log in and log out
15
Logging in
15
Logging out
17
Home Page
17
Your Home Page
17
User Categories
17
Change Your Password
20
Web Tool Commands and Browser Interaction
20
Supported Browsers
20
Using Popup Blockers
21
System Administration
21
Administrator Tasks
21
2. Basic Mode
25
Team Management
25
Agent Reskilling
28
3. Settings
31
Manage Settings
31
Change Your User Settings
31
Basic Options
31
Advanced Options
32
Change Global Security Settings
32
Overview
32
Managing Global Security Settings
33
Preset Global Security Settings
34
Change the System Settings
35
About Settings
37
4. Information Notices
39
Manage Information Notices
39
Overview
39
Basic Mode options
39
Advanced Mode options
39
5. Reports
43
Understanding Reports
43
View a Report
43
Manage Reports
46
Manage Reports
46
Manage Parameter Sets
47
Edit a Report
48
Set Report Exception Thresholds
49
6. System Manager
51
Manage the System
51
Page Access and Use
51
What are Resources?
51
What is the System Manager tool?
53
Anchor Resources
54
Tree Structures
54
Organizing the tree contents
54
Navigating the Folder Tree
55
Managing the Tree
55
Resource Folder Tree Panel
55
Panel Access and Use
55
What is a Resource Folder?
55
How to Create a Resource Folder
56
How to Bulk Create Folders
56
How to Delete a Resource Folder
57
How to Move a Resource Folder
57
Items Panel
57
Panel Access and Use
57
List Resource Items
57
Select a Resource Item
58
Create a Resource Item
58
Move Resource Item(s)
58
Delete Resource Items
58
Details Panel
59
Page Access and Use
59
Details Tab
59
Associations Tab
59
Advanced Tab
60
History Tab
60
Resource States
60
Uploading Resources
60
Template Guide
61
Using the Bulk Upload Tool
65
Agent Management
68
Manage Persons
68
Manage Agents
71
Manage Agent Desktops
79
Manage Agent Teams
84
Manage Skill Groups
87
Manage Enterprise Skill Groups
90
Contact Management
92
Manage Dialed Numbers
92
Manage Directory Numbers
94
Manage Call Types
96
Manage Labels
98
Equipment Management
100
Manage IP Phones
100
Manage Printers
103
Audio Management
103
Manage VRU Scripts
103
Code and Variable Management
104
Manage User Variables
104
7. Security Management
107
Manage Security
107
Overview
107
Getting Started with Security
108
Security Example
109
Security Tutorial
110
Overview
110
Before You Begin
110
Create Users
110
Create a Group
112
Assign Permissions to a Group
112
Assign a Global Role
113
Assign Permissions to a User
113
Delete Your Examples
114
Manage Roles and Tasks
114
Overview
114
Managing Global Roles
115
Managing Non-Global Roles
116
Manage Folder Permissions
118
Manage Users
119
Create a User
122
Manage Groups
123
Create a Group
127
8. Glossary
128
9. Index
143
Enterprise Skill Groups
90
Error
60
Example
110
Agent Desk Settings
79
Agent Desktop
79
Audio
103
Grouping Data
43
Audit
43
Browsers
20
Bulk Upload
60
Historical Reports
43
About
17
Change Your Password
20
Change your Security Settings
32
Change Your System Settings
35
Change Your User Settings
31
Comma Separated Variable
43
IVR
103
Delete Pending
60
Deleted
60
Labels
98
Desk Settings
79
Desktop
79
Dialed Number
92
Directory Number
94
Manage Folder Permissions
118
Manage Information Notices
39
Edit Group
123
Manage Labels
98
Edit Group Members
123
Manage Printers
103
Edit Information Notices
39
Manage Reports
46
Edit Item Security
118
Manage Roles
114
Manage Security
107
Edit User
119
Manage Settings
31
Manage the System
51
Manage Users
119
Synchronize
60
System
51
New Schedule
46
New System Notice
39
Tasks
114
TIFF
43
Tutorial
110
Understand Reports
43
Persons
68
Prefixes
14
User Variable
104
Ready
60
Real Time reports
43
Historical Reports
43
VRU Script
103
Real Time reports
43
Report Exception Thresholds
49
WAV file
103
Disabled
31

Size:

1.31 MB
Pages:

144
Language:

English

Open manual

User Guide

Preface
7
Purpose
7
Audience
7
Organization
7
Obtaining Documentation
7
Documentation Feedback
8
Cisco Product Security Overview
9
Obtaining Technical Assistance
10
1. Welcome
13
About the Web Administration Portal
13
Overview
13
How does it work?
14
Getting Started
14
Overview
14
Host Administrator First Steps
14
Tenant Administrator First Steps
14
Tenant User First Steps
15
Open the Online Help
15
Log in and log out
15
Logging in
15
Logging out
17
Home Page
17
Your Home Page
17
User Categories
17
Change Your Password
20
Web Tool Commands and Browser Interaction
21
Supported Browsers
21
Using Popup Blockers
21
System Administration
21
Administrator Tasks
21
2. Basic Mode
25
Team Management
25
Agent Reskilling
28
3. Settings
31
Manage Settings
31
Change Your User Settings
31
Basic Options
31
Advanced Options
32
Change Global Security Settings
32
Overview
32
Managing Global Security Settings
33
Preset Global Security Settings
34
Change the System Settings
35
About Settings
37
4. Information Notices
39
Manage Information Notices
39
Overview
39
Basic Mode options
39
Advanced Mode options
39
5. Audit Reports
43
Understanding Reports
43
View a Report
44
Manage Reports
46
Manage Reports
46
Manage Parameter Sets
47
Edit a Report
49
Set Report Exception Thresholds
49
6. System Manager
51
Manage the System
51
Page Access and Use
51
Using Portal With Other Provisioning Systems
51
What are Resources?
51
What is the System Manager tool?
53
Anchor Resources
54
Tree Structures
54
Organizing the tree contents
55
Navigating the Folder Tree
55
Managing the Tree
55
Resource Folder Tree Panel
55
Panel Access and Use
55
What is a Resource Folder?
56
How to Create a Resource Folder
56
How to Bulk Create Folders
57
How to Delete a Resource Folder
57
How to Move a Resource Folder
57
Items Panel
57
Panel Access and Use
57
List Resource Items
57
Select a Resource Item
58
Create a Resource Item
58
Move Resource Item(s)
58
Delete Resource Items
59
Details Panel
59
Page Access and Use
59
Details Tab
59
Associations Tab
59
Advanced Tab
60
History Tab
60
Resource States
60
Uploading Resources
61
Template Guide
61
Using the Bulk Upload Tool
66
Agent Management
68
Manage Persons
68
Manage Agents
72
Manage Agent Desktops
79
Manage Agent Teams
84
Manage Skill Groups
87
Manage Enterprise Skill Groups
90
Contact Management
92
Manage Dialed Numbers
92
Manage Directory Numbers
94
Manage Call Types
96
Manage Labels
98
Equipment Management
100
Manage IP Phones
100
Manage Directory Numbers
103
Manage Printers
104
Audio Management
105
Manage VRU Scripts
105
Code and Variable Management
106
Manage User Variables
106
Manage Expanded Call Variables
108
7. Security Management
111
Manage Security
111
Overview
111
Getting Started with Security
112
Security Example
113
Security Tutorial
114
Overview
114
Before You Begin
114
Create Users
114
Create a Group
116
Assign Permissions to a Group
116
Assign a Global Role
117
Assign Permissions to a User
117
Delete Your Examples
118
Manage Roles and Tasks
118
Overview
118
Managing Global Roles
119
Managing Non-Global Roles
120
Manage Folder Permissions
122
Manage Users
123
Create a User
126
Manage Groups
127
Create a Group
131
8. Glossary
132
9. Index
147
Edit User
123
Enterprise Skill Groups
90
Error
60
Example
114
Expired Page
21
Agent Desk Settings
79
Agent Desktop
79
Audio
105
Audit
43
Browsers
21
Bulk Upload
61
Historical Reports
43
About
17
Change Your Password
20
Change your Security Settings
32
Change Your System Settings
35
Change Your User Settings
31
Comma Separated Variable
44
IVR
105
Delete Pending
60
Deleted
60
Desk Settings
79
Labels
98
Desktop
79
Dialed Number
92
Manage Expanded Call Variables
108
Manage Folder Permissions
122
Edit Group
127
Edit Group Members
127
Edit Information Notices
39
Manage Information Notices
39
Edit Item Security
122
Manage Labels
98
Manage Printers
105
Manage Reports
46
Manage Roles
118
Manage Security
111
Manage Settings
31
Manage the System
51
Manage Users
123
Synchronize
60
New Schedule
46
System
51
New System Notice
39
Tasks
118
TIFF
44
Tutorial
114
Persons
68
Prefixes
14
User Variable
106
Ready
60
Real Time reports
43
VRU Script
105
Historical Reports
43
Real Time reports
43
Report Exception Thresholds
49
WAV file
105
Disabled
31

Size:

1.33 MB
Pages:

148
Language:

English

Open manual

User Guide

Table of Contents
3
Preface
20
Getting Started
25
Settings
44
- User Settings
  44
  - Changing your password
    44
  - Changing your other user settings
    44
- System Settings
  45
  - About System Settings
    45
  - Changing the System Settings
    45
- Custom Links
  49
  - About Custom Links
    49
  - Adding a Custom Link
    49
  - Editing a Custom Link
    49
- About Page
  50
  - Viewing the Product Version
    50
Agent Re-Skilling
51
Agent Team Manager
54
Information Notices
61
Activity Monitor
64
Resource Manager
68
- Introduction
  68
  - About Resource Manager
    68
  - Resource Manager User Interface
    68
    - Overview
      68
    - Folder Tree Panel
      69
    - Items Panel
      69
    - Details Panel
      70
  - Common Details Panel Tabs
    71
    - Details Tab
      71
    - Associations Tabs
      71
    - Advanced Tab
      72
    - History Tab
      72
    - Custom Data Tab
      72
- Folders
  73
  - About Folders
    73
  - Creating a Folder
    73
  - Renaming a Folder
    74
  - Moving a Folder
    74
  - Deleting a Folder
    75
  - Bulk Uploading Folders
    76
- Tenants and Prefix Rules
  76
- Resources
  81
- Bulk Upload of Resources
  90
  - About Bulk Upload
    90
    - The Bulk Upload Tool
      90
    - Resources That Can Be Bulk Uploaded
      90
  - Editing CSV files
    91
  - Using the Bulk Upload Tool
    91
    - Starting a Bulk Upload
      91
    - Bulk Upload Errors
      92
    - Reasons for Upload Failure
      92
  - Bulk Upload Data Types
    93
  - Global Bulk Upload Columns
    93
  - Bulk Upload Agent Template
    94
  - Bulk Upload Agent Desktop Template
    96
  - Bulk Upload Agent Team Template
    97
  - Bulk Upload Call Type Template
    98
  - Bulk Upload Departments Template
    98
  - Bulk Upload Dialed Number Template
    99
  - Bulk Upload Enterprise Skill Group Template
    99
  - Bulk Upload Folders Template
    100
  - Bulk Upload Label Template
    101
  - Bulk Upload Network VRU Scripts Template
    101
  - Bulk Upload Person Template
    102
  - Bulk Upload Precision Attributes Template
    103
  - Bulk Upload Precision Queues Template
    104
    - Syntax for Precision Queue Steps
      105
  - Bulk Upload Skill Group Template
    107
  - Bulk Upload User Variable Template
    108
  - Bulk Upload Users Template
    109
  - About Merging
    110
  - Merging Items
    110
    - Overview
      110
    - Master Item
      111
    - Items to Merge
      111
    - Filter Options
      111
    - Merge
      111
- System Search Folders
  112
Resource Guide
115
- About Resource Types
  115
- Agents
  115
  - About Agents and Supervisor Agents
    115
  - Creating an Agent
    117
  - Adding an Agent to a Team
    118
  - Editing an Agent
    119
  - Deleting an Agent
    119
  - Bulk Uploading Agents
    119
  - Agent Fields
    120
- Agent Desktops
  129
  - About Agent Desktops
    129
  - Creating an Agent Desktop
    129
  - Editing an Agent Desktop
    129
  - Deleting an Agent Desktop
    130
  - Bulk Uploading Agent Desktops
    130
  - Agent Desktop Fields
    130
- Agent Teams
  136
  - About Agent Teams
    136
  - Creating an Agent Team
    136
  - Editing an Agent Team
    137
  - Deleting an Agent Team
    137
  - Bulk Uploading Agent Teams
    137
  - Agent Team Fields
    137
- Call Types
  141
  - About Call Types
    141
  - Creating a Call Type
    141
  - Editing a Call Type
    142
  - Deleting a Call Type
    142
  - Bulk Uploading Call Types
    142
  - Call Type Fields
    142
- Departments
  145
  - About Departments
    145
  - Creating a Department
    146
  - Editing a Department
    147
  - Deleting a Department
    147
  - Bulk Uploading Departments
    147
  - Department Fields
    147
- Device Profiles
  149
  - About Device Profiles
    149
  - Creating a Device Profile
    149
  - Deleting a Device Profile
    149
  - Device Profile Fields
    149
- Dialed Numbers
  152
  - About Dialed Numbers
    152
  - Creating a Dialed Number
    152
  - Editing a Dialed Number
    153
  - Deleting a Dialed Number
    153
  - Bulk Uploading Dialed Numbers
    154
  - Dialed Number Fields
    154
  - About Directory Numbers
    159
  - Creating a Directory Number
    159
  - Deleting a Directory Number
    159
  - Directory Number Fields
    159
- Enterprise Skill Groups
  162
  - About Enterprise Skill Groups
    162
  - Creating an Enterprise Skill Group
    162
  - Deleting an Enterprise Skill Group
    163
  - Bulk Uploading Enterprise Skill Groups
    163
  - Enterprise Skill Group Fields
    163
  - Editing an Enterprise Skill Group
    166
- Expanded Call Variables
  167
  - About Expanded Call Variables
    167
  - Creating an Expanded Call Variable
    167
  - Deleting an Expanded Call Variable
    167
  - Expanded Call Variable Fields
    167
  - About IP Phones
    170
  - Creating an IP Phone
    170
  - Deleting an IP Phone
    171
  - IP Phone Fields
    171
  - More About IP Phones
    174
    - Using Unified CCMP with Other Provisioning Systems
      174
    - Advanced Information
      174
- IVR Apps
  174
  - About IVR Apps
    174
  - Creating an IVR App
    175
  - Editing an IVR App
    175
  - Deleting an IVR App
    176
  - IVR App Fields
    176
- Labels
  176
  - About Labels
    176
  - Creating a Label
    176
  - Editing a Label
    177
  - Deleting a Label
    177
  - Bulk Uploading Labels
    177
  - Label Fields
    177
- Media Files
  180
  - About Media Files
    180
  - Creating a Media File
    180
  - Editing a Media File
    181
  - Deleting a Media File
    181
  - Media File Fields
    181
- Network VRU Scripts
  182
  - About Network VRU Scripts
    182
  - Creating a Network VRU Script
    184
  - Associating an Audio File with a Network VRU Script
    184
  - Editing a Network VRU Script
    185
  - Deleting a Network VRU Script
    185
  - Bulk Uploading Network VRU Scripts
    186
  - Network VRU Script Fields
    186
- Peripherals
  190
  - About Peripherals
    190
  - Peripheral Fields
    191
- Persons
  192
  - About Persons
    192
  - Creating a Person
    192
  - Editing a Person
    193
  - Deleting a Person
    193
  - Bulk Uploading Persons
    193
  - Person Fields
    193
  - SSO Mode for Persons
    199
- Precision Attributes
  200
  - About Precision Attributes
    200
  - Creating a Precision Attribute
    201
  - Editing a Precision Attribute
    202
  - Deleting a Precision Attribute
    202
  - Bulk Uploading Precision Attributes
    202
  - Precision Attribute Fields
    203
- Precision Queues
  207
  - About Precision Queues
    207
  - Creating a Precision Queue
    209
  - Editing a Precision Queue
    209
  - Deleting a Precision Queue
    209
  - Bulk Uploading Precision Queues
    210
  - Precision Queue Fields
    210
- Services
  225
  - About Services
    225
  - Creating a Service
    225
  - Deleting a Service
    225
  - Service Fields
    225
  - Editing a Service
    229
- Skill Groups
  230
  - About Skill Groups
    230
  - Creating a Skill Group
    230
  - Editing a Skill Group
    230
  - Deleting a Skill Group
    231
  - Bulk Uploading Skill Groups
    231
  - Skill Group Fields
    231
- User Variables
  235
  - About User Variables
    235
  - Creating a User Variable
    236
  - Deleting a User Variable
    236
  - Bulk Uploading User Variables
    236
  - User Variable Fields
    236
Security
239
- Security Features
  239
  - About Security
    239
    - Security and the Folder Structure
      239
    - Inheritance and Policy Root Folders
      239
  - About Users and Groups
    240
  - About Default Groups
    241
  - About Permissions
    241
  - About Default Roles
    242
  - About Security Management Tools
    242
- Global Roles
  243
  - About The Global Role Manager
    243
  - About Global Roles
    243
  - Starting the Global Role Manager
    244
  - Creating a Global Role
    244
  - Assigning a Global Role
    244
  - Editing a Global Role
    244
  - Deleting a Global Role
    245
- Roles
  245
  - About The Role Manager
    245
  - About Folder Roles
    245
  - Starting the Role Manager
    246
  - Creating a Folder Role
    246
  - Assigning a Folder Role
    246
  - Editing a Folder Role
    246
  - Deleting a Folder Role
    247
- Users
  247
  - About Users
    247
  - Starting the User Manager
    247
  - Creating a User
    247
  - Editing User Details
    250
  - Moving a User
    250
  - Deleting a User
    250
  - Copying a User
    251
  - Viewing User Permissions
    251
  - Changing User Permissions
    251
  - Changing the Groups a User Belongs To
    252
  - About ISE Enabled Users
    252
  - Configuring Imported UCCE Users for ISE Integration
    252
  - User Fields
    253
    - Fields Available When Creating a User
      253
    - Fields Available When Editing a User
      256
- Groups
  258
  - About Groups
    258
  - Starting the Group Manager
    259
  - Creating a Group
    259
  - Editing Group Details
    259
  - Moving a Group
    260
  - Deleting a Group
    260
  - Viewing Group Permissions
    260
  - Changing Group Permissions
    261
  - Changing the Members in a Group
    261
  - Changing the Groups a Group Belongs To
    262
  - Group Fields
    262
    - Fields Available When Creating a Group
      262
    - Fields Available When Editing a Group
      262
- Security Permissions
  264
Standard Gadgets Guide
267
- CVP Resource Upload Gadget
  267
- Resource Manager Gadget
  269
  - About the Resource Manager Gadget
    269
  - About Resources
    269
  - Tasks Associated with Resources
    270
    - Viewing Resources in the Resource Grid
      270
    - Viewing And Editing Resource Details and Status
      271
    - Creating Resources
      272
    - Moving Resources
      273
    - Deleting Resources
      273
  - Entering Data in Resource Manager Fields
    273
    - Search Filter
      273
    - Resource Selector
      274
    - Association Grid
      274
    - Folder Tree
      275
    - Drop-Down List
      276
  - Security Requirements for the Resource Manager Gadget
    276
  - Supported Resources
    276
  - Agents
    277
  - Agent Desktops
    277
    - About Agent Desktops
      277
    - Agent Desktop Properties
      277
  - Agent Teams
    281
    - About Agent Teams
      281
    - Agent Team Properties
      282
  - Call Types
    285
    - About Call Types
      285
    - Call Type Properties
      285
  - Categories
    288
    - About Categories
      288
    - Category Properties
      288
  - Departments
    289
    - About Departments
      289
    - Department Properties
      290
  - Device Profiles
    291
    - About Device Profiles
      291
    - Device Profile Properties
      291
  - Dialed Numbers
    293
    - About Dialed Numbers
      293
    - Dialed Number Properties
      294
  - Directory Numbers
    296
    - About Directory Numbers
      296
    - Directory Number Properties
      296
  - Enterprise Skill Groups
    298
    - About Enterprise Skill Groups
      298
    - Enterprise Skill Group Properties
      298
  - Expanded Call Variables
    300
    - About Expanded Call Variables
      300
    - Expanded Call Variable Properties
      300
  - IP Phones
    302
    - About IP Phones
      302
    - IP Phone Properties
      302
  - Labels
    305
    - About Labels
      305
    - Label Properties
      305
  - Network VRU Scripts
    308
    - About Network VRU Scripts
      308
    - Network VRU Script Properties
      309
  - Persons and Agents
    312
    - About Persons
      312
    - About Agents and Supervisor Agents
      312
    - Person and Agent Properties
      313
  - Precision Attributes
    319
    - About Precision Attributes
      319
    - Precision Attribute Properties
      319
  - Precision Queues
    322
    - About Precision Queues
      322
    - Precision Queue Properties
      323
  - Services
    328
    - About Services
      328
    - Service Properties
      328
  - Skill Groups
    331
    - About Skill Groups
      331
    - Skill Group Properties
      331
  - Users
    334
    - About Users
      334
    - User Properties
      334
  - User Variables
    337
    - About User Variables
      337
    - User Variable Properties
      337
System Administration Tasks
340
- About Administrator Tasks
  340
- Agent and Group Related Tasks
  340
- Contact Routing Tasks
  341
Glossary
342

Size:

2.03 MB
Pages:

353
Language:

English

Open manual

User Guide

Size:

453 KB
Pages:

14
Language:

English

Open manual

User Guide

Size:

390 KB
Pages:

20
Language:

English

Open manual

User Guide

Size:

258 KB
Pages:

20
Language:

English

Open manual

User Guide

Size:

390 KB
Pages:

20
Language:

English

Open manual

Maintenance Manual

OVERVIEW
7
Operational Overview
7
2 WEB SERVER
9
Import a Tenant from the ICM
9
How does it work?
9
Portal Users
9
Host Administrator First Steps
10
Configuring Imported Resource Data
10
Creating a Tenant Administrator
11
Assigning Administrator Privileges
12
3 SYSTEM PROVISIONING
13
Security Management
13
Reverting to a Previous Security Version
13
System Management
14
4 PROVISIONING COMPONENT MONITORING
15
Performance Counters
16
Event Log Alarms
17
5 SNMP CONFIGURATION
18
Stage 1 - Configure the Provisioning component alarm generator
18
Stage 2 - Add alarms to the Windows event log
18
Stage 3 - Setup the Windows SNMP service
18
Provisioning Component Alarms Reference
19
Provisioning Component Alarm Service has Started
19
Provisioning Component Alarm Service has Stopped
19
Provisioning Component Customer Script is Online
19
Provisioning Component Customer Script is Offline
20
Provisioning Component Failed Transactions
20
Provisioning Component Timed Out Transactions
21
Provisioning Component Rejected Transactions
21
Trap Guidelines
22
6 SysMon
24
Installing SysMon
24
The Configuration File
24
Configuration
24
Alerts
24
Monitors
26
7 AUDIT TRAILS
30
Audit Histories
30
Audit Reports
30
8 Bulk Upload
32
Member Attributes
32
Editing CSV files
32
Template Guide
32
Global Template Columns
32
Agent Template
34
Folders Template
35
Agent Desktop Template
35
Agent Team Template
36
Enterprise Skill Group Template
36
Skill Group Template
36
User Variable Template
37
Using the Bulk Upload Tool
37
Data Types
38
Agent Security Field Example
38
Reasons for Upload Failure
39
9 INDEX
40
Email alert
25
Enabled Period
15
Advanced Mode
11
Enterprise Skill Group
36
Agent
34
Agent Team
36
Errors
15
Alarm
19
Event log
18
Alarm generator
18
Alert
25
Alert
24
Example
38
Cluster connection
24
Excel
32
Email
25
Event log
25
File
25
Application Component
7
Argument Exception
39
Failed transactions
20
History
30
Audit Report
30
File alert
25
Filtered
15
Format Exception
39
Call Error Rate
16
Call Reject Rate
16
Call Request Rate
16
Call Timeout Rate
16
Cluster connection alert
24
History tab
30
Configuration
24
Configuration Manager
9
Corrupt CSV file
32
CPU usage monitor
27
CSS
39
ICM
9
CSV
32
Alarms
22
Incoming
35
IP address
19
Data Import Component
8
IPTA
36
Database
7
Database Server
8
Description
32
Log
16
Dialed Number
36
Application
19
Disk fragmentation monitor
28
Event
17
Disk space monitor
28
Login Name Already Exists
39
Domain Login Name
35
Domain User Name
35
Member attributes
32
Monitor
26
Edit Filter
30
CPU usage
27
Disk fragmentation
28
Disk space
28
Performance counters
28
Replication
28
Services
29
SQL connection
29
Security Exception
39
SQL query
29
Service Level Threshold
36
Service Level Type
37
NETBIOS
35
Monitor
29
No Capacity Left
39
Skill Group
36
No Identity Available
39
SNMP Service
18
SQL connection monitor
29
SQL Exception
39
SQL query monitor
29
Oneshot
15
State
15
Online
19
State Trace
34
Outgoing
35
Supervisor
34
Calls
16
IPCC
9
Requests
15
SysMon
24
Alert
24
Configuration
24
Monitor
26
Pass phrase
34
Password
11
Path
37
Perfmon
16
Perfmon
16
Template
32
Tenant
9
Monitor
28
Equipment
10
Scheduling
16
Tenant User
9
Peripheral Number
34
Throttling
18
Prefix
10
Timed out
21
Create
10
Edit
11
Total Call Errors
16
Priority
11
Total Call Requests
16
Privileges
12
Total Call Timeouts
16
Processor
15
Total Calls Rejected
16
Total Processor Starts
16
Monitoring
15
Total Processor Stops
16
Transactions
15
Trap Throttling
18
Rejected transactions
21
Remote Agent
36
Upload, bulk
32
Monitor (SysMon)
28
User types
9
Reporting
7
User Variable
37
Reporting Period
17
Reporting Services
7
Reports
30
Required?
32
Web Application Server
8
Restart
15
Web monitoring
15
Wrap up
35

Size:

606 KB
Pages:

42
Language:

English

Open manual

Maintenance Manual

OVERVIEW
12
Operational Overview
12
2 WEB SERVER
14
Import a Tenant from the ICM
14
How does it work?
14
Portal Users
14
Host Administrator First Steps
15
Configuring Imported Resource Data
15
Creating a Tenant Administrator
16
Assigning Administrator Privileges
17
3 SYSTEM PROVISIONING
18
Security Management
18
System Management
18
4 PROVISIONING COMPONENT MONITORING
19
Performance Counters
20
Event Log Alarms
21
5 SNMP CONFIGURATION
22
Stage 1 - Configure the Provisioning component alarm generator
22
Stage 2 - Add alarms to the Windows event log
22
Stage 3 - Setup the Windows SNMP service
22
Provisioning Component Alarms Reference
23
Provisioning Component Alarm Service has Started
23
Provisioning Component Alarm Service has Stopped
23
Provisioning Component Customer Script is Online
23
Provisioning Component Customer Script is Offline
24
Provisioning Component Failed Transactions
24
Provisioning Component Timed Out Transactions
25
Provisioning Component Rejected Transactions
25
Trap Guidelines
26
6 AUDIT TRAILS
27
Audit Histories
27
Audit Data Report
27
7 Bulk Upload
29
Member Attributes
29
Editing CSV files
29
Template Guide
29
Global Template Columns
29
Agent Template
31
Folders Template
32
Agent Desktop Template
32
Agent Team Template
33
Enterprise Skill Group Template
33
Skill Group Template
33
User Variable Template
34
Using the Bulk Upload Tool
34
Data Types
35
Agent Security Field Example
35
Reasons for Upload Failure
36
8 INDEX
37
Event Outcome
30
Event Source
29
Example
37
Advanced Mode
18
Excel
31
Agent
33
Agent Team
35
Alarm
25
Alarm generator
24
Failed transactions
26
Application Component
14
Argument Exception
38
Filtered
21
History
29
Audit Name
29
Audit Report
29
Boolean
37
Call Error Rate
22
History tab
29
Call Reject Rate
22
Call Request Rate
22
Hyphen
37
Call Timeout Rate
22
Configuration Manager
16
Corrupt CSV file
31
ICM
16
CSS
38
CSV
31
Resource data
17
Alarms
28
Incoming
34
Data Import Component
15
IP address
24
Database
14
IPTA
35
Database Server
15
Item Name
30
Date format
37
Item Type Name
29
Description
31
Item Type Success
30
Dialed Number
35
Domain Login Name
34
Domain User Name
34
Log
23
Application
25
Event
23
Login Name Already Exists
38
Edit Filter
29
Enabled Period
21
Enterprise Skill Group
35
Member attributes
31
Errors
21
Event log
24
Service Level Threshold
35
NETBIOS
34
Service Level Type
36
No Capacity Left
38
Skill Group
35
No Identity Available
38
SNC
37
SNMP Service
24
SQL Exception
38
Oneshot
21
Online
25
State
21
Outgoing
34
State Trace
33
Supervisor
33
Calls
22
Requests
21
IPCC
16
Pass phrase
33
Password
18
Template
31
Path
36
Perfmon
22
Equipment
17
Perfmon
23
Performance Counters
22
Tenant Success
30
Scheduling
23
Tenant User
16
Peripheral Number
33
Throttling
24
Prefix
17
Create
17
Timed out
27
Edit
18
Total Call Errors
22
Privileges
19
Total Call Requests
22
Processor
21
Total Call Timeouts
22
Total Calls Rejected
22
Total Processor Starts
22
Monitoring
21
Total Processor Stops
22
Transactions
21
Trap Throttling
24
Rejected transactions
27
Remote Agent
35
Report Success
30
Upload, bulk
31
Reporting
14
User types
16
Reporting Period
23
User Variable
36
Reporting Services
14
Reports
29
Required?
31
Resource Name
29
Web Application Server
15
Restart
21
Web monitoring
21
Wrap up
34
Security Exception
38
Y/N data type
37

Size:

367 KB
Pages:

38
Language:

English

Open manual

Maintenance Manual

Installation Guide

1. Unified Contact Center Management Portal
8
Overview
8
Primary Functionality
8
Deployment Specifics
9
Deployment Models
10
N-Sided Replication
10
2. Installation Guidelines and Requirements
11
Installation Prerequisite Checklist
11
Database
11
Application
11
Data Import
12
General Advice
12
Server Requirements
12
Windows
12
SQL Server
13
Backup Guidelines
14
Security Guidelines
14
Reporting Services Security Configuration
14
Required User Accounts
15
sql_agent_user
15
NT AUTHORITY\NETWORK SERVICE
15
3. Component Installation
16
Planning Your Installation
16
Recording Your Settings
16
Component Installation
17
Database Component
17
Database Component Installation
17
Database Setup
18
Database Replication
20
Application Server Component
20
Application Server Component Installation
20
Web Server Component
21
Web Server Component Installation
22
Data Import Server Component
22
Data Import Server Component Installation
22
Product Documentation
23
Documentation Installation
23
SysMon
23
4. Component Configuration
24
Data Replication
24
Configuring the SQLSERVERAGENT Service
24
Platform Server Cluster Configuration
25
Configuration Overview
25
Common ConAPI Credentials
25
CMS Server Setup
26
Configuration Procedure
27
CVP Media File Upload
36
Preparing the Configuration
36
Configuring DFS for CVP Media File Upload
36
Configuring DFS Root Targets
37
Configuring File Replication for CVP Media File Upload
37
Performance Configuration Checklists
38
Web Server
38
Database Server
40
5. Post Installation Steps
41
Logging into the Management Portal
41
Report Uploading
41
6. Upgrading From a Previous Version
42
Overview
42
Uninstalling the Portal
42
Uninstalling Data Import Server Component
42
Uninstalling the Provisioning Server Component
43
Uninstalling Other Components
43
Upgrading SQL Server
44
Upgrading to SQL Server 2005 Enterprise Edition
44
Upgrading to SQL Server 2005 Standard Edition
44
Installing the Portal
48
Configuration
48
Configuration Manager
48
Setting up ReportServer Connections
49
Replication
49
7. Platform Uninstallation
50
Uninstalling Data Import Server Component
50
Removing Replication
50
Uninstalling Data Import Server Component
50
Uninstalling the Database Component
51
Uninstalling All Other Components
51
8. Glossary
52
9. Index
58
Application Instance List
26
ICM
9
Audit
8
IPCC
9
Back up
14
Load balancing
10
BITS
12
CallManager
9
Microsoft Terminal Services
12
Cisco Security Agent (CSA)
16
Cluster
24
CMS Server
26
NAM
25
Commissioning
8
Component
11
ConAPI
25
CVP Media File Upload
36
CVP tools
9
Checklists
38
Prerequisite Software
11
Data replication
24
Backup
45
Restore
46
Decrypt
18
Dedicated Server
10
Report Uploading
41
Demilitarized zone (DMZ)
10
Resilience
10
Models
10
Specifics
9
Secure Deployment
10
Documentation
23
Security Hardening
12
Domain controller
12
SNMP traps
12
Dual-sided
16
SQL Server Agent service
12
sql_agent_user
15
Subscriber
24
Encrypt
18
Encryption keys
47
Transaction log
14
FTP
12
Uninstallation
50
VRU
36
Upgrade
42
User interface
8
WAV
36

Size:

685 KB
Pages:

59
Language:

English

Open manual

Installation Guide

1. Unified Contact Center Management Portal
8
Overview
8
Primary Functionality
8
Deployment Specifics
9
Deployment Models
10
N-Sided Replication
10
2. Installation Guidelines and Requirements
11
General Advice
11
Server Guidelines
11
Server Backups
12
Security Guidelines
12
Windows Components
13
Installation Prerequisite Checklist
13
Database
13
Reporting Services
13
Application
14
Web
14
Provisioning
14
Data Import
14
SysMon
14
3. Component Installation
15
Planning Your Installation
15
Running the Installer
15
Recording Your Settings
16
Database Component
16
Database Component Installation
16
Database Setup
17
Database Replication
18
Database Component Configuration
18
Reporting Extensions Component
18
Reporting Extensions Component Installation
18
Application Server Component
19
Application Server Component Installation
19
Web Server Component
21
Web Server Component Installation
21
Configuring IIS
21
Provisioning Server Component
22
Provisioning Server Component Installation
22
Provisioning Component Configuration
22
Data Import Server Component
23
Data Import Server Component Installation
23
Product Documentation
23
Documentation Installation
24
SysMon
24
4. Component Configuration
25
Database Component Configuration
25
Provisioning Server Component Configuration
26
Data Replication
26
Required Account
26
Configuring the SQLAgentStart Service
26
Platform Server Cluster Configuration
27
Configuration Overview
28
Common ConAPI Credentials
28
CMS Server Setup
29
Configuration Procedure
30
CVP Media File Upload
37
Preparing the Configuration
38
Configuring DFS for CVP Media File Upload
38
Configuring DFS Root Targets
39
Configuring File Replication for CVP Media File Upload
39
Performance Configuration Checklists
40
Web Server
40
Database Server
42
5. Post Installation Steps
43
Logging into the Management Portal
43
Report Uploading
43
6. Upgrading From a Previous Version
44
Overview
44
Uninstallation
44
Installation
44
Configuration
44
Replication
44
7. Platform Uninstallation
46
Uninstalling Data Import Server Component
46
Removing Replication
46
Uninstalling Data Import Server Component
46
Uninstalling the Provisioning Server Component
47
Uninstalling the Database Component
47
Uninstalling All Other Components
48
8. Glossary
49
9. Index
55
Adobe Acrobat Reader 7.0.
23
Application Instance List
28
IIS logging
11
ASP
26
Internet Information Services
21
IPCC
9
Back up
12
Load balancing
10
BITS
12
CallManager
9
Microsoft Terminal Services
12
Cisco Security Agent (CSA)
15
Cluster
25
CMS Server
29
Commissioning
9
component
13
ConAPI
28
CVP Media File Upload
37
CVP tools
9
Checklists
40
Prerequisite Software
13
publisher
31
Data replication
25
Publisher
27
Data Replication
26
Database Replication
18
Decrypt
19
Dedicated Server
10
Reboot
11
Demilitarized zone (DMZ)
10
Report Uploading
43
Models
10
Resilience
10
Specifics
9
Documentation
23
Domain controller
11
Secure Deployment
10
Dual mode
11
Security Hardening
12
Dual-sided
15
SNMP traps
11
SQL Server Agent service
11
Subscriber
27
Encrypt
19
Thresholds
18
Transaction log
12
FTP
12
Uninstallation
46
WAV
37
Upgrade
44
WebView
9
User interface
8
VRU
37

Size:

658 KB
Pages:

56
Language:

English

Open manual

Installation Guide

1. Unified Contact Center Management Portal
14
Overview
14
Primary Functionality
14
Deployment Specifics
15
Deployment Models
16
N-Sided Replication
16
2. Installation Guidelines and Requirements
17
General Advice
17
Server Guidelines
17
Server Backups
18
Security Guidelines
18
Windows Components
19
Installation Prerequisite Checklist
19
3. Component Installation
21
Planning Your Installation
21
4. Database Component
23
Database Component Installation
23
Database Replication
26
Database Component Configuration
26
5. Reporting Extensions Component
27
Reporting Extensions Component Installation
27
6. Application Server Component
29
Application Server Component Installation
29
7. Web Server Component
32
Web Server Component Installation
32
8. Provisioning Server Component
34
Provisioning Server Component Installation
34
Provisioning Component Configuration
36
9. Data Import Server Component
37
Data Import Server Component Installation
37
10. Product Documentation
39
Overview
39
Documentation Installation
39
11. Component Configuration
40
Database Component Configuration
40
Database Server Security Configuration
40
Provisioning Server Component Configuration
41
Platform Server Cluster Configuration
41
Configuration Overview
41
Common ConAPI Credentials
42
CMS Server Setup
42
Configuration Procedure
43
Data Replication
50
Required Account
50
Configuring the SQLAgentStart Service
50
CVP Media File Upload
52
Preparing the Configuration
53
Configuring DFS for CVP Media File Upload
53
Configuring File Replication for CVP Media File Upload
54
Performance Configuration Checklists
56
Web Server
56
Database Server
58
12. Post Installation Steps
59
Report Uploading
59
13. Platform Uninstallation
60
Uninstalling Database Components
60
Uninstalling Web Components
62
Uninstalling Data Import Components
60
Uninstalling Provisioning Components
60
14. Glossary
64
15. Index
71
Dual mode
17
Dual-sided
22
Distributor
15
Adobe Acrobat Reader 7.0.
39
Encrypt
30
Application component
21
Endpoint URL
48
Application Instance List
42
ASP
40
Audit Trails
14
AXL
48
Facts
22
Failover
21
Back office databases
21
FTP
18
Back up
18
BITS
18
IIS logging
17
Internet Information Services
33
CallManager
15
IPCC Hosted Edition
15
CICM
46
CICM instance
15
Cisco Security Agent (CSA)
22
Cluster
40
Load balancing
16
CMS Server
42
Commissioning
14
component
19
ConAPI
41
Connector
21
Microsoft Message Queuing
34
Cryptography
30
Microsoft Terminal Services
18
CVP Media File Upload
52
CVP tools
15
NAM
44
Data Import component
21
Data replication
40
Data Replication
50
Data warehouses
21
Checklists
56
Database component
21
Prerequisite Software
19
Database Replication
25
Provisioning
14
Decrypt
30
Provisioning component
21
Dedicated Server
16
publisher
44
Demilitarized zone (DMZ)
16
Publisher
51
Models
16
Specifics
15
Dimensions
22
Reboot
17
Distributor
51
Replication
40
Documentation
39
Report Uploading
59
Domain controller
17
Resilience
16
Secure Deployment
16
Uninstallation
60
Security Hardening
18
User interface
14
SNMP traps
17
SQL Server 2000
21
SQL Server Agent service
17
Subscriber
51
Systems integrator
16
WAV
52
Template
59
Thresholds
27
Transaction log
18

Size:

479 KB
Pages:

72
Language:

English

Open manual

Installation Guide

1. Unified Contact Center Management Portal
14
Overview
14
Primary Functionality
14
Deployment Specifics
15
Deployment Models
16
N-Sided Replication
16
2. Installation Guidelines and Requirements
17
General Advice
17
Server Guidelines
17
Server Backups
18
Security Guidelines
18
Windows Components
19
Installation Prerequisite Checklist
19
Database
19
Reporting Services
19
Application
20
Web
20
Provisioning
20
Data Import
20
3. Component Installation
21
Planning Your Installation
21
Running the Installer
21
Recording Your Settings
22
Database Component
22
Database Component Installation
22
Database Setup
23
Database Replication
24
Database Component Configuration
24
Reporting Extensions Component
24
Reporting Extensions Component Installation
24
Application Server Component
25
Application Server Component Installation
25
Web Server Component
27
Web Server Component Installation
27
Configuring IIS
27
Provisioning Server Component
28
Provisioning Server Component Installation
28
Provisioning Component Configuration
29
Data Import Server Component
29
Data Import Server Component Installation
29
Product Documentation
30
Documentation Installation
30
4. Component Configuration
31
Database Component Configuration
31
Provisioning Server Component Configuration
32
Data Replication
32
Required Account
32
Configuring the SQLAgentStart Service
32
Platform Server Cluster Configuration
32
Configuration Overview
34
Common ConAPI Credentials
34
CMS Server Setup
35
Configuration Procedure
36
CVP Media File Upload
42
Preparing the Configuration
42
Configuring DFS for CVP Media File Upload
43
Configuring File Replication for CVP Media File Upload
44
Performance Configuration Checklists
44
Web Server
44
Database Server
47
5. Post Installation Steps
48
Logging into the Management Portal
48
Report Uploading
48
6. Upgrading From a Previous Version
49
Overview
49
Uninstallation
49
Installation
49
Configuration
49
Replication
49
7. Platform Uninstallation
51
Uninstalling Data Import Server Component
51
Removing Replication
51
Uninstalling Data Import Server Component
51
Uninstalling the Provisioning Server Component
52
Uninstalling the Database Component
52
Uninstalling All Other Components
53
8. Glossary
54
9. Index
60
Adobe Acrobat Reader 7.0.
30
Application Instance List
35
IIS logging
17
ASP
32
Internet Information Services
27
IPCC
15
Back up
18
Load balancing
16
BITS
18
CallManager
15
Microsoft Terminal Services
18
Cisco Security Agent (CSA)
21
Cluster
31
CMS Server
35
Commissioning
15
component
19
ConAPI
34
CVP Media File Upload
42
CVP tools
15
Checklists
45
Prerequisite Software
19
publisher
37
Data replication
31
Publisher
33
Data Replication
32
Database Replication
24
Decrypt
25
Dedicated Server
16
Reboot
17
Demilitarized zone (DMZ)
16
Report Uploading
48
Models
16
Specifics
15
Documentation
30
Domain controller
17
Secure Deployment
16
Dual mode
17
Security Hardening
18
Dual-sided
21
SNMP traps
17
SQL Server Agent service
17
Subscriber
33
Encrypt
25
Thresholds
24
Transaction log
18
FTP
18
Uninstallation
51
WAV
42
Upgrade
49
WebView
15
User interface
14
VRU
43

Size:

581 KB
Pages:

61
Language:

English

Open manual

Installation Guide

1. Unified Contact Center Management Portal
14
Overview
14
Primary Functionality
14
Deployment Specifics
15
Deployment Models
16
N-Sided Replication
16
2. Installation Guidelines and Requirements
17
General Advice
17
Server Guidelines
17
Server Backups
18
Security Guidelines
18
Windows Components
19
Installation Prerequisite Checklist
19
Database
19
Reporting Services
19
Application
20
Web
20
Provisioning
20
Data Import
20
3. Component Installation
21
Planning Your Installation
21
Running the Installer
21
Recording Your Settings
22
Database Component
22
Database Component Installation
22
Database Setup
23
Database Replication
24
Database Component Configuration
24
Reporting Extensions Component
24
Reporting Extensions Component Installation
24
Application Server Component
25
Application Server Component Installation
25
Web Server Component
27
Web Server Component Installation
27
Configuring IIS
27
Provisioning Server Component
28
Provisioning Server Component Installation
28
Provisioning Component Configuration
28
Data Import Server Component
29
Data Import Server Component Installation
29
Product Documentation
29
Documentation Installation
30
4. Component Configuration
31
Database Component Configuration
31
Provisioning Server Component Configuration
32
Data Replication
32
Required Account
32
Configuring the SQLAgentStart Service
32
Platform Server Cluster Configuration
33
Configuration Overview
34
Common ConAPI Credentials
34
CMS Server Setup
35
Configuration Procedure
36
CVP Media File Upload
43
Preparing the Configuration
44
Configuring DFS for CVP Media File Upload
44
Configuring File Replication for CVP Media File Upload
45
Performance Configuration Checklists
46
Web Server
46
Database Server
48
5. Post Installation Steps
49
Logging into the Management Portal
49
Report Uploading
49
6. Upgrading From a Previous Version
50
Overview
50
Uninstallation
50
Installation
50
Configuration
50
Replication
50
7. Platform Uninstallation
52
Uninstalling Data Import Server Component
52
Removing Replication
52
Uninstalling Data Import Server Component
52
Uninstalling the Provisioning Server Component
53
Uninstalling the Database Component
53
Uninstalling All Other Components
54
8. Glossary
55
9. Index
61
Adobe Acrobat Reader 7.0.
30
Application Instance List
35
IIS logging
17
ASP
32
Internet Information Services
27
IPCC
15
Back up
18
Load balancing
16
BITS
18
CallManager
15
Microsoft Terminal Services
18
Cisco Security Agent (CSA)
21
Cluster
31
CMS Server
35
Commissioning
15
component
19
ConAPI
34
CVP Media File Upload
42
CVP tools
15
Checklists
45
Prerequisite Software
19
publisher
37
Data replication
31
Publisher
33
Data Replication
32
Database Replication
24
Decrypt
25
Dedicated Server
16
Reboot
17
Demilitarized zone (DMZ)
16
Report Uploading
48
Models
16
Specifics
15
Documentation
30
Domain controller
17
Secure Deployment
16
Dual mode
17
Security Hardening
18
Dual-sided
21
SNMP traps
17
SQL Server Agent service
17
Subscriber
33
Encrypt
25
Thresholds
24
Transaction log
18
FTP
18
Uninstallation
51
WAV
42
Upgrade
49
WebView
15
User interface
14
VRU
43

Size:

587 KB
Pages:

62
Language:

English

Open manual

Licensing Information

Size:

1.51 MB
Pages:

468
Language:

English

Open manual

Cisco Cisco Unified Contact Center Management Portal 11.5(1) User Manuals

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