Guia Do Utilizadoríndice analíticoIntroduction5What’s New in This Release5Hardware and Software Environment5IP Phone Agent Feature Levels6Language Support6The IP Phone Agent Screen7Soft Keys7Choosing Menu Options7Logging In8Forcing a Login10Skill Statistics11Refresh Rate12Caller Data13Agent States14Changing Your Agent State15Changing Your State While on a Call16Reason Codes17Wrap-Up Data18Agent-Initiated Recording19Supervisor Intervention21Monitoring/Recording Notification21Logging Out22Fault Tolerance23Redundancy23Failover23Index25Tamanho: 400 KBPáginas: 26Language: EnglishAbrir o manual
Guia De Configuração Rápidaíndice analíticoVoIP Monitoring Concepts7Introduction7Definitions8Capturing an IP Phone Call11Accessing Audio Streams13Identifying Audio Streams15Packet Capture Methods16Desktop Capture Method17Server Capture Method18Unified CM Capture Method19Deployment Issues23Introduction23Remote Agents23Mobile Agents25Packet Capture Methods Used in Cisco Monitoring and Recording Software26Cisco Agent Desktop26Quality Monitoring27NDIS-Compliant NICs29Agent Phones29Desktop Capture Method29Server Capture Method30Unified CM Capture Method30SPAN30RSPAN32VLANs34Port Traffic Direction36Media Mixing40Gateway SPAN Sniffing42Trunk Port Monitoring43MAC Address Changes Due to Layer 2 Routing Devices43Server Capacity46Number of SPAN Sessions46Network Traffic Restrictions on Destination Ports47Switch Operating System Version47Examples of Deployment Planning48Example 1: ABC Company Deployment49Example 2: International Sprockets Deployment51Example 3: Redundant Systems Inc. Deployment53The NIC Qualification Utility59Overview59Assumptions61Utility Syntax62Running the NICQ Utility62Output From the NIC Qualification Tool63NICQ Tests65Test 1—Check Driver Status65Test 2—Retrieve List of Valid Network Adapters65Test 3—Capture Packets65Test 4—Detect Attached IP Phones66Test 5—Detect Promiscuous Traffic68Successful Test Report Example68Using Multiple NICs with the VoIP Monitor Service71Limitations72Issues73Installing a Second NIC in a VoIP Monitor Service Server74Additional Configuration Steps74Troubleshooting VoIP Monitoring and Recording77Introduction77Troubleshooting78Identifying the Problem’s Location78Common CAD Issues82Common Recording Solution Live Monitoring and Recording Issues82Agent not on the Live Monitoring agent list84Error trying to live monitor an agent84Agent calls not recorded85Audio recordings contain no speech85Recordings for SPAN-configured agents are on the agent desktop86Call recordings contain pops and clicks86Call recordings are poor quality87Portions of an audio call are missing88Troubleshooting Procedures89Verifying Sound Card Functionality89Verifying Registry Settings90Verifying that the Correct NIC Is Being Used90Testing the Sniffing Adapter90Testing the Desktop Monitor Library91Verifying that Required Applications are Running91Opening a TAC Case92Cisco Catalyst Switch Capabilities93SPAN-Related Feature Descriptions95Supported IP Phones97Desktop Capture Method97Server Capture Method97Unified CM Capture Method98Configuring Unified CM for VoIP Monitoring99Configuring Unified CM for Desktop Monitoring99Configuring Unified CM for Server Monitoring100Configuring Unified CM for Unified CM-based Monitoring (Unified CCE Only)100Requirements for Mobile Agent Monitoring and Recording (Unified CCE Only)100Tamanho: 3 MBPáginas: 102Language: EnglishAbrir o manual
Referências técnicasíndice analíticoCisco Supervisor Desktop クイック リファレンス ガイド1Supervisor Desktop ウィンドウ2ツールバー2メニュー2共通タスク1マーキー メッセージのスクロールの送信1メッセージを 1 人または複数のエージェントに送信1Tamanho: 800 KBPáginas: 2Language: 日本語 (にほんご)Abrir o manual
Referências técnicasíndice analíticoVoIP Monitoring Concepts7Introduction7Definitions7Capturing an IP Phone Call12Accessing Audio Streams14Identifying Audio Streams16Packet Capture Methods17Desktop Capture Method18Server Capture Method19Unified CM Capture Method (UCCE Live Monitoring Only)21Deployment Issues23Introduction23Deployment Issues24Desktop Capture Method Used for Remote Agents24Server Capture Method Used for Mobile Agents25Packet Capture Methods Used in Cisco Monitoring and Recording Software27Cisco Agent Desktop27NDIS-Compliant NICs28Agent Phones28Desktop Capture Method29Server Capture Method29Unified CM Capture Method29SPAN29RSPAN31VLANs33Port Traffic Direction35Media Mixing39Gateway SPAN Sniffing41Trunk Port Monitoring42MAC Address Changes Due to Layer 2 Routing Devices42Server Capacity45Number of SPAN Sessions45Network Traffic Restrictions on Destination Ports46Switch Operating System Version46Examples of Deployment Planning47Example 1: ABC Company Deployment48Example 2: International Sprockets Deployment50Example 3: Redundant Systems Inc. Deployment52The NIC Qualification Utility57Overview57Assumptions59Utility Syntax60Running the NICQ Utility60Output From the NIC Qualification Tool61NICQ Tests63Test 1—Check Driver Status63Test 2—Retrieve List of Valid Network Adapters63Test 3—Capture Packets63Test 4—Detect Attached IP Phones64Test 5—Detect Promiscuous Traffic66Successful Test Report Example66Using Multiple NICs with the VoIP Monitor Service69Limitations70Issues71Configuring CAD VoIP Monitoring Service for a Computer with Two NICs72Troubleshooting VoIP Monitoring and Recording73Introduction73Troubleshooting74Identifying the Problem’s Location74Troubleshooting Procedures78Verifying Sound Card Functionality78Verifying Registry Settings78Verifying that the Correct NIC is Being Used78Testing the Sniffing Adapter79Testing the Desktop Monitor Library79Verifying that Required Applications are Running80Opening a TAC Case80Supported IP Phones81Desktop Capture Method81Server Capture Method81Unified CM Capture Method82Configuring Unified CM for VoIP Monitoring83Configuring Unified CM for Desktop Monitoring83Configuring Unified CM for Server Monitoring84Configuring Unified CM for Unified CM-based Monitoring (Unified CCE Only)84Requirements for Mobile Agent Monitoring and Recording (Unified CCE Only)84Tamanho: 3 MBPáginas: 86Language: EnglishAbrir o manual
Referências técnicasíndice analíticoIntroduction9CAD Documentation9Obtaining Current Documentation10Obtaining Documentation10Cisco.com10Documentation CD-ROM10Ordering Documentation10Documentation Feedback11Obtaining Technical Assistance11Cisco TAC Website11Opening a TAC Case11TAC Case Priority Definitions12Obtaining Additional Publications and Information12CAD 7.0 Applications14Version Information15Capacity and Performance Guidelines17Product Limitations17General17Desktop Administrator17Supervisor Desktop18Agent Desktop18Cisco Desktop Monitoring Console18Services19Chat Service19Enterprise Service19IP Phone Agent (IPPA) Service19LDAP Monitor Service19Licensing & Resource Manager (LRM) Service19Recording & Playback Service19Recording & Statistics Service19Sync Service19Tomcat Webserver20Voice-Over IP Monitor Service20Service Autorecovery22Fault Tolerance22Agent Desktop and Supervisor Desktop22IP Phone Agent Service23VoIP Monitor Service23Guidelines for Sizing Deployments24Component Sizing24Voice-Over IP Monitor Service24Desktop Monitoring25Recording & Playback Service25Technical Package Information29Port Utilization29Registry Entries30Site Setup30Agent Desktop31Enterprise Service32IP Phone Agent Service32Recording & Playback Client33Recording & Playback Server33Recording & Statistics Service34Supervisor Desktop34Sync Service35Voice-Over IP Monitor Client36Voice-Over IP Monitor Service37Voice-Over IP Monitor Record Client (Optional)37Logs and Debugging39Event/Error Logs39Debugging41Debugging Logs41Debugging Thresholds41Debugging for Cisco Desktop Monitoring Console42Configuration Files43Error Codes45Error Messages45Troubleshooting179Services179Restarting Services179Service Names/Executables179Recovering the Directory Services Database181Directory Services Database Becomes Corrupted181Primary and Secondary Directory Services Databases are Out of Sync182Directory Services Replication184Agent Desktop Problems185Desktop Administrator Problems199Desktop Monitoring Console Problems200Supervisor Desktop Problems201CAD Service Problems208Tamanho: 1 MBPáginas: 214Language: EnglishAbrir o manual
Referências técnicasíndice analíticoCisco Agent Desktop クリック リファレンス ガイド11 ツールバー2コール制御ボタン2エージェント状態ボタン22 メニュー23 共通タスク2コールの転送2会議コールの設定2会議コール中のチャット メッセージ送信1スーパバイザへのチャット メッセージ送信1Tamanho: 200 KBPáginas: 2Language: 日本語 (にほんご)Abrir o manual
Referências técnicasíndice analíticoIntroduction9CAD Documentation9Obtaining Current Documentation10Obtaining Documentation10Cisco.com10Product Documentation DVD10Ordering Documentation10Documentation Feedback11Cisco Product Security Overview11Reporting Security Problems in Cisco Products12Obtaining Technical Assistance12Cisco Technical Support & Documentation Website13Submitting a Service Request13Definitions of Service Request Severity14Obtaining Additional Publications and Information14CAD 7.2 Applications16Version Information17Capacity and Performance Guidelines19Monitoring19Codecs19Packet Sniffing and Network Configuration19Catalyst 2900XL and 3500XL Switches20Catalyst 4000, 5000, and 6000 Series Switches20Service Auto-recovery22Fault Tolerance22Agent Desktop and Supervisor Desktop22CAD-BE23Browser and IP Phone Agent Service23VoIP Monitor Service23Guidelines for Sizing Deployments25Component Sizing25Voice over IP Monitor Service25Desktop Monitoring27Recording & Playback Service27Technical Package Information29Port Utilization29Registry Entries30Site Setup30IP Phone Agent Service31Recording & Playback Client32Recording & Playback Server33Recording and Statistics Service34Voice over IP Monitor Client35Voice over IP Monitor Record Client (Optional)36Logs and Debugging37Event/Error Logs37Debugging40Debugging Logs40Debugging Thresholds41Debugging for the IP Phone Agent Client42Debugging for Cisco Desktop Monitoring Console43Configuration Files43Error Codes47Error Messages47Troubleshooting219Services219Restarting Services219Service Names/Executables219Converting Recordings From *.raw to *.wav Format221Using the raw2wav Utility221Running raw2wav in a Batch File222Recovering the Directory Services Database224Corrupted Directory Services Database224Out of Sync Directory Services Databases225Directory Services Replication227Shutting Down Replication (CAD 7.2)227Restarting Replication (CAD 7.2)228Shutting Down Replication (CAD 7.1 and before)229Diagnostic Procedures230Basic Checks230Active Service Check230For Nonredundant Systems230For Redundant Systems230Registry Check230Network Check231Memory Check231CPU Check232Blocked Ports Check232Installation Problems234CAD Service Problems236Cisco Agent Desktop Problems247Cisco Agent Desktop-Browser Edition Problems259Cisco Desktop Administrator Problems267Cisco Desktop Monitoring Console Problems268Cisco IP Phone Agent Problems269Cisco Supervisor Desktop Problems272Using Multiple NICs with the VoIP Monitor Service283Overview283Limitations284Issues285Installing a Second NIC on a VoIP Monitor Service Computer286Additional Configuration Steps286Tamanho: 1 MBPáginas: 288Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco Supervisor Desktop User Guide5Introduction5Intended Audience5What’s New in This Release5Obtaining Documentation and Submitting a Service Request6Documentation Feedback6Supervisor Desktop Feature Levels7Logging into Supervisor Desktop8Login Notes8Changing Your Password9Access Through a VPN From Behind a NAT Firewall or Router9VPN Tunneling10Automated Updates11The Supervisor Desktop Window12Setting Preferences14Agent Tree16Formatting Agent Names in the Agent Tree17Restoring the Interface Default Layout17Accessibility18Toolbar Buttons and Shortcut Keys18Integrated Browser Pane21Status Bar21Real Time Displays22Team Skill Statistics22Skill Summary Statistics23Skill Agent State25Team Agent Statistics26Team Agent State27Agent vs. Team Statistics28Agent Call Log31Agent ACD State Log32Agent Active Call33Enterprise Data34Call History34Monitoring Agents36CAD-Based Monitoring36Unified CM-Based Monitoring37Pushing a Web Page to an Agent39Barging In on Calls40Intercepting Calls41Recording Calls42Changing Agents’ ACD States44Using Chat45Predefined High-Priority Chat Messages48Using the Integrated Browser50Browser Toolbar50Sending Team Messages52Creating Supervisor Work Flows54Example: Setting Up a Supervisor Work Flow56Work Flow Actions59Audible Alert Action59Message Box Action60Report Action61Tree Control Action62Email Alert Action62Re-skilling Agents65Using Supervisor Record Viewer69Service Autorecovery72Index73Tamanho: 2 MBPáginas: 74Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction5Intended Audience5What’s New in This Release5Supervisor Desktop Feature Levels6Logging into Supervisor Desktop7Changing Your Password8Access Through a VPN From Behind a NAT Firewall or Router8Automated Updates10The Supervisor Desktop Window11Setting Preferences13Agent Tree15Formatting Agent Names in the Agent Tree15Restoring the Interface Default Layout16Toolbar Buttons and Shortcut Keys17Integrated Browser Pane19Status Bar19Real Time Displays21Team Skill Statistics21Skill Summary Statistics23Skill Agent State24Team Agent Statistics25Team Agent State26Agent vs. Team Statistics27Agent Call Log30Agent ACD State Log31Agent Active Call32Enterprise Data33Call History33Monitoring Agents34CAD-Based Monitoring34Unified CM-Based Monitoring35Pushing a Web Page to an Agent36Barging In on Calls37Intercepting Calls38Recording Calls39Changing Agents’ ACD States40Using Chat41Predefined High-Priority Chat Messages45Using the Integrated Browser47Browser Toolbar47Sending Team Messages49Creating Supervisor Work Flows51Example: Setting Up a Supervisor Work Flow53Work Flow Actions56Audible Alert Action56Message Box Action58Report Action58Tree Control Action59Email Alert Action60Re-skilling Agents62Using Supervisor Record Viewer65Service Autorecovery69Index71Tamanho: 1 MBPáginas: 72Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco Supervisor Desktop User Guide5Introduction5Intended Audience5What’s New in This Release5Supervisor Desktop Feature Levels6Logging into Supervisor Desktop7Changing Your Password8Access Through a VPN From Behind a NAT Firewall or Router8Automated Updates10The Supervisor Desktop Window11Setting Preferences13Agent Tree15Formatting Agent Names in the Agent Tree16Restoring the Interface Default Layout16Toolbar Buttons and Shortcut Keys17Integrated Browser Pane19Status Bar19Real Time Displays21Team Skill Statistics21Skill Summary Statistics22Skill Agent State23Team Agent Statistics24Team Agent State26Agent vs. Team Statistics27Agent Call Log30Agent ACD State Log31Agent Active Call32Enterprise Data33Call History33Monitoring Agents34CAD-Based Monitoring34Unified CM-Based Monitoring34Pushing a Web Page to an Agent36Barging In on Calls37Intercepting Calls38Recording Calls39Changing Agents’ ACD States41Using Chat42Predefined High-Priority Chat Messages45Using the Integrated Browser47Browser Toolbar47Sending Team Messages48Creating Supervisor Work Flows50Example: Setting Up a Supervisor Work Flow52Work Flow Actions55Audible Alert Action55Message Box Action56Report Action57Tree Control Action58Email Alert Action58Re-skilling Agents61Using Supervisor Record Viewer65Service Autorecovery69Index71Tamanho: 2 MBPáginas: 72Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction5Intended Audience5What’s New in This Release5Supervisor Desktop Feature Levels6Logging into Supervisor Desktop7Changing Your Password8Access Through a VPN From Behind a NAT Firewall or Router8Automated Updates10The Supervisor Desktop Window11Setting Preferences13Agent Tree15Formatting Agent Names in the Agent Tree15Restoring the Interface Default Layout16Toolbar Buttons and Shortcut Keys17Integrated Browser Pane19Status Bar19Real Time Displays21Team Skill Statistics21Skill Summary Statistics23Skill Agent State24Team Agent Statistics25Team Agent State26Agent vs. Team Statistics27Agent Call Log30Agent ACD State Log31Agent Active Call32Enterprise Data33Call History33Monitoring Agents35CAD-Based Monitoring35Unified CM-Based Monitoring36Pushing a Web Page to an Agent37Barging In on Calls38Intercepting Calls39Recording Calls40Changing Agents’ ACD States41Using Chat42Predefined High-Priority Chat Messages46Using the Integrated Browser48Browser Toolbar48Sending Team Messages50Creating Supervisor Work Flows52Example: Setting Up a Supervisor Work Flow54Work Flow Actions57Audible Alert Action57Message Box Action59Report Action59Tree Control Action60Email Alert Action61Re-skilling Agents63Using Supervisor Record Viewer67Service Autorecovery71Index73Tamanho: 1 MBPáginas: 74Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco Supervisor Desktop User Guide7Introduction7What’s New in This Version7About This Document8Intended Audience8Conventions Used8Supervisor Desktop Feature Levels9Starting Supervisor Desktop10Changing Your Password11Access Through a Virtual Private Network11Automated Updates13The Supervisor Desktop Window14Setting Preferences16Agent Tree18Formatting Agent Names in the Agent Tree18Restoring the Interface Default Layout19Accessibility19Interface Shortcut Keys20Toolbar20Status Bar21Real Time Displays23Team Skill Statistics23Skill Summary Statistics24Skill Agent Statistics25Team Agent Statistics26Team Agent State28Agent vs. Team Statistics29Agent Call Log32Agent ACD State Log32Agent Active Call33Enterprise Data34Call History34Monitoring Agents36CAD-Based Monitoring36Unified CM-Based Monitoring37Pushing a Web Page to an Agent39Barging In on Calls40Intercepting Calls41Recording Calls42Changing Agents’ ACD States44Using Chat45Chat Features45Predefined High-Priority Chat Messages47Using the Integrated Browser48Browser Toolbar48Sending Team Messages49Creating Supervisor Work Flows51Example: Setting Up a Supervisor Work Flow53Work Flow Actions55Audible Alert Action56Message Box Action56Report Action57Tree Control Action57Email Alert Action58Re-skilling Agents61Using Supervisor Record Viewer65Service Auto-recovery68Index69Tamanho: 2 MBPáginas: 70Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco Supervisor Desktop User Guide7Introduction7What’s New in This Version7About This Document8Intended Audience8Conventions Used8Supervisor Desktop Feature Levels9Starting Supervisor Desktop10Changing Your Password11Access Through a Virtual Private Network11Automated Updates13The Supervisor Desktop Window14Setting Preferences16Agent Tree17Formatting Agent Names in the Agent Tree17Restoring the Interface Default Layout18Accessibility19Interface Shortcut Keys19Toolbar20Status Bar21Real-Time Displays22Team Skill Statistics22Skill Summary Statistics23Skill Agent Statistics24Team Agent Statistics25Team Agent State26Agent vs. Team Statistics27Agent Call Log30Agent ACD State Log30Agent Active Call31Enterprise Data31Call History31Monitoring Agents33Pushing a Web Page to an Agent34Barging In on Calls35Intercepting Calls36Recording Calls37Changing Agents’ ACD States39Using Chat40Chat Features40Predefined High-Priority Chat Messages42Using the Integrated Browser43Browser Toolbar43Sending Team Messages44Creating Supervisor Work Flows46Example: Setting Up a Supervisor Work Flow48Work Flow Actions50Audible Alert Action51Message Box Action51Report Action52Tree Control Action52Email Alert Action53Re-skilling Agents56Using Supervisor Record Viewer60Service Autorecovery63Index65Tamanho: 1000 KBPáginas: 66Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction5What’s New in This Version5Hardware and Software Environment6IP Phone Agent Feature Levels7Language Support8The IP Phone Agent Screen9Soft Keys9Choosing Menu Options10Logging In11Forcing a Login13Multi-line Phones13Skill Statistics14Refresh Rate14Caller Data16Agent States17Changing Your Agent State17Changing Your State While on a Call18Reason Codes20Wrap-Up Data21Agent-Initiated Recording22Supervisor Intervention24Monitoring/Recording Notification24Logging Out25Fault Tolerance26Redundancy26Failover26Index29Tamanho: 400 KBPáginas: 30Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction5What’s New in This Version5Hardware and Software Environment5Obtaining Documentation and Submitting a Service Request6Documentation Feedback6IP Phone Agent Feature Levels7Language Support8The IP Phone Agent Screen9Soft Keys9Choosing Menu Options10Logging In11Forcing a Login13Multi-line Phones13Skill Statistics14Refresh Rate14Caller Data16Agent States17Changing Your Agent State17Changing Your State While on a Call18Reason Codes20Wrap-Up Data21Agent-Initiated Recording22Supervisor Intervention24Monitoring/Recording Notification24Logging Out25Fault Tolerance26Redundancy26Failover26Index29Tamanho: 500 KBPáginas: 30Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction5What’s New in This Version5Hardware and Software Environment5IP Phone Agent Feature Levels6Language Support6The IP Phone Agent Screen7Soft Keys7Choosing Menu Options7Logging In8Forcing a Login10Skill Statistics11Refresh Rate12Caller Data13Agent States14Changing Your Agent State15Changing Your State While on a Call16Reason Codes17Wrap-Up Data18Agent-Initiated Recording19Supervisor Intervention21Monitoring/Recording Notification21Logging Out22Fault Tolerance23Redundancy23Failover23Index25Tamanho: 400 KBPáginas: 26Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco IP Phone Agent User Guide7Introduction7What’s New in This Version7About This Document8Intended Audience8Conventions Used8IP Phone Agent Feature Levels9Language Support9The IP Phone Agent Screen10Soft Keys10Choosing Menu Options10Logging In11Forcing a Login12Skill Statistics14Refresh Rate15Caller Data16Agent States17Changing Your Agent State17Changing Your State While on a Call18Reason Codes20Wrap-Up Data21Agent-Initiated Recording22Supervisor Intervention24Monitoring/Recording Notification24Logging Out25Fault Tolerance26Redundancy26Failover26Index29Tamanho: 400 KBPáginas: 30Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco IP Phone Agent User’s Guide1Cisco IP Phone Agent User’s Guide5Introduction5About This Document6Intended Audience6Conventions Used6Agent States7Table 1. Agent states.7Call Flows8Call Flow Examples8A Typical Call81. A call is routed to you by the ACD server.82. You answer the phone.83. Before hanging up, you change your agent state.84. The call ends and you hang up.85. You perform your after-call work.86. When you’re finished with your after-call work, you change your agent state to Ready.87. You receive a new call.8Using a Reason Code91. A call is routed to you by the ACD server.92. You answer the phone.93. As you handle the call, you keep in mind that your next agent state is Not Ready because you are scheduled for a break.94. Before you hang up, you change your agent state to Not Ready.95. You select the appropriate reason code from the menu to explain why you’re changing to the Not Ready state.96. The call ends and you hang up.9Using Wrapup Data91. A call is routed to you by the ACD server.92. You answer the phone.93. You handle the call. Before hanging up, you change your agent state to Work Ready or Work Not Ready.94. The call ends and you hang up.95. You select the appropriate wrapup data from the menu.106. You press the Services button to clear the screen.10The IP Phone Agent Screen11Selecting Menu Options111. Use the scroll key to highlight the menu option you want, then press the Select soft key.112. Enter the desired menu option’s menu number on the number pad.11Soft Keys11Table 2. Soft keys.11Logging In12To log in:121. Press the Services button on your IP phone.12Figure 1. The IP Phone Agent initial menu. Your menu may differ.122. Choose IP Phone Agent from the menu.12Figure 2. IP Agent Login screen.133. Using the number pad on your IP phone, enter your agent ID, password, and phone extension in the appropriate fields.134. Press the Submit soft key to log in.13Enterprise Data14Figure 3. Caller Data window. Your data may differ.14Skill Statistics15To access the skill statistics:15Figure 4. Skill Stats window (default view).15Table 3. Available Skill Stats statistics.15Refresh Rate16Changing Agent States17Figure 5. Initial IP Phone Agent screen after logging in.17To change agent state:17Changing Agent State While on a Call17To redisplay the IP Phone Agent screen and change your agent state:171. Press the Services button on your IP phone.172. Choose IP Phone Agent from the menu.183. Select the appropriate agent state (see Figure 6).18Figure 6. Agent state screen while on a call.18Reason Codes19To enter a reason code:19Figure 7. Sample reason code screen. Your reason codes may differ.19Wrapup Data20To enter wrapup data:20Figure 8. Sample wrapup data screen. Your wrapup data may differ.20Logging Out21To log out:211. Change to the Not Ready agent state.212. Choose Logout from the menu on your IP phone.213. Choose the appropriate reason code.21Tamanho: 400 KBPáginas: 22Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco IP Phone Agent User’s Guide1Cisco IP Phone Agent User’s Guide5Introduction5Obtaining Documentation5Cisco.com5Documentation CD-ROM6Ordering Documentation6Documentation Feedback6Obtaining Technical Assistance7Cisco TAC Website7Opening a TAC Case7TAC Case Priority Definitions8Obtaining Additional Publications and Information8About This Document10Intended Audience10Conventions Used10Agent States11Table 1. Agent states.11Call Flows12Call Flow Examples12A Typical Call121. A call is routed to you by the ACD.122. You answer the phone.123. Before hanging up, you change your agent state.124. The call ends and you hang up.125. You perform your after-call work.126. When you’re finished with your after-call work, you change your agent state to Ready.127. You receive a new call.12Using a Reason Code131. A call is routed to you by the ACD.132. You answer the phone.133. As you handle the call, you keep in mind that your next agent state is Not Ready because you a...134. Before you hang up, you change your agent state to Not Ready.135. You select the appropriate reason code from the menu to explain why you’re changing to the Not...136. The call ends and you hang up.13Using Wrap-Up Data131. A call is routed to you by the ACD.132. You answer the phone.133. You handle the call. Before hanging up, you change your agent state to Work Ready or Work Not ...134. The call ends and you hang up.135. You select the appropriate wrap-up data from the menu.146. You press the Services button to clear the screen.14The IP Phone Agent Screen15Selecting Menu Options151. Use the scroll key to highlight the menu option you want, then press the Select soft key.152. Enter the desired menu option’s menu number on the number pad.15Soft Keys15Table 2. Soft keys.15Logging In16To log in:161. Press the Services button on your IP phone.16Figure 1. The IP Phone Agent initial menu. Your menu may differ.162. Choose IP Phone Agent from the menu.16Figure 2. IP Agent Login screen.173. Using the number pad on your IP phone, enter your agent ID, password, and phone extension in t...174. Press the Submit soft key to log in.17Enterprise Data18Figure 3. Caller Data window. Your data may differ.18Skill Statistics19To access the skill statistics:19Figure 4. Skill Stats window (default view).19Table 3. Available Skill Stats statistics.19Refresh Rate20Changing Agent States21Figure 5. Initial IP Phone Agent screen after logging in.21To change agent state:21Changing Agent State While on a Call21To redisplay the IP Phone Agent screen and change your agent state:211. Press the Services button on your IP phone.212. Choose IP Phone Agent from the menu.223. Select the appropriate agent state (see Figure 6).22Figure 6. Agent state screen while on a call.22Reason Codes23To enter a reason code:23Figure 7. Sample reason code screen. Your reason codes may differ.23Wrap-Up Data24To enter wrap-up data:24Figure 8. Sample wrap-up data screen. Your wrap-up data may differ.24Logging Out25To log out:251. Change to the Not Ready agent state.252. Choose Logout from the menu on your IP phone.253. Choose the appropriate reason code.25Tamanho: 400 KBPáginas: 26Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco IP Phone Agent User Guide7Introduction7About This Document8Intended Audience8Conventions Used8The IP Phone Agent Screen9Soft Keys9Selecting Menu Options10Logging In11Forcing a Login12Skill Statistics13Refresh Rate14Caller Data15Agent States16Changing Your Agent State16Changing Agent State While on a Call17Reason Codes19Wrap-Up Data20Agent-Initiated Recording21Supervisor Intervention23Monitoring/Recording Notification23Logging Out24Fault Tolerance25Redundancy25Failover25Index27Tamanho: 400 KBPáginas: 28Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoPreface11Introduction11What’s New In This Release12Desktop Administrator Feature Levels12Related CAD Documentation13Getting Started with Cisco Desktop Work Flow Administrator15Introduction15Starting Desktop Work Flow Administrator16Automated Updates17The Desktop Work Flow Administrator Interface18Toolbars and Menu Bars18Navigation Tree Pane19Display Pane Navigation19User Privileges in Microsoft Windows20Configuring Passwords21Configuring a Password in Desktop Work Flow Administrator21Client Applications22Agent Desktop, CAD-BE, and IP Phone Agent User ID, Login Name, and Password22Supervisor Desktop User ID, Login Name, and Password22Synchronizing Directory Services24Work Flow Configuration25Introduction25Dial Strings27North American Dial String Formatting27Telephone Number Display28Outgoing Calls29Advanced Internal Dialing30Advanced External Dialing32Miscellaneous34Variable Length Dial String Formatting35Telephone Number Display35Phone Number Format37Miscellaneous38Phone Books39Using the Phone Book Filter40Creating Phone Books41Enabling or Disabling Phone Books42Importing and Exporting Phone Books43CSV File Format43Reason Codes46Assigning Reason Codes48Enabling or Disabling Reason Codes49Wrap-up Data50Creating Wrap-up Data Descriptions51Assigning Wrap-up Data Descriptions53Enabling or Disabling Wrap-up Data54Automatic State Changes54Record/Monitor Notification55Work Flow Groups57Maintaining Work Flow Groups58Enterprise Data60Data60Call Activity61CAD, CAD-BE, and IP Phone Agent Nodes63CAD Agent Node63CAD-BE Agent Node63IP Phone Agent Node63User Interface64Toolbar64Adding and Removing Toolbar Buttons65Adding the Cisco Unified Outbound Dialer Toolbar65Associating Actions with Task Buttons65Changing a Task Button’s Hint66Customizing Button Icons66Show Data Fields68Configuring and Renaming Data Fields68Show Duration69Miscellaneous70Browser Setup71Enabling the Integrated Browser72Enabling Access to Other Websites72Enabling Hyperlink Dialing73Configuring the Number of Browser Tabs73Enabling Popus to be Displayed in a New Window73Setting Up the Home Page73Setting Up Work Sites74Remote Access74IPC Make Call76IPC Blind Transfer76IPC Supervised Transfer77IPC Blind Conference77IPC Supervised Conference78IPC High Priority Chat79IPC Record79IPC Agent Notification79IPC Set Variable80Voice Contact Work Flows81Creating a Voice Contact Work Flow82Setting Up a New Voice Contact Classification83Setting Up a New Work Flow84Data Field Conditions85Wild Card Searches87Modifying a Voice Contact Work Flow87Voice Contact Work Flows and Outbound Dialer88Deleting a Voice Contact Work Flow90Agent Management Work Flows91Creating an Agent Management Work Flow91Creating Actions95Action Availability96Adding a New Action97Editing an Action98Deleting an Action98Importing and Exporting Actions98Creating Agent Notification Actions102Creating Agent State Actions103Automated Reason Codes for Agent State Changes103Creating Call Control Actions105Creating Delay Actions106Creating HTTP Actions106Reserved Characters110Example of an HTTP Request111Creating IPC Actions113Creating Launch External Application Actions115Creating Run Macro Actions116Macro Recording Tips117Allowed Macro Keystrokes119Recording Macros120Data Fields122Creating Set Enterprise Data Actions125Creating Timer Actions127Utility Action128High Priority Chat Messages129Cisco Unified Outbound Dialer131Outbound Dialer Actions132Outbound Dialer Toolbar133Outbound Dialer Enterprise Data134Getting Started with Desktop Administrator137Introduction137Accessing Desktop Administrator138Using the Search Function139Services Configuration141Introduction141Configuring Enterprise Data142Fields143Creating a Custom Field143Editing a Field145Deleting a Field146Layouts147Creating a Custom Layout147Using a Custom Layout148Copying a Layout151Editing a Layout152Deleting a Layout152Configuring Desktop and Server Monitoring and Recording153Enabling Mobile Agent Monitoring153Enabling Desktop Monitoring154Configuring a Default Monitor Service155Assigning Phone Devices to a Specific VoIP Monitor Service156Removing a VoIP Monitor or Recording & Playback Service from Directory Services156Synchronizing Directory Services159Releasing the Desktop Administrator Lock160Unified CCE Configuration161Introduction161Alternate Agent Re-skilling Websites162Personnel Configuration165Introduction165Configuring Agents166Changing an Agent’s Work Flow Group Assignment166Configuring Supervisors168Viewing a Supervisor’s Properties168Resetting a Supervisor’s Password169Introduction171Configuring the Cisco Unified Presence Server172Configuring Unified Presence Users173Configuring the Cisco Unified Presence Cluster175Configuring Contact Lists177Creating a Contact List178Finding a Contact List179Deleting a Contact List179Editing a Contact List180Adding SMEs to a Contact List181Finding SMEs182Configuring External Contacts186Adding External Contacts186Finding an External Contact188Editing an External Contact189Deleting an External Contact189Configuring Work Flow Groups191Finding a Work Flow Group191Adding a Contact List to a Work Flow Group192Selecting Agents to Appear Offline194Global Phone Book FAQ195Cisco Desktop Monitoring Console197Overview197Using the Monitoring Console198Glossary201Index217Tamanho: 5 MBPáginas: 220Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoPreface11Introduction11What’s New In This Release12Desktop Administrator Feature Levels12Related CAD Documentation13Obtaining Documentation and Submitting a Service Request13Documentation Feedback13Getting Started with Cisco Desktop Work Flow Administrator15Introduction15Starting Desktop Work Flow Administrator16Automated Updates17The Desktop Work Flow Administrator Interface18Toolbars and Menu Bars18Navigation Tree Pane19Display Pane Navigation19User Privileges in Microsoft Windows20Configuring Passwords21Configuring a Password in Desktop Work Flow Administrator21Client Applications22Agent Desktop, CAD-BE, and IP Phone Agent User ID, Login Name, and Password22Supervisor Desktop User ID, Login Name, and Password22Synchronizing Directory Services24Work Flow Configuration25Introduction25Dial Strings27North American Dial String Formatting27Telephone Number Display28Outgoing Calls29Advanced Internal Dialing30Advanced External Dialing32Miscellaneous34Variable Length Dial String Formatting35Telephone Number Display35Phone Number Format37Miscellaneous38Phone Books39Using the Phone Book Filter40Creating Phone Books41Enabling or Disabling Phone Books42Importing and Exporting Phone Books43CSV File Format43Reason Codes46Assigning Reason Codes48Enabling or Disabling Reason Codes49Wrap-up Data50Relationship between Unified ICM and Desktop Administrator Regarding Wrap-up Data51Creating Wrap-up Data Descriptions53Assigning Wrap-up Data Descriptions56Enabling or Disabling Wrap-up Data56Automatic State Changes56Work Flow Groups58Maintaining Work Flow Groups59Enterprise Data61Data61Call Activity62CAD, CAD-BE, and IP Phone Agent Nodes64CAD Agent Node64CAD-BE Agent Node64IP Phone Agent Node64User Interface65Toolbar65Adding and Removing Toolbar Buttons66Adding the Cisco Unified Outbound Dialer Toolbar66Associating Actions with Task Buttons66Changing a Task Button’s Hint67Customizing Button Icons67Show Data Fields69Configuring and Renaming Data Fields69Show Duration70Miscellaneous71Browser Setup72Enabling the Integrated Browser73Enabling Access to Other Websites73Enabling Hyperlink Dialing74Configuring the Number of Browser Tabs74Enabling popups to be displayed in a new window74Setting Up the Home Page74Setting Up Work Sites75Remote Access76IPC Make Call77IPC Blind Transfer77IPC Supervised Transfer78IPC Blind Conference79IPC Supervised Conference79IPC High Priority Chat80IPC Record80IPC Agent Notification81IPC Set Variable81Voice Contact Work Flows82Creating a Voice Contact Work Flow83Setting Up a New Voice Contact Classification84Setting Up a New Work Flow85Data Field Conditions87Wild Card Searches88Modifying a Voice Contact Work Flow88Voice Contact Work Flows and Outbound Dialer89Deleting a Voice Contact Work Flow91Agent Management Work Flows92Creating an Agent Management Work Flow92Creating Actions96Action Availability97Adding a New Action98Editing an Action99Deleting an Action99Importing and Exporting Actions99Creating Agent Notification Actions104Creating Agent State Actions105Automated Reason Codes for Agent State Changes105Creating Call Control Actions107Creating Delay Actions108Creating HTTP Actions109Reserved Characters113Example of an HTTP Request114Creating IPC Actions116Creating Launch External Application Actions118Creating Run Macro Actions119Macro Recording Tips120Allowed Macro Keystrokes122Recording Macros123Data Fields125Creating Set Enterprise Data Actions128Creating Timer Actions130Utility Action131High Priority Chat Messages132Agent’s State Change Notification and Announcement134Cisco Unified Outbound Dialer138Outbound Dialer Actions139Outbound Dialer Toolbar140Outbound Dialer Enterprise Data141Getting Started with Desktop Administrator143Introduction143Accessing Desktop Administrator144Using the Search Function145Services Configuration147Introduction147Configuring Enterprise Data148Fields149Creating a Custom Field149Editing a Field151Deleting a Field152Layouts153Creating a Custom Layout153Using a Custom Layout154Copying a Layout156Editing a Layout157Deleting a Layout157Configuring Display Settings158Configuring Non-ACD Calls (Multiline) Settings160Call Display160Call Monitoring and Recording161Call Barge-in and Intercept161Configuring Desktop and Server Monitoring and Recording162Unified CM-based Monitoring and Recording162Enabling Mobile Agent Monitoring163Enabling Desktop Monitoring164Configuring a Default Monitor Service165Assigning Phone Devices to a Specific VoIP Monitor Service166Removing a VoIP Monitor or Recording & Playback Service from Directory Services166Synchronizing Directory Services169Releasing the Desktop Administrator Lock170Unified CCE Configuration171Introduction171Alternate Agent Re-skilling Websites172Personnel Configuration175Introduction175Configuring Agents176Changing the Login Method for Agents176Changing an Agent’s Work Flow Group Assignment177Configuring Supervisors178Enabling Supervisors to Log In Using Agent Desktop Password178Viewing a Supervisor’s Properties179Resetting a Supervisor’s Password180Cisco Unified Presence Settings181Introduction181Configuring the Cisco Unified Presence Server182Configuring an Inbound Access Control List182Configuring the CAD Client Type182Configuring Unified Presence Users184Configuring the Cisco Unified Presence Cluster186Configuring Contact Lists188Creating a Contact List189Finding a Contact List190Deleting a Contact List190Editing a Contact List191Adding SMEs to a Contact List192Finding SMEs193Configuring External Contacts197Adding External Contacts197Finding an External Contact199Editing an External Contact200Deleting an External Contact200Configuring Work Flow Groups202Finding a Work Flow Group202Adding a Contact List to a Work Flow Group203Selecting Agents to Appear Offline205Configuring Supervisor Chat and Team Messages206Global Phone Book FAQ207Cisco Desktop Monitoring Console209Overview209Using the Monitoring Console210Glossary213Index229Tamanho: 5 MBPáginas: 232Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoPreface11Introduction11What’s New in This Release11Desktop Administrator Feature Levels11Related CAD Documentation12Intended Audience12Getting Started13Introduction13Starting Desktop Administrator14Automated Updates15The Desktop Administrator Interface16Toolbars and Menu Bars16Navigation Tree Pane17Display Pane Navigation17User Privileges in Microsoft Windows18Configuring Passwords19Configuring a Password in Desktop Administrator19Client Applications20Agent Desktop, CAD-BE, and IP Phone Agent User ID, Login Name, and Password21Supervisor Desktop User ID, Login Name, and Password21CAD Configuration Setup Utility23Entering Configuration Data in Initial Mode25Configuring a Single or Primary Server in a Replicated System25Configuring a Secondary Server in a Replicated System26Entering Configuration Data in Update Mode28CAD Configuration Setup Windows29CAD-BE Servers29Unified Communications Manager31Unified CM SOAP AXL Access33CTI OS34CTI OS Security Setup35CTI Server (Unified CM)36ICM Admin Workstation Database38ICM Admin Workstation Distributor40Recording and Statistics Service Database42Replication Setup45Restore Backup Data46Services Configuration47SNMP Configuration50Terminal Services51VoIP Monitor Service52Synchronizing Directory Services53Enterprise Configuration55Introduction55Enterprise Data56Fields57Layouts59Custom Layouts61VoIP Monitor62Desktop Monitoring63Cisco VoIP Monitor Service Monitoring63Devices Displayed in the VoIP Monitor Window64Mobile Agent Monitoring65Effect of Monitoring Options on Devices67Removing the Monitoring or Recording Services from Directory Services68Work Flow Configuration69Introduction69Dial Strings71North American Dial String Formatting71Telephone Number Display72Outgoing Calls73Advanced Internal Dialing74Advanced External Dialing76Miscellaneous78Variable Length Dial String Formatting79Telephone Number Display79Phone Number Format80Miscellaneous81Phone Books82Using the Phone Book Filter83Creating Phone Books84Enabling or Disabling Phone Books85Importing and Exporting Phone Books86CSV File Format86Reason Codes89Assigning Reason Codes91Enabling or Disabling Reason Codes92Wrap-up Data93Creating Wrap-up Data Descriptions94Assigning Wrap-up Data Descriptions96Enabling or Disabling Wrap-up Data97Automatic State Changes97Record/Monitor Notification98Work Flow Groups99Maintaining Work Flow Groups100Enterprise Data102Data102Call Activity103CAD, CAD-BE, and IP Phone Agent Nodes105CAD Agent Node105CAD-BE Agent Node105IP Phone Agent Node105User Interface106Toolbar106Adding and Removing Toolbar Buttons107Adding the Cisco Unified Outbound Dialer Toolbar107Associating Actions with Task Buttons107Changing a Task Button’s Hint108Customizing Button Icons108Show Data Fields110Configuring and Renaming Data Fields110Show Duration111Miscellaneous112Browser Setup113Enabling the Integrated Browser114Enabling Access to Other Websites114Configuring the Number of Browser Tabs114Setting Up the Home Page114Setting Up Work Sites114Remote Access115IPC Make Call Action116IPC High Priority Chat Action117IPC Record Action117IPC Agent Notification Action118IPC Set Variable Action118Voice Contact Work Flows119Creating a Voice Contact Work Flow120Setting Up a New Voice Contact Classification121Setting Up a New Work Flow122Data Field Conditions123Wild Card Searches125Modifying a Voice Contact Work Flow125Deleting a Voice Contact Work Flow126Agent Management Work Flows127Creating an Agent Management Work Flow127Creating Actions131Action Availability132Adding a New Action133Editing an Action134Deleting an Action134Importing and Exporting Actions134Creating Agent Notification Actions138Creating Agent State Actions139Automated Reason Codes for Agent State Changes139Creating Call Control Actions141Creating Delay Actions142Creating HTTP Actions142Reserved Characters146Example of an HTTP Request147Creating IPC Actions149Creating Launch External Application Actions151Creating Run Macro Actions153Macro Recording Tips153Allowed Macro Keystrokes155Recording Macros156Data Fields158Creating Set Enterprise Data Actions161Creating Timer Actions163Utility Action164High Priority Chat Messages165Cisco Unified Outbound Dialer167Outbound Dialer Actions168Outbound Dialer Toolbar169Outbound Dialer Enterprise Data171Unified CCE Configuration173Introduction173Alternate Agent Re-Skilling Websites174Agent Re-skilling Notes174Personnel Configuration175Introduction175Configuring Agent Properties176Changing the Agent Login Method177Configuring the Mobile Agent Mode177Viewing an Agent’s Properties178Changing an Agent’s Work Flow Group179Configuring Supervisor Properties180Changing a Supervisor’s Password181Viewing Team Information182Supervisors182Agents183Skills184Integrating Cisco Unified Presence with CAD185Introduction185Accessing Desktop Presence Administrator185Configuring a Password for Desktop Presence Administrator188Configuring the Cisco Unified Presence Cluster191Configuring Contact Lists193Creating a Contact List193Finding a Contact List194Deleting a Contact List195Editing a Contact List195Adding SMEs to a Contact List197Finding Users199Configuring External Contacts202Adding External Contacts202Finding External Contacts204Editing an External Contact205Deleting External Contacts205Configuring Workflow Groups207Finding a Workflow Group207Adding a Contact List to a Workflow Group208Selecting Agents to Appear Offline210Global Phone Book FAQ211Cisco Desktop Monitoring Console213Overview213Using the Monitoring Console214Tutorials217Introduction217Setting Up an ANI-Based Screen Pop218Using a Terminal Emulator Package222Setting Up a Task Button to Transfer to a Specified Number226Setting Up a Task Button for After-Call Work227Setting Up a Launch External Application Action236Using Wild Card Data Conditions237Glossary239Index255Tamanho: 3 MBPáginas: 258Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoPreface11Introduction11What’s New in This Release11Desktop Administrator Feature Levels12Related CAD Documentation12Intended Audience13Getting Started15Introduction15Starting Desktop Administrator16Automated Updates17The Desktop Administrator Interface18Toolbars and Menu Bars18Navigation Tree Pane19Display Pane Navigation19User Privileges in Microsoft Windows20Configuring Passwords21Configuring a Password in Desktop Administrator21Client Applications22Agent Desktop, CAD-BE, and IP Phone Agent User ID, Login Name, and Password23Supervisor Desktop User ID, Login Name, and Password23CAD Configuration Setup Utility24Entering Configuration Data in Initial Mode26Configuring a Single or Primary Server in a Replicated System26Configuring a Secondary Server in a Replicated System27Entering Configuration Data in Update Mode29CAD Configuration Setup Windows30CAD-BE Servers30Unified Communications Manager32Unified CM SOAP AXL Access34CTI OS35CTI OS Security Setup36CTI Server (Unified CM)37ICM Admin Workstation Database39ICM Admin Workstation Distributor41Recording and Statistics Service Database43Replication Setup45Restore Backup Data46Services Configuration47SNMP Configuration48Terminal Services49VoIP Monitor Service50Synchronizing Directory Services51Enterprise Configuration53Introduction53Enterprise Data54Fields55Layouts57Custom Layouts59VoIP Monitor60Desktop Monitoring61Cisco VoIP Monitor Service Monitoring61Devices Displayed in the VoIP Monitor Window62Mobile Agent Monitoring63Effect of Monitoring Options on Devices65Removing the Monitoring or Recording Services from Directory Services66Work Flow Configuration67Introduction67Dial Strings69North American Dial String Formatting69Telephone Number Display70Outgoing Calls71Advanced Internal Dialing72Advanced External Dialing74Miscellaneous76Variable Length Dial String Formatting77Telephone Number Display77Phone Number Format78Miscellaneous79Phone Books80Using the Phone Book Filter81Creating Phone Books82Enabling or Disabling Phone Books83Importing and Exporting Phone Books84CSV File Format84Reason Codes87Assigning Reason Codes89Enabling or Disabling Reason Codes90Wrap-up Data91Creating Wrap-up Data Descriptions92Assigning Wrap-up Data Descriptions94Enabling or Disabling Wrap-up Data95Automatic State Changes95Record/Monitor Notification96Work Flow Groups97Maintaining Work Flow Groups98Enterprise Data100Data100Call Activity101CAD, CAD-BE, and IP Phone Agent Nodes103CAD Agent Node103CAD-BE Agent Node103IP Phone Agent Node103User Interface104Toolbar104Adding and Removing Toolbar Buttons105Adding the Cisco Unified Outbound Dialer Toolbar105Associating Actions with Task Buttons105Changing a Task Button’s Hint106Customizing Button Icons106Show Data Fields108Configuring and Renaming Data Fields108Show Duration109Miscellaneous110Browser Setup111Enabling the Integrated Browser112Enabling Access to Other Websites112Configuring the Number of Browser Tabs112Setting Up the Home Page112Setting Up Work Sites112Remote Access113IPC Make Call114IPC Blind Transfer115IPC Supervised Transfer116IPC Blind Conference116IPC Supervised Conference117IPC High Priority Chat117IPC Record118IPC Agent Notification118IPC Set Variable118Voice Contact Work Flows120Creating a Voice Contact Work Flow121Setting Up a New Voice Contact Classification122Setting Up a New Work Flow123Data Field Conditions124Wild Card Searches126Modifying a Voice Contact Work Flow126Deleting a Voice Contact Work Flow127Agent Management Work Flows128Creating an Agent Management Work Flow128Creating Actions132Action Availability133Adding a New Action134Editing an Action135Deleting an Action135Importing and Exporting Actions135Creating Agent Notification Actions139Creating Agent State Actions140Automated Reason Codes for Agent State Changes140Creating Call Control Actions142Creating Delay Actions143Creating HTTP Actions143Reserved Characters147Example of an HTTP Request148Creating IPC Actions150Creating Launch External Application Actions152Creating Run Macro Actions154Macro Recording Tips154Allowed Macro Keystrokes156Recording Macros157Data Fields159Creating Set Enterprise Data Actions162Creating Timer Actions164Utility Action165High Priority Chat Messages166Cisco Unified Outbound Dialer168Outbound Dialer Actions169Outbound Dialer Toolbar170Outbound Dialer Enterprise Data172Unified CCE Configuration173Introduction173Alternate Agent Re-Skilling Websites174Agent Re-skilling Notes174Personnel Configuration175Introduction175Configuring Agent Properties176Changing the Agent Login Method177Configuring the Mobile Agent Mode177Viewing an Agent’s Properties178Changing an Agent’s Work Flow Group179Configuring Supervisor Properties180Changing a Supervisor’s Password181Viewing Team Information182Supervisors182Agents183Skills184Integrating Cisco Unified Presence with CAD185Introduction185Accessing Desktop Presence Administrator185Configuring a Password for Desktop Presence Administrator188Configuring the Cisco Unified Presence Cluster191Configuring Contact Lists193Creating a Contact List193Finding a Contact List194Deleting a Contact List195Editing a Contact List195Adding SMEs to a Contact List197Finding Users199Configuring External Contacts202Adding External Contacts202Finding External Contacts204Editing an External Contact205Deleting External Contacts205Configuring Workflow Groups207Finding a Workflow Group207Adding a Contact List to a Workflow Group208Selecting Agents to Appear Offline210Global Phone Book FAQ211Cisco Desktop Monitoring Console213Overview213Using the Monitoring Console214Tutorials217Introduction217Setting Up an ANI-Based Screen Pop218Using a Terminal Emulator Package222Setting Up a Task Button to Transfer to a Specified Number226Setting Up a Task Button for After-Call Work227Setting Up a Launch External Application Action236Using Wild Card Data Conditions237Glossary239Index255Tamanho: 3 MBPáginas: 258Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction to Cisco Desktop Administrator7Introduction7Desktop Administrator Versions7About This Document8Intended Audience8Conventions8The Desktop Administrator Interface10Navigation Tree Pane Navigation10Display Pane Navigation11User Privileges in Windows NT and Windows 200012Passwords13Desktop Administrator13Agent Desktop and Supervisor Desktop User IDs and Passwords14Agent Desktop14Supervisor Desktop14CTI Server Configuration and Directory Services Synchronization15Configuring the CTI Server15Synchronizing Directory Services16Updating Logical Contact Centers17Enterprise Data Configuration19Introduction19Toolbar and Menu Bar20Toolbar20Menu Bar20Enterprise Data21Fields22Layouts25VoIP Monitor27Desktop Monitoring27VoIP Monitor Server Monitoring28Removing a VoIP Monitor Server from Directory Services29Effect of Combinations of Monitoring on Devices30Enterprise Configuration32CallManager CTI Server Tab32VRU CTI Server33Devices34Desktop Configuration37Introduction37Toolbar and Menu Bar39Toolbar39Menu Bar39Dial Strings41North American Dial String Format41Telephone Number Display Tab41Outgoing Calls Tab42Advanced Internal Dialing44Advanced External Dialing Tab45Miscellaneous Tab46Variable Length Dial String Format47Telephone Number Display Tab47Phone Number Format Tab48Miscellaneous Tab50Phone Book51Reason Codes54Work Flow Groups57Maintaining Work Flow Groups58User Interface Setup59Toolbar Tab59Buttons and Icons60Cisco Outbound Option63Show Data Fields Tab65Miscellaneous Tab66Work Flow68Events70Rules70Setting Up a New Rule71Actions73Run Macro Action75Call Control Actions82Launch External Application Action83Agent State Action85Utility Action86Outbound Option Action87Enterprise Data89Data Tab89Window Options Tab90Call Activity Tab91Wrapup Data92Automatic State Changes94IPCC Configuration95Introduction95Toolbar and Menu Bar97Toolbar97Menu Bar97Managing Hyperlinks98Adding a New Hyperlink98Renaming and Deleting Hyperlinks98Personnel Configuration101Introduction101Toolbar and Menu Bar102Toolbar102Menu Bar102Agents103Supervisors105Teams107Supervisors Tab107Agents Tab108Contact Queues Tab109Tutorials111Introduction111Setting Up an ANI-Based Screen Pop112Using a Terminal Emulator Package117Setting Up a Task Button to Transfer to a Specified Number122Setting Up a Task Button for After-Call Work123Setting Up a Launch External Application Action132Using Wild Card Data Conditions133Glossary135Tamanho: 1 MBPáginas: 152Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoGetting Started with Cisco Desktop Administrator11Introduction11Desktop Administrator Feature Levels11Related CAD Documentation12Obtaining Documentation12Cisco.com12Product Documentation DVD12Ordering Documentation13Documentation Feedback13Cisco Product Security Overview13Reporting Security Problems in Cisco Products14Obtaining Technical Assistance15Cisco Technical Support & Documentation Website15Submitting a Service Request15Definitions of Service Request Severity16Obtaining Additional Publications and Information16About This Document19Intended Audience19Conventions Used19Starting Desktop Administrator20Automated Updates21The Desktop Administrator Interface22Toolbars and Menu Bars22Navigation Tree Pane23Display Pane Navigation24User Privileges in Windows 2000 and Windows XP25Passwords26Agent Desktop User ID, Login Name, and Password27Supervisor Desktop User ID, Login Name, and Password27Cisco Agent Desktop Configuration Setup28Configuration Setup Windows30CallManager Window30CTI Server (CallManager) Window31CTI Server (IP IVR) Window32IP IVR Window33CTI OS Window34CallManager SOAP AXL Access Window35Logger Database Window36ICM Admin Workstation Distributor Window37ICM Admin Workstation Database38Recording and Statistics Service Database Window39VoIP Monitor Service Window40Services Configuration Window41Directory Services Replication Window42Synchronizing Directory Services43Backing Up and Restoring Logical Contact Center Configurations44Enterprise Configuration47Introduction47Enterprise Data48Fields49Layouts51VoIP Monitor54Desktop Monitoring54VoIP Monitor Service Monitoring55Effect of Combinations of Monitoring on Devices56Removing a VoIP Monitor or Recording & Playback Service from Directory Services57Desktop Configuration59Introduction59Dial Strings60North American Dial String Format60Telephone Number Display60Outgoing Calls61Advanced Internal Dialing62Advanced External Dialing63Miscellaneous64Variable Length Dial String Format66Telephone Number Display66Phone Number Format67Miscellaneous68Phone Book69Reason Codes72Work Flow Groups75Maintaining Work Flow Groups76Enterprise Data78Data78Call Activity78Wrap-up Data80Automatic State Changes82User Interface Setup83Toolbar83Add and Remove Toolbar Buttons83Associate Actions with Task Buttons84Change a Task Button’s Hint85Customize Button Icons85Show Data Fields86Configuring and Renaming Data Fields86Disabling the Duration Field87Miscellaneous87IPPA89Browser Setup89Enabling the Integrated Browser90Enabling Access to Other Websites90Setting Up the Home Page90Setting Up Work Sites91Voice Contact Work Flows92Creating a Voice Contact Work Flow93Setting Up a New Voice Contact Classification93Setting Up a New Work Flow94Data Field Conditions95Wild Card Searches97Modifying a Voice Contact Work Flow97Deleting a Voice Contact Work Flow97Agent Management Work Flows99Creating an Agent Management Work Flow99Actions103Action Availability103Adding a New Action104Editing an Action105Deleting an Action105Agent Notification Action105Agent State Action106Automated Reason Codes for Agent State Changes107Call Control Action108HTTP Action109Reserved Characters112Example of an HTTP Request113IPC Action116Launch External Application Action118Run Macro Action119Macro Recording Tips120Allowed Macro Keystrokes122Recording Macros123Data Fields126Timer Action129Utility Action130High-Priority Chat Messages131Cisco Outbound Option133Outbound Option Actions134Outbound Option Toolbar134Outbound Option Enterprise Data136IPCC Configuration139Introduction139Managing Hyperlinks141Adding a New Hyperlink141Renaming and Deleting Hyperlinks141Cisco Desktop Monitoring Console143Monitoring Console Location143Using the Monitoring Console144Personnel Configuration145Introduction145Agents146Changing an Agent’s Work Flow Group147Supervisors148Changing a Supervisor’s Password148Teams150Supervisors150Agents150Skills151Tutorials153Introduction153Setting Up an ANI-Based Screen Pop154Using a Terminal Emulator Package158Setting Up a Task Button to Transfer to a Specified Number163Setting Up a Task Button for After-Call Work164Setting Up a Launch External Application Action173Using Wild Card Data Conditions174Glossary175Tamanho: 2 MBPáginas: 188Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoGetting Started with Cisco Desktop Administrator13Introduction13What’s New in This Release13Version 7.1(1)13Version 7.1(2)13Desktop Administrator Feature Levels14Related CAD Documentation14Obtaining Documentation15Cisco.com15Product Documentation DVD15Ordering Documentation15Documentation Feedback16Cisco Product Security Overview16Reporting Security Problems in Cisco Products16Obtaining Technical Assistance17Cisco Technical Support & Documentation Website17Submitting a Service Request18Definitions of Service Request Severity18Obtaining Additional Publications and Information19About This Document21Intended Audience21Conventions Used21Starting Desktop Administrator22Automated Updates23The Desktop Administrator Interface24Toolbars and Menu Bars24Navigation Tree Pane25Display Pane Navigation26User Privileges in Windows 2000 and Windows XP27Passwords28Agent Desktop User ID, Login Name, and Password29Supervisor Desktop User ID, Login Name, and Password29CAD Configuration Setup Utility30Configuration Setup Windows32CallManager Window32CTI Server (CallManager) Window33IP IVR Window34CTI OS Window35CallManager SOAP AXL Access Window36CAD-BE Servers Window37ICM Admin Workstation Distributor Window38ICM Admin Workstation Database Window39Recording and Statistics Service Database Window40VoIP Monitor Service Window41CTI OS Security Setup Window42Services Configuration Window43Restore Backup Data Window44Directory Services Replication Window45Terminal Services Window46Synchronizing Directory Services47Enterprise Configuration49Introduction49Enterprise Data50Fields50Layouts52VoIP Monitor55Desktop Monitoring55VoIP Monitor Service Monitoring56Mobile Agent Monitoring58Effect of Monitoring Options on Devices59Removing a VoIP Monitor or Recording & Playback Service from Directory Services60Work Flow Configuration63Introduction63Dial Strings65North American Dial String Format65Telephone Number Display65Outgoing Calls66Advanced Internal Dialing67Advanced External Dialing68Miscellaneous69Variable Length Dial String Format71Telephone Number Display71Phone Number Format72Miscellaneous73Phone Books74Creating Phone Books75Enabling or Disabling Phone Books77Reason Codes78Assigning Reason Codes80Enabling or Disabling Reason Codes81Wrap-up Data82Creating Wrap-up Data Descriptions83Assigning Wrap-up Data Descriptions85Enabling or Disabling Wrap-up Data86Automatic State Changes86Record/Monitor Notification87Work Flow Groups88Maintaining Work Flow Groups89Enterprise Data91Data91Call Activity91CAD, CAD-BE, and IP Phone Agent93CAD Agent93CAD-BE Agent93IP Phone Agent93User Interface94Toolbar94Adding and Removing Toolbar Buttons95Adding the Cisco Unified Outbound Dialer Toolbar95Associating Actions with Task Buttons95Changing a Task Button’s Hint96Customizing Button Icons96Show Data Fields98Configuring and Renaming Data Fields98Miscellaneous99Browser Setup100Enabling the Integrated Browser101Enabling Access to Other Websites101Configuring the Number of Browser Tabs101Setting Up the Home Page102Setting Up Work Sites102Remote Access103IPC Make Call Action104IPC High Priority Chat Action105IPC Record Action105IPC Agent Notification Action105Voice Contact Work Flows106Creating a Voice Contact Work Flow107Setting Up a New Voice Contact Classification108Setting Up a New Work Flow108Data Field Conditions110Wild Card Searches111Modifying a Voice Contact Work Flow112Deleting a Voice Contact Work Flow112Agent Management Work Flows113Creating an Agent Management Work Flow113Actions117Action Availability118Adding a New Action118Editing an Action119Deleting an Action119Agent Notification Action120Agent State Action121Automated Reason Codes for Agent State Changes122Call Control Action123HTTP Action124Reserved Characters128Example of an HTTP Request129IPC Action131Launch External Application Action133Run Macro Action135Macro Recording Tips135Allowed Macro Keystrokes138Recording Macros139Data Fields142Set Enterprise Data Action145Timer Action146Utility Action148High Priority Chat Messages148Cisco Unified Outbound Dialer150Outbound Dialer Actions151Outbound Dialer Toolbar152Outbound Dialer Enterprise Data153IPCC Configuration155Introduction155Managing Hyperlinks157Adding a New Hyperlink157Renaming and Deleting Hyperlinks157Alternate Agent Re-Skilling Websites159Alternate Agent Re-skilling Website Notes159Cisco Desktop Monitoring Console161Monitoring Console Location161Using the Monitoring Console162Personnel Configuration163Introduction163Agents164Changing an Agent’s Work Flow Group165Supervisors166Changing a Supervisor’s Password166Teams168Supervisors168Agents168Skills169Tutorials171Introduction171Setting Up an ANI-Based Screen Pop172Using a Terminal Emulator Package176Setting Up a Task Button to Transfer to a Specified Number181Setting Up a Task Button for After-Call Work182Setting Up a Launch External Application Action191Using Wild Card Data Conditions192Glossary193Index207Tamanho: 2 MBPáginas: 210Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction5Intended Audience5What’s New In This Release5CAD-BE Feature Levels6Language Support7Configuring Cisco IP Communicator8Logging in Using CAD-BE9Multi-line Phones9Logging in as a Local Agent9Logging in as a Mobile Agent11Login Notes13Access Through a VPN From Behind a NAT Firewall or Router14Logging Out15Method 1: Logging Out and Then Closing CAD-BE (Recommended)15Method 2: Closing CAD-BE Without First Logging Out15CAD-BE Interface17Toolbar Buttons and Shortcut Keys18Contact Appearance Pane20Contact Management Pane21Enterprise Data21Call Activity21Integrated Browser Pane22Status Bar22Dial Pad Window24Handling Calls25Entering Phone Numbers25Answering a Call25Making a Call25Entering Touch Tones During a Call26Transferring a Call27Making a Conference Call27Supervisor Involvement29Call Involvement29Browser Involvement29Agent State Involvement29Agent States30Using the Integrated Browser32Accessing Work Sites32Accessing Other Websites32Accessing Your Home Page32Supervisor Intervention32Reason Codes33Wrap-up Data34Service Autorecovery35Service Status Window35Loss of BIPPA Service36Non-Redundant Systems36Redundant Systems36Loss of CTI Service36Loss of LDAP Service37Loss of LRM Service37Loss of Other Services37Index39Tamanho: 600 KBPáginas: 40Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction5Intended Audience5What’s New In This Release5Obtaining Documentation and Submitting a Service Request6Documentation Feedback6CAD-BE Feature Levels7Language Support8Configuring Cisco IP Communicator9Logging in Using CAD-BE10Multi-line Phones10Logging in as a Local Agent11Logging in as a Mobile Agent12Login Notes14Access Through a VPN From Behind a NAT Firewall or Router15VPN Tunneling15Logging Out17Method 1: Logging Out and Then Closing CAD-BE (Recommended)17Method 2: Closing CAD-BE Without First Logging Out17Dial Pad Window19CAD-BE Interface20Toolbar Buttons and Shortcut Keys21Contact Appearance Pane23Single vs. Multi-Line Contact Displays23Contact Management Pane24Enterprise Data25Call Activity25Integrated Browser Pane26Status Bar26Handling Calls27Single-line vs. Multi-line Configurations27Entering Phone Numbers27Answering a Call27Making a Call28Entering Touch Tones During a Call28Transferring a Call29Making a Conference Call30Supervisor Involvement32Call Involvement32Browser Involvement32Agent State Involvement32Agent States33Using the Integrated Browser35Accessing Work Sites35Accessing Other Websites35Accessing Your Home Page35Supervisor Intervention35Reason Codes36Wrap-up Data37Service Autorecovery38Service Status Window38Loss of BIPPA Service39Non-Redundant Systems39Redundant Systems39Loss of CTI Service39Loss of LDAP Service40Loss of LRM Service40Loss of Other Services40Index41Tamanho: 600 KBPáginas: 42Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction5Intended Audience5What’s New In This Release5CAD-BE Feature Levels6Configuring Cisco IP Communicator7Logging in Using Agent Desktop8Logging in as a Local Agent8Logging in as a Mobile Agent10Login Notes12Access Through a VPN From Behind a NAT Firewall or Router13Logging Out14CAD-BE Interface15Toolbar Buttons and Shortcut Keys16Contact Appearance Pane18Contact Management Pane19Enterprise Data19Call Activity19Integrated Browser Pane20Dial Pad Window21Handling Calls22Entering Phone Numbers22Answering a Call22Making a Call22Entering Touch Tones During a Call23Transferring a Call24Making a Conference Call24Supervisor Involvement26Call Involvement26Browser Involvement26Agent State Involvement26Agent States27Using the Integrated Browser29Accessing Work Sites29Accessing Other Websites29Accessing Your Home Page29Supervisor Intervention29Reason Codes30Wrap-up Data31Service Autorecovery32Loss of BIPPA Service32Non-Redundant Systems32Redundant Systems32Loss of CTI Service33Loss of LDAP Service33Loss of Other Services33Index35Tamanho: 700 KBPáginas: 36Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction5Intended Audience5What’s New In This Release5CAD-BE Feature Levels6Configuring Cisco IP Communicator7Logging in Using Agent Desktop8Logging in as a Local Agent8Logging in as a Mobile Agent10Login Notes12Access Through a VPN From Behind a NAT Firewall or Router13Logging Out14CAD-BE Interface15Toolbar Buttons and Shortcut Keys16Contact Appearance Pane18Contact Management Pane19Enterprise Data19Call Activity19Integrated Browser Pane20Dial Pad Window21Handling Calls22Entering Phone Numbers22Answering a Call22Making a Call22Entering Touch Tones During a Call23Transferring a Call24Making a Conference Call24Supervisor Involvement26Call Involvement26Browser Involvement26Agent State Involvement26Agent States27Using the Integrated Browser29Accessing Work Sites29Accessing Other Websites29Accessing Your Home Page29Supervisor Intervention29Reason Codes30Wrap-up Data31Service Autorecovery32Loss of BIPPA Service32Non-Redundant Systems32Redundant Systems32Loss of CTI Service33Loss of LDAP Service33Loss of Other Services33Index35Tamanho: 500 KBPáginas: 36Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoPreface13Introduction13What’s New in This Release13Desktop Administrator Feature Levels13Related CAD Documentation14Obtaining Documentation14Cisco.com14Product Documentation DVD15Ordering Documentation15Documentation Feedback15Cisco Product Security Overview16Reporting Security Problems in Cisco Products16Obtaining Technical Assistance17Cisco Technical Support & Documentation Website17Submitting a Service Request18Definitions of Service Request Severity18Obtaining Additional Publications and Information19About This Document21Intended Audience21Conventions Used21Getting Started23Starting Desktop Administrator23Automated Updates24The Desktop Administrator Interface25Toolbars and Menu Bars25Navigation Tree Pane26Display Pane Navigation27User Privileges in Windows 2000 and Windows XP28Passwords29Agent Desktop User ID, Login Name, and Password30Supervisor Desktop User ID, Login Name, and Password30CAD Configuration Setup Utility31CAD-BE Servers34CallManager35CallManager SOAP AXL Access36CTI OS37CTI OS Security Setup38CTI Server (CallManager)39ICM Admin Workstation Database40ICM Admin Workstation Distributor41Recording and Statistics Service Database42Replication Setup43Restore Backup Data44Services Configuration45SNMP Configuration46Terminal Services47VoIP Monitor Service48Synchronizing Directory Services49Enterprise Configuration51Introduction51Enterprise Data52Fields53Layouts55Custom Layouts57VoIP Monitor58Desktop Monitoring59VoIP Monitor Service Monitoring60Devices Displayed in the VoIP Monitor Window60Mobile Agent Monitoring61Effect of Monitoring Options on Devices63Removing a VoIP Monitor or Recording & Playback Service from Directory Services64Work Flow Configuration67Introduction67Dial Strings69North American Dial String Format69Telephone Number Display69Outgoing Calls70Advanced Internal Dialing71Advanced External Dialing72Miscellaneous73Variable Length Dial String Format75Telephone Number Display75Phone Number Format76Miscellaneous77Phone Books78Creating Phone Books79Enabling or Disabling Phone Books81Reason Codes82Assigning Reason Codes84Enabling or Disabling Reason Codes85Wrap-up Data86Creating Wrap-up Data Descriptions87Assigning Wrap-up Data Descriptions89Enabling or Disabling Wrap-up Data90Automatic State Changes90Record/Monitor Notification91Work Flow Groups92Maintaining Work Flow Groups93Enterprise Data95Data95Call Activity95CAD, CAD-BE, and IP Phone Agent97CAD Agent97CAD-BE Agent97IP Phone Agent97User Interface98Toolbar98Adding and Removing Toolbar Buttons99Adding the Cisco Unified Outbound Dialer Toolbar99Associating Actions with Task Buttons99Changing a Task Button’s Hint100Customizing Button Icons100Show Data Fields101Configuring and Renaming Data Fields102Miscellaneous103Browser Setup104Enabling the Integrated Browser105Enabling Access to Other Websites105Configuring the Number of Browser Tabs105Setting Up the Home Page106Setting Up Work Sites106Remote Access107IPC Make Call Action108IPC High Priority Chat Action109IPC Record Action109IPC Agent Notification Action109Voice Contact Work Flows111Creating a Voice Contact Work Flow112Setting Up a New Voice Contact Classification113Setting Up a New Work Flow113Data Field Conditions115Wild Card Searches116Modifying a Voice Contact Work Flow117Deleting a Voice Contact Work Flow117Agent Management Work Flows118Creating an Agent Management Work Flow118Actions122Action Availability123Adding a New Action123Editing an Action124Deleting an Action124Importing and Exporting Actions125Agent Notification Action128Agent State Action129Automated Reason Codes for Agent State Changes130Call Control Action131HTTP Action132Reserved Characters136Example of an HTTP Request137IPC Action139Launch External Application Action141Run Macro Action143Macro Recording Tips143Allowed Macro Keystrokes146Recording Macros147Data Fields150Set Enterprise Data Action153Timer Action154Utility Action156High Priority Chat Messages156Cisco Unified Outbound Dialer158Outbound Dialer Actions159Outbound Dialer Toolbar160Outbound Dialer Enterprise Data161Unified CCE Configuration163Introduction163Alternate Agent Re-Skilling Websites164Agent Re-skilling Notes164Personnel Configuration167Introduction167Agents168Changing an Agent’s Work Flow Group169Supervisors171Changing a Supervisor’s Password171Teams173Supervisors173Agents173Skills174Tutorials177Introduction177Setting Up an ANI-Based Screen Pop178Using a Terminal Emulator Package182Setting Up a Task Button to Transfer to a Specified Number187Setting Up a Task Button for After-Call Work188Setting Up a Launch External Application Action197Using Wild Card Data Conditions198Glossary199Global Phone Book FAQ213Cisco Desktop Monitoring Console215Overview215Using the Monitoring Console216Index219Tamanho: 3 MBPáginas: 222Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco Agent Desktop User Guide6Introduction6Intended Audience6What’s New In This Release6Agent Desktop Feature Levels7Configuring Cisco IP Communicator8Automated Updates9Logging in Using Agent Desktop10Multi-line Phones10Logging in as a Local Agent10Logging in as a Mobile Agent12Login Notes14Access Through a VPN From Behind a NAT Firewall or Router15Logging Out16Method 1: Logging Out and Then Closing Agent Desktop (Recommended)16Method 2: Closing Agent Desktop Without First Logging Out16Agent Desktop Interface18Accessibility18Toolbar Buttons and Shortcut Keys19Team Message23Contact Appearance Pane23Contact Management Pane24Enterprise Data25Call Activity25Integrated Browser Pane26Status Bar27Desktop Preferences27Setting the Window Behavior and Window Options Mode27Accessibility Options29Dial Pad Window31Recent Call List32Phone Books32Employee Phone Book32Phone Book Filter34Name : Number Field34Dial Number as Entered Check Box35Handling Calls36Entering Phone Numbers36Answering a Call36Making a Call37Entering Touch Tones During a Call37Entering Touch Tones During a Consultative Call (Transfer or Conference)38Transferring a Call39Making a Conference Call39Supervisor Involvement41Call Involvement41Browser Involvement41Agent State Involvement41Agent States42Using Chat44High-Priority Chat Message Task Button47Using Recording48Cisco Unified Outbound Dialer49Unified Outbound Dialer Toolbar49Customer Callback52Agent Real Time Displays54Display Status54Agent ACD State Log Display55Agent Detail Display56Agent Call Log Display58Skills Statistics Display59Using the Integrated Browser61Browser Toolbar61Accessing Work Sites62Accessing Other Websites62Dialing Hyperlinked Phone Numbers63Supervisor Intervention63Reason Codes64Wrap-up Data66Service Autorecovery67Service Status Window67Loss of BIPPA Service68Non-Redundant Systems68Redundant Systems68Loss of CTI Service68Loss of LDAP Service69Loss of LRM Service69Loss of Other Services69Index71Tamanho: 1 MBPáginas: 72Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction6Intended Audience6What’s New In This Release6Agent Desktop Feature Levels7Configuring Cisco IP Communicator8Automated Updates9Logging in Using Agent Desktop10Logging in as a Local Agent10Logging in as a Mobile Agent12Login Notes14Access Through a VPN From Behind a NAT Firewall or Router14Logging Out16Agent Desktop Interface17Accessibility17Toolbar Buttons and Shortcut Keys18Team Message22Contact Appearance Pane22Contact Management Pane23Enterprise Data23Call Activity24Integrated Browser Pane25Status Bar25Desktop Preferences26Setting the Window Behavior Mode26Accessibility Options27Dial Pad Window30Recent Call List30Phone Books31Employee Phone Book31Name : Number Field33Dial Number as Entered Check Box33Handling Calls34Entering Phone Numbers34Answering a Call34Making a Call35Entering Touch Tones During a Call35Entering Touch Tones During a Consultative Call (Transfer or Conference)36Transferring a Call37Making a Conference Call37Supervisor Involvement39Call Involvement39Browser Involvement39Agent State Involvement39Agent States40Using Chat42High-Priority Chat Message Task Button45Using Recording46Cisco Unified Outbound Dialer47Unified Outbound Dialer Toolbar47Customer Callback50Agent Real Time Displays52Display Status52Agent ACD State Log Display53Agent Detail Display54Agent Call Log Display56Skills Statistics Display57Using the Integrated Browser59Browser Toolbar60Accessing Work Sites60Accessing Other Websites60Dialing Hyperlinked Phone Numbers61Supervisor Intervention61Reason Codes62Wrap-up Data63Service Autorecovery64Loss of BIPPA Service65Non-Redundant Systems65Redundant Systems65Loss of CTI Service65Loss of LDAP Service65Loss of Other Services65Index67Tamanho: 1 MBPáginas: 68Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco Agent Desktop User Guide6Introduction6Intended Audience6What’s New In This Release6Obtaining Documentation and Submitting a Service Request7Documentation Feedback7Agent Desktop Feature Levels8Configuring Cisco IP Communicator9Automated Updates10Logging in Using Agent Desktop11Multi-line Phones11Logging in as a Local Agent11Logging in as a Mobile Agent13Login Notes15Access Through a VPN From Behind a NAT Firewall or Router16VPN Tunneling16Logging Out18Method 1: Logging Out and Then Closing Agent Desktop (Recommended)18Method 2: Closing Agent Desktop Without First Logging Out18Agent Desktop Interface20Accessibility20Toolbar Buttons and Shortcut Keys21Team Message26Contact Appearance Pane26Single vs. Multi-Line Contact Displays26Contact Management Pane27Enterprise Data27Call Activity28Integrated Browser Pane29Status Bar29Desktop Preferences30Setting the Window Behavior and Window Options Mode30Accessibility Options32Dial Pad Window35Recent Call List36Phone Books36Employee Phone Book36Phone Book Filter38Name : Number Field38Dial Number as Entered Check Box39Handling Calls40Single-line vs. Multi-line Configurations40Entering Phone Numbers40Answering a Call41Making a Call41Entering Touch Tones During a Call42Entering Touch Tones During a Consultative Call (Transfer or Conference)42Transferring a Call43Making a Conference Call44Supervisor Involvement46Call Involvement46Browser Involvement46Agent State Involvement46Agent States47Using Chat49High-Priority Chat Message Task Button52Using Recording53Cisco Unified Outbound Dialer54Unified Outbound Dialer Toolbar54Customer Callback57Agent Real Time Displays59Display Status59Agent ACD State Log Display60Agent Detail Display61Agent Call Log Display63Skills Statistics Display64Using the Integrated Browser66Browser Toolbar67Accessing Work Sites67Accessing Other Websites67Dialing Hyperlinked Phone Numbers68Supervisor Intervention68Reason Codes69Wrap-up Data71Service Autorecovery72Service Status Window72Loss of BIPPA Service73Non-Redundant Systems73Redundant Systems73Loss of CTI Service73Loss of LDAP Service74Loss of LRM Service74Loss of Other Services74Index75Tamanho: 1 MBPáginas: 76Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoIntroduction6Intended Audience6What’s New In This Release6Agent Desktop Feature Levels7Configuring Cisco IP Communicator8Automated Updates9Logging in Using Agent Desktop10Logging in as a Local Agent10Logging in as a Mobile Agent12Login Notes14Access Through a VPN From Behind a NAT Firewall or Router14Logging Out16Agent Desktop Interface17Accessibility17Toolbar Buttons and Shortcut Keys18Team Message22Contact Appearance Pane22Contact Management Pane23Enterprise Data23Call Activity24Integrated Browser Pane25Status Bar25Desktop Preferences26Setting the Window Behavior Mode26Accessibility Options27Dial Pad Window30Recent Call List30Phone Books31Employee Phone Book31Name : Number Field33Dial Number as Entered Check Box33Handling Calls34Entering Phone Numbers34Answering a Call34Making a Call35Entering Touch Tones During a Call35Entering Touch Tones During a Consultative Call (Transfer or Conference)36Transferring a Call37Making a Conference Call37Supervisor Involvement39Call Involvement39Browser Involvement39Agent State Involvement39Agent States40Using Chat42High-Priority Chat Message Task Button45Using Recording46Cisco Unified Outbound Dialer47Unified Outbound Dialer Toolbar47Customer Callback50Agent Real Time Displays52Display Status52Agent ACD State Log Display53Agent Detail Display54Agent Call Log Display56Skills Statistics Display57Using the Integrated Browser58Browser Toolbar59Accessing Work Sites59Accessing Other Websites59Dialing Hyperlinked Phone Numbers60Supervisor Intervention60Reason Codes61Wrap-up Data63Service Autorecovery64Loss of BIPPA Service65Non-Redundant Systems65Redundant Systems65Loss of CTI Service65Loss of LDAP Service65Loss of Other Services65Index67Tamanho: 1 MBPáginas: 68Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco Agent Desktop-Browser Edition User Guide7Introduction7About This Document8Intended Audience8Conventions Used8CAD-BE Feature Levels9Cisco IP Communicator10Starting CAD-BE11Logging in as a Local Agent11Logging in as a Mobile Agent12Login Notes14Access Through a Virtual Private Network15Logging Out16CAD-BE Interface17Dashboard Pane17Dashboard Toolbar18Contact Appearance20Contact Management Pane21Enterprise Data21Call Activity21Integrated Browser Pane22Dial Pad Window24Handling Phone Calls25Entering Phone Numbers25Answering a Call25Making a Call25Entering Touch Tones During a Call26Transferring a Call27Making a Conference Call28Alternating Between Calls29Alternating Before Transferring a Call29Alternating Before Adding a Call to a Conference29Supervisor Involvement31Call Involvement31Agent State Involvement31Browser Involvement31Agent States32Using the Integrated Browser34Accessing Work Sites34Accessing Other Websites34Accessing Your Home Page34Supervisor Intervention34Reason Codes35Wrapup Data36Service Autorecovery37Loss of BIPPA Service37Non-Redundant Systems37Redundant Systems37Loss of CTI Service37Loss of LDAP Service37Loss of Other Services38Index39Tamanho: 600 KBPáginas: 40Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco Agent Desktop-Browser Edition User Guide7Introduction7About This Document8Intended Audience8Conventions Used8CAD-BE Feature Levels9Cisco IP Communicator10Starting CAD-BE11Logging in as a Local Agent11Logging in as a Mobile Agent12Login Notes14Access Through a Virtual Private Network15Logging Out16CAD-BE Interface17Dashboard Pane17Dashboard Toolbar18Contact Appearance20Contact Management Pane21Enterprise Data21Call Activity21Integrated Browser Pane22Dial Pad Window24Handling Phone Calls25Entering Phone Numbers25Answering a Call25Making a Call25Entering Touch Tones During a Call26Transferring a Call27Making a Conference Call28Alternating Between Calls29Alternating Before Transferring a Call29Alternating Before Adding a Call to a Conference29Supervisor Involvement31Call Involvement31Agent State Involvement31Browser Involvement31Agent States32Using the Integrated Browser34Accessing Work Sites34Accessing Other Websites34Accessing Your Home Page34Supervisor Intervention34Reason Codes35Wrapup Data36Service Auto-recovery37Loss of BIPPA Service37Non-Redundant Systems37Redundant Systems37Loss of CTI Service37Loss of LDAP Service37Loss of Other Services38Index39Tamanho: 600 KBPáginas: 40Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco Agent Desktop User Guide9Introduction9What’s New In This Release9About This Document10Intended Audience10Conventions Used10Agent Desktop Feature Levels11Cisco IP Communicator12Starting Agent Desktop13Logging in as a Local Agent13Logging in as a Mobile Agent14Login Notes16Access Through a Virtual Private Network17Logging Out18Automated Updates19Agent Desktop Interface20Accessibility20Interface Shortcut Keys21Dashboard Pane21Dashboard Toolbar22Team Message25Contact Appearance25Contact Management Pane26Enterprise Data26Call Activity27Integrated Browser Pane27Status Bar28Desktop Preferences29Setting the Window Behavior Mode29Accessibility Options30Dial Pad Window32Recent Call List32Phone Books33Employee Phone Book33Name: Number Field34Dial Number as Entered Check Box34Handling Phone Calls35Entering Phone Numbers35Answering a Call35Making a Call36Entering Touch Tones During a Call36Entering Touch Tones During a Consultative Call37Transferring a Call37Making a Conference Call38Alternating Between Calls39Alternating Before Transferring a Call39Alternating Before Adding a Call to a Conference39Supervisor Involvement41Call Involvement41Browser Involvement41Agent States42Using Chat44High-Priority Chat Message Task Button46Using Recording47Cisco Unified Outbound Dialer48Outbound Dialer Toolbar48Customer Callback51Agent Real-Time Displays53Display Status53Agent Call Log Display53Agent ACD State Log Display54Agent Detail Real-Time Display56Skills Statistics Real-Time Display57Using the Integrated Browser59Browser Toolbar59Accessing Work Sites60Accessing Other Websites60Dialing Hyperlinked Phone Numbers60Supervisor Intervention61Reason Codes62Wrapup Data63Service Autorecovery64Index65Tamanho: 1 MBPáginas: 66Language: EnglishAbrir o manual
Guia Da Instalaçãoíndice analíticoIntroduction9Overview9Related CAD Documentation10CAD 8.0 Feature Levels11Agent Desktop11CAD-BE12IP Phone Agent12Supervisor Desktop13Desktop Administrator13What’s New in This Version15CAD 8.0 Components16Desktop Applications16Desktop Administrator16Agent Desktop16CAD-BE16IP Phone Agent17Supervisor Desktop17Desktop Monitoring Console17Services17BIPPA Service18Chat Service18Directory Services18Enterprise Service18LDAP Monitor Service18LRM Service19Recording & Playback Service19Recording and Statistics Service19Sync Service19Tomcat Service19VoIP Monitor Service19Localization20Supported Languages20Installation in Localized Contact Centers21System Capacity22Requirements25System Configurations25Thin Client Environments25System Requirements26Operating Environment26Minimum Hardware and OS Requirements26Operating Environment Language Requirements28VPN and NAT Requirements28Using NAT With IP Phone Agent and CAD-BE28Third Party Software Requirements29Microsoft Internet Explorer29Mozilla Firefox30Microsoft SQL Server 2005 Standard or Enterprise Edition30OpenLDAP30CTI OS30Monitoring Requirements31Supported IP Phones32Caveats on Using a Cisco 7920 Wireless Phone32Before You Install CAD 8.033Overview33Setting Up Agents in Unified ICM34Setting Up Supervisors and Teams34Skills Statistics34Reason Codes35Preparing User Accounts and Permissions35Configuring Microsoft SQL Server 2005 for CAD 8.036Installing CAD 8.0 Applications39Overview39Installation Locations39Configuring CAD Client MSI Files40Overview40Client MSI Preparation Procedure for Base Releases40Client MSIs for Maintenance Releases and Engineering Specials42Using Automated Package Distribution Tools43Requirements43Execution43Per-Machine vs. Per-User Installation43Privileges43Automated Package Installation vs. Manual Installation44Multiple Software Releases44Reboots44Best Practices44Windows Installer Logging44Deployment45Installation and Uninstallation Deployment Packages45Recommended Deployment Preparation Model45Installing CAD Services46Installation Notes46Modifying the Peripheral Gateway Registry52CAD Configuration Setup Utility53Entering Configuration Data in Initial Mode55Configuring a Single or Primary Server in a Replicated System55Configuring a Secondary Server in a Replicated System56Entering Configuration Data in Update Mode59CAD Configuration Setup Steps61CAD-BE Servers61CTI OS63CTI OS Security Setup65CTI Server (Unified CM)67ICM Admin Workstation Database69ICM Admin Workstation Distributor71Recording and Statistics Database Configuration73Recording and Statistics Service Database75Replication77Restore Backup Data79Services Configuration81SNMP Configuration83Thin Client Environment85Unified CM SOAP AXL Access87Unified Communications Manager89VoIP Monitor Service91Desktop Monitoring Console93Licensing CAD 8.095Obtaining a License Account95Using Unified CCE License Administration95Recording Licenses97Installing Desktop Applications99Client Installation Failure99Error/Event and Debug Logs100Installing Desktop Administrator101Installing Agent Desktop and Supervisor Desktop102Installation Notes102Configuring CAD-BE103Internet Explorer Settings for CAD-BE103Firefox Settings for CAD-BE104Upgrading From a Previous Version107Overview107An Important Note about CAD 8.0(1a)108Upgrading from CAD 8.0(1) to CAD 8.0(1a)108Upgrading from CAD 6.x and Earlier to CAD 8.0(1a)108Upgrading from CAD 7.0 and 7.1 to CAD 8.0(1a)109Upgrading from CAD 7.2, 7.5, and 7.6 to CAD 8.0(1a)109Rolling Back CAD 8.0 to an Earlier Version110Changing Feature Levels in an Upgrade110Upgrade Notes111Removing Hot Fixes/Service Releases/Maintenance Releases in Manual Upgrades112Changes in the CAD Data Store113Backup and Restore (BARS)115Backup File Location115Backing Up CAD Data115Restoring CAD Data116BackupDB Utility117InstallRestoreDB Utility118CDBRTool Utility119BARS Notes121Shutting Down and Restarting Replication123Shutting Down and Restarting Replication in CAD 8.0, 7.5, and 7.2123Shutting Down Replication in CAD 7.1 and before124Reinstalling CAD Services in a High Availability System125Configuring IP Phones for IP Phone Agent126Creating an IP Phone Service126Assigning the IP Phone Service to IP Agent Phones127Configuring IP Phones for Use with a Localized BIPPA Service128Creating a Unified CM User129Changing the Default Authentication URL130Configuring a One-Button Login for IP Phone Agents131Configuring an IP Communicator Phone132Setting Up CTI OS Security133Steps to Perform on Each Element133CTI OS Server133Desktop Administrator PC133Agent Desktop Client PCs134Certificate PC134Signing Client CTI OS Security Certificates135Signing the Server CTI OS Security Certificate135Signing a Peer CTI OS Server Security Certificate136Repairing CAD137Removal139Removing CAD 8.0139Removing MRs, ESs, and ETs139CAD Data Stores141Introduction141Flat Files142Flat Files in a High Availability Configuration142Backup and Restore142SQL Server Database143SQL Server in a High Availability Configuration143Modifying the Database Size Limit143Upgrading From Earlier Versions of CAD144Switching Between Data Store Types145Switching From Flat Files to SQL Server Database145Using the Data Migration Tool145Switching from SQL Server Database to Flat Files146Tamanho: 2 MBPáginas: 146Language: EnglishAbrir o manual
Guia Da Instalaçãoíndice analíticoIntroduction11Overview11Related CAD Documentation11Obtaining Documentation and Submitting a Service Request12Documentation Feedback12CAD 8.5 Feature Levels13Agent Desktop13CAD-BE14IP Phone Agent14Supervisor Desktop15Desktop Administrator15What’s New in This Version17CAD 8.5 Components18Desktop Applications18Desktop Administrator18Agent Desktop18CAD-BE18IP Phone Agent19Supervisor Desktop19Desktop Monitoring Console19Services19BIPPA Service20Chat Service20Directory Services20Enterprise Service20LDAP Monitor Service20LRM Service21Recording & Playback Service21Recording and Statistics Service21Sync Service21Tomcat Service21VoIP Monitor Service21Localization22Supported Languages22Installation in Localized Contact Centers23System Capacity24Requirements27System Configurations27Thin Client Environments27System Requirements28Operating Environment28Minimum Hardware and OS Requirements28Operating Environment Language Requirements29VPN and NAT Requirements30Using NAT With IP Phone Agent and CAD-BE30Third Party Software Requirements31Microsoft Internet Explorer31Mozilla Firefox32Microsoft SQL Server 2005 Standard or Enterprise Edition32OpenLDAP32CTI OS32Monitoring Requirements32Supported IP Phones34Caveats on Using a Cisco 7920 Wireless Phone34Before You Install CAD 8.535Overview35Configuring Unified ICM36Supervisors and Teams36Enterprise Data and Call History36Skills Statistics36Reason Codes37Configuring Non-ACD Calls (Multiline) Settings38Call Display38Call Monitoring and Recording39Call Barge-in and Intercept39Selecting the Appropriate Data Store40Introduction40Flat Files40Flat Files in a High Availability Configuration41Backup and Restore41SQL Server Database41SQL Server in a High Availability Configuration41Modifying the Database Size Limit42Upgrading From Earlier Versions of CAD42Preparing User Accounts and Permissions43Configuring Microsoft SQL Server 2005 for CAD 8.544Installing and Configuring SQL Server 200544Upgrading from CAD 7.6 or Earlier47Installing CAD 8.549Installation Scenarios49Installing CAD 8.5 Using Flat Files (Basic Installation)50Installing CAD Base Services51CAD Configuration Setup Utility54Configuring a Primary Server in a Replicated System56CAD Configuration Setup Utility Nodes58Unified CM SOAP AXL Access58Unified Communications Manager60CTI Server (Unified CM)62CTI OS64ICM Admin Workstation Distributor65ICM Admin Workstation Database67Recording and Statistics Database Configuration69Recording and Statistics Service Database72Restore Backup Data74CAD-BE Servers75VoIP Monitor Service77Services Configuration78SNMP Configuration80Thin Client Environment82Replication83Configuring a Secondary Server in a Replicated System85Modifying Configuration Settings86Licensing CAD 8.588Obtaining a License Account88Using Unified CCE License Administration88Recording Licenses90Other Installation Scenarios91Installing CAD 8.5 Using SQL Server91Modifying the Peripheral Gateway Registry93CAD Desktop Client Applications95Configuring CAD Client MSI Files95Overview95Client MSI Preparation Procedure for Base Releases96Client MSIs for Maintenance Releases and Engineering Specials97Using Automated Package Distribution Tools99Requirements99Execution99Per-Machine vs. Per-User Installation99Privileges99Automated Package Installation vs. Manual Installation100Multiple Software Releases100Reboots100Best Practices100Windows Installer Logging100Deployment101Installation and Uninstallation Deployment Packages101Recommended Deployment Preparation Model101Installing Desktop Applications102Client Installation Failure102Error/Event and Debug Logs103Installing Cisco Desktop Administrator103Installing Agent Desktop and Supervisor Desktop103Installation Notes103Configuring CAD-BE104Internet Explorer Settings for CAD-BE104Firefox Settings for CAD-BE105Upgrading from a Previous Version of CAD107Overview107Upgrade Notes108Upgrading CAD Desktop Clients109Upgrading Replicated Systems109Installing a Maintenance Release or Patch110Engineering Test (ET)110Engineering Special (ES)110Maintenance Release (MR)110MR, ES, and ET Guidelines110Removing Patches111Upgrade Methods112Backup and Restore Upgrade Method Overview112Over the Top Upgrade Method Overview113Change in the CAD Data Store115Backup and Restore116Backup File Location116Backing Up CAD Data116Restoring CAD Data117BackupDB Utility118InstallRestoreDB Utility119CDBRTool Utility120Backup and Restore Notes122Rolling Back CAD 8.5 to an Earlier Version of CAD123Rollback Notes123Changing Feature Levels in an Upgrade124Additional Considerations125Switching Data Stores125Overview125Switching From Flat Files to SQL Server Database125Preparing for Switching Data Stores125Using the Data Migration Tool126Switching from SQL Server Database to Flat Files127Configuring IP Phones for IP Phone Agent128Creating an IP Phone Service128Assigning the IP Phone Service to IP Agent Phones129Configuring IP Phones for Use with a Localized BIPPA Service130Creating a Unified CM User131Changing the Default Authentication URL132Configuring a One-Button Login for IP Phone Agents133Configuring an IP Communicator Phone134Setting Up CTI OS Security135Steps to Perform on Each Element135CTI OS Server135Desktop Work Flow Administrator PC135Agent Desktop Client PCs136Certificate PC136Signing Client CTI OS Security Certificates137Signing the Server CTI OS Security Certificate137Signing a Peer CTI OS Server Security Certificate138CTI OS Security Setup138Desktop Monitoring Console139Repairing CAD141Shutting Down and Restarting Replication142Shutting Down Replication143CAD 7.2 and Newer143CAD 7.1 and Older144Restarting Replication144Reinstalling CAD Services in a High Availability System146Removal147Removing CAD 8.5147Removing MRs, ESs, and ETs147Tamanho: 2 MBPáginas: 148Language: EnglishAbrir o manual
Guia Da Instalaçãoíndice analíticoBefore You Install CAD 7.211Overview11Related CAD Documentation11Obtaining Documentation12Cisco.com12Product Documentation DVD12Ordering Documentation12Documentation Feedback13Cisco Product Security Overview13Reporting Security Problems in Cisco Products13Obtaining Technical Assistance14Cisco Technical Support & Documentation Website14Submitting a Service Request15Definitions of Service Request Severity16Obtaining Additional Publications and Information16CAD 7.2 Feature Levels18What’s New in This Version21CAD 7.2 Components22Desktop Applications22Cisco Desktop Administrator22Cisco Agent Desktop22Cisco Agent Desktop—Browser Edition22Cisco IP Phone Agent23Cisco Supervisor Desktop23Services23Browser and IP Phone Agent Service23Chat Service23Directory Services23Enterprise Service24CAD Services LDAP Monitor Service24Licensing and Resource Manager Service24Recording & Playback Service24Recording and Statistics Service24Sync Service24Voice over IP Monitor Service24Localization25Supported Languages25Installation in Localized Contact Centers25System Configurations27Citrix and Microsoft Terminal Services Environments27System Requirements28Operating Environment28Operating Environment Language Requirements30Third Party Software Requirements30Monitoring Requirements32Desktop Monitoring (CAD-based)32Required Device Settings for Desktop Monitoring32Qualifying NICs for Desktop Monitoring33Server Monitoring (CAD-based)34Unified CM-based Monitoring34Recording34Recording Functionality Overview35Mobile Agent Monitoring and Recording Requirements36Setting Up Agents in Unified ICM36Setting Up Supervisors and Teams36Skills Statistics36Reason Codes37System Capacity38Supported IP Phones39Caveats on Using a Cisco 7920 Wireless Phone39Registry Key Modifications40Installation41Overview41Installation Locations41Installing CAD Services42Cisco Agent Desktop Configuration Setup46Entering Configuration Data in Initial Mode47Configuring a Single Server or Primary Server in a Replicated System48Configuring a Secondary Server in a Replicated System49CAD Configuration Setup Windows50CAD-BE Servers50CallManager51CallManager SOAP AXL Access52CTI OS53CTI OS Security Setup54CTI Server (CallManager)55ICM Admin Workstation Database56ICM Admin Workstation Distributor57Recording and Statistics Service Database58Replication Setup59Restore Backup Data60Services Configuration61SNMP Configuration62Terminal Services63VoIP Monitor Service64Cisco Desktop Monitoring Console65Licensing CAD 7.267Obtaining a License Account67Using IPCC License Administration67Recording Licenses69Installing Desktop Applications70Client Installation Failure70Error/Event and Debug Logs71Using Automated Package Distribution Tools71Cisco Desktop Administrator71Cisco Agent Desktop and Cisco Supervisor Desktop72Installation Notes73Cisco Agent Desktop—Browser Edition73Internet Explorer Settings for CAD-BE74Pop-up Blocker74Internet Options74Firefox Settings for CAD-BE75Popup Blocker75Content Settings75Upgrading From a Previous Version76Previous Version Hot Fixes and Service Releases76Changing Feature Levels in an Upgrade77Upgrading from CAD 6.0 to CAD 7.278Upgrading from CAD 7.0 or 7.1 to CAD 7.279Upgrading CAD 7.2 to a Newer Version80Rolling Back CAD 7.2 to an Earlier Version of CAD81Upgrade Notes81Backup and Restore (BARS)83Backup File Location83Backing Up CAD Data83Restoring CAD Data84BackupDB Utility85InstallRestoreDB Utility86CDBRTool Utility86BARS Notes88Shutting Down and Restarting Replication89Shutting Down Replication (CAD 7.2)89Restarting Replication (CAD 7.2)90Shutting Down Replication (CAD 7.1 and before)91Configuring IP Phones for Cisco IP Phone Agent92Creating an IP Phone Service92Assigning the IP Phone Service to IP Agent Phones93Creating a Unified CM User94Configuring a One-Button Login for IP Phone Agents95URL Authentication Parameter95Changing the Default URL Authentication Parameter95Configuring a Cisco IP Communicator Phone96Setting Up CTI OS Security97Steps to Perform on Each Element97CTI OS Server97Cisco Desktop Administrator PC97Cisco Agent Desktop Client PCs98Certificate PC98Signing Client CTI OS Security Certificates99Signing the Server CTI OS Security Certificate99Signing a Peer CTI OS Server Security Certificate100Repairing CAD101Removal103Removing CAD 7.2103Using Multiple NICs with the VoIP Monitor Service105Overview105Limitations105Issues105Installing a Second NIC on a VoIP Monitor Service Computer106Tamanho: 2 MBPáginas: 106Language: EnglishAbrir o manual
Guia Da Instalaçãoíndice analíticoIntroduction9Overview9Related CAD Documentation10CAD 7.5 Feature Levels11Agent Desktop11CAD-BE12IP Phone Agent12Supervisor Desktop13Desktop Administrator14What’s New in This Version15CAD 7.5 Components16Desktop Applications16Desktop Administrator16Agent Desktop16CAD-BE16IP Phone Agent17Supervisor Desktop17Desktop Monitoring Console17Services17BIPPA Service18Chat Service18Directory Services18Enterprise Service18LDAP Monitor Service18LRM Service19Recording & Playback Service19Recording and Statistics Service19Sync Service19Tomcat Service19VoIP Monitor Service19Localization20Supported Languages20Installation in Localized Contact Centers21System Capacity22Requirements23System Configurations23Citrix and Microsoft Terminal Services Environments23System Requirements24Operating Environment24Operating Environment Language Requirements25VPN and NAT Requirements26Using NAT With IP Phone Agent26Third Party Software Requirements26Microsoft Internet Explorer26Java Runtime Environment (JRE)27Mozilla Firefox27Apache Tomcat27Microsoft SQL Server 2000 Desktop Engine28OpenLDAP28CTI OS28Monitoring Requirements28Supported IP Phones29Caveats on Using a Cisco 7920 Wireless Phone29IP Phones Supported with IP Phone Agent29Before You Install CAD 7.531Overview31Setting Up Agents in Unified ICM32Setting Up Supervisors and Teams32Skills Statistics32Reason Codes32Preparing User Accounts and Permissions33Installing CAD 7.5 Applications35Overview35Installation Locations35Using Automated Package Distribution Tools36Requirements36Execution36Per-Machine vs. Per-User Installation36Privileges36Automated Package Installation vs. Manual Installation37Multiple Software Releases37Reboots37Best Practices37Windows Installer Logging37Deployment38Installation and Uninstallation Deployment Packages38Recommended Deployment Preparation Model38Installing CAD Services39Modifying the Peripheral Gateway Registry44CAD Configuration Setup Utility45Entering Configuration Data in Initial Mode47Configuring a Single or Primary Server in a Replicated System47Configuring a Secondary Server in a Replicated System48Entering Configuration Data in Update Mode50CAD Configuration Setup Windows51CAD-BE Servers51Unified Communications Manager53Unified CM SOAP AXL Access55CTI OS56CTI OS Security Setup57CTI Server (Unified CM)58ICM Admin Workstation Database60ICM Admin Workstation Distributor62Recording and Statistics Service Database64Replication Setup65Restore Backup Data66Services Configuration67SNMP Configuration68Terminal Services69VoIP Monitor Service70Desktop Monitoring Console71Licensing CAD 7.573Obtaining a License Account73Using Unified CCE License Administration73Recording Licenses75Installing Desktop Applications76Client Installation Failure76Error/Event and Debug Logs77Using Automated Package Distribution Tools77Installing Desktop Administrator78Installing Agent Desktop and Supervisor Desktop79Installation Notes79Configuring CAD-BE80Internet Explorer Settings for CAD-BE80Firefox Settings for CAD-BE81Upgrading From a Previous Version83Previous Version Hot Fixes and Service Releases84Changing Feature Levels in an Upgrade84Upgrading from CAD 6.0(2) to CAD 7.585Upgrading from CAD 7.0 or higher to CAD 7.586Upgrading CAD 7.5 to a Newer Version88Rolling Back CAD 7.5 to an Earlier Version of CAD88Upgrade Notes89Backup and Restore (BARS)90Backup File Location90Backing Up CAD Data90Restoring CAD Data91BackupDB Utility91InstallRestoreDB Utility93CDBRTool Utility93BARS Notes95Shutting Down and Restarting Replication96Shutting Down Replication in CAD 7.5 and 7.297Restarting Replication in CAD 7.5 and 7.298Shutting Down Replication in CAD 7.1 and before99Configuring IP Phones for IP Phone Agent100Creating an IP Phone Service100Assigning the IP Phone Service to IP Agent Phones101Configuring IP Phones for Use with a Localized BIPPA Service102Creating a Unified CM User103Changing the Default Authentication URL104Configuring a One-Button Login for IP Phone Agents105Configuring an IP Communicator Phone106Setting Up CTI OS Security107Steps to Perform on Each Element107CTI OS Server107Desktop Administrator PC107Agent Desktop Client PCs108Certificate PC108Signing Client CTI OS Security Certificates109Signing the Server CTI OS Security Certificate109Signing a Peer CTI OS Server Security Certificate110Repairing CAD111Removal113Removing CAD 7.5113Tamanho: 1 MBPáginas: 114Language: EnglishAbrir o manual
Guia Da Instalaçãoíndice analíticoIntroduction9Overview9Related CAD Documentation10CAD 7.6 Feature Levels11Agent Desktop11CAD-BE12IP Phone Agent12Supervisor Desktop13Desktop Administrator14What’s New in This Version15CAD 7.6 Components16Desktop Applications16Desktop Administrator16Agent Desktop16CAD-BE16IP Phone Agent17Supervisor Desktop17Desktop Monitoring Console17Services17BIPPA Service18Chat Service18Directory Services18Enterprise Service18LDAP Monitor Service18LRM Service19Recording & Playback Service19Recording and Statistics Service19Sync Service19Tomcat Service19VoIP Monitor Service19Localization20Supported Languages20Installation in Localized Contact Centers21System Capacity22Requirements25System Configurations25Citrix and Microsoft Terminal Services Environments25System Requirements26Operating Environment26Operating Environment Language Requirements27VPN and NAT Requirements27Using NAT With IP Phone Agent27Third Party Software Requirements28Microsoft Internet Explorer28Java Runtime Environment (JRE)29Mozilla Firefox29Apache Tomcat29Microsoft SQL Server 2000 Desktop Engine29OpenLDAP29CTI OS29Monitoring Requirements29Supported IP Phones31Caveats on Using a Cisco 7920 Wireless Phone31IP Phones Supported with IP Phone Agent31Before You Install CAD 7.633Overview33Setting Up Agents in Unified ICM34Setting Up Supervisors and Teams34Skills Statistics34Reason Codes35Preparing User Accounts and Permissions36Installing CAD 7.6 Applications37Overview37Installation Locations37Configuring CAD Client MSI Files38Overview38Recommended Client MSI Preparation Procedure38Using Automated Package Distribution Tools41Requirements41Execution41Per-Machine vs. Per-User Installation41Privileges41Automated Package Installation vs. Manual Installation42Multiple Software Releases42Reboots42Best Practices42Windows Installer Logging42Deployment43Installation and Uninstallation Deployment Packages43Recommended Deployment Preparation Model43Installing CAD Services44Modifying the Peripheral Gateway Registry49CAD Configuration Setup Utility50Entering Configuration Data in Initial Mode52Configuring a Single or Primary Server in a Replicated System52Configuring a Secondary Server in a Replicated System53Entering Configuration Data in Update Mode55CAD Configuration Setup Windows56CAD-BE Servers56Unified Communications Manager58Unified CM SOAP AXL Access60CTI OS61CTI OS Security Setup62CTI Server (Unified CM)63ICM Admin Workstation Database65ICM Admin Workstation Distributor67Recording and Statistics Service Database69Replication Setup71Restore Backup Data72Terminal Services73VoIP Monitor Service74Services Configuration75SNMP Configuration76Desktop Monitoring Console77Licensing CAD 7.679Obtaining a License Account79Using Unified CCE License Administration79Recording Licenses81Installing Desktop Applications82Client Installation Failure82Error/Event and Debug Logs83Using Automated Package Distribution Tools83Installing Desktop Administrator84Installing Agent Desktop and Supervisor Desktop85Installation Notes85Configuring CAD-BE86Internet Explorer Settings for CAD-BE86Firefox Settings for CAD-BE87Upgrading to CAD 7.6(1) From a Previous Version89Overview89Upgrade Procedure89Applying Subsequent CAD 7.6 Maintenance Releases91Changing Feature Levels in an Upgrade91Rolling Back CAD 7.6 to an Earlier Version of CAD92Upgrade Notes92Upgrading the Operating System95Backup and Restore (BARS)96Backup File Location96Backing Up CAD Data96Restoring CAD Data97BackupDB Utility97InstallRestoreDB Utility99CDBRTool Utility99BARS Notes101Shutting Down and Restarting Replication102Shutting Down Replication in CAD 7.6, 7.5 and 7.2103Restarting Replication in CAD 7.6, 7.5 and 7.2104Shutting Down Replication in CAD 7.1 and before105Configuring IP Phones for IP Phone Agent106Creating an IP Phone Service106Assigning the IP Phone Service to IP Agent Phones107Configuring IP Phones for Use with a Localized BIPPA Service108Creating a Unified CM User109Changing the Default Authentication URL110Configuring a One-Button Login for IP Phone Agents111Configuring an IP Communicator Phone112Setting Up CTI OS Security113Steps to Perform on Each Element113CTI OS Server113Desktop Administrator PC113Agent Desktop Client PCs114Certificate PC114Signing Client CTI OS Security Certificates115Signing the Server CTI OS Security Certificate115Signing a Peer CTI OS Server Security Certificate116Repairing CAD117Removal119Removing CAD 7.6119Tamanho: 2 MBPáginas: 120Language: EnglishAbrir o manual
Guia Do Desenhoíndice analítico1.0 Introduction52.0 CAD in a Cisco Unified Contact Center Enterprise Environment53.0 CAD in a Cisco Unified Contact Center Express Environment64.0 CAD Enterprise Upgrade Paths7Tamanho: 100 KBPáginas: 8Language: EnglishAbrir o manual
Guia Da Instalaçãoíndice analíticoBefore You Install CAD 7.111Overview11Related CAD Documentation11Obtaining Documentation12Cisco.com12Product Documentation DVD12Ordering Documentation12Documentation Feedback13Cisco Product Security Overview13Reporting Security Problems in Cisco Products13Obtaining Technical Assistance14Cisco Technical Support & Documentation Website14Submitting a Service Request15Definitions of Service Request Severity16Obtaining Additional Publications and Information16CAD 7.1 Feature Levels18What’s New in This Version21CAD 7.1(1):21CAD 7.1(2):21CAD 7.1 Components22Desktop Applications22Cisco Desktop Administrator22Cisco Agent Desktop22Cisco Agent Desktop-Browser Edition22Cisco IP Phone Agent22Cisco Supervisor Desktop23Services23Browser & IP Phone Agent Service23Chat Service23Directory Services23Enterprise Service23LDAP Monitor Service24Licensing & Resource Manager Service24Recording & Playback Service24Recording & Statistics Service24Sync Service24Voice-Over IP Monitor Service24Localization25Supported Languages25Installation in Localized Contact Centers25System Configurations26Citrix and Microsoft Terminal Services Environments26System Requirements27Operating Environment27Operating Environment Language Requirements28Third Party Software Requirements29Desktop Monitoring Requirements30Required Device Settings for Desktop Monitoring30Qualifying NIC Cards for Desktop Monitoring31Server Monitoring Requirements31Recording Requirements32Recording Functionality Overview33Mobile Agent Monitoring and Recording Requirements33Setting Up Agents in ICM33Setting Up Supervisors and Teams33Skills Statistics34Reason Codes34System Capacity35Supported IP Phones36Caveats on Using a Cisco 7920 Wireless Phone36Registry Key Modifications37Installation39Overview39Installation Locations39Installing CAD Services40Cisco Agent Desktop Configuration Setup44Entering Configuration Data in Initial Mode45Configuration Setup Windows49CAD-BE Servers49CallManager50CallManager SOAP AXL Access51CTI OS52CTI OS Security Setup53CTI Server (CallManager)54Directory Services Replication55ICM Admin Workstation Database56ICM Admin Workstation Distributor57IP IVR58Recording and Statistics Service Database59Restore Backup Data60Services Configuration61Terminal Services62VoIP Monitor Service63Cisco Desktop Monitoring Console64Licensing CAD 7.165Obtaining a License Account65Using IPCC License Administration65Recording Licenses67Installing Desktop Applications68Client Installation Failure68Error/Event and Debug Logs69Using Automated Package Distribution Tools69Cisco Desktop Administrator69Cisco Agent Desktop and Cisco Supervisor Desktop70Installation Notes71Cisco Agent Desktop-Browser Edition71Internet Explorer Settings for CAD-BE72Pop-up Blocker72Internet Options72Firefox Settings for CAD-BE73Popup Blocker73Content Settings73Upgrading From a Previous Version75Previous Version Hot Fixes and Service Releases75Changing Feature Levels in an Upgrade76Upgrading from CAD 6.076Upgrading from CAD 7.077Upgrading CAD 7.1 to a Newer Version78Rolling Back CAD 7.1 to an Earlier CAD Version79Upgrade Notes79Backup and Restore (BARS)80Backup File Location80Backing Up CAD Data80Restoring CAD Data81BackupDB Utility82InstallRestoreDB Utility83CDBRTool Utility84BARS Notes85Configuring IP Phones for Cisco IP Phone Agent86Creating an IP Phone Service86Assigning the IP Phone Service to IP Agent Phones87Creating a CallManager User88URL Authentication Parameter89Changing the Default URL Authentication Parameter89Configuring a Cisco IP Communicator Phone90Setting Up CTI OS Security91Steps to Perform on Each Element91CTI OS Server91Cisco Desktop Administrator PC91Cisco Agent Desktop Client PCs92Certificate PC92Signing Client CTI OS Security Certificates93Signing the Server CTI OS Security Certificate93Signing a Peer CTI OS Server Security Certificate94Repairing CAD95Removal97Removing CAD 7.197Using Multiple NICs with the VoIP Monitor Service99Overview99Limitations99Issues100Installing a Second NIC on a VoIP Monitor Service Computer100Tamanho: 1 MBPáginas: 100Language: EnglishAbrir o manual
Guia Da Instalaçãoíndice analíticoBefore You Install CAD 7.011Overview11Obtaining Documentation11Cisco.com11Documentation CD-ROM12Ordering Documentation12Documentation Feedback12Obtaining Technical Assistance13Cisco TAC Website13Opening a TAC Case13TAC Case Priority Definitions13Obtaining Additional Publications and Information14CAD 7.0 Feature Levels16What’s New in This Version18General18Cisco Agent Desktop18Cisco Supervisor Desktop18Cisco Desktop Administrator19CAD 7.0 Components20Desktop Administrator20Agent Desktop20Supervisor Desktop21Services21Chat Service21Directory Services21Enterprise Service22IP Phone Agent Service22LDAP Monitor Service22Licensing & Resource Manager Service22Recording & Playback Service22Recording & Statistics Service22Sync Service22Voice-Over IP Monitor Service23System Configurations24Citrix and Microsoft Terminal Services Environments24System Requirements25System Environment25Data Configuration Environment25Operating Environment25Supported IP Phones27Caveats on Using a Cisco 7920 Wireless Phone27Software Environment28Desktop Monitoring Requirements28Desktop Monitoring and NIC Cards29Recording Requirements29Setting Up Agents in ICM30Setting Up Supervisors and Teams30Skills Statistics30System Capacity32Registry Key Modifications33Installation35Overview35Installing CAD Services36CAD Configuration Setup39Entering Configuration Data in Initial Mode39Configuration Setup Windows43CallManager Window43CTI Server (CallManager) Window44CTI Server (IP IVR) Window45IP IVR Window46CTI OS Window47CallManager SOAP AXL Access Window48Logger Database Window49ICM Admin Workstation Distributor Window50ICM Admin Workstation Database51Recording and Statistics Service Database Window52VoIP Monitor Service Window53Services Configuration Window54Directory Services Replication Window55Restore Backup Data Window56Cisco Desktop Monitoring Console57Licensing CAD 7.058Recording Licenses60Installing Desktop Applications61Using Automated Package Distribution Tools61Cisco Desktop Administrator61Cisco Agent Desktop and Cisco Supervisor Desktop62Upgrading From a Previous Version64Hot Fixes and Service Releases for Previous Versions64Upgrading from CAD 4.664Upgrading from CAD 6.065Upgrading CAD 7.0 to a Newer Version65Rolling Back CAD 7.0 to an Earlier CAD Version66Backup and Restore Utilities66BackupDB Utility66CDBRTool Utility67DABackupTool Utility68RecordingBackup (Bulk Export) Utility70Configuring Cisco CallManager IP Phones for Cisco IP Phone Agent71Configuration Procedure71Creating an IP Phone Service71Assigning the IP Phone Service to IP Agent Phones72Creating the CallManager IPPA Authentication User72Changing the Default URL Authentication Parameter73Configuring a Cisco IP Communicator Phone75Setting Up CTI OS Security76Steps to Perform on Each Element76CTI OS Server76Cisco Desktop Administrator PC76Cisco Agent Desktop Client PCs77Certificate PC77Signing Client CTI OS Security Certificates78Signing the Server CTI OS Security Certificate78Signing the Server CTI OS Security Certificate on a Peer CTI OS Server79Repairing CAD80Removal81Removing CAD 7.081Using Multiple NICs with the VoIP Monitor Service83Overview83Limitations83Issues84Installing a Second NIC on a VoIP Monitor Service Computer84Required Registry Changes84Second NIC is Present Before IPCC Enterprise/Hosted Installation85Second NIC is Installed After IPCC Enterprise/Hosted Installation85Testing Ethernet Cards for Silent Monitoring87Overview87Test Procedure88Preparing the Test Target88Preparing the Packet Generator Host90Executing the Test90Tamanho: 1 MBPáginas: 92Language: EnglishAbrir o manual
Guia De Resolução De Problemasíndice analíticoIntroduction7CAD Documentation7CAD 7.5 Applications8Version Information9Capacity and Performance Guidelines11Service Autorecovery11Fault Tolerance11Agent Desktop, Supervisor Desktop, and CAD-BE12CAD-BE12BIPPA Service13VoIP Monitor Service13Technical Package Information15Port Utilization15Registry Entries16Site Setup16BIPPA Service17Recording & Playback Service18Recording & Playback Service19Recording and Statistics Service20VoIP Monitor Client21VoIP Monitor Client (Optional)22Configuration Files, Logs, and Debugging23Introduction23Event, Error, and Chat Logs24CIsco Agent Desktop Chat Logs26Configuration Files27Configuring the Recording and Statistics Service28Debugging Logs29Turning on Debugging29Downloading the CadBE.properties File30Debugging Thresholds31Enabling Debugging for Java Applications31Enabling Debugging for non-Java Applications32Enabling Debugging for Desktop Monitoring Console32Troubleshooting35Services35Restarting Services35Service Names/Executables35Converting Recordings From *.raw to *.wav Format36Using the raw2wav Utility36Running raw2wav in a Batch File37ShowLicenseUsage Utility39Recovering the Directory Services Database41Corrupted Directory Services Database41Out of Sync Directory Services Databases42Diagnostic Procedures43Basic Checks43Active Service Check43For Nonredundant Systems43For Redundant Systems43Registry Check43Network Check43Memory Check44CPU Check45Blocked Ports Check45Agent Desktop Problems46Agent State Problems52CAD-BE Problems53CAD Service Problems63Chat Problems66Desktop Administrator Problems67Desktop Monitoring Console Problems68Desktop Presence Administrator Problems69Enterprise Data Problems75Enterprise Service Problems76Install and Upgrade Problems77IP Phone Agent Problems79LDAP Monitor Problems82Login and Logout Problems85Macro Problems89Phone Book Problems93Recording, Monitoring, and Playback Problems94Supervisor Desktop Problems101Tamanho: 800 KBPáginas: 106Language: EnglishAbrir o manual
Guia De Resolução De Problemasíndice analíticoIntroduction7CAD Documentation7CAD 7.6 Applications8Version Information9Capacity and Performance Guidelines11Service Autorecovery11Fault Tolerance11Agent Desktop, Supervisor Desktop, and CAD-BE12CAD-BE12BIPPA Service13VoIP Monitor Service13Technical Package Information15Port Utilization15Registry Entries16Site Setup16BIPPA Service17Recording & Playback Service18Recording & Playback Service19Recording and Statistics Service20VoIP Monitor Client21VoIP Monitor Client (Optional)22Configuration Files, Logs, and Debugging23Introduction23Event, Error, and Chat Logs24CIsco Agent Desktop Chat Logs26Configuration Files27Configuring the Recording and Statistics Service28Debugging Logs29Turning on Debugging29Downloading the CadBE.properties File30Debugging Thresholds31Enabling Debugging for Java Applications31Enabling Debugging for non-Java Applications32Enabling Debugging for Desktop Monitoring Console32Troubleshooting35Services35Restarting Services35Service Names/Executables35Converting Recordings From *.raw to *.wav Format36Using the raw2wav Utility36Running raw2wav in a Batch File37ShowLicenseUsage Utility39Recovering the Directory Services Database41Corrupted Directory Services Database41Out of Sync Directory Services Databases42Diagnostic Procedures44Basic Checks44Active Service Check44For Nonredundant Systems44For Redundant Systems44Registry Check44Network Check44Memory Check45CPU Check46Blocked Ports Check46Agent Desktop Problems47Agent State Problems53CAD-BE Problems54CAD Service Problems64Chat Problems67Desktop Administrator Problems68Desktop Monitoring Console Problems69Desktop Presence Administrator Problems70Enterprise Data Problems76Enterprise Service Problems77Install and Upgrade Problems78IP Phone Agent Problems80LDAP Monitor Problems83Login and Logout Problems86Macro Problems90Phone Book Problems94Recording, Monitoring, and Playback Problems95Supervisor Desktop Problems102Tamanho: 800 KBPáginas: 108Language: EnglishAbrir o manual
Guia Do Utilizadoríndice analíticoCisco Supervisor Desktop クイック スタート ガイド Cisco Unified Contact Center Enterprise Release 7.211 Supervisor Desktop ウィンドウ22 ツールバー23 共通タスク2プリファレンスの設定2チーム メッセージ(TM)の送信2チャット メッセージの送信2エージェントへの Web ページのプッシュ2統合ブラウザのホームページの設定2録音の再生2スーパーバイザ ワークフローの設定1Tamanho: 70 KBPáginas: 2Language: 日本語 (にほんご)Abrir o manual
Guia Do Utilizadoríndice analíticoCisco IP Phone Agent クイック スタート ガイド Cisco Unified Contact Center Enterprise Release 7.211 ログイン22 IP Phone Agent の画面23 共通タスク2エージェント状態の変更2理由コードの入力2整理データの入力2スキル統計情報の表示2発信者データの表示2コールの録音(拡張およびプレミアム バージョンのみ)2モニタまたは録音の通知14 ログアウト1Tamanho: 50 KBPáginas: 2Language: 日本語 (にほんご)Abrir o manual