Contents

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

Index

A

abandon rates, end-of-day calculations 1
admin scripts 1
Agent
log in flexibility 1
Agent Desk Settings
configuring 1
Agent guidelines
using the CTI OS Agent Desktop (Mobile Agent) 1
Agent profiles
CTI OS Server 1
Agent tasks (CTI Desktop)
enabling ring tone 1
logging in 1
verifying login 1
agents
managing idle time 1
reporting templates 1
Agtskg06 report 1
Agtskg10 report 1
Agtskg11 report 1
Agtskg12 report 1

C

Call delivery mode
configuring 1
Call delivery modes
nailed connection 1
call type
defined 1
CallManager
configuring CTI Port Pools 1
campaigns
end-of-day calculations for abandon rate 1
initial values for lines per agent 1
limitations of smaller agent groups 1
managing predictive 1
reporting templates 1
running effective 1
running single versus multiple 1
transferring AMD calls to agents 1
tuning the parameters 1
Camqry01 report 1
Camqry02 report 1
Camqry03 report 1
Camqry04 report 1
Camqry05 report 1
Camqry06 report 1
Camqry10 report 1
Camqry11 report 1
Camqry12 report 1
Camqry13 report 1
Camqry14 report 1
Camqry15 report 1
Camqry16 report 1
Camqry17 report 1
Camqry18 report 1
Camqry19 report 1
Camqry20 report 1
Camqry21 report 1
Camqry22 report 1
Camqry23 report 1
changing
max attempts 1
Codecs
important considerations 1
conference requirements 1
Configuration tasks 1
configuring
auto answer on agent phones 1
Dialer component 1
port map 1
queue to agent node 1
system options 1
Configuring
Agent Desk Settings 1
CTI Port Pools 1
Mobile Agent on CTI OS 1
Connect tone 1
enabling 1
Connect Tone
features 1
connection modes
nailed connection 1
courtesy callback
set up defaults 1
Courtesy Callback
configuration topics 1
descriptions of sample scripts 1
files provided 1
Location of example scripts and audio files 1
overview 1
useage scenerio 1
creating
call type 1
campaign 1
Do Not Call list 1
import rule 1
query rule 1
CTI controls, installing 1
CTI Object Server (CTI OS)
agent profiles 1
configuring Mobile Agent 1
IdleTimeout key 1
RejectIfAlreadyLoggedIn key 1
CTI OS Agent Desktop
using with Mobile Agent 1
CTI OS Server
Agent profiles 1
Installation 1
Mobile Agent connect tone 1
CTI Port
configuring 1
requirements 1
CTI Port Pools
Music on Hold (MoH) 1
CTI Server
Properties 1
CTI Toolkit Outbound Desktop (Win32), installing 1

D

deploying
Realtime Database 1
Dialer
component status bar, checking 1
installation instructions 1
saturation 1
Dialer_Detail table
getting results for individual customers 1
dialing modes
direct preview 1
Predictive 1
Preview 1
Progressive 1
understanding 1
Direct Preview mode
enabling 1
Do Not Call list
creating 1

E

ECC variables
enabling 1

F

Failover
important considerations 1

G

getting results for individual customers 1

I

ICMDBA utility 1
Import Rule
reporting templates 1
Important considerations
codecs 1
failover 1
performance 1
silent monitoring 1
imports
running 1
Imprule01 report 1
Imprule10 report 1
Installation
CTI OS Server 1
installing
Cisco CTI controls 1
CTI Toolkit Outbound Desktop (Win32) 1
Dialer component 1

L

local agent, defined 1
Logout non-activity time
configuring 1

M

managing
agent idle time 1
effective campaigns 1
max attempts, changing 1
Mobile Agent
conference requirements 1
configuration tasks 1
CTI Ports requirements 1
enable connect tone 1
limitations 1
overview 1
phone requirements 1
reporting 1
unsupported features 1
Music on Hold (MoH)
CTI Port configuration 1

N

nailed connection
Mobile Agent connect tone 1
Nailed connection
call flow 1
North American Local Exchange NPA NXX (NALENND) 1
North American Numbering Plan Data 1
See North American Local Exchange NPA NXX Database 1

O

outbound dialing modes 1
Outbound Option
private database, creating 1
reports 1
scripting 1
Outbound Option Dialer
adding a component 1
installation instructions 1
Outbound Option:activity reports 1
Outbound Option:agent skill groups 1
Outbound Option:blended mode 1
Outbound Option:call analysis (CPA) 1
Outbound Option:callbacks 1
Outbound Option:campaign management 1
Outbound Option:campaigns 1
Outbound Option:dedicated mode 1
Outbound Option:features 1
Outbound Option:query rules 1
Outbound Option:sequential dialing 1

P

Performance
important considerations 1
Perskg11 report 1
Perskg12 report 1
phone requirements 1
port throttle
SIP dialer 1
Post Call Survey
configure CVP Call Server 1
configure ICM 1
overview 1
predictive algorithm
managing 1
tuning the parameters 1
Predictive dialing mode 1
Preview dialing mode 1
Progressive dialing mode 1

R

Remote Agent
defined 1
reporting
agent 1
Campaign 1
Dialer saturation 1
half-hour 1
Import Rule 1
managing agent idle time 1
real-time 1
running out of available records 1
skill group 1
sources of higher idle times 1
understanding 1
Reporting
Mobile Agent 1
reservation scripts 1
RONA time
configuring 1
running
effective campaigns 1
imports 1
out of available records 1

S

script selector configuration
on IPCC installation 1
scripting
Outbound Option 1
Outbound Option admin scripts 1
Outbound Option reservation scripts 1
Silent Monitoring
important considerations 1
SIP dialer
throttle down 1
voice gateway 1
skill groups
reporting temmplates 1

T

tasks
configuring auto answer on agent phones 1
configuring Dialer component 1
configuring personal callbacks 1
configuring port map 1
configuring queue to agent node 1
creating call type 1
creating campaign 1
creating import rule 1
creating query rule 1
creating the Outbound Option private database 1
enabling ECC variables 1
installing CTI controls 1
installing CTI Toolkit Outbound Desktop 1
installing the Dialer component 1
software installation and database creation 1
system options 1
Unified CM configuration 1
verifying DN/script selector configuration 1
templates
agent activity 1
campaign consolidated detailed records status by half-hour/daily for selected time period 1
campaign consolidated records status by half-hour/daily for selected time period 1
campaign dialing times 1
campaign query rules by half-hour 1
campaign records breakdown of attempts for selected time period 1
campaign records breakdown per query rule of attempts for selected time period 1
campaign records status 1
campaign records status by half-hour 1
campaign records status by half-hour/daily for selected time period 1
campaign records status per query rule by half-hour/daily for selected time period 1
current status of all campaign records 1
Outbound Option counts 1
predictive calls by skill group 1
preview calls by skill group 1
query rule dialing times 1
query rules within a campaign 1
real-time table of query rules within a campaign 1
records imported 1
records imported by time range 1
reservation calls by skill group 1
skill groups and associated Outbound Option status 1
throttle down (SIP dialer) 1
transferring
AMD calls to agents 1
trunk group settings
configuring 1

U

Using
CTI OS Agent Desktop (Mobile Agent) 1

V

values, initial for lines per agent 1
verifying
campaign configuration 1
DN/script selector configuration 1
DN/Script Selector configuration 1