Configuration Guide for Cisco Unified Intelligent Contact Management/Contact Center Enterprise & Hosted Release 9.0(1)
Index
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Contents

A - B - C - D - E - F - I - L - M - N - O - P - Q - R - S - T - U - V - W -

Index

A

abandoned calls
high number 1
wait time 1
accessing
Bulk Configuration tools 1
Configuring Manager 1
database records 1
VRUs in ICM scripts 1
adding
announcement configuration information 1
service member 1
Advanced tab
field descriptions 1
for selected peripheral, field descriptions 1
agent data
enabling/disabling agent data at a peripheral and define an agent distribution 1
importing 1
agent distributions, listing and viewing 1
Agent Explorer tab, field descriptions 1
agents
about 1
assigning to default skill group 1 2
assigning to skill group 1
configuring 1
creating 1
temporary 1
announcements
adding configuration information 1
configuration information 1
application gateways
configuring connection and setting the default connection parameters for integrated applications 1
configuring for integrated applications 1
application instances
about 1
configuring, how to 1
installing for integrated applications 1
application object filters, disabling for integrated applications 1
Application Wizard
about 1
using 1
applying
range of values to a range of fields in a column 1
security settings 1
security settings to multiple records 1
single value to a range of edit-control fields 1
single value to a range of selection-box fields 1
assigning
agent as supervisor 1
agents to a skill group 1
users to a feature control set 1

B

bucket intervals
configuring 1
configuring call type intervals 1
Bulk Configuration tools
accessing 1
creating or updating records in the database tables 1
using 1

C

call types
about 1
default labels 1
determining 1
determining labels 1
determining routes 1
determining trunk groups and DNIS 1
executing routing scripts 1
non-voice 1
voice 1
call wait time, abandoned 1
calls, routing process 1
changed symbol 1
changing passwords 1
checking
integrity of your configuration data 1
record references 1
CMS Server
application connections 1
how to configure connections for integrated applications 1
ConfigLimit tool, using 1
configuration data
checking integrity 1
file, agent 1
file, Skill Group Member 1
importing from the peripheral 1
saving to the database 1
validating 1
configuration information, storing 1
Configuration Manager
about 1
accessing 1
Bulk Configuration tools, about 1
Explorer tools, about 1
List tools, about 1
miscellaneous tools, about 1
tools summary 1
using Explorer tools to add records 1
using the tools 1
wizards, about 1
configuration records, deleting 1
configuring
agent targeting rules 1
application gateway connection and set the default connection parameters for integrated applications 1
application gateway for integrated applications 1
application instance for integrated applications 1
bucket intervals 1
bulk data 1
CMS Server connections for integrated applications 1
Expanded Call Context (ECC) variables for CTI Server 1
feature control set 1
IPCC PG for integrated applications 1
media routing domain for integrated applications 1
MR-PGs for integrated applications 1
multiple records at a time 1
Network Interface Controller (NIC) 1
Network VRU 1
network VRUs and VRU scripts 1
peripheral gateway 1
peripherals 1
routes 1
routes and routing targets 1
service arrays 1
Service Level for a Peripheral 1
Service Level for Aspect VRU 1
Service Level for Media Routing Domain 1
Service Level for Skill Group 1
Service Levels for specific call types 1
services using the Service Explorer 1
skill targets 1
System Information Service Level for call types 1
timeouts and thresholds 1
trunk groups 1
Unified CCE System Peripheral Gateways 1
VRU scripts 1
creating
agent 1
enterprise service and assign specific services 1
enterprise skill group 1
feature control set 1
label 1
records in the database tables 1
translation route 1
CTI Servers, installing, how to 1

D

data
editing range 1
enterprise 1
exporting 1
file format, importing/exporting 1
finding 1
importing 1
selecting 1
database records, accessing 1
default skill groups, assigning agent 1 2
defining
communications path from CMS Server to application 1
dialed number/script selectors 1
Expanded Call Context (ECC) variables 1
multiple trunks 1
network trunk group 1
Network VRU label 1
NIC 1
peripheral targets 1
peripherals 1
PG 1
route 1 2 3
routing client 1
service and/or its associated records 1
skill group and/or its associated records 1
user variable 1
deleting
dialed number/script selectors 1
network trunk group 1
NIC 1
PG or a peripheral 1
records 1 2 3
deletion
dependencies 1
immediate 1
logical 1
types 1
determining
call types 1
labels 1
routes 1
trunk groups and DNIS 1
Dialed Number Label tab, viewing mapping of labels to selected dialed number/script selectors 1
Dialed Number Mapping tab, viewing call types mapped to selected dialed number/script selectors 1
Dialed Number/Script Selector List tab
descriptions 1
viewing dialed number/script selectors 1
dialed number/script selectors
configuring 1
viewing, defining, deleting, modifying 1
disabling
agent data at a peripheral and define an agent distribution 1
application object filter for integrated applications 1

E

editing
existing records 1
network trunk group 1
records 1
enabling agent data at a peripheral and defining an agent distribution 1
enterprise services, creating and assigning specific services 1
enterprise skill groups, creating 1
executing scripts 1
expanded call context
defining variable 1
setting Enabled option 1
Expanded Call Context (ECC) variables
configuring for CTI Server 1
with Collaboration 1
Explorer tools, using 1
exporting data 1

F

feature control
node control table 1
restricting users or classes of users 1
script node control 1
feature control set
assigning users 1
configuring 1
creating 1
selecting script nodes 1
features
bulk configuration 1
common bulk, list, and explorer tool 1
network IVRs/VRUs 1
finding data 1

I

importing
agent data 1
data 1
inserting new records 1
installing
application instances for integrated applications 1
CTI Server for integrated applications 1
IPCC PGs for integrated applications 1
Intelligent Call Processing subsystems 1
IPCC PGs
configuring for integrated applications 1
installing for integrated applications 1

L

Label tab 1
field descriptions 1 2
labels
creating 1
default 1
defining 1
internal mappings 1
mapping 1
mapping specific labels to a dialed number/script selector 1
setting default label for a dialed number/script selector 1
special Sprint 1
types 1
late thresholds 1
limit, skill groups 1
List tools, using 1
Logical Controller tab field descriptions 1
logical interface controller 1
Logical Interface Controller tab, configuring NIC and routing client(s), field descriptions 1

M

mapping
skill groups to services 1
specific labels to a dialed number/script selector 1
media routing domains
configuring for integrated applications 1
creating a default route 1
miscellaneous tools, using 1
modifying
agent record 1
dialed number/script selectors 1
NIC or its routing client(s) 1
PG or peripheral 1
route 1 2
service 1
skill group 1
MR-PGs
configuring for integrated applications 1
setting up for integrated applications 1

N

network interface controllers, about 1
Network Trunk Group tab descriptions 1
network trunk groups
defining 1
deleting 1
editing 1
viewing 1
Network VRU Banks tab 1
Network VRU Explorer
Network Applications Manager 1
Network VRU Label Tree 1
Network VRU Explorer tool 1
Network VRU Label Tree
Add 1
Add Label 1
Add Network VRU 1
Delete 1
Hide/Show legend 1
ID status box 1
Security 1
Tree list box 1
Undelete 1
Network VRU Script List tool
about 1
Attributes tab 1
Network VRU Script List box 1
Security tab 1
Network VRU tab 1
Network VRUs
configuring 1 2
defining a label 1
labels 1
script configuration 1
script data descriptions 1
setting default Network VRU and range of correlation numbers 1
NICs
defining 1
deleting 1
modifying 1
viewing 1
not changed symbol 1

O

object control, prohibiting access to configuration data 1
online help, Configuration Manager 1

P

passwords, changing 1
peripheral gateways
about 1
configuring 1
configuring agent targeting rules 1
deleting a PG 1
viewing records 1
Peripheral tab, field descriptions 1
Peripheral Target tab, field descriptions 1 2
peripheral targets, defining 1
peripheral terminology
ACD routing table 1
agent 1
application 1
peripheral targets 1
service 1
skill group 1
trunk 1
trunk group 1
vector directory number 1
peripherals
Advanced tab field descriptions 1
calls to skill targets 1
configuring agent targeting rules 1
Default Route tab field descriptions 1
defining 1
defining PGs 1
deleting 1
gateways, about 1
modifying records 1
overview 1
Peripheral Monitor tab field descriptions 1
Peripheral tab field descriptions 1
processing 1
subsystem 1
Person List tool tab, field descriptions 1
Person List tool, storing person records 1
PG Explorer tool, tab descriptions 1
PGs
configuring agent targeting rules 1
defining 1
deleting 1
Physical Interface Controller tab, viewing selected NIC's physical interface controller properties, field descriptions 1
private network peripherals, routing clients 1
public network interexchange carriers, routing clients 1

Q

queuing calls at VRUs 1

R

receiving routing responses 1
record references, checking 1
Record State 1
records
administering deleted 1
applying security settings to multiple 1
configuring multiple 1
deleting 1 2
deleting and undeleting 1
finding data 1
inserting new 1
modifying a PG and peripheral 1
Peripheral Monitor 1
retrieving and editing existing 1
selecting 1
selecting one field in multiple 1
sorting 1
sorting by multiple columns 1
viewing deleted 1
viewing or modifying agent 1
viewing PG 1
removing service member 1
reporting
call type configuration 1
retrieving
data from the database 1
existing records 1
records 1
route requests, how system software processes 1
Route tab
field descriptions 1 2
routes
configuration overview 1
defining and updating 1
defining or modifying 1 2
determining 1
how to select multiple skill groups and routes for different media by agent expression for integrated applications 1
how to select multiple skill groups and routes for different media by agent for integrated applications 1
translation 1
routing
creating a default route for each Media Routing Domain 1
how it works 1
process 1
process steps 1
requests, about 1
targets, Unified ICM 1
Routing Client tab, viewing selected routing client properties 1
routing clients
CRSP 1
defining 1
examples 1
processing 1
receiving routing responses 1
Routing Client tab field descriptions 1
Sprint 1
subsystem 1
viewing a NIC 1
working with trunk groups 1
routing requests
about 1
Caller-Entered Digits (CED) 1
Calling Line ID (CLID) 1
Dialed Number (DN) 1
Post-Routing 1
Pre-Routing 1
route and target subsystem 1

S

saving configuration data to the database 1
scripts
administrative 1
executing 1
managing 1
routing 1
security settings, applying to multiple records 1
selecting
data from the database 1
multiple skill groups and routes for different media by agent expression for integrated applications 1
multiple skill groups and routes for different media by agent for integrated applications 1
one field in multiple records 1
records 1
script nodes for a feature control set 1
service arrays
about 1
configuring 1
Service Explorer tool, viewing and configuring a service 1
service levels
about 1
configuring 1
threshold 1
types 1
Service Members tab, field descriptions 1
Service tab, field descriptions 1
services
about 1 2
defining 1
enterprise 1
modifying 1
viewing 1
setting
default label for a dialed number/script selector 1
default Network VRU and range of correlation numbers 1
expanded call context Enabled option 1
expanded call context variable 1
setting up MR-PGs for integrated applications 1
Skill Group Explorer tool, viewing and configuring skill groups 1
Skill Group Mask tab
field descriptions 1
viewing default number of sub-skill groups 1
Skill Group Members tab
assigning agent to default skill group 1
field descriptions 1
Skill Group Membership tab
assigning agent to default skill group 1
field descriptions 1
Skill Group tab, field descriptions 1
Skill Group table 1
skill groups
about 1
assigning agent to default 1 2
defining 1
enterprise 1
how to select multiple skill groups and routes for different media by agent expression for integrated applications 1
how to select multiple skill groups and routes for different media by agent for integrated applications 1
mapping to services 1
modifying 1
viewing 1
skill groups, limit 1
skill targets
configuring 1
subsystem 1
sorting records by multiple columns 1
Sub Skill Groups tab, field descriptions 1
Supervisor tab, field descriptions 1
symbols
changed 1
not changed 1
record status 1
to be deleted 1
to be inserted 1
system software overview 1

T

tabs
Advanced tab field descriptions 1
Agent Distribution tab field descriptions 1
Default Route tab field descriptions 1
Label tab field descriptions 1
Logical Controller tab field descriptions 1
Logical Interface Controller field descriptions 1
Network Trunk Group tab descriptions 1
Network VRU Banks tab field descriptions 1
Network VRU Script List tool Attributes tab field descriptions 1
Network VRU Script List tool Security tab 1
Network VRU tab field descriptions 1
Peripheral Monitor tab field descriptions 1
Peripheral tab field descriptions 1
Physical Interface Controller field descriptions 1
Routing Client field descriptions 1
Routing Client tab field descriptions 1
Service Explorer tab field descriptions 1
Skill Group Explorer tab field descriptions 1
Skill Group Mask 1
Trunk Group tab descriptions 1
targets
about 1
network 1
peripheral target 1
skill target 1
tasks
how to access the Bulk Configuration tools 1
how to add announcement configuration information 1
how to apply a range of values to a range of fields in a column 1
how to apply a single value to a range of edit-control fields 1
how to apply a single value to a range of selection-box fields 1
how to assign agents to a skill group 1
how to assign users to a feature control set 1
how to change your password 1
how to check record references 1
how to check the integrity of your configuration data 1
how to configure a Network VRU 1
how to configure agent targeting rules 1
how to configure an application gateway 1
how to configure an application gateway connection and set the default connection parameters 1
how to configure bucket intervals 1
how to configure CMS Server connections 1
how to configure service arrays 1
how to configure the application instance for integrated applications 1
how to configure the IPCC PG 1
how to configure the media routing domain 1
how to configure the MR-PG 1
how to configure VRU scripts 1
how to create a feature control set 1
how to create a label 1
how to create a translation route 1
how to create an agent 1
how to create enterprise service and assign specific services 1
how to create enterprise skill group 1
how to define a network trunk group 1
how to define a Network VRU label 1
how to define a NIC 1
how to define a peripheral 1
how to define a PG 1
how to define a routing client 1
how to define a service and/or its associated records 1
how to define a skill group and/or its associated recordds 1
how to define a user variable 1
how to define and update a route 1
how to define multiple trunks 1
how to define or modify a route 1 2
how to define peripheral targets 1
how to define the expanded call context variable 1
how to delete a network trunk group 1
how to delete a NIC 1
how to delete a PG or a peripheral 1
how to delete a record 1 2
how to delete records 1
how to disable an application object filter 1
how to edit a network trunk group 1
how to enable/disable agent data at a peripheral and define an agent distribution 1
how to export data 1
how to find data 1
how to import agent data 1
how to import data 1
how to insert new records 1
how to install CTI Server for integrated applications 1
how to install the application instance 1
how to install the IPCC PG 1
how to map skill groups to services 1
how to map specific labels to a dialed number/script selector 1
how to modify a NIC or its routing client(s) 1
how to modify a PG and peripheral records 1
how to modify a service 1
how to modify a skill group 1
how to retrieve and edit existing records 1
how to select multiple skill groups and routes for different media by agent 1
how to select multiple skill groups and routes for different media by agent expression 1
how to select one field in multiple records 1
how to select records 1
how to select script nodes for a feature control set 1
how to set a default label for a dialed number/script selector 1
how to set the default Network VRU and range of correlation numbers 1
how to set the expanded call context Enabled option 1
how to set up the MR-PG 1
how to sort records by multiple columns 1
how to undelete records 1
how to use the Application Wizard 1
how to view a network trunk group 1
how to view a NIC and its routing client(s) 1
how to view a service 1
how to view a skill group 1
how to view deleted records 1
how to view or apply security settings 1
how to view or modify agent record 1
how to view, define, delete, or modify dialed number/script selectors 1
thresholds
about 1
late 1
timeout 1
Timeout limit 1
Timeout threshold 1
timeouts
about 1
limit 1
threshold 1
to be deleted symbol 1
to be inserted symbol 1
tools
Bulk Configuration 1
ConfigLimit 1
Explorer 1
List 1
miscellaneous 1
wizards 1
tracking agent states 1
Translation Route Wizard, about 1
translation routes
about 1
creating 1
Trunk Group tab, descriptions 1
trunks, defining multiple 1
types of deletions
immediate deletion 1
logical deletion 1

U

undeleting records 1
Unified CCE System Peripheral Gateways, configuring 1
Unified CCE, overview 1
Unified ICM
overview 1
routing targets 1
updating
records in the database tables 1
route 1
user variables
about 1 2
defining 1
using
Application Wizard 1
Bulk Configuration tools 1
Configuration Manager 1 2
Explorer tools 1
List tools 1
miscellaneous tools 1
wizards 1

V

variables
Expanded Call Context (ECC) 1
user 1 2
viewing
agent distributions 1
agent record 1
deleted records 1
dialed number/script selectors 1
network trunk group 1
NIC and its routing client(s) 1
PG records 1
security settings 1
selected NIC's physical interface controller properties 1
selected routing client properties 1
service 1
skill group 1
VRU configuration tools, about 1
VRU Currency List tool 1
Attributes tab 1
VRU Currency List box 1
VRU Defaults List tool
about 1
Attributes tab 1
VRU Currency List box 1
VRU Locale 1
VRU Locale List tool
about 1
Attributes tab 1
VRU Locales List box 1
VRU port maps, data description 1
VRU scripts, configuring 1

W

windows, Insert and Edit 1
wizards, using 1