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Symbols@PreIndicateNewWorkItemEvent special event 1 @PreWorkItemStartedEvent special event 1 @UQTransferWorkItemToRoute special command 1 AAccept 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 BBackup 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 CcallrouteA.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 Ddatabase 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 EEAI Object Manager server component 1 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 Ffailover process Siebel Communications Server 1 Siebel Universal Queuing routing engine 1 faxes, business scenario for routing 1 Hheartbeat 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 IIBM 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 Llogin agent login 1 Login function, communications toolbar 1 work item data properties for 1 Logout From Available parameter 1 MMaxConnections 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 Nnetwork 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 OOracle database, installation information 1 orbsrv process 1 orbsrv.exe process 1 organization of guide 1 PPause Work Item function, communications toolbar 1 performance considerations 1 phantom work items, abandoning 1 Ping Interval parameter 1 , 2 , 3 Qqatdsrv process 1 qatdsrv.exe process 1 qntinetd.exe process 1 qntorbsrv.exe process 1 quqconnector process 1 quqconnector.exe process 1 Rrc.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 runtime reloading 1 skill definitions, overview 1 syntax 1 work items, transferring 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 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 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 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 SSecondaryHTTPLoginBodyTemplate 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 Ttimeout, 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 Siebel EAI Object Manager 1 Siebel Universal Queuing 1 SOAP requests 1 Web server 1 UUNIX 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 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 Vvdusrv process 1 vdusrv.exe process 1 voice calls, routing business scenario 1 data flow 1 WWeb 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 |
Siebel Universal Queuing Administration Guide |