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

Symbols

@PreIndicateNewWorkItemEvent special event   1

@PreWorkItemStartedEvent special event   1

@UQTransferWorkItemToRoute special command   1

Back to top

A

Accept Work Item function, communications toolbar   1 ,  2

activities, routing   1

activity work items, effect of Status field on routing   1

AddWorkItem method   1

ADU server, role of   1

adusrv process   1

adusrv.exe process   1

agent journal   1

AgentID virtual skill   1

agents

assignment of work items, overview   1

availability and escalation   1

availability management   1

communications toolbar functions   1

configuration procedure   1

employees, defined   1

login overview   1

resetting connection   1

sequential assignment   1

skill definitions and routing   1

system restart consideration   1

virtual agent skill   1

work item assignment, overview   1

work items, selecting   1

work items, transferring   1

Wrap Enabled parameter, effects of   1

alarms

types of   1

viewing   1

armsrv process   1

armsrv.exe process   1

audience for guide   1

Automatic Call Distribution (ACD), implementation strategies   1

Automatic Task Distributor (ATD) server, role of   1

AuxWork After Login parameter   1

Back to top

B

Backup UQ Host Name parameter   1

Backup UQ Host Port parameter   1

Blind Transfer function, communications toolbar   1

business components, for Siebel Universal Queuing   1

business objects, for Siebel Universal Queuing   1

business service, Universal Queuing

AddWorkItem method   1

CompleteWorkItem method   1

RequestAgentState method   1

RequestWorkItemState method   1

return codes   1

Back to top

C

callrouteA.def file   1

blocking and unblocking channels, sample events and commands   1

role in sequential assignment   1

technical overview   1

Change Ready State function, communications toolbar   1 ,  2

channel types

primary channel   1

universal queuing   1

channels

blocking and unblocking, sample events and commands   1

channel capacity, general overview   1

channel statistics by employee, viewing   1

channel statistics, viewing   1

defining   1

deleting channels, warning   1

historical channel statistics, viewing   1

modifying channels, warning   1

refresh interval, setting   1

routes, relation to   1

cherry picking   1

Communications Inbound Manager server component   1

Communications Session Manager server component   1

communications system

architecture diagram   1

overview, technical   1

work items, role of   1

communications toolbar, work item functions   1

CompleteWorkItem method   1

configuration

administration views for configuration   1

backup server   1

configuration, parameters, table of   1

creating a configuration   1

deleting a configuration   1

dual-server configuration   1

DUStore table, creating   1

editing a configuration   1

overview, general   1

primary configuration, role of   1

primary server   1

process overview   1

reconfiguring after installation   1

recovery table   1

Repair option   1

sequential assignment, implementation strategies   1

single-server configuration   1

UQConfigurationName parameter, role of   1

Wrap Enabled parameter   1

Connection Time Out parameter   1

Consultative Transfer function, communications toolbar   1

Contact Record server, role of   1

Back to top

D

database installation

IBM DB2 database information   1

Microsoft SQL Server database information   1

Oracle database information   1

overview   1

Disconnect Retry Time parameter   1

dssrv process   1

dssrv.exe process   1

dual-server configuration

failover advantages   1

installation information   1

DUStore table

creating   1

role of   1

dustore.exe process   1

dustore_db2.sql script   1

dustore_mssql.sql script   1

dustore_oracle.sql script   1

dustoresrv process   1

Back to top

E

EAI Object Manager server component   1

email

request routing, data flow   1

routing, business scenario   1

sample work item data property   1

employees

employee statistics, viewing   1

refresh interval, setting   1

role in Siebel Universal Queuing   1

errors

viewing   1

 1

Back to top

F

failover process

Siebel Communications Server   1

Siebel Universal Queuing routing engine   1

faxes, business scenario for routing   1

Back to top

H

heartbeat protocol   1

HTTP Accept Header parameter   1

HTTP Content Type parameter   1

HTTP, use with routing engine   1

HTTPLoginBodyTemplate parameter   1

HTTPLogoutURLTemplate parameter   1

HTTPURLTemplate parameter   1

Back to top

I

IBM DB2 database, installation information   1

installation

firewall considerations   1

Microsoft Windows, installing routing engine on   1

MS Windows, uninstalling routing engine   1

preinstallation checklist   1

reconfiguring after installation   1

server configurations, types of   1

server preparation   1

Siebel Server, installation sequence   1

starting UQ services   1

troubleshooting   1

UNIX, installing routing engine on   1

installation, database

IBM DB2 database   1

Microsoft SQL Server database   1

Oracle database   1

overview   1

IP address, default for routing engine   1

Back to top

L

login

agent login   1

Login function, communications toolbar   1

work item data properties for   1

Logout From Available parameter   1

Back to top

M

MaxConnections parameter

described   1

and performance   1

Microsoft SQL Server database, installation information   1

Microsoft Windows

routing engine process status, checking   1

routing engine services, listed   1

routing engine services, starting   1

routing engine, installing   1

routing engine, uninstalling   1

Siebel Universal Queuing, installing   1

Siebel Universal Queuing, uninstalling   1

My Qualified Work Items function, communications toolbar   1

Back to top

N

network problems, troubleshooting   1

nonreal-time work items

about assignment of   1

definition of   1

dispatch mechanism   1

email message routing   1

Notify UQ button   1

Back to top

O

Oracle database, installation information   1

orbsrv process   1

orbsrv.exe process   1

organization of guide   1

Back to top

P

Pause Work Item function, communications toolbar   1

performance considerations   1

phantom work items, abandoning   1

Ping Interval parameter   1 ,  2 ,  3

Back to top

Q

qatdsrv process   1

qatdsrv.exe process   1

qntinetd.exe process   1

qntorbsrv.exe process   1

quqconnector process   1

quqconnector.exe process   1

Back to top

R

rc.net file   1

real-time work items, definition of   1

refresh interval, setting   1

Release Work Item function, communications toolbar   1

reloading queuing routes   1

RequestAgentState method   1

RequestWorkItemState method   1

Resume Work Item function, communications toolbar   1

route definition records

creating   1

editing in real-time   1

overview   1

rules (properties), adding   1

route escalation rules

bypassing routing rules, about   1

creating   1

creating escalation rules   1

escalation, explanation of   1

functional overview   1

overview, general   1 ,  2

runtime reloading   1

skill definitions, overview   1

syntax   1

work items, transferring   1

 1

Route With UQ command   1

routes

assignment to work items   1

data property set, rerouting work items   1

email messages in non-real time   1

escalation rules, overview   1

historical route statistics, viewing   1

inactivating   1

overview, general   1

refresh interval, setting   1

reloading in real-time   1

route statistics, viewing   1

routes, properties, and escalation rules, overview   1

rules, overview   1

work items, transferring   1 ,  2

routing email, business scenario   1

routing engine

See also About Siebel Universal Queuing

architecture diagram   1

callrouteA.def file   1

communications protocol   1

components of   1 ,  2

default IP address   1

location of   1

Notify UQ button   1

port allocation   1

relation to Siebel Server   1

reloading rules and escalations   1

runtime reloading of rules   1

sequential assignment   1

SOAP port   1

technical overview   1

work items, role of   1

routing engine, configuration

backup server, configuration   1

configuration parameters, table of   1

creating a configuration   1

deleting a configuration   1

dual-server configuration   1

editing a configuration   1

primary configuration, role of   1

primary server configuration   1

process overview   1

reconfiguring after installation   1

Repair option   1

single-server configuration   1

UQConfigurationName parameter, role of   1

routing engine, failover

process overview   1 ,  2

recovery table   1

recovery, technical overview   1

routing engine, installation

database installation, overview   1

IBM DB2 database   1

Microsoft SQL Server database   1

Microsoft Windows, installing on   1

MS Windows, uninstalling   1

Oracle database   1

preinstallation checklist   1

reconfiguring after installation   1

server configurations, types of   1

starting UQ services   1

UNIX, installing on   1

routing engine, services

MS Windows services, listed   1

process status, checking (MS Windows)   1

process status, checking (UNIX)   1

starting after installation   1

starting under Microsoft Windows   1

starting under UNIX   1

stopping under UNIX   1

UNIX services, listed   1

routing faxes, business scenario   1

routing rules

bypassing, about   1

components of   1

example   1

multiple property rules, defining   1

overview, functional   1

overview, general   1 ,  2

properties, adding   1

relational operators, use in   1

restart consideration   1

routing records, adding to   1

runtime reloading   1

syntax   1

routing voice calls, business scenario   1

Back to top

S

SecondaryHTTPLoginBodyTemplate parameter   1

SecondaryHTTPLogoutURLTemplate parameter   1

SecondaryHTTPURLTemplate parameter   1

sequential assignment

callrouteA.def file, role of   1

manually accepted work items   1

simultaneous sessions   1

work items and Wrap Enabled parameter   1

service levels, specifying for channels   1

service requests

routing   1

service requests, effect of Status field on routing   1

Siebel Communications Server

failover process   1

failure recovery   1

Siebel Universal Queuing, configuring to work with   1

Siebel Universal Queuing, working with   1

Siebel CTI and Siebel Universal Queuing   1

Siebel EAI Object Manager

role in routing requests   1

session timeout, configuring   1

troubleshooting   1

Siebel eMail Response and Siebel Universal Queuing   1

Siebel Server

installation sequence, Siebel Universal Queuing   1

relation to routing engine   1

Siebel Universal Queuing, firewall considerations   1

Siebel Universal Queuing, resetting connection to   1

Siebel Universal Queuing

advantages of   1

agent availability, management and assignment   1

agent login overview   1

alarms and errors, overview   1

API overview   1

business case for   1

business components, table of   1

business objects and business components, table of   1

business service methods   1

employees, role of   1

historical data, overview of   1

modules that work with   1

overview, general   1

restarting   1

route escalation rules, overview   1

Siebel Communications Server, configuring to work with   1

Siebel Communications Server, working with   1

Siebel CTI, working with   1

Siebel eMail Response, working with   1

Siebel Server, resetting connection to   1

troubleshooting   1

work item routing, overview   1

Siebel Web server, role in routing requests   1

Simple Object Access Protocol (SOAP)

role of   1

SOAP interface adapter, role of   1

SOAP port   1

troubleshooting   1

simultaneous sessions

defining   1

overview, general   1

sequential assignment   1

skill definitions

expertise levels and work item routing   1

overview   1

Skill:skill_name parameter   1

Back to top

T

timeout, Siebel EAI Object Manager   1

Trace FileName parameter   1

Trace Level parameter   1

Transfer to Route command   1

Transfer to Route function, communications toolbar   1

troubleshooting

network problems   1 ,  2

Siebel EAI Object Manager   1

Siebel Universal Queuing   1

SOAP requests   1

Web server   1

Back to top

U

 1

 1

UNIX

routing engine process status, checking   1

routing engine services, listed   1

routing engine services, starting   1

routing engine services, stopping   1

routing engine, installing   1

Siebel Universal Queuing, installing   1

UQ Administration screen and views   1

UQ Agent Journal business component   1

UQ Agent Journal Summary business component   1

UQ Agent Media Statistics business component   1

UQ Agent Reset command   1

UQ Agent Statistics business component   1

UQ Alarms Errors business component   1

UQ Alarms Errors business object   1

UQ connector, role of   1

UQ Employee Statistics business object   1

UQ Engine - Data Service service   1

UQ Engine - Orb Service service   1

UQ Host Name parameter   1

UQ Host Port parameter   1

UQ Media business component   1

UQ Media business object   1

UQ Media Statistics business object   1

UQ Media Statistics(Reg) business component   1

UQ Route Statistics(Reg) business component   1

UQ Routes business component   1

UQ Routes business object   1

 1

UQ Work Items business object   1

UQ WorkItem Escalation History business component   1

UQ WorkItem Properties business component   1

UQ WorkItem State History business component   1

UQ WorkItems business component   1

UQ_CFG_PARAM List of Values type   1

UQConfigurationName parameter   1

uqinstall.log file   1

Use Resonate parameter   1

Back to top

V

vdusrv process   1

vdusrv.exe process   1

voice calls, routing

business scenario   1

data flow   1

Back to top

W

Web server, troubleshooting   1

work item journal   1

work items

AddWorkItem method and arguments   1

agents selecting from   1

assignment timeout parameter   1

channel capacity, general overview   1

channel, role of   1

communications toolbar functions   1

delivery methods   1

escalations, overview   1

manually accepted work items   1

method for requesting state   1

overview of   1

phantom work items, abandoning   1

restart consideration   1

routing activities   1

routing and skill expertise levels   1

routing service requests   1

routing, overview   1

sample email data property   1

simultaneous sessions   1

transferring, overview   1

WorkItemDataProperty argument   1

Wrap Enabled parameter and work items   1

wrap-up work, parameter for   1

Work Items List function, communications toolbar   1

work items, routing

data property set for rerouting   1

route assignment, functional overview   1

route selection   1

routes, overview   1

routes, transferring   1

routing rules, general overview   1

WorkItemDataProperty   1

Wrap Enabled parameter

agent availability, role in   1

described   1

effect on agent workflow   1

Back to top