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Siebel Universal Queuing Administration Guide
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Introduction
Revision History
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Overview of Siebel Universal Queuing
Communications Business Scenarios
Routing Voice Calls
Routing Email Requests
Routing Incoming Faxes
About Siebel Universal Queuing
Universal Queuing Architecture
Overall Architecture
Siebel Universal Queuing Elements
Work Items
Configurations
Channels and Channel Types
Employee Skills and Expertise
Simultaneous Sessions
Routes, Route Properties, and Escalations
Real-Time and Historical Statistics
Alarms and Errors
How Siebel Universal Queuing Works
Agent Login
Receiving Work Items
Routing Work Items
Escalations
Agent Availability and Sequential Assignment
Siebel Universal Queuing Implementations
Using Siebel Universal Queuing with Other Siebel Modules
Siebel Server Requirements for Siebel Universal Queuing
Siebel Universal Queuing and Siebel Communications Server
Siebel Universal Queuing and Siebel CTI
Siebel Universal Queuing and Siebel eMail Response
Siebel Universal Queuing Data Flow
Voice Call Data Flow
Email Data Flow
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Installing and Running Siebel Universal Queuing
Preparing to Install Siebel Universal Queuing
Server Configuration for the Routing Engine
Database Configuration for Recovery Table
Optimizing IBM AIX and IBM DB2 Universal Database
Installing Siebel Universal Queuing
Preinstallation Checklist
Installing the Routing Engine on Microsoft Windows
Installing the Routing Engine on UNIX
Creating the DUStore Recovery Table
Reconfiguring Siebel Universal Queuing After Installation
Running the Siebel Universal Queuing Routing Engine
Verifying and Running Routing Engine Processes on Microsoft Windows
Verifying and Running Routing Engine Processes on UNIX
Implementing Failure Recovery
Heartbeat Protocol
Siebel Universal Queuing Failure
Siebel Communications Server Failure
Configuring Siebel Universal Queuing
Views in the UQ Administration Screen
Defining Configurations
Defining Channels
Assigning Employee Skills
Defining Employee Channel Capacity
Defining Communications Configurations
Configuring Sequential Assignment
Using the Wrap Enabled Parameter
Using Sequential Assignment as Defined in File callrouteA.def
Event and Command Definitions for Sequential Assignment
Configuring Session Timeout for EAI Object Manager
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Using Siebel Universal Queuing
Creating Routes and Escalations
Notifying Siebel Universal Queuing of Updates
Defining Routes, Route Properties, and Escalation Rules
Adding Route Properties
Defining a Route Escalation
Creating Route Escalation Rules
Creating Skill Definitions
Editing a Route Definition in Real-Time
Inactivating a Route Definition
Receiving and Handling Work Items
Transferring Work Items to Another Route
Selecting Work Items from My Qualified Work Items View
Routing Service Requests or Activities
Abandoning a Phantom Work Item
Resetting the Siebel Universal Queuing Connection
Resetting the Siebel Universal Queuing Agent Session
Viewing Alarms and Errors
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Siebel Universal Queuing Reporting
Viewing Real-Time Status Data
Setting the Refresh Interval
Viewing Channel Status Data
Viewing Employee Status Data
Viewing Route Status Data
Viewing Historical Data
Viewing Historical Channel Statistics
Viewing Historical Route Statistics
Business Objects and Business Components
Siebel Universal Queuing Business Objects
Siebel Universal Queuing Business Components
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Interfacing with Siebel Universal Queuing
Business Service Methods
AddWorkItem
CompleteWorkItem
RequestAgentState
RequestWorkItemState
Return Codes for Business Service Methods
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Troubleshooting Siebel Universal Queuing
Installation Issues
Network Issues
Application Issues
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