Cisco Cisco IP Contact Center Release 4.6.1 技术参考
Index-1
93
Index
A
ACD IN/OUT, 70
ACD number, 39
ACM Agent ID, 70
ACM agent states, 70
ACM ECS type, 39
ACM Skill Group Extension, 63
ACM Skill Group Number, 63
ACW [IN/OUT], 70
Agent
ACD number, 39
ACM Agent ID, 70
ACM agent states, 70
ACM ECS type, 39
ACM Skill Group Extension, 63
ACM Skill Group Number, 63
ACW [IN/OUT], 70
Agent
configuration, 70
login events, 37
mapping, 70
skill pairs, 38
state derivation, 70
login events, 37
mapping, 70
skill pairs, 38
state derivation, 70
Agent Peripheral Number, 70
Agent Skill Group Half Hour, 67
Agent states, 70
ASAI Station configuration, 37
AUX [IN/OUT], 70
Avail, 71
Available, 71
Available Hold Off Delay, 69
Agent Skill Group Half Hour, 67
Agent states, 70
ASAI Station configuration, 37
AUX [IN/OUT], 70
Avail, 71
Available, 71
Available Hold Off Delay, 69
B
Busy Hour Call Rate (BHCR), 34
Ethernet ASAI, 15
C
Call Control Variable Map field, 47, 77
Call ID, 76
Call Management System (CMS), 13
Call ID, 76
Call Management System (CMS), 13
configuring high availability, 42
minimum refresh rate, 38
reports
minimum refresh rate, 38
reports
multiple, 38
Call Priority, 76, 80
Call treatment, 62
Call types, 87
Called Number, 76
Caller-Entered Digits (CED), 76
Calling Line ID (CLID), 76
Calling Number, 76, 78
CallPriorityLevel, 78
CED, 78
CMS. See Call Management System.
CMS-less installation, 14
CMS-less PG, 73
CMS-less requirements, 15
Configuration maintenance, 73
Creating Station Records, 26
CTI Client, 48
Call treatment, 62
Call types, 87
Called Number, 76
Caller-Entered Digits (CED), 76
Calling Line ID (CLID), 76
Calling Number, 76, 78
CallPriorityLevel, 78
CED, 78
CMS. See Call Management System.
CMS-less installation, 14
CMS-less PG, 73
CMS-less requirements, 15
Configuration maintenance, 73
Creating Station Records, 26
CTI Client, 48
D
DACD, 35, 70
DACW, 70
Default login skill level, 49
Default work-mode, 48
Defining Hunt Group for Agents, 25
Dialed Number Identification Service
DACW, 70
Default login skill level, 49
Default work-mode, 48
Defining Hunt Group for Agents, 25
Dialed Number Identification Service
(DNIS), 76
Digit collection, 76, 80
Digit Collection/Dial Ahead, 80
DNIS, 78
Digit Collection/Dial Ahead, 80
DNIS, 78
E
Enterprise CTI interface, 39
Establishing ASAI/CTI link, 22
Event Minimization, 15, 37, 39
Expert Agent Selection, 13
Establishing ASAI/CTI link, 22
Event Minimization, 15, 37, 39
Expert Agent Selection, 13
H
Hardware requirements, 15
Hunt group, 54
Hunt Group Extension, 54
Hunt group, 54
Hunt Group Extension, 54
I
ICM
Peripheral Service Level, 62
Skill Group Extension, 63
Skill Group Peripheral Number, 63
Skill Group Extension, 63
Skill Group Peripheral Number, 63
ICM agent states, 70
ICM feature support, 17
II-digits, 76, 78
Inbound ACD calls, 20
Interflow type, 76
InterflowType, 78
Internal Target, 54
ICM feature support, 17
II-digits, 76, 78
Inbound ACD calls, 20
Interflow type, 76
InterflowType, 78
Internal Target, 54
L
Label syntax, 81
Logged_Off, 71
Logged_On, 71
Logged_Off, 71
Logged_On, 71
M
Measured field, 65
Media Blender, 86, 87
Monitored splits, 20
Media Blender, 86, 87
Monitored splits, 20