Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) User Manuals

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Release Note

Table of Contents

Size:

2.41 MB
Pages:

110
Language:

English

Troubleshooting Guide

Table of Contents

Troubleshooting Guide

Size:

4.57 MB
Pages:

154
Language:

English

Release Note

Table of Contents

Cisco Unified Contact Center Express Editor Step Reference Guide, Release 8.0(1)
1
Preface
11
Cisco Unified CCX Editor Step Availability
19
Cisco Unified CCX Editor Palette Step Descriptions
21
General Steps
22
- Start Step
  24
- Annotate Step
  24
- Call Subflow Step
  25
- Day of Week Step
  35
- Decrement Step
  36
- Delay Step
  37
- Do Step
  38
- End Step
  39
- Goto Step
  39
- If Step
  41
- Increment Step
  42
- Label Step
  43
- On Exception Clear Step
  44
- On Exception Goto Step
  45
- Set Step
  47
- Switch Step
  49
- Time of Day Step
  51
Trigger Steps
53
- Get Trigger Info Step
  53
- Trigger Application Step
  57
Session Steps
59
- Session Overview
  60
- Get Session Step
  61
- Get Session Info Step
  62
  - General tab (Get Session Info step)
    62
  - Context tab (Get Session Info step)
    64
- Session Mapping Step
  66
- Set Session Info Step
  67
  - General tab (Set Session Info step)
    67
  - Context tab (Set Session Info step)
    68
Contact Steps
69
- Accept Step
  71
- Get Contact Info Step
  72
- Reject Step
  75
- Set Contact Info Step
  76
- Terminate Step
  78
Call Contact Steps
79
- Call Consult Transfer
  80
- Call Hold Step
  81
- Call Redirect Step
  82
- Call Unhold Step
  86
- Get Call Contact Info Step
  87
- Get Enterprise Call Info Step
  89
  - General Tab (Get Enterprise Call Info Step)
    90
  - Expanded Call Variables Tab (Get Enterprise Call Info Step)
    93
- Place Call Step
  96
- Set Enterprise Call Info Step
  98
eMail Contact Steps
111
- Using the Step Editor to send eMail Messages
  112
- Attach To eMail step
  112
- Create eMail Step
  116
- Send eMail Step
  117
HTTP Contact Steps
118
- Get Http Contact Info Step
  119
- Http Forward Step
  132
- Http Include Step
  136
- Http Redirect Step
  139
- Send Http Response Step
  140
- Set Http Contact Info Step
  142
Media Steps
149
- If You Are Upgrading Scripts From a Previous Cisco Unified CCX Release
  151
- Explicit Confirmation Step
  151
- Extended Get Digit String Step
  157
- Extended Play Prompt Step
  166
- Get Digit String Step
  171
- Implicit Confirmation Step
  179
- Menu Step
  183
  - General tab (Menu step)
    184
  - Prompt tab (Menu step)
    185
  - Input tab (Menu step)
    188
  - Filter tab (Menu step)
    190
- Name To User Step
  191
- Play Prompt Step
  199
- Recording Step
  204
- Send Digit String Step
  212
- Simple Recognition Step
  213
- Voice Browser Step
  221
- Generic Recognition Step
  228
- Get Recognition Result Info Step
  237
- Get Recognition Interpretation Step
  240
User Steps
242
- Authenticate User Step
  242
- Get User Step
  245
- Get User Info Step
  247
- Set User Info Step
  248
Prompt Steps
250
- Create Conditional Prompt
  250
- Create Container Prompt
  252
- Create Generated Prompt
  256
- Create Generated Prompt Step Generator Types
  258
  - Number
    259
  - Character
    260
  - Spelling
    260
  - Date
    260
  - Time
    261
  - Ordinal
    262
  - Currency
    262
  - Country
    263
  - Language
    264
  - Telephone Number
    264
  - Credit Card Number
    264
  - Credit Card Expiration Date
    265
- Create Language Prompt
  265
- Create TTS Prompt
  266
- Upload Prompt Step
  268
Grammar Steps
270
- Create Language Grammar Step
  272
- Create Menu Grammar Step
  274
- Upload Grammar Step
  275
- Using Grammar Formats and Rules
  277
Document Steps
281
- Document Step Types
  282
- Cache Document Step
  283
- Create File Document Step
  286
- Create URL Document Step
  288
- Create XML Document Step
  291
- Get XML Document Data Step
  293
- Keyword Transform Document Step
  296
- Upload Document Step
  299
- Write Document Step
  301
- XSL Transform Document Step
  303
Database Steps
306
- DB Get Step
  307
  - General (DB Get Step)
    308
  - Field Selection (DB Get Step)
    309
- DB Read Step
  311
  - General tab (DB Read step)
    312
  - Field Selection tab (DB Read step)
    314
- DB Release Step
  316
- DB Write Step
  317
  - General tab (DB Write step)
    317
  - SQL tab (DB Write step)
    319
  - Test tab (DB Write step)
    320
ACD Steps
321
- Connect Step
  323
- Create CSQ Prompt Step
  325
- Dequeue Step
  326
- Get Reporting Statistic Step
  327
- Request Route Step
  344
- Select Resource Step
  346
- Set Priority Step
  350
- Start Monitor Step
  351
- Stop Monitor Step
  353
ICM Step
353
- Set ICM Result Step
  354
Java Steps
356
- Java Licensing
  357
- Create Remote Java Object Step
  358
- Deprecated Java Steps
  359
- Create Java Object Step
  360
  - Class Assignment Tab (Create Java Object Step)
    362
  - Class Information Tab (Create Java Object Step)
    362
- Execute Java Method Step
  364
  - Explore Tab (Execute Java Method Step)
    365
  - Explore Class Information Tab (Execute Java Method Step)
    366
- Set/Get Java Property Step
  368
  - Source Tab (Set/Get Java Property Step)
    369
  - Destination Tab (Set/Get Java Property Step)
    371
Index
373

Size:

3.68 MB
Pages:

383
Language:

English

Leaflet

Table of Contents

Cisco Customer Response Solutions Editor Step Reference Guide, Release 6.0(1)
1
Contents
3
Preface
11
Cisco CRS Editor Step Availability
25
CRS Editor Palette Step Descriptions
29
- General Steps
  30
  - Start Step
    31
  - Annotate Step
    32
  - CallSubflow Step
    33
  - Day of Week Step
    40
  - Decrement Step
    41
  - Delay Step
    42
  - End Step
    43
  - Get Trigger Info Step
    44
  - Goto Step
    46
  - If Step
    47
  - Increment Step
    48
  - Label Step
    49
  - On Exception Clear Step
    50
  - On Exception Goto Step
    51
  - Set Step
    52
  - Switch Step
    54
  - Time of Day Step
    56
- Session Steps
  57
- Contact Steps
  68
  - Accept Step
    70
  - Get Contact Info Step
    70
  - Reject Step
    73
  - Set Contact Info Step
    75
  - Terminate Step
    77
- Call Contact Steps
  78
- eMail Contact Steps
  109
  - Using the Step Editor to send eMail Messages
    110
  - Attach To eMail step
    110
  - Create eMail Step
    114
  - Send eMail Step
    115
- HTTP Contact Steps
  116
- Media Steps
  147
- User Steps
  226
  - Authenticate User Step
    226
  - Get User Step
    229
  - Get User Info Step
    231
  - Set User Info Step
    232
- Prompt Steps
  234
  - Create Conditional Prompt
    234
  - Create Container Prompt
    236
  - Create Generated Prompt
    240
  - Create Generated Prompt Step Generator Types
    242
    - Number
      243
    - Character
      243
    - Spelling
      244
    - Date
      244
    - Time
      245
    - Ordinal
      246
    - Currency
      246
    - Country
      247
    - Language
      247
    - Telephone Number
      248
    - Credit Card Number
      248
    - Credit Card Expiration Date
      248
  - Create Language Prompt
    249
  - Create TTS Prompt
    250
  - Upload Prompt Step
    252
- Grammar Steps
  254
- Document Steps
  265
  - Document Step Types
    266
  - Cache Document Step
    267
  - Create File Document Step
    270
  - Create URL Document Step
    271
  - Create XML Document Step
    274
  - Get XML Document Data Step
    276
  - Keyword Transform Document Step
    279
  - Upload Document Step
    283
  - Write Document Step
    285
  - XSL Transform Document Step
    286
- Database Steps
  289
  - DB Get Step
    290
    - General (DB Get Step)
      291
    - Field Selection (DB Get Step)
      292
  - DB Read Step
    294
    - General tab (DB Read step)
      295
    - Field Selection tab (DB Read step)
      297
  - DB Release Step
    299
  - DB Write Step
    300
    - General tab (DB Write step)
      300
    - SQL tab (DB Write step)
      302
    - Test tab (DB Write step)
      303
- ACD Steps
  304
  - Connect Step
    306
  - Create CSQ Prompt Step
    308
  - Dequeue Step
    308
  - Get Reporting Statistic Step
    309
  - Request Route Step
    327
  - Select Resource Step
    329
  - Set Priority Step
    333
  - Start Monitor Step
    334
  - Stop Monitor Step
    336
- ICM Step
  336
  - Set ICM Result Step
    337
- Java Steps
  339
Index
357

Size:

2.78 MB
Pages:

368
Language:

English

Release Note

Table of Contents

Cisco Unified CCX Database Schema Guide, Release 8.0(1)
1
Contents
3
Preface
5
- Database Schema
  9
  - General Database Concepts
    9
    - Tables, Columns, and Rows
      9
    - Table Relationships
      10
  - Database Table Details
    10
    - Overview of Tables
      11
    - AgentConnectionDetail
      12
    - AgentStateDetail
      15
    - AreaCode
      16
    - Campaign
      17
    - CampaignCSQMap
      19
    - ContactCallDetail
      19
    - ContactQueueDetail
      25
    - ContactRoutingDetail
      27
    - ContactServiceQueue
      28
    - CrsApplication
      30
    - CrsGroup
      32
    - CrsTrigger
      34
    - DialingList
      35
    - MonitoredResourceDetail
      39
    - ProfileIDMapping
      40
    - RemoteMonitoringDetail
      41
    - Resource
      43
    - ResourceGroup
      45
    - ResourceSkillMapping
      46
    - RmonCSQConfig
      47
    - RmonResConfig
      48
    - RmonUser
      49
    - RtCSQsSummary
      50
    - RtICDStatistics
      51
    - Skill
      53
    - SkillGroup
      54
    - Supervisor
      55
    - Team
      56
    - TeamCSQMapping
      57
    - WorkflowTask
      58
    - EEMActiveEmail
      59
    - EEMContactEmailDetail
      60
    - EEMEmailAgentStateDetail
      61
    - EEMEmailStatusDescription
      62
    - EEMQueueAgentDetail
      63
    - EEMReasonCodeDescription
      64
    - EEMStateDescription
      65
    - EEMTablesVersion
      65
Index
67

Size:

2.38 MB
Pages:

76
Language:

English

Release Note

Table of Contents

Size:

3.84 MB
Pages:

224
Language:

English

Leaflet

Table of Contents

Cisco Customer Response Solutions Database Schema
1
Contents
3
- Audience
  5
- Organization
  5
- Conventions
  6
- Related Documentation
  7
- Obtaining Documentation, Obtaining Support, and Security Guidelines
  7
- Database Schema
  9
  - General Database Concepts
    10
    - Tables, Columns, and Rows
      10
    - Table Relationships
      10
  - Database Table Details
    11
    - Overview of Tables
      12
    - AgentConnectionDetail
      14
    - AgentStateDetail
      17
    - ContactCallDetail
      18
    - ContactQueueDetail
      28
    - ContactRoutingDetail
      30
    - ContactServiceQueue
      32
    - CrsApplication
      36
    - CrsGroup
      38
    - CrsTrigger
      40
    - EimwimServer
      43
    - MonitoredResourceDetail
      44
    - ProfileIDMapping
      46
    - RemoteMonitoringDetail
      47
    - Resource
      50
    - ResourceGroup
      53
    - ResourceSkillMapping
      55
    - RmonCSQConfig
      56
    - RmonResConfig
      57
    - RmonUser
      58
    - RtCSQsSummary
      59
    - RtICDStatistics
      61
    - Skill
      64
    - SkillGroup
      65
    - Supervisor
      66
    - Team
      68
    - TeamCSQMapping
      69
    - WorkflowTask
      70
Index
73

Size:

826 KB
Pages:

84
Language:

English

Release Note

Table of Contents

Size:

1.4 MB
Pages:

198
Language:

English

User Guide

Table of Contents

Cisco CRS Historical Reports User Guide, Release 6.0(1)
1
Cisco Unified Contact Center Express and Cisco Unified IP IVR July 2007
1
Contents
3
Preface
9
Overview
21
Installation and Configuration
29
Descriptions of Historical Reports
47
Generating Historical Reports
129
Scheduling Historical Reports
151
Log Files
169
- Overview of Log Files
  169
- Client System Log Files
  170
- Server Log Files
  174
  - Database Log File
    174
  - Servlets Log File
    176
Cisco CRS Reason Codes
177
- About Reason Codes
  178
- System-Generated Reason Code Events
  178
  - AGT_RELOGIN
    179
  - CLOSE_CAD
    179
  - CONNECTION_DOWN
    179
  - CRS_FAILURE
    180
  - AGT_RNA
    180
  - AGT_OFFHOOK
    180
  - AGT_RCV_NON_ICD
    180
  - AGT_LOGON
    181
  - PHONE_DOWN
    181
  - WORK_TIMER_EXP
    181
  - CM_FAILOVER
    181
  - PHONE_UP
    182
  - CALL_ENDED
    182
  - DEVICE_RESTRICTED
    182
  - LINE_RESTRICTED
    183
Glossary
185
- A
  185
- C
  186
- D
  191
- E
  192
- F
  193
- G
  193
- I
  193
- J
  194
- L
  194
- M
  195
- N
  196
- P
  196
- R
  197
- S
  198
- T
  200
- V
  201
- X
  202
- A
  203
- C
  203
- D
  204
- E
  204
- F
  204
- G
  204
- H
  204
- I
  205
- J
  205
- L
  205
- M
  205
- O
  205
- P
  205
- R
  205
- S
  206
- T
  207
- U
  207
- V
  207
- X
  207

Size:

1.59 MB
Pages:

208
Language:

English

Leaflet

Table of Contents

Size:

156 KB
Pages:

2
Language:

English

Leaflet

Table of Contents

Size:

102 KB
Pages:

2
Language:

English

Quick Setup Guide

Quick Setup Guide

Size:

1.66 MB
Pages:

84
Language:

English

Quick Setup Guide

Table of Contents

Quick Setup Guide

Size:

2.23 MB
Pages:

100
Language:

English

Quick Setup Guide

Table of Contents

Getting Started with Cisco Unified Contact Center Express
1
Contents
3
Preface
7
Unified CCX Overview
15
Installing and Configuring Unified CCX with Unified CM
59
- Installing and Configuring Unified CM for Unified CCX
  61
Installing and Configuring Unified CME for Unified CCX
67
- Installing and Configuring Unified CME for Unified CCX
  69
Installing and Provisioning Cisco Unified CCX
73
Glossary
95
Index
109
- Numerics
  109
- A
  109
- B
  109
- C
  109
- D
  110
- E
  111
- G
  111
- H
  111
- I
  111
- L
  111
- M
  111
- O
  111
- P
  112
- Q
  112
- R
  112
- S
  112
- T
  113
- U
  113
- V
  114
- W
  114

Quick Setup Guide

Size:

2.84 MB
Pages:

114
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

7.59 MB
Pages:

200
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

1.57 MB
Pages:

98
Language:

English

Quick Setup Guide

Table of Contents

Quick Setup Guide

Size:

1.42 MB
Pages:

88
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

4.29 MB
Pages:

248
Language:

English

Release Note

Table of Contents

Size:

3.63 MB
Pages:

128
Language:

English

Release Note

Table of Contents

Size:

4.01 MB
Pages:

132
Language:

English

Administrator's Guide

Table of Contents

Cisco Unified CCX Serviceability Administration Guide
1
Contents
3
Preface
5
Introduction to Cisco Unified CCX Serviceability
9
Using Alarms
13
Using Traces
17
Using Tools
31
Using Help
43
- Contents and Index Option
  43
- For This Page Menu Option
  44
- Troubleshooting Tips Menu Option
  44
- Unified CCX Documentation Link Option
  44
- About Menu Option
  45
- A
  47
- C
  47
- D
  47
- F
  47
- H
  47
- I
  47
- L
  47
- N
  47
- O
  48
- P
  48
- R
  48
- S
  48
- T
  48
- U
  48
- V
  48

Administrator's Guide

Size:

1.01 MB
Pages:

48
Language:

English

Release Note

Table of Contents

Size:

320 KB
Pages:

8
Language:

English

Administrator's Guide

Table of Contents

Administrator's Guide

Size:

3.5 MB
Pages:

448
Language:

English

Administrator's Guide

Table of Contents

Contents
3
Preface
21
Part 1
29
Unified CCX: Overview
29
- Introducing Unified CCX
  31
- Introduction to Unified CCX Administration Web Interface
  51
Part 2
59
Unified CCX: Configuration
59
Part 3
405
Unified CCX: Reference
405
- System Menu
  407
- Applications Menu
  415
- Subsystems Menu
  423
- Wizards Menu
  455
- Tools Menu
  461
- Help Menu
  481
Unified CCX Licensing Packages
485
Index
491
- A
  491
- B
  491
- C
  491
- D
  494
- E
  495
- F
  495
- G
  495
- H
  495
- I
  496
- J
  496
- K
  496
- L
  496
- M
  497
- N
  497
- O
  498
- P
  498
- Q
  498
- R
  498
- S
  500
- T
  501
- U
  502
- V
  504
- W
  504
- Z
  504

Administrator's Guide

Size:

8.64 MB
Pages:

504
Language:

English

Administrator's Guide

Table of Contents

Contents
3
Preface
23
Part 1
31
- Unified CCX: Overview
  31
  - Introducing Unified CCX
    33
  - Introduction to Unified CCX Administration Web Interface
    53
Part 2
61
- Unified CCX: Configuration
  61
Part 3
479
- Unified CCX: Reference
  479
  - System Menu
    481
  - Applications Menu
    493
  - Subsystems Menu
    501
  - Wizards Menu
    531
  - Tools Menu
    537
  - Help Menu
    557
Unified CCX Licensing Packages
561
Glossary
567
- A
  567
- C
  568
- D
  574
- E
  575
- F
  575
- G
  575
- I
  576
- J
  576
- L
  577
- M
  577
- N
  578
- P
  578
- R
  579
- S
  580
- T
  582
- V
  583
- W
  584
- X
  584
Index
585
- A
  585
- B
  585
- C
  586
- D
  589
- E
  590
- F
  590
- G
  590
- H
  591
- I
  591
- K
  591
- L
  592
- M
  592
- N
  593
- O
  593
- P
  593
- Q
  594
- R
  594
- S
  596
- T
  598
- U
  599
- V
  600
- W
  600
- Z
  601

Administrator's Guide

Size:

10.7 MB
Pages:

602
Language:

English

Administrator's Guide

Table of Contents

Administrator's Guide

Size:

1.47 MB
Pages:

66
Language:

English

Bulletins

Table of Contents

Size:

32.5 KB
Pages:

3
Language:

English

Information Guide

Information Guide

Size:

141 KB
Pages:

6
Language:

English

Installation Guide

Installation Guide

Size:

389 KB
Pages:

28
Language:

English

Release Note

Size:

509 KB
Pages:

26
Language:

English

Release Note

Size:

833 KB
Pages:

42
Language:

English

Release Note

Size:

605 KB
Pages:

40
Language:

English

Release Note

Size:

653 KB
Pages:

34
Language:

English

Leaflet

Size:

76.3 KB
Pages:

2
Language:

English

Release Note

Size:

90.3 KB
Pages:

3
Language:

English

Release Note

Size:

160 KB
Pages:

2
Language:

English

Installation Guide

Installation Guide

Size:

203 KB
Pages:

14
Language:

English

Administrator's Guide

Administrator's Guide

Size:

642 KB
Pages:

24
Language:

English

Reference Guide

Reference Guide

Size:

838 KB
Pages:

48
Language:

English

Release Note

Size:

448 KB
Pages:

14
Language:

English

Administrator's Guide

Administrator's Guide

Size:

642 KB
Pages:

24
Language:

English

Administrator's Guide

Administrator's Guide

Size:

1.63 MB
Pages:

170
Language:

English

Release Note

Size:

417 KB
Pages:

12
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

122 KB
Pages:

6
Language:

English

Data Sheet

Size:

259 KB
Pages:

3
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

22.5 KB
Pages:

4
Language:

English

Information Guide

Information Guide

Size:

273 KB
Pages:

5
Language:

English

Information Guide

Information Guide

Size:

52.2 KB
Pages:

11
Language:

English

Information Guide

Information Guide

Size:

161 KB
Pages:

4
Language:

English

Data Sheet

Size:

310 KB
Pages:

4
Language:

English

Information Guide

Information Guide

Size:

115 KB
Pages:

3
Language:

English

Data Sheet

Size:

240 KB
Pages:

3
Language:

English

Information Guide

Information Guide

Size:

145 KB
Pages:

7
Language:

English

Information Guide

Information Guide

Size:

111 KB
Pages:

6
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

46.8 KB
Pages:

4
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

21.9 KB
Pages:

5
Language:

English

Leaflet

Size:

62.2 KB
Pages:

31
Language:

English

Information Guide

Information Guide

Size:

175 KB
Pages:

2
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

62.7 KB
Pages:

4
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

307 KB
Pages:

7
Language:

English

Data Sheet

Size:

244 KB
Pages:

4
Language:

English

Information Guide

Information Guide

Size:

141 KB
Pages:

5
Language:

English

Information Guide

Information Guide

Size:

120 KB
Pages:

6
Language:

English

Information Guide

Information Guide

Size:

68 KB
Pages:

2
Language:

English

Information Guide

Information Guide

Size:

35.3 KB
Pages:

4
Language:

English

Data Sheet

Size:

247 KB
Pages:

4
Language:

English

Leaflet

Size:

107 KB
Pages:

3
Language:

English

Information Guide

Information Guide

Size:

152 KB
Pages:

2
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

127 KB
Pages:

6
Language:

English

Information Guide

Information Guide

Size:

276 KB
Pages:

5
Language:

English

Information Guide

Information Guide

Size:

129 KB
Pages:

5
Language:

English