Cisco Cisco Unified Contact Center Enterprise 9.0(1)
Serviceability Best Practices Guide for Unified ICM/Unified CCE & Unified CCH
©2012 Cisco Systems, Inc.
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Object Name
Description
ports that are currently idle, for example, there are no calls
to customers or to agents using these ports and they are
available to the Dialer for placing new calls.
to customers or to agents using these ports and they are
available to the Dialer for placing new calls.
cccaDialerBlockedPorts
The Dialer blocked ports object is a count of the number
of ports that are currently unusable for placing calls. A
blocked port may be an impaired or inoperable port or one
that has a ‘stuck’ call that was not dropped. A ‘stuck’ call
is a call that is identified by the application as exceeding a
duration threshold.
of ports that are currently unusable for placing calls. A
blocked port may be an impaired or inoperable port or one
that has a ‘stuck’ call that was not dropped. A ‘stuck’ call
is a call that is identified by the application as exceeding a
duration threshold.
The Dialer table lists each enterprise contact center application Outbound Option Dialer
component configured on this server. Each entry in the table defines a separate Dialer functional
component.
component configured on this server. Each entry in the table defines a separate Dialer functional
component.
The Dialer table has a sparse dependent relationship with the component table. The instance
number acts as the primary index for the Dialer table to properly relate a Dialer component entry
to the appropriate instance entry. The component index acts as the secondary index, relating the
entry to the corresponding entry in the component table.
number acts as the primary index for the Dialer table to properly relate a Dialer component entry
to the appropriate instance entry. The component index acts as the secondary index, relating the
entry to the corresponding entry in the component table.
The SNMP agent constructs the Dialer table at startup. Because you can only configure a Dialer
while the enterprise contact center application is stopped, Dialer table entries cannot be added to
or deleted from the table either by the agent or the management station when the application is
running. The agent updates Dialer entry objects as their values change when the application is
running. All objects in this table are read-only to the management station.
while the enterprise contact center application is stopped, Dialer table entries cannot be added to
or deleted from the table either by the agent or the management station when the application is
running. The agent updates Dialer entry objects as their values change when the application is
running. All objects in this table are read-only to the management station.
Each Dialer entry represents an enterprise contact center application Outbound Option Dialer
functional component configured on the server. The Dialer component maximizes the resources
in a contact center by dialing several customers per agent. The Dialer component resides on the
peripheral gateway (PG) server, where it does the following:
functional component configured on the server. The Dialer component maximizes the resources
in a contact center by dialing several customers per agent. The Dialer component resides on the
peripheral gateway (PG) server, where it does the following:
• Dials customers
• Reserves agents
• Performs call classification
• Calculates agent availability
• Keeps Outbound Dialing at a level where the abandon rate is below the maximum allowed
• Reserves agents
• Performs call classification
• Calculates agent availability
• Keeps Outbound Dialing at a level where the abandon rate is below the maximum allowed
abandon rate
The objects in the Dialer entry provide information about dependent components, performance
metrics, and port usage.
metrics, and port usage.
3.4
Configuring the SNMP Agents
3.4.1
Installation Prerequisites for SNMP Support
Unified ICM/Unified CCE SNMP support is automatically installed during the course of normal
setup. No extra steps must be taken during setup for SNMP support to be enabled. However, you
must install Microsoft Windows SNMP optional components on the Unified ICM/Unified CCE
servers for any SNMP agents to function.
setup. No extra steps must be taken during setup for SNMP support to be enabled. However, you
must install Microsoft Windows SNMP optional components on the Unified ICM/Unified CCE
servers for any SNMP agents to function.