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Cisco Systems ICM Software Version 4.5 manuals

Owner’s manuals and user’s guides for Software Cisco Systems ICM Software Version 4.5.
We providing 1 pdf manuals Cisco Systems ICM Software Version 4.5 for download free by document types: User Manual


Cisco systems ICM Software Version 4.5 User Manual (328 pages)


Brand: Cisco-systems | Category: Software | Size: 2.50 MB |

 

Table of contents

Cisco ICM Software

1

Supervisor Guide

1

Contents

3

Contents v

5

Contents vii

7

Contents ix

9

Contents xi

11

Audience

13

Organization

13

Typographic Conventions

14

Other Publications

15

1. Overview

17

1. Overview

19

Intelligent Call

20

gathers enterprise call and

21

1.1.8. Network ICR

23

Enterprise Skill Groups

26

Peripheral Skill Groups

26

1.2.4. Service Arrays

28

1.2.5. Routes

29

34 Overview

34

36 Overview

36

2. The Admin Workstation

37

EOTEL Admin Workstation

38

2. Admin Workstation

39

2.2.3. Monitor-Only AW

40

2.3. Monitor ICR Reporting

41

2.4.2. Analyzing the Data

45

2.5. Web View

47

48 The Admin Workstation

48

3. Creating a Report

49

3.1. The Report Example

50

3. Creating a Report

51

3.2. Starting Monitor ICR

52

TRL key as you click

54

3.4. Launching the Report

56

3.6. Printing the Report

59

3.7. Saving the Report

59

3.8. Opening the Report

61

3.9. Setting Thresholds

61

AB. (In the real-time

62

3.10. Adding Drill-Downs

64

3.11. Saving Your Workspace

67

4. Reporting Basics

69

4.2. Starting Monitor ICR

71

4.2.1. Toolbar Options

72

4.2.2. On-Line Help

73

 Press F1

74

4.2.3. Controller Time

74

 Date and Time

76

 Items

76

 Templates

76

 Category and Scope

76

4.3.2. Date and Time

80

4.3.3. Items

83

4.3.4. Templates

84

4.3.5. Launching Templates

85

4.4. Working with Reports

86

4.4.3. Shuffle Mode

90

4.6. Printer Setup

94

4.7. Printing Reports

96

4.8. Opening Saved Reports

96

4.9. File Association

97

4.10. Saving Your Workspace

98

4.13. Exporting Report Data

101

4. Reporting Basics

103

4.15. User Information

105

5. Setting Thresholds and

107

Drill-Downs

107

+). The report window is

108

5. Setting Thresholds

109

5.2.1. Drill-Down Hierarchy

110

5.2.2. Adding Drill-Downs

111

5.2.4. Invoking Drill-Downs

113

See also:

115

6. Scheduling Reports

117

6.1. ICR Job Scheduler

118

6. Scheduling Reports

119

7. Available Data

125

7.1. Skill Group Data

126

7.2. Agent Data

128

7. Available Data

129

138 Available Data

138

140 Available Data

140

7.4. Service Data

141

7.5. Enterprise Data

145

7.6. Trunk Group Data

146

7.8. Service Array Data

147

7.9. Route Data

148

7.10. Peripheral Data

149

7.12. Call Type Data

151

7.13. Routing Client Data

151

7.14. Schedule Import Data

152

8. Template Reference

153

See also:

154

8. Template Reference

155

EOTEL Intelligent

216

288 Template Reference

288

Glossary

289

EOTEL•Agent Reporting

290

ALT+SPACEBAR

295

ALT+HYPHEN

295

EOTEL•Enterprise Agent

298

—Symbols—

319

—Numbers—

319

320 Index

320

Index 321

321

322 Index

322

Index 323

323

324 Index

324

Index 325

325

326 Index

326

Index 327

327

328 Index

328




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