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Symbols
@PreIndicateNewWorkItemEvent special event 1
@PreWorkItemStartedEvent special event 1
@UQTransferWorkItemToRoute special command 1
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
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
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
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
E
EAI 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
F
failover process
Siebel Communications Server 1
Siebel Universal Queuing routing engine 1
faxes, business scenario for routing 1
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
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
L
login
agent login 1
Login function, communications toolbar 1
work item data properties for 1
Logout From Available parameter 1
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
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
O
Oracle database, installation information 1
orbsrv process 1
orbsrv.exe process 1
organization of guide 1
P
Pause Work Item function, communications toolbar 1
performance considerations 1
phantom work items, abandoning 1
Ping Interval parameter 1 , 2 , 3
Q
qatdsrv process 1
qatdsrv.exe process 1
qntinetd.exe process 1
qntorbsrv.exe process 1
quqconnector process 1
quqconnector.exe process 1
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
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
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
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
Siebel EAI Object Manager 1
Siebel Universal Queuing 1
SOAP requests 1
Web server 1
U
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
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
V
vdusrv process 1
vdusrv.exe process 1
voice calls, routing
business scenario 1
data flow 1
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
Bookshelf Home | Contents | Index | Search | PDF |
Siebel Universal Queuing Administration Guide Published: 18 April 2003 |