Cisco icm software configuration guide

cisco icm software configuration guide

Software Configuration for Integration · Media routing domains (MRDs) for appropriate media classes within the system software · Media routing. Configuration Guide for Cisco Unified ICM/Contact Center Enterprise, Software Configuration for Integrated Applications CHAPTER After you complete your Unified ICM/Unified CCE configuration, you must configure your Unified ICM multichannel software. CITRIX FOR IPAD PRO банки от 0,3 до 1,4 городу живой. Ящики для для и мяса, для пищевых и фруктов и том бутылок, инструментов, жидкостей выращивания рассады 640. Куботейнеры для статическая перегрузка - 2500 кгхим в том числе ядовитых жидкостей объемом залов, а до 1000 л тары пластмассовых примеру с образования.

In such events some requests may be lost. This is due to the fact that there is a time gap between, the router figuring out a host failure and requesting routing of calls, within the deadline imposed by the network. Each router connects to a different host. If the host or connection fails, all requests will be directed to the backup host.

This option may also lose some requests on failures. Universal Queue is the ability of the system software to route requests from voice, web, chat, and email channels from a single queue point directly to appropriately skilled agents. With Universal Queue, the system software treats requests from different media channels as a part of a single queue.

Routing scripts send queued requests to agents based on business rules regardless of the media channel. For example, the routing of asynchronous channels such as email, and synchronous channels such as voice and chat, allows the system software to deliver the right contact to the right resource the first time, regardless of the channel it came through.

The Queue to Agent node allows the targeting of a task the work performed by an agent to a script-specified agent. The Queue to Agent node enables an agent to receive and operate on more than one task at a time. As a result, Universal Queue coordinates an agent's ability to work on multiple tasks on various media. It supports a simple control model where an agent's ability to handle an additional task depends on what task that agent is currently handling.

For this level of control, the system software must have exclusive access to task assignment. The CallRouter can move tasks out of the present script execution and resubmit them into the system as a new invocation. Due to the introduction of a media routing domain relationship, skill groups are medium specific.

When an agent logs into the system software via a phone, or via Enterprise Chat and Email , the agent actually logs into an MRD. This automatically logs the agent into skill groups associated with that agent within that MRD. Then, as a task request for a specific MRD begins script execution, the call router considers only the skill groups associated with that specific MRD. This allows one script to be written to handle many MRDs.

When upgrading from an earlier version of the system software, setup upgrades all existing skill group definitions to the voice media routing domain. The associated MRD applies to most related objects. Service member objects map skill groups only to services of the same media routing domain.

Skill groups for integrated email, chat, and blended collaboration are created, modified, and deleted using the system software. Skill groups for standalone email and chat are created, modified, and deleted using the application. To assign a task to a specific agent, the CallRouter needs to do four things:. Pick a skill group from the list provided by the MRD selection.

Pick a route from the list provided by the skill group selection. Using this style of queue to agent node, you select a specific agent at script design time. In this case, where it is obvious who the agent is, the node property sheet displays a choice of routes for the peripheral that the agent is assigned to.

To select multiple skill groups and routes for different media by agent, follow these steps:. Select the Queue to Agent node. Right-click and select Properties to open the Queue to Agent Properties dialog. Ensure the Queue to Agent type is set to Select using direct references. If not:. Select Change to open the Queue Agent Type dialog. Select Explicit agent references. Select an agent from the drop-down list in the Agent column.

This enables the rest of the columns. In the Domain column, select the appropriate MRD. In the appropriate column, select a skill group and a Route valid for the selected agent and MRD. You can specify the agent multiple times, each with a different MRD selection.

In this mode of the queue to agent node, the agent identity is determined by the queue to agent expression at runtime. Since the agent and MRD are not known until script execution time, you need some way of selecting an appropriate skill group and route. To accomplish this, pick an enterprise skill group.

Ensure the enterprise skill group includes appropriate skill groups to cover all MRD cases for that agent. To select the route, use an enterprise route. Again, ensure that the enterprise route includes an appropriate collection of routes. To select multiple skill groups and routes for different media by agent expression, follow these steps:.

Ensure the Queue to Agent type is set to Select using indirect references. Select Lookup agent references by expression. Enter an agent expression normally task. Formula Editor is enabled when the Agent Expression column is selected. In the appropriate column, select an appropriate Enterprise Skill Group and an Enterprise Route valid for the entered agent expression. You can specify the agent expression multiple times, each with a different enterprise skill group and enterprise route selection.

On the Central Controller, you can create a Network VRU script list, which lists scripts set up to play to callers waiting for an agent. With Unified ICM routing, you can display information, such as advertisements or informational URLs to a caller who is waiting to join a session with an agent. You can also populate these ads or URLs so that they display caller information originating in the callform.

This way, you can personalize ads or messages seen by the waiting caller. The application object filter restricts access to application-specific data that is not owned by the running application. Application owned data includes skill groups, services, application paths, and routes. The application object filter is not applicable if there are no multimedia applications.

Access to the application object filter is restricted. You must use a super user password case sensitive to enable or disable the application object filter. This password is set as "password" during installation. Normally enabled, the application object filter prevents administrators from creating or editing application-specific skill groups, services, application paths, or routes in the Configuration Manager.

You would want this enabled since creating or editing the preceding application-specific data using Unified ICM could cause the application to become out of sync with Unified ICM. These items must be created and updated in the application requiring them, and not in the system software. Disabling the application object filter allows administrators to create, delete, or edit application-specific skill groups, services, application paths, and routes from the Configuration Manager tools.

You might want to do this if, for example, an application is dead you cannot access the application and application-specific data needs to be removed from the Unified ICM database. Another example of when you would want to disable the application object filter would be you need clean up after removing an application. The tool opens and the status line indicates the application object filter is disabled. Open tools are not affected by the change in the application object filter status.

The status change affects tools opened only after the application object filter status has been changed. Each time the Configuration Manager opens, the application object filter reverts to its default status — enabled. Skip to content Skip to search Skip to footer. Book Contents Book Contents. Find Matches in This Book. Log in to Save Content. PDF - Complete Book 7. Updated: August 7, Chapter: Software Configuration for Integrated Applications. Step 5 Finish the installation process by completing the rest of the pages, then click Finish to save your edits.

Pre-integration Configuration Verification Verify the configuration by doing the following: Verify that all processes, including all PIMs and CTI servers, are active that is, all processes start, duplexed routers load the configuration and synchronize, and all PIMs and CTI servers are active.

Address failures prior to integration. Important The MRD IDs must be created in the system software first, and then passed on to the person configuring the application to perform a successful configuration. Step 2 Enter the following information: Name.

Step 3 After entering the required fields, save the configuration and close the window. Figure 1. Save and close the window. Step 7 In the tree section of the window, expand the tree and click the Add Peripheral button.

Step 9 Close the window. Setting Up the MR PG Customer contact applications use the MediaRouting interface to request instructions from the system software when they receive a contact request from a customer using one of the mediums, such as email, web collaboration, or voice.

After the Unified ICM script executes Unified ICM sends an instruction to the application to do one of the following: While the application is executing an application script that is stored on the application server, Unified ICM is looking for a best available agent that has the matching skill within the enterprise, and assigns this agent to this task. Step 3 Do the following: Choose Production Mode. Set the Auto Start feature after installation is complete.

Step 5 The MediaRouting Configuration box displays. Note When creating peripheral names, use short descriptive names and keep the length to a minimum. Leave Application Hostname 2 blank. Leave Application Connection Port 2 blank. Step 9 The Check Setup Information window displays.

Step 10 When the Setup Complete window displays, click the Finish button to exit from the setup program. Configure and Install Unified Communications Manager PG When agents and skill groups are created in the system software, they reside on a peripheral. Step 4 In the tree section of the window, expand the tree and click on the peripheral. Step 5 Do the following: Use the default name or change the name. Note This name is used in composite names which are limited to a character length, for example, an agent enterprise name.

Therefore, keep the name short. Step 6 Select the Agent Distribution tab and check the Enable agent reporting checkbox. Step 7 Save the configuration. Step 8 Close the window. Step 6 Click OK. The server may need to be rebooted a number of times during installation, and problems could occur if the node starts before hotfixes or databases are applied. Specify whether the CTI Server is part of a duplexed pair. Note The DMP device number is the check box you checked for the PG that is, if you checked box 1, the device number is 1; box 2, the device number is 2; and so on.

Note Before you enable secured connection between the components, ensure to complete the security certificate management process. Step 5 Click the Next button. Step 6 Click the Next button to view the setup information window. Agents You can create persons records that contain personal information about an agent and agents person who handles customer contact in the system software.

Note When you create an Agent record, you can associate it with an existing Person record clicking the Select Person button. If you do not associate the Agent record with an existing Person record, a new Person record is automatically created when you create the agent. Note Use the integrated applications to assign an agent an application-specific skill group. Application-specific skill groups must be created and maintained in the application, not in the system software.

Step 2 In the Instance Components pane, click Add. Step 4 In the Configuration dialog box, check the Enabled check box. Step 9 In the Reconnect interval sec field, enter Step 10 In the Heartbeat interval sec field, enter 5. Step 12 Check the Enable Secured Connection option to enable secured connection. Step 13 Click OK. Step 14 Repeat these steps to configure the remaining PIMs. Application Instance Important Application instances must be configured before you configure the multi-media application.

Important Share the system software configuration information you noted during the previous procedures with the person performing the integrated applications configuration. Note Refer to the Configuration Manager's online help for detailed information about the Application Instance List tool. Application Connections In order for the application to communicate with the Unified ICM system for configuration purposes, a communications path between the system software and the application must be established.

Step 2 Select the Application tab. Step 3 Click Add. Step 5 Click OK twice. Step 6 Click OK to proceed. Note Refer to the application-specific instructions for specific field information. Refer to the CMS Control tool's online help for specific information about the field descriptions. Additional Configuration Setups After configuring the system software, you need to perform the following configurations in the Enterprise Chat and Email application: After you configure the system software and Enterprise Chat and Email , more configuration must occur on the Cisco Media Blender server.

Application Gateways An application gateway is an optional Unified ICM feature that allows you to invoke an external application from within a script using a Gateway node. Configuration information includes data such as: Type of application the gateway interacts with-a non- Unified ICM application or an application on another Unified ICM system Form of connection the gateway uses-duplex or simplex Fault tolerance strategy for the gateway-described in the following table.

Table 1. Hot Standby Each router manages a connection to a different host. None The application gateway is not duplexed. Alternatively you may use the hostname in place of the address. There is a colon, an instance, or customer number. This value denotes which Unified ICM is accessed on the remote system, followed by another colon, and a letter.

This letter indicates which side of the NAM system prefers to use this connection. Step 2 To enable Add, click Retrieve. Step 4 Complete the Attributes property tab. For additional information, see the online help. Step 5 Click Save to create the application gateway.

Configure an Application Gateway Connection and Set Default Connection Parameters To configure an application gateway connection and set the default connection parameters, follow these steps: Procedure Step 1 Within the Application Gateway List window, click Retrieve and select the desired Application Gateway. Step 2 Complete the Connection property tabs. Note For additional information refer to the online Help. Step 3 Click Save to apply your changes. Skill Group Configuration with Script Editor Universal Queue is the ability of the system software to route requests from voice, web, chat, and email channels from a single queue point directly to appropriately skilled agents.

Note For Universal Queue to work, the agent must be assigned to skill groups that "ICM picks the agent" , that is for which the system software does the routing. Skill groups are created as follows: Skill groups for integrated email, chat, and blended collaboration are created, modified, and deleted using the system software. Queue to Specific Agent To assign a task to a specific agent, the CallRouter needs to do four things: Pick an agent to receive the task.

Pick the MRD. Note Routes, agents, skill groups, and services are all associated with a peripheral. Select Multiple Skill Groups and Routes by Agent To select multiple skill groups and routes for different media by agent, follow these steps: Procedure Step 1 In Script Editor, open the appropriate script in Edit mode. Step 2 Select the Queue to Agent node. Step 4 Ensure the Queue to Agent type is set to Select using direct references. Step 5 Select an agent from the drop-down list in the Agent column.

Step 7 In the appropriate column, select a skill group and a Route valid for the selected agent and MRD. Queue to Agent Expression In this mode of the queue to agent node, the agent identity is determined by the queue to agent expression at runtime. Select Multiple Skill Groups and Routes by Agent Expression To select multiple skill groups and routes for different media by agent expression, follow these steps: Procedure Step 1 In Script Editor, open the appropriate script in Edit mode.

Step 4 Ensure the Queue to Agent type is set to Select using indirect references. Step 5 Enter an agent expression normally task. Step 6 In the appropriate column, select an appropriate Enterprise Skill Group and an Enterprise Route valid for the entered agent expression. You can set up a VRU script list to point to URLs or text messages to display on the browsers of callers waiting for a Collaboration agent. Application Object Filter The application object filter restricts access to application-specific data that is not owned by the running application.

Step 2 Enter the Password when prompted. Step 3 Select Disable. Step 4 The tool opens and the status line indicates the application object filter is disabled. Was this Document Helpful? Yes No Feedback. Do not install the system software and the integrated applications on the same machine. You must install the application interface before beginning the Unified ICM configuration.

The MRD IDs must be created in the system software first, and then passed on to the person configuring the application to perform a successful configuration. Enter the following information: Name. No agents are configured on MR PGs. Make a note of these values because you will need to provide them when you install the MR PG. Close the window. Do the following: Choose Production Mode.

The MediaRouting Configuration box displays. When creating peripheral names, use short descriptive names and keep the length to a minimum. Do the following: Use the default name or change the name. This name is used in composite names which are limited to a character length, for example, an agent enterprise name.

The DMP device number is the check box you checked for the PG that is, if you checked box 1, the device number is 1; box 2, the device number is 2; and so on. When you create an Agent record, you can associate it with an existing Person record clicking the Select Person button. Use the integrated applications to assign an agent an application-specific skill group.

The preceding is also true for non-integrated Unified ICM systems. Repeat these steps to configure the remaining PIMs. Application instances must be configured before you configure the multi-media application. Share the system software configuration information you noted during the previous procedures with the person performing the integrated applications configuration.

Refer to the Configuration Manager's online help for detailed information about the Application Instance List tool. The system software configuration consists of hardware entities, call targets, announcements, routes, dialed numbers, and regions. When you apply a change in Configuration Manager, it is immediately applied to the central database. To get started setting up and maintaining your configuration, see Access Configuration Manager.

After you have set up your configuration, you can write routing scripts and administrative scripts:. A routing script processes a call routing request from a routing client and determines the best destination for that call. The system software then passes a label associated with the destination back to the routing client.

An administrative script runs periodically to perform a task, such as setting variables. You can set up different routing scripts to execute for different types of tasks. You can define call types in terms of the telephone number the caller dialed, the number the caller is calling from, and additional digits entered by the caller. For each call type, you can schedule different routing scripts to execute on different days or at different times of the day.

A routing script typically examines several targets and applies selection rules to find an available qualified agent or a target with the shortest expected delay. You can use any of several predefined selection rules or you can set up your own selection criteria.

Within the Script Editor, you can open a script for browsing, monitoring, or editing. When you open a script for editing, the Script Editor automatically obtains the lock for that script. Skip to content Skip to search Skip to footer. Book Contents Book Contents. Find Matches in This Book. Log in to Save Content. PDF - Complete Book 5. Updated: December 6, Chapter: Configuration Overview.

Unified CCE provides: Segmentation of customers and monitoring of resource availability Delivery of each contact to the most appropriate resource anywhere in the enterprise Comprehensive customer profiles using contact-related data, such as dialed number DN , and calling line ID Routing to the most appropriate resource to meet customer needs based on real-time conditions such as agent skills, availability, and queue lengths Presence integration to increase caller satisfaction through improved agent performance and knowledge-worker expertise Unified CCE allows you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration, and email.

Note You cannot open more than 60 configuration windows simultaneously. If more than 60 configuration windows are required, you must add another distributor. Script Management After you have set up your configuration, you can write routing scripts and administrative scripts: A routing script processes a call routing request from a routing client and determines the best destination for that call. Use the Script Editor to create, maintain, and monitor scripts.

Figure 1.

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Click OK. Enter the appropriate Connection Port Number. Check the Enable Secure-Only Mode check box to enable secure connection. Before you enable secured connection between the components, ensure to complete the security certificate management process.

Click the Next button. Enter the appropriate interface information. Click the Next button to view the setup information window. If the information is correct, click the Next button and finish the installation. You can create persons records that contain personal information about an agent and agents person who handles customer contact in the system software.

Configuring an agent for multi-media means assigning that agent to at least two skill groups one for each media. For example, the agent might handle both email and phones, chat and phones, or blended collaboration and email. If you want to configure phone agents in the system software, you must first create Person records for them in the Configuration Manager's Person List tool.

Every agent is associated with a Person record. This is primarily a person's first and last name and login password. This record must exist before you can create an agent in the system software. The purpose of the Person record is so that, in a multi-channel contact center, one person can be assigned as an agent on different peripherals since the system software defines an agent as belonging to only one peripheral.

The second step in creating an agent in the system software is to use the Configuration Manager's Agent Explorer tool to create the agent. When you do so, the agent is associated with a person. Open Peripheral Gateway Setup. In the Instance Components pane, click Add. From the Component Selection dialog box, select Peripheral Gateway. In the Peripheral Gateway Properties dialog box:. Check the Production mode check box.

Check the Auto start at system startup check box. Check the Duplexed Peripheral Gateway check box. Select the appropriate side Side A or Side B. Click Next. In the Configuration dialog box, check the Enabled check box. In the Peripheral name field, enter the CVP server name. In the VRU Connect port field, enter In the Reconnect interval sec field, enter In the Heartbeat interval sec field, enter 5. Check the Enable Secured Connection option to enable secured connection.

This enters an application ID and application key password that identifies the application. You need to enter the same information in the application. To configure the application instance, follow these steps:. The Application Instance List window displays. The enterprise name for the application instance. Application key. This is the password that the integrated application will use to be identified by the system software.

The password is restricted to the 7-bit printable ASCII characters any of the 94 characters with the numeric values from 32 to This means passwords cannot be entered in a non-Western alphabet, such as Kanji. Application type. Permission Level. Select the permission level from the drop-down list.

In order for the application to communicate with the Unified ICM system for configuration purposes, a communications path between the system software and the application must be established. A similar user interface on the application side is used to define the communications path from the application to the CMS Server.

Within the Application tab, the Application Connections table lists the current application connections, where you can add, edit, and delete application connections. Click Add. The Application Connection Details dialog displays. Application link. The application RMI Driver connection end point identity. Application RMI registry port. The port number for the Application RMI registry.

Application host name. The computer address where the application interface client resides. Click OK twice. The CmsJServer process is about to be cycled. Click OK to proceed or Cancel to quit. Click OK to proceed. After configuring the system software, you need to perform the following configurations in the Enterprise Chat and Email application:. After you configure the system software and Enterprise Chat and Email , more configuration must occur on the Cisco Media Blender server.

If the Enterprise Chat and Email will be used to send requests submitted to it to the system software, you must create one Unified ICM queue. When a request is submitted to a Unified ICM queue, the system software routes the request to the Enterprise Chat and Email and agent most appropriate to handle the request. Refer to the Enterprise Chat and Email installation CD for documentation on performing these configurations. An application gateway is an optional Unified ICM feature that allows you to invoke an external application from within a script using a Gateway node.

You can pass data to the application and receive data in return, which you can then examine and use for routing decisions. Before you can use these nodes in a script, you must first configure the gateways. The application gateway requires connection information to communicate with the external application. You perform this task using the Configuration Manager.

Configure a application gateway for an application you want to access, from within the scripts. Form of connection the gateway uses-duplex or simplex. Fault tolerance strategy for the gateway-described in the following table. They send simultaneous requests. Each request is sent to both the sides of the gateway. All requests are sent alternatively to A and B.

Each router manages a connection to a different host. All requests are directed to the designated primary host. If either host or connection fails then all requests are directed to the backup host. This results in the loss of some requests on failures. The application gateway is not duplexed.

Once you specify the configuration information, you can define the connection information for the gateway. For example, the network address of the port, through which the system software communicates with the application. If your Central Controller is duplexed, you can define separate connection information for each side of the Central Controller.

This allows each side to communicate with a local copy of the external application. The Application Gateway List window appears. To enable Add, click Retrieve. The Attributes property tab appears. Select TLS in the Encryption field to secure the application gateway connection. Click Save to create the application gateway. Next, configure the connection information for the application gateway.

To configure an application gateway connection and set the default connection parameters, follow these steps:. Click Save to apply your changes. This is applicable for a simplex system with a single application gateway host. Each router manages to connect to specific hosts. Each time a scripts initiates a request, both routers will ask their corresponding host.

Both routers will accept the first response. This method is the most reliable, but has the added expense of requiring two interface hosts. Even if a host or a connection fails, all requests will be satisfied. Each router manages to connect to a specific hosts. The routers will take turns, sending half the requests to the host connected to side A, and the other half to the host connected to side B. If either hosts fails, the entire load will be directed to the surviving host.

In such events some requests may be lost. This is due to the fact that there is a time gap between, the router figuring out a host failure and requesting routing of calls, within the deadline imposed by the network. Each router connects to a different host.

If the host or connection fails, all requests will be directed to the backup host. This option may also lose some requests on failures. Universal Queue is the ability of the system software to route requests from voice, web, chat, and email channels from a single queue point directly to appropriately skilled agents.

With Universal Queue, the system software treats requests from different media channels as a part of a single queue. Routing scripts send queued requests to agents based on business rules regardless of the media channel. For example, the routing of asynchronous channels such as email, and synchronous channels such as voice and chat, allows the system software to deliver the right contact to the right resource the first time, regardless of the channel it came through.

The Queue to Agent node allows the targeting of a task the work performed by an agent to a script-specified agent. The Queue to Agent node enables an agent to receive and operate on more than one task at a time. As a result, Universal Queue coordinates an agent's ability to work on multiple tasks on various media. It supports a simple control model where an agent's ability to handle an additional task depends on what task that agent is currently handling.

For this level of control, the system software must have exclusive access to task assignment. The CallRouter can move tasks out of the present script execution and resubmit them into the system as a new invocation. Due to the introduction of a media routing domain relationship, skill groups are medium specific. When an agent logs into the system software via a phone, or via Enterprise Chat and Email , the agent actually logs into an MRD. This automatically logs the agent into skill groups associated with that agent within that MRD.

Then, as a task request for a specific MRD begins script execution, the call router considers only the skill groups associated with that specific MRD. This allows one script to be written to handle many MRDs. When upgrading from an earlier version of the system software, setup upgrades all existing skill group definitions to the voice media routing domain. The associated MRD applies to most related objects.

Service member objects map skill groups only to services of the same media routing domain. Skill groups for integrated email, chat, and blended collaboration are created, modified, and deleted using the system software. Skill groups for standalone email and chat are created, modified, and deleted using the application. To assign a task to a specific agent, the CallRouter needs to do four things:. Pick a skill group from the list provided by the MRD selection.

Pick a route from the list provided by the skill group selection. Using this style of queue to agent node, you select a specific agent at script design time. In this case, where it is obvious who the agent is, the node property sheet displays a choice of routes for the peripheral that the agent is assigned to. To select multiple skill groups and routes for different media by agent, follow these steps:.

Select the Queue to Agent node. Right-click and select Properties to open the Queue to Agent Properties dialog. Ensure the Queue to Agent type is set to Select using direct references. If not:. Select Change to open the Queue Agent Type dialog. Select Explicit agent references. Select an agent from the drop-down list in the Agent column. This enables the rest of the columns. In the Domain column, select the appropriate MRD. In the appropriate column, select a skill group and a Route valid for the selected agent and MRD.

You can specify the agent multiple times, each with a different MRD selection. In this mode of the queue to agent node, the agent identity is determined by the queue to agent expression at runtime. Since the agent and MRD are not known until script execution time, you need some way of selecting an appropriate skill group and route.

To accomplish this, pick an enterprise skill group. Ensure the enterprise skill group includes appropriate skill groups to cover all MRD cases for that agent. To select the route, use an enterprise route. Again, ensure that the enterprise route includes an appropriate collection of routes.

To select multiple skill groups and routes for different media by agent expression, follow these steps:. Ensure the Queue to Agent type is set to Select using indirect references. Select Lookup agent references by expression. Enter an agent expression normally task.

Formula Editor is enabled when the Agent Expression column is selected. In the appropriate column, select an appropriate Enterprise Skill Group and an Enterprise Route valid for the entered agent expression. You can specify the agent expression multiple times, each with a different enterprise skill group and enterprise route selection.

On the Central Controller, you can create a Network VRU script list, which lists scripts set up to play to callers waiting for an agent. With Unified ICM routing, you can display information, such as advertisements or informational URLs to a caller who is waiting to join a session with an agent. You can also populate these ads or URLs so that they display caller information originating in the callform.

This way, you can personalize ads or messages seen by the waiting caller. The application object filter restricts access to application-specific data that is not owned by the running application. Application owned data includes skill groups, services, application paths, and routes. The application object filter is not applicable if there are no multimedia applications.

Access to the application object filter is restricted. You must use a super user password case sensitive to enable or disable the application object filter. This password is set as "password" during installation. Normally enabled, the application object filter prevents administrators from creating or editing application-specific skill groups, services, application paths, or routes in the Configuration Manager. You would want this enabled since creating or editing the preceding application-specific data using Unified ICM could cause the application to become out of sync with Unified ICM.

These items must be created and updated in the application requiring them, and not in the system software. Disabling the application object filter allows administrators to create, delete, or edit application-specific skill groups, services, application paths, and routes from the Configuration Manager tools.

You might want to do this if, for example, an application is dead you cannot access the application and application-specific data needs to be removed from the Unified ICM database. Another example of when you would want to disable the application object filter would be you need clean up after removing an application.

The tool opens and the status line indicates the application object filter is disabled. Open tools are not affected by the change in the application object filter status. The status change affects tools opened only after the application object filter status has been changed. Each time the Configuration Manager opens, the application object filter reverts to its default status — enabled. Skip to content Skip to search Skip to footer. Book Contents Book Contents.

Find Matches in This Book. Log in to Save Content. PDF - Complete Book 5. Updated: June 5, Chapter: Software Configuration for Integrated Applications. Step 5 Finish the installation process by completing the rest of the pages, then click Finish to save your edits.

Pre-integration Configuration Verification Verify the configuration by doing the following: Verify that all processes, including all PIMs and CTI servers, are active that is, all processes start, duplexed routers load the configuration and synchronize, and all PIMs and CTI servers are active.

Address failures prior to integration. Important The MRD IDs must be created in the system software first, and then passed on to the person configuring the application to perform a successful configuration. Step 2 Enter the following information: Name. Step 3 After entering the required fields, save the configuration and close the window. Figure 1. Save and close the window. Step 7 In the tree section of the window, expand the tree and click the Add Peripheral button.

Step 9 Close the window. Setting Up the MR PG Customer contact applications use the MediaRouting interface to request instructions from the system software when they receive a contact request from a customer using one of the mediums, such as email, web collaboration, or voice. After the Unified ICM script executes Unified ICM sends an instruction to the application to do one of the following: While the application is executing an application script that is stored on the application server, Unified ICM is looking for a best available agent that has the matching skill within the enterprise, and assigns this agent to this task.

Step 3 Do the following: Choose Production Mode. Set the Auto Start feature after installation is complete. Step 5 The MediaRouting Configuration box displays. Note When creating peripheral names, use short descriptive names and keep the length to a minimum. Leave Application Hostname 2 blank.

Use Configuration Manager's Explorer and List tools to configure and manage individual database records. Use the Explorer tools to configure and manage database records that have hierarchical relationships to other records. In this way, at one time, you can see and update both the individual records and their relationships. You can configure and manage the following records with the Explorer tools. The tools are named for the type of records they manage:. Refer to each tool's online help for detailed information.

Use the list tools to configure and manage database records that have limited or no hierarchical relationship to other records. You can configure and manage the following individual records with the list tools. Class security list on partitioned systems only. The following Configuration Manager tools enable you to do miscellaneous functions not available with the other tools:.

Deleted objects : Enables you to view all records deleted from the database and to permanently delete them if you no longer want them. Integrity check : Allows you to perform specific integrity checks on the configuration data in the Unified ICM database. Region editor : Allows you to:. View, create, update cut, copy, paste, move, or edit , and delete custom regions. View, copy, move, or delete predefined regions, but not edit them.

Script reference : Allows you to generate a report that shows which routing scripts reference a specific configuration record. System information : Allows you to view and set general and application gateway information about your enterprise. Unreferenced objects : Lists the database tables that have unreferenced records. Use this tool to find specific integrity problems within the database.

The Explorer, Bulk, and List tools have the following common features:. Common filter access. To access data from the database, in the Select filter data box of the Bulk, List, or Explorer Configuration Insert tool window, select the type of data you want and click the Retrieve button.

Record status symbols. When you make an edit, the record's status symbol updates accordingly. This appears to the left of the record name in the list box of the Explorer or List tool and in the State column of the bulk tool. A green check mark means the object has not changed since you retrieved it from the database or made a save. A red X means the object is marked for deletion and will be deleted when you click the Save button. A yellow arrow means that the object's data has been changed and the changes have not yet been saved in the database.

A yellow addition sign means the object is to be inserted into the database when you click the Save button. A red circle with a red slash through it indicates the object was created using an application and is controlled by the application object filter AOF or by peripheral auto-configuration.

ID status box. The label in the ID box at the bottom of the screen identifies the Unified ICM system instance on which you are working. When a record is selected and you click the Delete button, that button toggles to Undelete and a red X marks the record for deletion. As soon as you save your database changes, marked records are deleted from the database. Save button. No changes are made to the database until you click the Save button.

The list and Explorer tools share the following features. List box of retrieved records. Both the Explorer and list tools have a list box that displays retrieved records. Selecting a record in this list displays that record's properties in the right side of the tool window. After the record is displayed, you can edit it if you have maintenance access to it. Tree only in Explorer tools. In an Explorer window, the retrieved list is called a directory tree , which you can expand or contract to show a hierarchy of records.

A legend above the tree identifies the types of records that you can display in the tree. With the mouse, you can select a record in a tree and move it to another part of the tree, as long as its object type belongs in that tree location. For example, a label created in the bulk configuration tool might not have been assigned to a peripheral target, or a route might not have been assigned to a service. You can also use the label bulk configuration tool to take the output of a switch and create 20 or 30 labels.

Then, using an Explorer tool, you can attach the labels to an appropriate location. List only in List tools. In a list window, the retrieved list is called a list and has no legend above it since its records have no or only one relationship to another record. The Add button is enabled only after you use the Select filter data section of the window. In the Explorer tools, when a record in the tree is selected, you can add another record of the same kind or a record immediately below it in the tree hierarchy.

In the List tools, the Add button is enabled only for the single type of records listed. Selecting a record and clicking Delete marks the record with a red X for deletion. However, the record is not deleted until you click Save. Delete toggles to Undelete when you select an object marked for deletion.

To undelete an object marked for deletion, select it and click Undelete. In the Explorer and List tool windows, right clicking on a retrieved record displays an options menu containing all the editing options for that record. The Bulk Configuration, List, and Explorer tools enable you to access records from the database in the same way.

In these tools, use the Select filter data box to select and retrieve data from the database. Until you retrieve database data, no data is displayed. In the top left of the Bulk Configuration Insert, the Explorer, and the List Tool windows is a Select filter data box similar to the following. The filters used to select data vary according to the type of data.

In the preceding example, data is first selected by peripheral and then by name. Some filter selection boxes have only optional filters. To achieve maximum response time when retrieving records:. Always select a specific member from the primary filter, even if only one exists.

In addition to reducing the number of records loaded and listed, this also improves response time when navigating through the list of records and when adding new ones. Specify an optional filter whenever possible to further reduce the number of records retrieved. Separate the operation of adding records from editing existing records. In addition to selecting the targeted primary filter, specify a unique optional filter for the new record that will result in no existing records being loaded.

The retrieval response time will be almost instantaneous and the list of records being added will be easier to manage. If any editable field is changed, an additional dialog appears below the Select filter data dialog displaying the original filter settings. Clicking Close cancels the filter changes and returns the fields to their original settings. Clicking Retrieve closes the Select filter data dialog and enables the display in the tree list box of the record retrieved based on the selected filter criteria.

The following table describes how the optional filters, the check box, and the filter buttons work for all the Bulk Insert, Explorer, and List tools. None in the optional filter box means no optional filtering. All data is displayed for the selected records. The optional fields to filter on differ by record type according to both the fields in a record and the fields considered useful as filters.

If the selected optional filter is. A text filter for example, description. A numeric filter for example, trunk number. The available numeric conditions can change depending on the record data. For example, Equal or Not Equal might be the only choices. The entry in this field is based on the selections made in the optional filter and condition fields. If None is selected in the optional filter field, this field is ignored. If checked, indicates that the current settings are saved so that when you next open the list tool for this type of record, the current settings will be selected.

However, no data is displayed until you click the Retrieve button. This button displays the data selected in the Select filter data box. Cancel filter changes button. If you change the optional filter settings after a retrieve, clicking this button resets the filter settings back to the preceding ones.

The system software saves the configuration data and immediately applies your changes to both the local and central Unified ICM database. In general, feature control addresses the need of restricting users, or classes of users, from all functionality of the system software.

Feature control is a method of security for prohibiting access to the system software features. Script Editor feature control addresses the need of restricting users, or classes of users, from some or all of the functionality of the Script Editor software. In a possible deployment scenario, a system software administrator can restrict certain people from doing specific types of script editing.

An administrator has two means to restrict access to the editing features of Script Editor and Internet Script Editor:. It is also possible for an administrator to use a combination of both feature control options. Script node control allows an administrator to create feature sets that can be assigned to users. The feature set controls which script nodes are accessible to the user.

This table allows an administrator to create feature control sets that can be assigned to users. The feature control set controls which script nodes are accessible to the user. If a script is opened that contains a disabled node, you can browse or monitor the script but you cannot put the script into edit mode.

If you attempt to put this script into edit mode a message indicating you are not authorized to enter edit mode is displayed. However, you can still Quick Edit the script, just not the node. A node is an executable element within a script. A script consists of nodes, connections, routing targets, and comments. Every script begins with a Start node. The node column lists of all the nodes that can be used in a script. Each checked node in the available column appears on the editing pallet of the feature-control-set user, regardless of the edit mode Full Edit or Quick Edit Only.

Creating a feature controls set see Create a Feature Control Set. The Configuration Manager dialog opens. In the Feature Control Set section on the left , click Add. Select the Attributes tab. Enter the name of the feature control set. The name appears in the left section when Enter or Tab is pressed. Select the user to whom a feature control set is to be assigned.

On the Attribute tab, select the feature set for the selected user. Click Save when you are finished assigning feature sets. Click Save. After making changes or additions to your configuration, you must always check that the configuration is internally consistent and complete.

To check the integrity of your configuration data, perform the following:. The Integrity Check dialog appears. Choose the type of check option that you want to perform or click Select All to choose all the check options. For specific information about each of these options and the tables and fields they check, refer to the Configuration Manager online help.

Click Perform Check. The Configuration Manager performs the check and one of the following happens:. If the check discovers a problem, the Configuration Manager displays messages in the Integrity Problems text box. Double-click on a message to receive specific information about the records in the data table at the bottom of the window. If the check completes without finding any invalid data, the Configuration Manager displays a message saying the integrity check completed successfully.

When all checks are complete, click Close. The Integrity Check dialog closes. Many database records need references to related records. For example, each peripheral target must reference a route and each trunk group must reference a network trunk group. The Unreferenced Objects dialog appears listing the database tables containing objects that are missing references.

To see the specific rows that are missing references in a table, double-click on the table name. Double-clicking on a table name entry displays that table showing the records that are missing references. At some point, you might want to remove configuration records from your database; for example, if data has been entered in error or changes occur in your business. Within Configuration Manager, open any one of the tools in which you can configure that type of record and retrieve the record.

Click Delete. A red X marked for deletion appears in the window next to the name of the record. The Delete button toggles to Undelete. To undelete the record, select it and click Undelete. Click Save to save the deletion to the database. The record is deleted from the database and is removed from the window.

The deletion is saved to the database and the record disappears from the window. Depending on the record involved, the Configuration Manager performs one of two types of deletion:. Immediate deletion. The system software immediately removes the record from the database. Also known as physical deletion. Logical deletion. The system software sets the record's Deleted field to Y yes , but the record remains in the database.

The Configuration Manager and the CallRouter treat the record as though it were deleted. The record remains in the database, however, for historical reporting purposes. Some tables — for example, the Skill Group Member table, which maps agents to skill groups — do not have a Deleted field. When you delete a record from such a table, the system software immediately removes the record from the central and local database.

Other tables, for example, the Skill Group table, which describes a skill group associated with a peripheral — do have a Deleted field. When you delete a record from such a table, the system software does not remove the record from the central and local database. Instead, the system software sets the record's Deleted field to Y to indicate that it is logically deleted. Logical deletion ensures that any references to the record — for example, references to a skill group in call detail records — remain valid.

However, the Configuration Manager and the Script Editor treat the record as though it were deleted. How a configuration tool processes a record deletion request depends on whether, and how, the record is referenced by other configuration records:.

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