Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(1)
Administrative and Supervisory Tasks
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Administrative and Supervisory Tasks

Contents

Administrative and Supervisory Tasks

This chapter, intended for administrators and supervisors (who may or may not have administrative permission), provides an overview of the Outbound Option administrative and supervisory tasks.

Reports

This section provides an overview of the Outbound Option reports available in the Cisco Unified Intelligence Center (CUIC).

Outbound Option Reports

This section describes the Outbound Option reports, created using the Unified Intelligence Center.


Note


All Outbound Option reports are voice-only reports and can be used in Unified CCE environments.

The Outbound Option reports are distributed in two report bundles: Realtime Outbound and Historical Outbound. The report bundles are available as downloads from Cisco.com (http:/​/​software.cisco.com/​download/​release.html?mdfid=282163829&softwareid=284697222&release=10.0.1&relind=AVAILABLE&rellifecycle=&reltype=latest.) Depending on how it was deployed, your installation of Unified Intelligence Center may include all or a subset of these reports.

For information on importing report bundles or custom reports, see the Cisco Unified Intelligence Center Report Customization Guide at http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​tsd_​products_​support_​series_​home.html.


Note


Call Type reporting can be used on Outbound Option reservation calls and transfer to IVR calls. Call Type reporting is not applicable for outbound customer calls because a routing script is not used.

Campaign reports

Outbound Option provides a campaign report template that describes the effectiveness of a campaign. This list can be used for Agent and IVR campaigns.

Observe the following guidelines when using the campaign reports:

  • Campaign Real Time reports describe how many records are left in the campaign dialing list.
  • Both Campaign and Dialer Half Hour reports provide the call result counts since the last Campaign Manager restart in the half hour that it restarts.
  • Dialer utilization fields in the Dialer Half Hour report are unaffected, although the Half Hour record might be missing if the Campaign Manager was inactive during the half-hour boundary. When the Dialer restarts, only the Dialer Utilization fields are affected; therefore, the Dialer Utilization only captures port status since the Dialer restarted during that half hour. Some records might be left in an active state for a short period of time after the Dialer or Campaign Manager restarts, but the Campaign Manager has a mechanism to reclaim those records.

Note


Campaign Real Time reports capture call results since the last Campaign Manager restart only. If the Campaign Manager restarts, data prior to the restart is lost.

The following list describes the data that is presented in the campaign reports.

  • A summary of call results for query rules within a campaign since the beginning of the day.
  • A summary of call results for a campaign since the beginning of the day. It includes a summary of all query rules within the campaign.
  • A view of what is configured for valid campaign calling times for zone1 and zone2 for selected campaigns. The times are relative to the customer’s time zone.
  • A view of what is configured for valid campaign calling times for zone1 and zone2 for selected campaign query rules. The zone times are relative to the customer’s time zone. The query rule start and stop times are relative to the Central Controller time.
  • How many records for selected query rules have been dialed to completion, and how many records remain.
  • How many records for selected campaigns have been dialed to completion, and how many records remain.
  • A summary of call results for selected campaign query rules for selected half-hour intervals.
  • A summary of call results for all query rules for selected campaigns for selected half-hour intervals.
  • A historical table by half-hour/daily report that shows the status (summary and percentage) of each campaign for the selected time period.
  • A historical table by breakdown of attempts (in percentage) of each campaign for the selected time period.
  • A historical table by half-hour/daily report that shows the status (summary and percentage) per query rule of each campaign for the selected time period.
  • A historical table by breakdown of attempts (in percentage) per query rule of each campaign for the selected time period.
  • A summary half-hour/daily report that shows activity and performance of the selected campaigns and their skill group for the selected time period, including abandon rate, hit rate, and agent idle times.
  • A historical table by breakdown of actual customer calls (outbound calls which reached live voice, inbound calls, or calls transferred to the campaign skill group) for the selected campaigns and their skill groups for the selected time period.

Skill Group Reports

For skill group reporting per campaign, Outbound Option provides reports that represent the skill group activity for a contact center.

The following list describes the data presented in the skill group reports:

  • A real-time table that shows all skill groups and their associated Outbound Option status.
  • A historical table by half-hour intervals that shows Outbound Option counts for agents signed on, handle, talk, and hold states.

Agent Reports

In addition to the reports contained in the Outbound Reports bundles, other Agent reports also provide information about Outbound activities:

Report Outbound Option Fields

Agent Queue Real Time

Agent Real Time

Agent Skill Group Real Time

Agent Team Real Time

The Direction field indicates he direction of the call that the agent is currently working on including Other Out/Outbound Direct Preview, Outbound Reserve, Outbound Preview, or Outbound Predictive/Progressive.

The Destination field indicates the type of outbound task on which the agent is currently working.

Agent Team State Counts

The Active Out field shows the number of agents currently working on outbound tasks.

Agent State Real Time Graph

For agents handling Outbound Option calls, the Hold state indicates that the agent has been reserved for a call because the Outbound Dialer puts the agent on hold while connecting the call.

To interpret agent data for Outbound Option tasks, you need to understand how Outbound Option reserves agents, reports calls that are connected to agents, and handles calls dropped by customers before the calls are connected.

Outbound Option is automatically enabled at setup. It provides automatic outbound dialing capability.

The Outbound Option Dialer, which places outbound calls to customers and connects these calls with agents, assigns and connects calls differently than regular Unified CCE routing. Report data for agents handling Outbound Option calls therefore differs from data for agents handling typical voice calls and multichannel tasks.

When the Outbound Dialer initiates a call to a customer, it reserves the agent assigned to handle the call by placing a reservation call to the agent and changing the agent's state to Hold. This reservation call is reported as a Direct In call to the agent.

For typical voice calls, the agent is placed into Reserved state when Unified CCE software reserves the agent to handle a call; the agent's state is reported as Reserved. For Outbound Option calls, reports show the agent in Hold state when reserved for a call and the time that agent spends reserved is reported as Hold Time.

When the customer answers the call, the Outbound Option Dialer transfers the call to an agent. The call is now reported as a Transfer In call to the agent. When the customer call is transferred to the agent, the reservation call is dropped by the dialer and classified as Abandon on Hold.

The abandoned call wait time, set in the Campaign Configuration screen, determines how calls are reported if the caller hangs up. Calls are counted in the Customer Abandon field in both Real Time and Historical campaign query templates only if the customer hangs up before the abandoned call wait time is reached.

For agent reporting per campaign, Outbound Option provides reports that accurately represent the outbound agent activity for a contact center, including information grouped by skill group.

The following list describes the data presented in the agent reports.

  • A real-time table that shows Outbound Option agent activity related to Outbound Option calls.
  • A historical table that shows agent daily performance for Outbound Option predictive calls, by skill group.
  • A historical table that shows agent daily performance for Outbound Option preview calls, by skill group.
  • A historical table that shows agent daily performance for Outbound Option reservation calls, by skill group.

Import Rule Reports

Outbound Option reports also enable you to view the success of record importation. Using the Import Rule templates, you can monitor whether records are being added successfully (good records) or are failing (bad records). Also, you can monitor how long it takes to import the records so that you can plan for future record importation.

The same import rule reports are used for Do Not Call and Contact List imports. The reports display a historical view of when imports were done, the number of records imported, and the number of records that were considered invalid because of length constraints or improper formatting.

For contact list imports, the reports also provide insight into the number of contacts that were assigned with the default time zone information for the campaign, as well as the number of contacts that were actually imported into the dialing list after the query rule and format validation was performed.

The following information is available in the Import Rule reports:

  • Number of successful, unsuccessful, and total records imported by time range
  • Current import status
  • A real-time table that shows the number of successful, unsuccessful, and total records imported or to be imported.
  • A historical table that shows the number of successful, unsuccessful, and total records imported by time range. The Total Records column indicates the total number of records available in the import file.

Dialer Reports

The Outbound Option Dialer reports provide information about the dialer. These reports include information about performance and resource usage. The templates also enable you to determine whether you need more dialer ports to support more outbound calls.

The following list describes the data presented in the Outbound Option Dialer reports:

  • A real-time table that shows contact, busy, voice, answering machine, and SIT detection for each dialer. A special information tone (SIT) consists of three rising tones indicating a call has failed.
  • An historical table by half-hour intervals that shows contact, busy, voice, answering machine, and SIT Tone detection for each dialer.
  • Displays information about the amount of time the dialer was idle or had all ports busy.
  • Displays Dialer status on a port-by-port basis used for troubleshooting. If this report does not display any records, then the data feed is disabled by default. It would be enabled only for troubleshooting purposes.

Agent Management

In addition to reviewing the following sections, note that the following table lists agent tasks and their documentation references.

Task

Where Discussed/Notes

Adding Agents

Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted

Dedicating Agent to Outbound Activity Only

Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted; assign the agent only to campaign skill groups

Re-skilling Agents

Agent Re-skilling Tool Online Help

Agent Addition

You assign agents to skill groups to map them to campaigns and to skill the agents for multiple active campaigns.


Note


An agent can be assigned to multiple campaigns.

Dedicate an Agent to Only Perform Outbound Activity

To perform this activity, associate the agent only with campaign skill groups.

Agent Re-skilling

The agent re-skilling feature allows supervisors to sign-in and change the skill groups for agents they manage. Access this feature using the Unified CCE Agent Re-skilling Tool. This tool is an optional, browser-based application designed for use by call-center supervisors. It lets you change the skill group designations of agents on your team and quickly view skill group members and details about individual agents. Changes you make to an agent’s skill group membership take place immediately without the need for the agent to exit and re-enter the system.


Note


If your company decides to install this tool, you can perform the functions listed above. The Agent Re-skilling Tool is an optional tool, so this tool might not be available on your system.

See the Agent Re-skilling Tool online help for information about using the agent re-skilling feature.

See the Administration Guide for Cisco Unified Contact Center Enterprise & Hosted for detailed instructions on how to re-skill agents.

Imports

This section provides procedures for creating an import rule file, creating a Do Not Call list, and adding attributes for a contact list.

Import Procedure

Before you run an import, you must first create an import rule file that contains the data to be imported. This import rule can have a maximum of 10240 characters per row, and can be in one of two formats:

  • Comma-delimited format - Each column data is separated by a comma.
  • Fixed format - Each column data is separated by spaces.

Then, to run the import, specify information about that import in the Import Rule component:

  • On the General tab, specify attributes such as the Import Type (contact list or Do Not Call list), the directory path of the import file, and the format of the import file.
  • On the Definition tab, specify the import file fields that are to appear as columns in the import list. You can specify these fields only if you are creating a contact list. the Do Not Call list import type has fixed fields.
  • On the Schedule tab, specify the time that you want the import to start and how often you want the import to run.

When the import runs, the data is read and the import file is renamed so that it is not re-imported. This allows you to read and review the import file (if necessary) to troubleshoot problems.

Create Do Not Call List

When creating a Do_Not_Call list file, format it correctly using the following instructions.

Procedure
    Step 1   Using a text editor, create a text file that contains all the do-not-call phone numbers.
    Step 2   Enter a phone number and an extension (if applicable) for each Do Not Call entry on a new line.
    Step 3   Observe the following characteristics for each Do Not Call entry:
    1. Each phone number can be a maximum of 20 characters long.
    2. Each extension can be a maximum of eight characters long.
    3. Phone numbers with associated extensions must be separated with a comma between the phone number and the extension.
    4. The Do Not Call table can support up to 60 million entries, but note that the information is stored in memory in the Campaign Manager process.
    5. Each Do Not Call entry uses 16 bytes of memory, so 60 million entries would require approximately one gigabyte of memory (960 million bytes) on the Logger Side A platform.
    Step 4   Save the text file to the local server.

    The following is an example of a Do_Not_Call list:

    2225554444

    2225556666

    2225559999

    2225552000,4321

    To add a customer to this list, import a Do Not Call list.

    Do Not Call import files are read by the Campaign Manager. Dialing List entries are marked as Do Not Call entries only when the Campaign Manager fetches the Dialing List entry and only when there is an exact, digit-for-digit match. This allows Do Not Call imports to happen while a Campaign is running without rebuilding the Dialing List.


    Note


    If the Dialing List includes a base number plus extension, this entry must match a Do Not Call entry for that same base number and same extension. The dialer will not dial the extension.

    When the Campaign Manager starts it automatically imports from the DoNotCall.restore file that is stored in the <drive>\icm\<instance>\la\bin directory. When reading Do Not Call import files, the Campaign Manager appends the data to the DoNotCall.restore file. This restore file allows recovery of Do Not Call records after the Campaign Manager stops unexpectedly or for planned maintenance, such as a Service Release installation.

    The restore file can grow to approximately 1 GB if 60 million DNC records are imported, each having ten-digit numbers plus five-digit extensions. Sufficient disk space must be available on LoggerA to store the DoNotCall.restore file.


    Note


    To clear the Do Not Call list, import a blank file with the Overwrite table option enabled.

    Add Attributes to a Contact List

    To add additional attributes to the import, perform the following steps.

    Procedure
      Step 1   In ICM Configuration Manager, double-click the Outbound Option Import Rule component.
      Step 2   Enter the attributes in the fields on the Import Rule Definition tab page.
      Step 3   Add custom attributes using the custom selections.

      These custom attributes are only useful for filtering out customer contacts into different dialing lists based on your business needs; for example, you could define a custom entry called "Amount Owed" and add the customer contacts that owe more into a different dialing list that can be dialed at a higher priority.

      Note    These custom attributes are not forwarded to the agent desktop.
      Step 4   Click Save.

      Campaign Management

      To manage your campaigns most efficiently, use multiple query rules instead of using multiple campaigns.

      Single Campaign Versus Multiple Campaigns

      You might choose to run multiple campaigns because of different calling policies (for example, time rules) or to run different outbound modes simultaneously.

      From the perspective of dialer port allocation, running fewer campaigns with a larger agent pool is more efficient. Dialer ports are allocated based on the number of agents assigned and the current number of lines per agent to dial. The more campaigns you have that are active, the more the ports are distributed across the campaigns, which affects overall efficiency.

      Use query rules to break down a campaign into smaller requirements. These rules can be enabled based on penetration or scheduled times. Campaign reports are available on a query rule level.


      Note


      In multiple campaigns, the skill groups of agents handling the calls must be the same as those of a single campaign.

      Results from Individual Customers

      After running a campaign, you can generate a list of customers who were reached, not reached, or have invalid phone numbers. The following are options for how to receive this information from the Outbound Option solution.

      Interpret Information from Dialer_Detail Table

      The Dialer_Detail table is a single table that contains the customer call results for all campaigns. When you view the Dialer_Detail table, note that each attempted Outbound Option call is recorded as an entry in the table. Each entry lists the number called and which numbers are invalid.

      Related Information

      Dialing List

      The Dialing List is a good source of information, but it has several drawbacks when compared to the Dialer_Detail table. The Dialing List is only in the Campaign Manager’s private database on the Logger Side A, so excessive activity on that table will have a negative performance impact on the real-time processes running on that platform, particularly the Campaign Manager. This can lead to interruptions in dialing and long idle times for agents, so avoid querying this table while campaigns are in progress.

      Another drawback to using the Dialing List is that there is a different dialing list table for every campaign query rule, so you must look in multiple locations as opposed to looking in the one Dialer_Detail table.

      Management of Predictive Campaigns

      The following sections provide guidelines to follow when working with predictive campaigns.

      Initial Values for Lines per Agent

      Determining the initial value for the number of lines per agent is not as simple as inverting the hit rate. If a campaign has a 20% hit rate, you cannot assume that five lines per agent is the applicable initial value for the campaign if you are targeting a 3% abandon rate. The opportunity for abandoned calls increases geometrically as the lines per agent increases; therefore, set the initial value conservatively in the campaign configuration.

      If the reports show that the abandon rate is below target and does not come back in line very quickly, modify the initial value in the campaign configuration to immediately correct the lines per agent being dialed.

      End-of-Day Calculation for Abandon Rate

      It is not unusual for a campaign to be over the abandon rate target for any given 30 minute period. The dialer examines the end-of-day rate when managing the abandon rate. If the overall abandon rate is over target for the day, the system targets a lower abandon rate for remaining calls until the average abandon rate falls into line. This end-of-day calculation cannot work until after the campaign has been running for one hour. Small sample sizes due to short campaigns or campaigns with fewer agents might not give the dialer enough time to recover from an initial value that is too high.

      Similarly, if the campaign is significantly under the target abandon rate, it might begin dialing more frequently with an abandon rate over target for a while to compensate in the abandon rate.

      Transfer of Answering Machine Detection Calls to Agents

      When enabling the Transfer AMD (Answering Machine Detection) to agent option for an agent campaign or enabling the Transfer AMD to IVR option for an IVR campaign, consider the increase in calls to the target resources (agents or IVR) when determining the initial value. If the expectation is that the AMD rate and the live voice rate are over 50%, perhaps start out with an initial value of 1.1 or even one line per agent to stay under a 3% abandon rate.

      Parameter Tuning

      The Voice Calls Per Adjustment and Gain parameters are settings in the Advanced Users configuration tab used to control the way the predictive dialing behaves. Do not modify the default values unless you understand the parameters and the possible risks incurred when changing the pacing.

      • The Voice Calls Per Adjustment parameter is a count of the number of live voice connections that are required to trigger a correction. (The default value is 70 voice calls.) If the abandon rate exceeds the target by a significant margin, the dialer can make corrections before collecting 70 calls.
      • The Gain parameter controls the size of the Lines per agent corrections.

      Setting the Voice Calls Per Adjustment parameter to a smaller setting leads to larger fluctuations in the measured Abandon Rate because the sample size is less significant. This results in less change in the Lines per agent value over time.


      Caution


      Be careful when modifying both parameters (Gain and Voice Calls Per Adjustment) at the same time. For example, increasing the Gain while decreasing the Voice Calls Per Adjustment results in larger changes in the "Lines per agent correction rate," which might overcorrect changes in measured values.

      Decreasing the Gain while increasing the Voice Calls Per Adjustment can similarly cause too slow of a change to underlying changes in the hit-and-abandon-rates. A campaign that is reaching more than 20 live voice customers every minute (600 per half hour) might benefit from reducing the Gain, but a lower Gain becomes less effective as the number of agents in the campaign dwindles or the hit rate changes rapidly.


      Limitations of Smaller Agent Groups

      The dialer runs for each dialer skill group, so if you have 20 agents in a campaign skill group on two dialers, then on average each dialer is allocated 10 agents. Below 20 agents, the dialer’s ability to stay near the abandon rate target degrades. With small sample sizes, the measured abandon rate has larger fluctuations, making adjustments based on abandon rate measurements difficult. Parameters have been set to adjust to most situations when 70 live connects are made per dialer skill group within approximately 10 minutes or less, allowing six corrections per hour. 70 live connects would roughly occur with 10 active agents per dialer skill group and an Average Handle Time (AHT) equal to 50 seconds. As the call rate decreases below this number, the performance degrades.

      In addition, in a small agent group where the Lines Per Agent being dialed are low, it may take longer to get a live connect. While most agents are connected within the Average Handle Time, statistical fluctuations may mean occasional long waits for a live connect.

      For smaller agent groups that are held to a small abandon rate limitation, consider running that campaign on a single dialer using one of the options described in Single Dialer Options (SCCP Dialer Only). Otherwise, explore running the campaign in a Progressive mode with a conservative lines per agent value.

      Management of Agent Idle Time

      One of the key reporting metrics for administrators managing campaigns is the amount of time agents spend idle between calls.

      There are many possible reasons for longer idle times, such as a combination of one or more of the following:

      • A dialing list with a low hit rate. The solution is to create a better list.
      • A small agent pool results in fewer calls, resulting in slower adjustments. One solution is to add more agents to the pool.
      • Shorter average handle times means agents become available more frequently. A shorter handle time means that the agent idle time percentage will climb.
      • Not enough dialer ports deployed or too many agents. Deploy more ports or use fewer agents.
      • A large number of retry attempts at the beginning of a day when running with append imports resulting in lower hit rates. Prioritize pending over retries.
      • Modifying the maximum number of attempts up or down in an active campaign. This activity can interrupt the Campaign Manager’s processing of dialer requests for records, as mentioned earlier in this chapter. One solution is to perform the activity during off hours.
      • Running out of records to dial. Import new records.

      Sources of Higher Idle Times in Reports

      The following Outbound Option reports provide information regarding sources of higher idle times:

      • Campaign Consolidated Reports: These reports provide a very useful overview of a campaign by combining campaign and agent skill group statistics into a single report. They provide average idle time, campaign hit rate, the number of agents working on the campaign, as well as their Average Handle Time per call. Low hit rates and low average handle times result in more work for the dialer to keep those agents busy.
      • Dialer Capacity Reports: These reports show how busy the dialers are and how much time was spent at full capacity when the dialer was out of ports. They also provide the average reservation call time as well as the average time each dialer port spent contacting customers.

      Dialer Saturation

      If both Dialers have relatively low idle times and high all ports busy times, then it is likely the Dialers have been oversubscribed. The combination of number of agents, Dialing List hit rate, and average handle time are likely more than the deployed number of ports the Dialer can handle.

      To solve this problem, perform one of the following actions:

      • Reduce the number of agents working on the campaign.
      • Move a campaign to a skill group on another agent PG.
      • Add more Dialer ports to the solution, possibly on another agent PG.

      Few Available Records

      Call Summary Count reports show how many records in the aggregate campaign dialing lists have been closed and how many are still available to dial.

      Retry Records in Append Campaigns

      Running campaigns with an append import and maximum number of attempts greater than one can result in a large number of retries at the beginning of the next day. As a general rule, retries usually have a lower hit rate than pending records. Longer idle times for agents might result until the first group of retries are called because retry records normally have priority over pending records by default. The number of records increase as you increase the retry time.

      There are a few ways to manage this situation:

      • Shorten the retry times to reduce the number of retries that are scheduled at the end of the day.
      • Change the Campaign Manager priority scheme so all numbers and records are tried once before any retries are attempted. Set the PendingOverRetryEnabled registry key to 1 in the Campaign Manager.

        Note


        See Registry Settings, for detailed information about the PendingOverRetryEnabled registry setting.
      • Modify the campaign import to use the Overwrite option instead of the Append option and import new records daily.

      SIP Dialer Voice Gateway Over-capacity Errors

      Your network monitoring tool might receive an alarm from the SIP dialer about being over capacity. You can ignore the alarm unless it becomes an ongoing issue. This section describes the source of the alarm and remedial actions.

      If the Voice Gateway in a SIP dialer implementation is over dialed or over capacity, the SIP Dialer receives one of the following messages: .

      • SIP 503 messages if the SIP Dialer is deployed with Voice Gateway only
      • SIP 502 messages if the SIP Dialer is deployed with SIP Proxy

      The SIP dialer raises an alarm when the percentage of SIP 502 or SIP 503 messages reaches 1% of all messages.

      If the percentage of SIP 502 or SIP 503 messages reaches 2% of all messages, the SIP dialer performs an automatic throttle down. This throttle down means that the SIP dialer decreases the configured value of Port Throttle (the calls-per-second rate at which the dialer dials outbound calls, set on the Dialer General tab in ICM Configuration Manager) by approximately 10%.

      If one throttle down does not correct the problem, the SIP dialer performs additional throttle downs until either the problem is corrected or the value of Port Throttle is throttled down to 50% of the originally configured value.

      For each automatic throttle down, alarm and trace messages clearly provide detailed information about the adjusted port throttle value, the configured port throttle value, and time duration.

      If Voice Gateway capacity becomes an ongoing issue, use one of the following measures to attempt to remedy the problem:

      • Check the Voice Gateway configuration. If there are errors, fix them and reset Port Throttle to its original value.
      • Check the sizing information. Adjust the value of Port Throttle according to the documented guidelines.

      Update the North American Numbering Plan Data

      The Regional Prefix Update Tool (RPUT) is used to update the Unified CCE ICM database to the latest North American Local Exchange NPA NXX Database (NALENND).

      • If Unified CCE ICM is using the North American Numbering Plan.
      • On an Administration & Data Server that includes Real-time Data Server as part of its role.

      The RPUT is composed of the following two files (installed in the ICM\bin directory on the data server):

      • region_prefix_data.txt (or the <DatafileName>) Contains the data this tool uses to update the region prefix table in the Unified CCE ICM database. Note that you should change paths to the ICM\bin directory.
      • regionfix.exe This executable reads the region_prefix_data.txt data file and updates the region prefix table.

      The RPUT is run from the command line as described in the following procedure.

      Procedure
        Step 1   Open a command prompt (Select Start > Run, and enter cmd, then click OK).
        Step 2   Change the path to ICM\bin.
        Step 3   Enter the following at the prompt: regionfix.exe <DatafileName> (where <DatafileName> is the name of the data file).
        Note    If the <DatafileName> is left blank, the RPUT uses the region_prefix_data.txt file as the input data file.

        The Regional Prefix Update Tool then shows the version of the input data file and asks if you want to proceed. If you proceed, the tool connects to the Unified CCE ICM database. The number of records that are to be updated, deleted, and inserted appear. These records are put into two different files:

        • region_prefix_update.txt (which includes deleted entries)
        • region_prefix_new.txt
        Step 4   Check the contents of the two files before proceeding.
        Step 5   Answer Yes to proceed with the update.

        When the update is complete, the tool displays the following message:

        Your region prefix table has been successfully updated.