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Cisco Desktop Administrator User Guide, Release 10.0

1. Cisco Desktop Work Flow Administrator File View Window Help Locations Call Center 1 Logout Not Ready A Work Flow Configuration 4 Dial Strings Available Reason Codes List Global Reason Codes List EE Phone Book 2 a Wrap up Data gt Work Flow Groups default Enterprise Data Reason Codes ca Wrap up Data Phone Book Reserved List 0 CAD Agent 3 Extension modified while g User Interface 2 PG failure JE voice Contact Work Flows eA Akaki cai E E Mail Contacts Work Flows Upervisor logou de gent Management Work Flows eel Not Ready for ace ae El CAD BE Agent gt a IP Phone Agent workflow workFlow2 NOTE When configuring the name or ID of objects examples are work groups work flows agent login names server names and macro names do not use the character This can cause problems when backing up and restoring data 28 April 22 2014 Dial Strings Dial Strings Use the Dial Strings option to configure the way desktop applications display and dial phone numbers NOTE Dial strings for CAD BE are not configurable Select the appropriate check box at the bottom of the Dial Strings pane to choose the dial string format you will use The available formats are North American Dial String format Variable Format Dial String format Different tabs display depending on your choice North American Dial String Format If you choose the North American dial string
2. Enter a name for the new layout and edit the fields as needed oS 2 Click Save to save the copied layout The layout is added to the Layouts list page If desired repeat steps 4 and 5 to create more new layouts O T When you are finished click Return to Layout list Editing a Layout 1 Choose Services Configuration gt Enterprise Data gt Layouts The Layout List page appears Figure 74 Select the layout you want to edit The selected layout list page appears Edit the layout as needed Click Save to save the edited layout a S S oN When you are finished click Return to Layout list April 22 2014 159 Cisco Desktop Administrator User Guide Deleting a Layout You cannot delete a default layout You can delete only custom layouts To delete a custom layout 1 Choose Services Configuration gt Enterprise Data gt Layouts The Layout List page appears Figure 74 2 Select the check box corresponding to one or more custom layouts then click Delete Selected The selected layouts are no longer displayed in the Layout list However the actual deletion is not performed until you click Save 160 April 22 2014 Configuring Display Settings Configuring Display Settings You can perform the following tasks on the Display Settings page of the Multiline Monitoring amp Recording node m Enable non ACD call display m Configure monitoring and recording settings m Enable agent notification mess
3. The Advanced External Dialing tab Figure 9 enables you to configure more external dialing options Access it by clicking the Advanced Dialing button on the Outgoing Calls tab Figure 9 Advanced External Dialing tab Advanced Dialing Plan Advanced Internal Dialing Advanced External Dialing Neighboring area codes with local dialing privileges Neighboring area codes Exchanges for digit local numbers ees for 10 digit local numbers po mallee a Cancel Help Table 4 Advanced External Dialing tab fields Window Section Description Neighboring area codes The area codes to which you can place non toll calls with local dialing Click Add to add a new area code to the list and click privileges Delete to remove an area code from the list Exchanges for digit Choose the neighboring area code then enter the local numbers exchanges within that area code which do not require you to dial 1 or the area code Select All exchanges as digit numbers if no exchange requires you to dial 1 or an area code April 22 2014 Dial Strings Table 4 Advanced External Dialing tab fields Continued Exchanges for 10 digit Choose the neighboring area code then enter the local numbers exchanges within that area code that require you to dial the area code but not a 1 Select All exchanges as 10 digit numbers if all exchanges require you to dial an area code but nota 1 Miscellaneous Tab The Miscellaneous t
4. Continued BACampaign CS Outbound Bialen The nameor ecampalentowhich Dialer The name of the campaign to which the call belongs BADialedListID Outbound Dialer Unique key identifying a specific customer record within the Dialing List table located in the BA private database BAResponse Outbound Dialer Multi purpose placeholder that sends data from Agent Desktop to the BA Dialer This variable responds to the reservation call schedule and cancel callbacks and changes to the callback phone number BAStatus Outbound Dialer Two characters indicating the mode and direction of the BA Dialer initiated call The first character identifies the call mode P Reservation call Preview mode C Customer call A Reservation call callback Z Agent to agent transfer or conference customer Call During a reservation call the first character is P or A When a customer call is transferred to an agent the first character is C The second character of BAStatus indicates the call direction e QO Outbound e Inbound e B Blended 130 April 22 2014 Actions Table 15 Enterprise Data Fields Continued BATimeZone Outbound Dialer Indicates the GMT offset in minutes for the customer s time zone and obtains the customer s local time The format of this ECC variable is This field s first character is either a positive or negative sign followed by 5 digits For example e This example indic
5. a Select the type of call you want the filter to apply to from the drop down list inbound calls outbound calls or all calls NOTE There is also the option to disable the work flow You can select this option later on if and when you want to disable the work flow but to keep the work flow on file for use at a later date b Apply up to three data field conditions Click Edit to display the Data Field Condition dialog box For information on setting up a data field condition see Data Field Conditions on page 85 83 Cisco Desktop Administrator User Guide c Select if you want the filter to apply when ALL conditions are true or if ANY conditions are true 4 Click OK to complete setting up the first level filter in the new voice contact work flow Setting Up a New Work Flow After a new voice contact classification is created Desktop Work Flow Administrator takes you to the Voice Contact Work Flow window Figure 36 In this window you set up the second level of filtering consisting of events and rules and the resulting actions for your new voice contact work flow Figure 36 Voice Contact Work Flow window Voce Contact Work Flow lt Default Events Rules of current Evert Achons of current Aule Answered Current Rule Conditions lt Detault gt Data Field Conditions EE a ee Cancel When an event occurs the rules associated with the event are evaluated in the order they are listed in the Rul
6. 2014 Finding SMEs April 22 2014 Configuring Contact Lists Find the SME you want to add using the Search function For instructions about finding SMEs see Finding SMEs on page 183 Figure 87 shows the SMEs whose last name begins with the letter s and also contains the letter c Figure 87 Specific contact list page with SMEs Sail Cisco Desktop Administrator cisco For Cisco Unified Communications Solutions save co lt 3 E Hew Settings Cisco Unified Presence Settings gt Contact Lists gt Marketing West Cisco Desktop Administrator v iGo Contact List Name Marketing Contact List Information fr List Description Marketing West Search For Last Name Begins With s Last Name Begins With c Subject Matter Expert List Last Name First Name URI Included Sanchez Ali sancheali p1 rd id go Schultz Hannah schulth p1 rd ld d Schultz Justin schultj p1 rd ld O Schwartz Brent schwarb p1 rd ld go Stuck Elizabeth stucke p1 rd ld F M4 Goto 1 ofi P Results Per Page 410 Select the SMEs you want to add to the contact list m To add all of the SMEs that are displayed click Select All m To add SMEs individually select the corresponding check box in the Included column If you want to find and add other SMEs repeat steps 3 and 4 When you are done adding SMES click Save then click Return to Contact list NOTE CAD displays contacts based on the e mail address in U
7. Adding a New Action on page 98 The Select Action window appears 2 Selectthe HTTP Action tab and then click New The HTTP Actions Setup dialog box appears Figure 54 3 Complete the HTTP Actions Setup dialog box as follows Conie ae a name erne ene a the new action Protocol Select the protocol to be used by the browser http default or https Method Select the http method to be used by the browser GET default CAD and CAD BE agents or POST CAD agents only Host Enter the host name or IP address of the website Do not include the http or https prefix Enter the port 0 65535 that the host is listening on for http the default is 80 for https the default is 443 Path Enter the path portion of the URL optional Default is blank Do not include a leading slash 110 April 22 2014 Actions Browser Tab Select the browser tab in which you want the action results to be displayed For CAD BE agents there is only 1 tab available so this field is not present If the tab you select is removed later the action will be displayed in the first tab ordinarily reserved for supervisor page push Figure 54 HTTP Actions Setup dialog box HTTP Action Setup UAL Action Hame Protocol tp Method GET el Host J Part C Fath PS Browser Tab Request Data Name Value Value Type Test Data em Ee see Preview April 22 2014 111 Cisco Desktop Administrator User Guide 4 Click Ad
8. Begins wit v First Name v Begins wit Phone Num Notes Phone Num Notes Amanda Cohen 6511234 2072 Contact on Y2 Nicholas Knight 612 555 1228 Sales 612 555 1234 Travel coordine Natalie Lambert 952 555 9876 Benefits Joseph Stonetree 651 555 7612 Manager Global level Work flow group level Using the Phone Book Filter You can use the phone book filter to find phone book entries more easily The filter enables you to limit the entries listed in the phone book window You can use any of the four phone book fields to filter the entries To use the phone book filter 1 Inthe Phone Book window select the Filter check box 2 From the Filter drop down lists select how you want to filter the entries In the first two drop down lists select your filter criteria the field to filter by and the filter method In the third field enter the filter string For example if you want to see all phone book entries for persons whose last name begins with J select Last Name from the first drop down list Begins with from the second drop down list and enter J in the third field The alter operates as soon as you enter your filter string in the third field April 22 2014 41 Cisco Desktop Administrator User Guide 3 To stop filtering the phone book clear the Filter check box or delete the filter string in the third field The entire phone book will once again be visible Creating Phone Books To set up a new ph
9. Click Apply To assign work flow wrap up data descriptions 1 Select the Wrap up Data node under the desired work flow group in the navigation pane to display the Wrap up Data window Figure 21 right 2 From the Available Wrap up Data list select the descriptions you want to make available to agents in that work flow group and then click the right arrow button to move them to the Work Flow Wrap up Data list 3 Select the Enable Wrap up Data check box to enable wrap up data for the agents in that work flow group This includes any global wrap up data descriptions set up 4 Click Apply Enabling or Disabling Wrap up Data Wrap up data can be enabled or disabled only on the work flow group level To enable or disable wrap up data 1 Select the Wrap up Data node under the work flow group whose wrap up data descriptions you want to enable or disable 56 April 22 2014 Wrap up Data 2 Select or clear the Enable Wrap up Data check box 3 Click Apply Automatic State Changes By default automatic state changes are not enabled After agents enter wrap up data they remain in the Work state for the length of time set for the wrap up timer or until they change states manually whichever happens first The wrap up timer value is configured in Unified CCX Administration If automatic state changes are enabled agents are automatically changed from the Work state to the Ready state after they enter wrap up data Auto
10. Edit and Delete buttons as needed T When you have completed building the request click OK Launch External Application Action Launch External Application actions start a third party application in a new window To ensure applications are running before macros attempt to use them start them with launch actions assigned to the Startup event April 22 2014 119 Cisco Desktop Administrator User Guide 120 NOTE An application started by a launch action must use the same path on the agent s PC as it does on the administrator s PC or it must be on a network drive or the launch action will not be successful When using launch actions Agent Desktop can pass parameters such as command line arguments in two ways The first method is to add parameters after the application path name For example the command to start Microsoft Excel and open a spreadsheet named mrmtest xls is 77 hh c program files excel exe c my documents mrmtest xls NOTE Program names and command line arguments that contain Spaces must be in quotes so that they appear as one argument rather than as multiple arguments The second method involves passing data fields as arguments You can pass any valid data field while launching an application Note that if a launch action takes place on the Startup event call data might not be present Empty or blank data fields will contain the string lt NULL gt To set up a Launch External Applicati
11. Figure 21 Click Modify List to display the Wrap up Data Editor dialog box Figure 22 Double click the wrap up data description you want to edit In the pop up dialog box edit the description as desired and then click OK Click OK to close the Wrap up Data Editor dialog box and then click Apply to save your changes 55 Cisco Desktop Administrator User Guide To delete a wrap up data description 1 Select the global or work flow group Wrap up Data node in the navigation tree to display the Wrap up Data window Figure 21 2 Click Modify List to display the Wrap up Data Editor dialog box Figure 22 3 Select the wrap up data description you want to delete and then click Delete 4 Click OK to close the dialog box and then click Apply to save your changes Assigning Wrap up Data Descriptions Wrap up data descriptions can be assigned at the global and at the work flow group level Global wrap up data descriptions are available to all agents Work flow group level wrap up data descriptions are available only to the agents in that specific work flow group To assign global wrap up data descriptions 1 Select the global Wrap up Data node in the navigation tree to display the Wrap up Data window Figure 21 left 2 From the Available Wrap up Descriptions list select the descriptions you want to make available to all agents and then click the right arrow button to move them to the Global Wrap up Descriptions list 3
12. You must specify a time of day as well The condition you set up is automatically entered in the first Data Field Conditions line in the Current Rule Conditions section of the Work Flow window and the Enable Rule check box is automatically selected 94 April 22 2014 Agent Management Work Flows 5 Click Edit next to the 2 remaining Data Field Conditions fields to display the State Condition dialog box Figure 42 and further define the rule if desired m Specify if the agent is on hook or off hook m Specify if the agent state is or is not equal to Ready or Not Ready Figure 42 State Condition dialog box State Condition kW Enable Condition State Filter C Hook State f Agent State l s egual To coe 6 Under the Actions pane click Add to choose one or more actions to run when the event occurs and the rules are met You can select an existing action or create a new action See Actions on page 96 for more information 7 Click Apply to save the new time of day work flow April 22 2014 95 Cisco Desktop Administrator User Guide Actions Actions are stored independently of events and rules You can use an action in more than one event and you can assign actions to more than one task button in Agent Desktop and CAD BE While actions are processed events are queued It is generally a good idea to avoid long actions Table 10 Action types and descriptions Agent Notification Action Disp
13. and enter new test data m Click Cancel to cancel the macro The macro is canceled and the Select Action dialog box appears Data Fields The Select a Data Field dialog box Figure 63 enables you to select and insert a Agent Desktop data field into a macro Access this dialog box either through the Suspend Macro Recording dialog box or from the Data menu in the Macro Editor window There are three types of data fields m Standard Data from the switch m System System data for example the date and time These fields are enclosed in square brackets m Enterprise Data from the Enterprise service These fields are marked with an asterisk NOTE When selecting data fields to be used in actions or rules keep in mind that not every data field is available for every event For example the calling number is not available during the Startup event If an unavailable field is used lt N A gt is displayed in the application the macro pops These fields can be included in the Run Macro and Launch External Application work flow actions Table 15 lists the available data fields Table 15 Enterprise Data Fields Application Data The ISDN user to user information element BAAccountNumber Outbound Dialer The customer s account number BABuddyName Outbound Dialer The customer s first and last name separated by a comma April 22 2014 129 Cisco Desktop Administrator User Guide Table 15 Enterprise Data Fields
14. applications To switch between applications when recording a macro use the mouse to select the application Do not press Alt Tab If you do these keystrokes are recorded and might not select the correct application when you play back the macro NOTE Do not press Ctrl Esc to click the Microsoft Windows Start button or the Macro Recorder stops recording without providing a message showing that recording has stopped All keystrokes recorded up to this point are deleted To click Start without causing an error or stopping recording use your mouse April 22 2014 123 Cisco Desktop Administrator User Guide Allowed Macro Keystrokes Table 13 Allowed Macro Keystrokes Keys Character 0123456789 ABCDEFGHIJKLMNOPQRSTUVWXYZ eta acay TN Non Character Tab 124 April 22 2014 Actions Recording Macros Follow these steps to record a macro To record a macro 1 Start any third party applications you want to include in the new macro and then minimize them 2 Set up anew action See Adding a New Action on page 98 The Select Action window appears 3 Select the Run Macro tab and then click New The New Macro dialog box appears April 22 2014 125 Cisco Desktop Administrator User Guide 126 4 Enter a new macro action name and then click OK The Macro Editor window appears Figure 61 Figure 61 Macro Editor window with a macro script displayed Ringing Macro File Macro Data Help APPL
15. will indicate In Service because monitoring and recording unavailability is not a result of any service failure Enable Notification Messages Notify Monitoring Select this check box to enable agent notification for monitoring If enabled the agents get notification messages stating that the supervisor is monitoring their ACD calls and if enabled non ACD calls Notify Recording Select this check box to enable agent notification for recording If enabled the agents get notification messages stating that the supervisor is recording their ACD calls and if enabled non ACD calls 3 Click Save to save the changes April 22 2014 163 Cisco Desktop Administrator User Guide Configuring Desktop and Server Monitoring and Recording You can perform the following tasks on the VoIP Monitoring Device page of the Multiline Monitoring amp Recording node m Enabling Desktop Monitoring page 164 m Configuring a Default Monitor Service page 165 m Assigning Phone Devices to a Specific VolP Monitor Service page 166 m Removing a VoIP Monitor or Recording amp Playback Service from Directory Services page 166 The VoIP Monitoring Device page displays all phone devices configured in Unified CM If a phone is configured for extension mobility and a static extension is set up the Extension field displays the static extension assigned to the device s MAC address If no static extension is set up the Extension field
16. 1 Select a descriptor from the Search for drop down list then type one or more characters in the text field April 22 2014 179 Cisco Desktop Administrator User Guide 2 If necessary complete any of the following actions m f you want to add another condition to the search query click Anew row containing a field drop down list a descriptor drop down list and a text field appears Repeat step 1 for the new row m f you want to remove the last condition from the search query click The bottom row is deleted If you click and the search query only contains one condition no change occurs m If you want to remove all of the conditions from the search query click Clear Filter All of the rows except the first row are deleted and the first row is reset to the default value 3 When you are done creating your search query click Find A list of contact lists that match all of the conditions appears Deleting a Contact List To delete a contact list 1 Choose Cisco Unified Presence Settings gt Contact Lists The Contact Lists page appears Figure 83 2 If necessary search for the contact list you want to delete For instructions see Finding a Contact List on page 179 3 Select the check box that corresponds to the contact list you want to delete then click Delete Selected The selected contact list is no longer displayed in the list of contacts However the actual deletion is not performed until you c
17. 2 Click Reset The original icon is displayed in the button list 3 When you are finished click Apply to save your changes 68 April 22 2014 User Interface Show Data Fields The Show Data Fields tab Figure 29 configures the data fields that appear in the contact appearance pane in Agent Desktop and CAD BE and enables you to rename data fields It also allows you to enable disable incrementing duration fields in CAD BE Figure 29 Show Data Fields tab Toolbar Show Data Fields Miscellaneous Browser Setup Remote Access Toolbar Show Data Fields Miscellaneous Browser Setup Show these fields in this order Available fields Show these fields in this order Available fields Original Called Original Calling Original Called MV Show duration CAD Agent version CAD BE Agent version NOTE Agent Desktop and CAD BE agents must log out exit and log in again for changes to take effect Configuring and Renaming Data Fields The left pane displays the fields that appear in Agent Desktop and CAD BE The right pane displays the available fields NOTE The left pane must contain at least one field To configure data fields 1 Use the left and right arrows to move the available fields between the left and right panes and the up and down arrows to set the left to right order in which the fields will appear 2 Click Apply to save your changes April 22 2014 69 Cisco Desktop Adminis
18. 53 Creating Wrap up Data Descriptions 54 Assigning Wrap up Data Descriptions 56 Enabling or Disabling Wrap up Data 56 Automatic State Changes 57 m Work Flow Groups 58 Maintaining Work Flow Groups 59 m Enterprise Data 61 Data 61 Call Activity 62 m CAD CAD BE and IP Phone Agent 64 CAD Agent 64 Contents CAD BE Agent 64 IP Phone Agent 64 m User Interface 65 Toolbar 65 Adding and Removing Toolbar Buttons 65 Adding the Cisco Unified Outbound Dialer Toolbar 66 Associating Actions with Task Buttons 66 Changing a Task Button s Hint 67 Customizing Button Icons 67 Show Data Fields 69 Configuring and Renaming Data Fields 69 Show Duration 70 Miscellaneous 71 Browser Setup 72 Enabling the Integrated Browser 73 Enabling Access to Other Websites 73 Enabling Hyperlink Dialing 74 Configuring the Number of Browser Tabs 74 Enabling Popups to be Displayed in a New Window 75 Setting Up the Home Page 75 Setting Up Work Sites 75 Remote Access 6 IPC Make Call Action 78 IPC High Priority Chat Action 78 IPC Record Action 79 IPC Agent Notification Action 79 IPC Set Variable Action 80 m Voice Contact Work Flows 81 Creating a Voice Contact Work Flow 82 Setting Up a New Voice Contact Classification 83 Setting Up a New Work Flow 84 Data Field Conditions 85 Wild Card Searches 87 Modifying a Voice Contact Work Flow 87 Contents Voice Contact Work Flows and Outbound Dialer 88 Deleting a Voice Contact Work Flow 88 m E Mail Contact Wor
19. Agent Notification l e a COE rey a aa O eee eae me f t raserna ewe t 1 1 ames E met tt 1 1 1 way t t 1 1 t x indicates the action is available indicates the action is not available April 22 2014 97 Cisco Desktop Administrator User Guide Adding a New Action To add a new action 1 Access the Voice Contact Work Flow or Agent Management Work Flow window 2 Select the event to be associated with the new action 3 Under the Actions pane click Add The Select Action dialog box appears Figure 43 Figure 43 Select Action dialog box Select Action Delay Action Agent Notification Set Enterprise Data Action Utility Action IPC Action HTTP Action CallContol Agent State Timer Action Run Macro Launch Extemal Application PopCallingCalled Coo Test 4 Choose the tab for the type of action you want to associate with the event 5 If the action already exists select it and then click Add Action If the action does not yet exist click New and follow the instructions for setting up that type of action as outlined below 6 Click Add Action The Select Action dialog box closes and you return to the Work Flow window The new action is listed in the Actions pane 98 April 22 2014 Editing an Action Actions To edit an action Al 2 3 In the Work Flow window select the appropriate event and then select the action
20. CAD BE Agent version Enabling the Integrated Browser You can enable disable the integrated browser in Agent Desktop CAD BE by selecting or clearing the Enable Integrated Browser check box at the bottom of the Browser Setup tab Enabling Access to Other Websites You can enable disable an agent s access to other websites by selecting or clearing the Allow Address Editing check box When selected the Address field appears in the integrated browser window and agents can enter the URL of a website they want to view When disabled the Address field does not appear in the integrated browser window April 22 2014 13 Cisco Desktop Administrator User Guide Enabling Hyperlink Dialing You can enable disable dialing of phone numbers on websites displayed in the Agent Desktop integrated browser by selecting or clearing the Enable Hyperlink dialing check box NOTE The Enable Hyperlink dialing option is not available for CAD BE When enabled CAD agents can dial phone numbers that are displayed as a hyperlink on a web page by clicking on the phone number When clicked the phone numbers are dialed using the agent s phone Phone numbers must conform to the following rules in order to become hyperlinks m The phone number must be 10 digits long and use the North American dial string format lt area code gt lt exchange gt lt subscriber number gt m The phone number can have parentheses around the area code and use any combinat
21. CM IM and Presence Administration and viewing User Management gt End User Ensure there is a check in the Licensed IM and Presence column for each user To configure the Unified Presence cluster 1 Choose Cisco Unified Presence Settings gt Cisco Unified Presence Cluster Settings The Cisco Unified Presence Cluster Settings page appears Figure 82 Figure 82 Cisco Unified Presence Cluster Settings page leah Cisco Desktop Administrator Cisco Desktop Administrator v iGo cIiScCO For Cisco Unified Communications Solutions k save al Help Settings Cisco Unified Presence Settings gt Cisco Unified Presence Cluster Settings Cisco Unified Presence Cluster Configuration Enable Cisco Unified Presence Integration o Version Select Publisher Host IP Address Verify Presence User Login ID Password Subscriber Host IP Addresses i Delete Add Another 2 Complete the fields as described below Enable Cisco Status of communication between supervisors and Unified Presence agents and non agents Integration 176 April 22 2014 Configuring the Cisco Unified Presence Cluster Version of Cisco Unified Presence Publisher Hostname or IP address of Unified Presence server Host IP Address the publisher if you have a Unified Presence cluster Presence User The Unified Communicator user ID of a user who can Login ID log in to Unified Communicator and who appears in the same LDAP or Active Directory as th
22. Configuring a CSQ 207 m Configuring Templates 211 Adding a Template 211 Copying a Template 213 Deleting a Template 214 VU 8 CAD Configuration Setup 215 m Introduction 215 m Configuring CAD Configuration Setup Settings 216 MO Index 219 se Contents Oc ee Preface Introduction Cisco Desktop Administrator consists of two parts m Desktop based Cisco Desktop Work Flow Administrator m Web based Cisco Desktop Administrator Cisco Desktop Work Flow Administrator enables you to configure the following m Dial strings m Phone book m Reason codes m Wrap up data m Work flow groups Cisco Desktop Administrator enables you to configure the following m Services Configuration m Personnel m Cisco Unified Presence Settings m Agent E Mail Settings m CAD Configuration Setup NOTE Desktop Work Flow Administrator is not supported if installed on a virtual private network VPN desktop April 22 2014 11 Cisco Desktop Administrator User Guide What s New In This Release m Support for Internet Explorer 9 m Support for Java Runtime Environment JRE 1 7 0 Update 51 for Agent Desktop CAD BE and Supervisor Desktop m Support for Cisco Unified Call Manager 9 1 1 and 10 0 m Support for Cisco Unified Presence Server 9 1 and 10 0 Desktop Administrator Feature Levels 12 There are three versions of Desktop Administrator Standard Enhanced and Premium The following chart outlines the features available in
23. Configuring a Default Monitor Service 165 Assigning Phone Devices to a Specific VolP Monitor Service 166 Removing a VoIP Monitor or Recording amp Playback Service from Directory Services 166 m Synchronizing Directory Services 169 m Releasing the Desktop Administrator Lock 170 sj Contents ee 5 Personnel Configuration 171 m Introduction 171 m Configuring Agents 172 Changing an Agent s Work Flow Group 172 ee 6 Cisco Unified Presence Settings 173 m Introduction 173 m Configuring the Cisco Unified Presence Server 174 Configuring an Inbound Access Control List 174 Configuring the CAD Client Type 174 m Configuring the Cisco Unified Presence Cluster 176 m Configuring Contact Lists 178 Creating a Contact List 178 Finding a Contact List 179 Deleting a Contact List 180 Editing a Contact List 180 Adding SMEs to a Contact List 182 Finding SMEs 183 m Configuring External Contacts 187 Adding External Contacts 187 Finding an External Contact 189 Editing an External Contact 190 Deleting an External Contact 190 m Configuring Work Flow Groups 192 Finding a Work Flow Group 192 Adding a Contact List to a Work Flow Group 193 Selecting Agents to Appear Offline 195 m Configuring Supervisor Chat and Team Messages 196 ej Contents MU T Configuring Agent E Mail 197 m Introduction 197 Prerequisites 197 Overview 197 m Configuring Global Settings 199 m Configuring Contact Service Queue Settings 206 Finding a CSQ 206
24. Data node NOTE The agent applications must be restarted for any enterprise data variable or layout changes you make to go into effect The Field List displays both the predefined fields available for your switch type and the custom fields you create Predefined fields have index numbers of 200 255 Only the display name of these fields is editable with the exception of field 252 whose display name and field name can be edited Note that when you click the Select All button these fields are not selected Custom fields have index numbers of 0 199 and are editable NOTE If you edited default Enterprise data fields or layouts then your changes will be lost after an upgrade except for the fields Call Variable 1 10 The default fields will revert back and must be re configured after an upgrade However any custom fields that you created will remain after an upgrade Creating a Custom Field To create a custom field 1 Choose Services Configuration gt Enterprise Data gt Fields The Field List page April 22 2014 appears Figure 72 Figure 72 Field List page are Cisco Desktop Administrator Cisco Desktop Administrator v Eco cisco For Cisco Unified Communications Solutions Settings Services Configuration gt Enterprise Data gt Fields Search For Field Name Begins With g Field List a Field Name Display Name Expanded Call Context ECC Field Index ANI ANI No 255 BAAccountNumber BAAccountNumbe
25. Format tab To configure the telephone number display m Enter data and select or clear the appropriate check boxes and radio buttons on the Telephone Number Display tab as desired and then click Apply to save your changes April 22 2014 37 Cisco Desktop Administrator User Guide Phone Number Format Tab The Phone Number Format tab Figure 12 enables you to establish the format for phone numbers that do not follow the North American dial string format You can also set the maximum number of digits in an internal phone extension You can establish as many formats as you want as long as each one has a unique total length Figure 12 Phone Number Format tab Telephone Number Display Phone Number Format Miscellaneous Masmum number of digits for internal extension 4 City Code Length Subscnber Code Length Edit Delete Use North American Dial String Formatting Use Variable Length Dial String Formatting Apply To add a new phone number format 1 Click Add The Add City Subscriber Code Lengths dialog box appears 2 Enter the number of digits in the city code and the subscriber code and then click OK The numbers you entered are displayed in the phone number format pane along with the calculated total length of the format You cannot enter another format with the same total length 3 Click Apply 38 April 22 2014 Dial Strings The new phone number format is saved To edit a phone number for
26. In the User Interface window select the Toolbar tab 2 Inthe Outbound Dialer Mode section select the Direct Preview check box Figure 71 The appropriate buttons are enabled in the button selection pane NOTE Instead of selecting the Direct Preview check box and enabling all Outbound Dialer buttons you can configure selected Outbound Dialer toolbar buttons to appear on the Agent Desktop interface See Adding and Removing Toolbar Buttons on page 65 for more information NOTE The Accept and Cancel Reservation buttons are required for CAD to function with Outbound Dialer and must not be disabled If you disable them an error message System Error To correct this problem please see your administrator will be displayed 3 Click Apply to save your changes The Outbound Dialer toolbar will now appear on the Agent Desktop interface April 22 2014 143 Cisco Desktop Administrator User Guide Figure 71 User Interface toolbar tab Toolbar Show Data Fields Miscellaneous IPPA Browser Setup Name Accept F Hold Hold U v Visible ES Conference Confere Accept ie Transfer Transte JI TouchTones Touch LoginL 4 Ready Not Rez Work C Task Task z a Customize Icon Outbound Dialer Enterprise Data 144 Whenever an agent receives an Outbound Dialer call the agent will see Outbound Dialer enterprise data Unified CCX automatically uses the Outbound Dialer enterprise
27. Last Name Schmidt First Name Carly URI schmic p1 rd id Phone Number 555 555 555 3 Complete the fields as described below Last Name Optional Maximum of 128 characters No restrictions on the characters that can be entered First Name Optional Maximum of 128 characters No restrictions on the characters that can be entered URI Uniform Resource Indicator Required No restrictions on the length or characters that can be entered Phone Optional No restrictions on the length or characters that Number can be entered 4 Click Save to save your changes The external contact is added NOTE After you click Save you cannot edit the URI field If you want to change the URI of an existing external contact you must delete the external contact and create a new external contact with the new URI 5 If you want to create additional external contacts who have similar information click Copy edit the fields as needed then click Save 6 When you are finished adding an external contact click Return to External contact list 188 April 22 2014 Configuring External Contacts Finding an External Contact NOTE Searches are not case sensitive For example if you type a lowercase letter s in a search field the results will include all items that begin with the lowercase letter s and the uppercase letter S To find an external contact user April 22 2014 1 Choose Cisco Unified Presence Settings
28. Marketing West Contact List Information Contact List Name Marketing Contact List Description Marketing West Search For Included v True v Inchuded _ True Find Gear Fiter_ amp Subject Matter Expert List Last Name First Name URI Included KA 4 Goto 1 of 1b Results Per Page 4 10 April 22 2014 Configuring Contact Lists 4 Select either Last Name or First Name from the field drop down list and a descriptor from the drop down list then type one or more characters in the search field Figure 89 Figure 89 Search query with two conditions E PO A Cisco Desktop Administrator cisco For Cisco Unified Communications Solutions save copy 3 Heip Settings Cisco Unified Presence Settings gt Contact Lists gt Marketing West Cisco Desktop Administrator Contact List Information Contact List Name Marketing Contact List Description Marketing West Search For Included False Last Name Begins With car Clear Filter J Subject Matter Expert List Last Name First Name URI Included Md Goto 1 of i gt Results Per Page 4 10 gt NOTE You can also leave the Last Name and First Name fields blank in order to find all SMEs or all SMEs who fit your other search criteria If the search returns more than 500 results only the first 500 will be displayed 5 If necessary complete any of the following actions m f you want to add another condition to the searc
29. Modify Click Save The agent or agents are now assigned to the specific work flow group NOTE If a recently added work flow group does not appear in the drop down list or a recently deleted work flow group does appear in the drop down list refresh the page by clicking the Personnel gt Agents link again NOTE If an agent s team assignment is changed the change does not go into effect until the CAD desktop applications are restarted April 22 2014 Cisco Unified Presence Settings Introduction The Cisco Unified Presence Settings node in Desktop Administrator gives administrators the ability to integrate Cisco Unified Presence with CAD Integrating Unified Presence with CAD makes it possible for Supervisors using Supervisor Desktop and agents using Agent Desktop to view the availability of non agents using Cisco Unified Personal Communicator or Microsoft Office Communications Server MOCS This feature enables supervisors and agents to initiate chat sessions with subject matter experts SMEs who can provide information that can help agents assist customers more quickly and effectively For more information about Cisco Unified Presence see the description at the following URL http www cisco com en US products ps683 7 index htm Integrating a Unified Presence cluster with CAD consists of the following tasks m Configuring the Cisco Unified Presence Server page 174 m Configuring Contact Lists page 178 m Conf
30. Password The Change Password dialog box appears 3 Enter your old password a new password and your new password again to confirm it and then click OK The password is now changed You must restart Desktop Work Flow Administrator for the change to go into effect Deleting a Password When you remove the password from Desktop Work Flow Administrator you automatically reset the password in Desktop Administrator to the default value which is blank To remove password protection 1 Inthe left pane select the Call Center 1 node 2 From the menu bar choose Setup gt Change Password The Change Password dialog box appears 3 Enter your old password leave the New password and Confirm password fields blank and then click OK 4 You are asked to confirm that you want to leave Desktop Work Flow Administrator unprotected Click Yes The password is removed You must restart the application for the change to go into effect Client Applications User IDs and passwords are administered in Unified CM for the following applications m Cisco Agent Desktop m Cisco Agent Desktop Browser Edition m Cisco Supervisor Desktop m Cisco IP Phone Agent The user s password is verified on the CTI server when a user starts the application April 22 2014 25 Cisco Desktop Administrator User Guide Synchronizing Directory Services 26 The Directory Services database should be synchronized with the master Unified CCX agent database T
31. _Add New Seietan Clearan Delete Selected Hd 4 Goto 1 of 1 gt D Results Per Page 4 10 gt Save 189 Cisco Desktop Administrator User Guide Editing an External Contact To edit an external contact 1 Choose Cisco Unified Presence Settings gt External Contacts The External Contacts page appears Figure 91 If you do not see the external contact you want to edit use the search function to find the contact For instructions see Finding an External Contact on page 189 Select an external contact by clicking the user s last name The page for the specific external contact Figure 94 Figure 94 External Contact page specific user ihih Cisco Desktop Administrator Cisco Desktop Administrator v goco ciSCO For Cisco Unified Communications Solutions led save coy lt a Help Settings Cisco Unified Presence Settings gt External Contacts gt Schmidt External Contact Information Last Name Schmidt First Name Carly URI schmic p1 rd id Phone Number 555 555 555 Change the user s last name first name or phone number by typing new information in the corresponding field When you are finished making changes click Save then click Return to External Contacts list Deleting an External Contact To delete an external contact 1 190 Choose Cisco Unified Presence Settings gt External Contacts The External Contacts page appears Figure 91 If necessary search for the
32. agent state to associate with an event Agent State actions can be associated only with Answered and Dropped events The only valid agent states are Login Logout Ready Not Ready and Work To set up an Agent State action 1 Set up a new action See Adding a New Action on page 98 The Select Action window appears 2 Select the Agent State tab and then click New The Agent State Action Setup box appears Figure 49 Figure 49 Agent State Action Setup dialog box Agent State Action Setup Action Name ChangeT of ead Agent State Control Ready cae 3 Enter a name for the action select the agent state control from the drop down list and then click OK Automated Reason Codes for Agent State Changes You can enable automated reason codes when you set up an agent state action for transitioning to Logout or Not Ready If you enable automated reason codes the agent does not have to choose the appropriate reason code when an agent state action to transition to Logout or Not Ready is triggered To enable automated reason codes 1 Set up a new Agent State action see Agent State Action on page 105 or edit an existing Agent State action see Editing an Action on page 99 April 22 2014 105 Cisco Desktop Administrator User Guide 2 3 4 5 106 In the Agent State Action Setup dialog box enter a name for the action select either AgentNotReady or AgentLogout from the Agent State C
33. assign to a VolP Monitor server For instructions see Using the Search Function on page 150 Select the Selected check box for the device then select the desired VolP Monitor service from the Monitor Service drop down list m To assign multiple devices select the Selected check boxes for each device then select the desired VolP Monitor service from the drop down list field above the list of devices and then click Modify Click Save The device or devices are now assigned to the specific VolP Monitor service NOTE You must restart an agent s Agent Desktop client after making changes to the monitoring type of that agent Removing a VoIP Monitor or Recording amp Playback Service from Directory Services The Remove VoIP Recording Playback Services page enables you to remove a VoIP Monitor service or Recording amp Playback service from Directory Services and unregister it from the LRM service Remove these services only if you intend to uninstall or already have uninstalled the VoIP Monitor service or Recording amp Playback service permanently The Remove option enables you to clean up Directory Services 166 April 22 2014 Configuring Desktop and Server Monitoring and Recording To remove a VoIP Monitor or Recording amp Playback service from Directory Services 1 Choose Services Configuration gt Multiline Monitoring amp Recording gt Remove VoIP Recording amp Playback Services The Remove VoIP Recording
34. data layout OODefault which contains all the Outbound Dialer enterprise data variables instead of the regular default layout The Outbound Dialer enterprise data variables are listed in Table 17 Table 17 Cisco Outbound Dialer enterprise data variables BADialedListID 203 Required in order for the Skip function to work April 22 2014 Cisco Unified CCX Outbound Preview Dialer Table 17 Cisco Outbound Dialer enterprise data variables BAStatus 205 Required for all dialing modes BATimeZone 206 Required for all dialing modes in order for the Callback function to work A a NOTE Ifa call is part of a Direct Preview dialing mode campaign the first letter in the BAStatus field entry is a D when the dialer puts the agent in the reserved state and a C when the agent is connected to a customer If the BAStatus field is blank all Outbound Dialer buttons are disabled This might be the result of a communication or configuration problem You can edit the OODefault layout if you want to change which variables are displayed For instructions on editing layouts see Creating a Custom Layout on page 158 April 22 2014 145 Cisco Desktop Administrator User Guide Cisco Unified CCX Web Chat Cisco Unified CCX Web Chat is a Unified CCX feature that enables agents to chat with customers and supervisors to review agent and team chat reports For more information about configuring Unified CCX Web Chat for use with CAD
35. e Oooo i ee Example of an HTTP Request To illustrate how to create a basic HTTP request we will write a request that uses the Google search engine to search the web for Cisco Systems To learn what value names and values go into the Google search 1 Open your web browser and navigate to www google com 114 April 22 2014 Actions 2 Type Cisco Systems in the search field and then click Google Search The address bar shows the HTTP request we will create in Desktop Work Flow Administrator Figure 56 Figure 56 Google search results page 4 Google Search Cisco Systems Microsoft Internet Explorer File Edit View Favorites Tools Help k Bak Q9 x a A Ts Search gr Favorites 4 R a lane eal a Belen amp http www google com search ie UTF 880e UTF 8 amp sourceid gd amp iq Cisco SystemsSwxob 0 w Gio Web Images Groups News Froogle Local Desktop more j Google Cisco Systems Search a d Web Results 14 l 4 Cisco Systems Inc Cisco CSCO is the leading supplier of networking equipment amp network management for the Internet Products include routers hubs ethernet a H ar El _ EE as G ih ha va 7 ed Ta wga cisco comigSk Jun 18 gpa ned gmaila pagan u na ae 3 The Address bar shows this string www google com search ie UTF 8 amp 0e UTF 8 amp sourceid gd amp q Cisco Systems amp wxob 0 The portion of the string before the question mark is the host and the
36. external contacts that you want to delete For instructions see Finding an External Contact on page 189 April 22 2014 Configuring External Contacts 3 Select the check box corresponding to one or more external contacts then click Delete Selected The selected external contacts are no longer displayed in the list of external contacts However the actual deletion is not performed until you click Save April 22 2014 191 Cisco Desktop Administrator User Guide Configuring Work Flow Groups Use the Work Flow Groups node to add the contact lists that you create to work flow groups You can assign up to 25 contact lists to a work flow group For the limits on the number of SMEs in a contact list see Configuring Contact Lists on page 178 NOTE You cannot create work flow groups or assign work flow groups to agents in Desktop Administrator You must create and assign work flow groups in Desktop Work Flow Administrator Use the Work Flow Groups node to complete the following tasks m Finding a Work Flow Group page 192 m Adding a Contact List to a Work Flow Group page 193 m Selecting Agents to Appear Offline page 195 Finding a Work Flow Group NOTE Searches are not case sensitive For example if you type a lowercase letter s in a search field the results will include all items that begin with the lowercase letter s and the uppercase letter S To find a work flow group 1 Choose Cisco Unified Pres
37. is blank NOTE Assign a static extension to an extension mobility device to make administration easier NOTE For information on how to configure Remote Monitoring refer to the Configure Remote Monitoring application section of the Cisco Unified CCX Administration Guide Enabling Desktop Monitoring 164 When desktop monitoring is enabled software on the agent desktop handles recording and monitoring requests for that agent This is possible only on desktops that are physically connected to the network through a hard IP phone or through a soft phone By default desktop monitoring is enabled for all phone devices NOTE Desktop monitoring does not function with some NIC cards that are unable to detect both voice packets and data packets in a multiple VLAN environment For more information on this issue and Suggested work arounds see the Cisco CAD Installation Guide A phone is monitored either through desktop monitoring or a VoIP Monitor service it cannot be monitored by both However a VoIP Monitor service can be a backup if the agent s desktop monitoring module fails to register with Directory Services when Agent Desktop is started April 22 2014 Configuring Desktop and Server Monitoring and Recording To enable desktop monitoring 1 Choose Services Configuration gt Multiline Monitoring amp Recording gt VoIP Monitoring Device The VoIP Monitoring Device page appears Figure 77 Figure 77 VoIP Monitoring
38. node under the Work Flow Configuration node Work flow groups phone books which are available to agents only in that specific work flow group are created and maintained using the Phone Book node under the specific work flow group s node Figure 13 Figure 13 Global and work flow phone book nodes E Locations Call Center 1 ES Work Flow Configuration 8 Dial Strings EA Phone Book Global phone book node Reason Codes Hie Wrap up Data Work Flow Groups default Enterprise Data Reason Codes ca Wrap up Data EEA Phone Book Work flow phone book node El CAD Agent E CAD BE Agent workflow z r E re gt a IP Phone Agent workflow2 40 April 22 2014 Phone Book The global Phone Book window Figure 14 left enables you to set up and manage the global phone books that are shared by all agents and to disable all phone books or just personal phone books The work flow group Phone Book window Figure 14 right enables you to set up and manage the work flow group phone books that are shared by agents in specific work flow groups Phone books and phone book entries are created and maintained in the Phone Book Editor dialog box see Creating Phone Books on page 42 Figure 14 Phone Book window F Disable all phone books F Disable personal phone book Phone Books Phone Books ABC Company v J Filter Edit Group Phone Book v Filter Edit Filter Filter First Name v
39. path After that all the request data is listed separated by ampersands amp www google com search Request Data ie UTF 8 oe UTF 8 sourceid gd q Cisco Systems wxob O April 22 2014 115 Cisco Desktop Administrator User Guide To create the HTTP request 1 Complete the HTTP Actions Setup dialog box with the information you gathered from the manual Google search Figure 57 Figure 57 Google search information entered in the HTTP Action Setup dialog box HTTP Action Setup Action Name Googles earch UAL Protocol http F Method GET F Host www google com Fort E Fath Browser Tab HTTP Web Browser Tab 1 Request Data Value Value Type Test Data UTF 8 UserDefined UTF 8 UserDefined sourceid gd UserDefined q Cieco S ystems UseDefined weob 0 UseDefined Preview http iw google com 80 search ie U T F 8toesL T F Bksourceid gdigq Cisco478 Syste mskweob Preview OF Cancel The values are all user defined The value name is on the left side of the equal sign and the value is on the right side of the equal sign Note that Google inserted a plus sign between the words Cisco and Systems in the request string You do not need to include that character in the HTTP Request Data dialog box Desktop Work Flow Administrator will add an acceptable string to indicate the space between the words 2 After you have entered the request data click Preview to view the res
40. popups are displayed as new tabs in the integrated browser NOTE If popups are enabled an administrator cannot control the resulting Internet Explorer window The agent might be able to gain full navigational control of the resulting browser window including the address bar Setting Up the Home Page A home page is the website that appears in the integrated browser when Agent Desktop or CAD BE is started The default website is www cisco com If no home page is configured the default is deleted the integrated browser tab is blank To configure a home page 1 From the Browser Tab drop down list select the tab where you want the home page to appear 2 Inthe Home Page field type the web address URL of the website you want to appear by default in the integrated browser 3 Click Update 4 Repeat steps 1 through 3 for each tab as desired 5 Click Apply to save your changes The home page is set Setting Up Work Sites A work site is a website that is frequently accessed by agents to assist them in their jobs They are similar to the favorites you can set up in a web browser Work sites you set up appear in a drop down list in the agent s integrated browser When the agent selects a work site from the list it is displayed in the integrated browser window This allows the agent quick access to the site without having to type its address in the optional Address field To add a work site 1 In the Site Name fi
41. refer to the Cisco Unified CCX Administration Guide available at http www cisco com en US products sw custcosw ps1846 tsd_products_ support_series_home html 146 April 22 2014 Getting Started with Desktop Administrator Introduction Desktop Administrator enables you to configure the following CAD elements April 22 2014 Services Configuration enterprise data multi line calls monitoring and recording and synchronize directory services Personnel agents Cisco Unified Presence Settings Cisco Unified Presence Cluster Settings Contact Lists External Contacts Work Flow Groups Agent E Mail Settings Global Settings Contact Service Queue Settings Templates CAD Configuration Setup 147 Cisco Desktop Administrator User Guide Accessing Desktop Administrator You can launch Desktop Administrator by one of these methods m Launching Desktop Work Flow Administrator m Accessing the Cisco Desktop Administrator URL m Accessing the Unified CCX Administration Authentication page to launch Desktop Administrator The credentials for accessing Unified CCX Administration and launching Desktop Administrator are the same This allows you to launch Desktop Administrator from the Unified CCX Administration Authentication page without logging in again NOTE Only one person at a time can make changes in Desktop Administrator Until a user logs out or until that user s login times out
42. supports two commands start and stop lt xml version 1_ 0 2s lt IPC Receive Event Message gt lt IPCActions gt lt TPCRECGOrdAct 1o0n gt lt ActionName gt IPC Record Action lt ActionName gt lt Command gt start lt Command gt lt DisplayError gt true lt DisplayError gt lt IPCRecordAction gt lt IPCActions gt IPC Agent Notification Action For the IPC Agent Notification action to be successful the agent must be logged in The message sent to Agent Desktop must conform to this XML format Bold text indicates a variable that must be replaced with your own values lt xml version 1 0 gt lt IPC Receive Event Message gt lt I PCACETVOnSs gt lt IPCAgentNotificationAction gt lt ActionName gt IPC Agent Notification Action lt ActionName gt lt MessageText gt Go to Not Ready state lt MessageText gt lt IPCAgentNotificationAction gt lt IPCActions gt April 22 2014 19 Cisco Desktop Administrator User Guide IPC Set Variable Action For the IPC Set Variable action to be successful the agent must be logged in The IPC Set Variable action receives data values for example Cisco Outbound Dialer variables prefixed with BA from a third party application in UDP format The action sends these data values to the CTI server All variables ECC variables call variables and Outbound Dialer variables can be set with this action The message sent to Agent Desktop must conf
43. the following can occur m The devices will be monitored by the default VoIP Monitor service if one is configured m The devices will be monitored by desktop monitoring if Enable is selected in the Desktop Monitoring drop sown list for each device m The devices will be Unmonitored April 22 2014 167 Cisco Desktop Administrator User Guide If devices become unmonitored search for them on the VoIP Monitor Devices page and reassign them to the default monitor a specific monitor or enable desktop monitoring To restore a removed service to Directory Services 1 Start the removed service m If you uninstalled the service reinstall it See the Cisco CAD Installation Guide for information on installing CAD services m f you have not uninstalled the service stop the service and then restart it using the Cisco Unified CCX Application Administration 2 In Desktop Administrator click the VoIP Monitoring Device node again The refreshed page shows that the service is restored to the list of available services 168 April 22 2014 Synchronizing Directory Services Synchronizing Directory Services The Directory Services database should be synchronized with the master Unified CCX agent database The databases are synced automatically whenever the master Unified CCX database changes However you can manually sync them with the Synchronize Directory Services command NOTE You can also synchronize Directory Services manually f
44. the selected location The file name is the name of the phone book with the CSV file extension April 22 2014 47 Cisco Desktop Administrator User Guide Reason Codes 48 Reason codes describe why an agent has changed to the Not Ready agent state or has logged out A maximum of 999 reason codes can be set up for CAD and CAD BE IP Phone Agent has a limit of 100 reason codes Global reason codes which are available to all agents are assigned using the Reason Codes node under the Work Flow Configuration node Work flow group reason codes which are available only to agents in that specific work flow group are assigned using the Reason Codes node under the specific work flow group s node Figure 18 Figure 18 Global and work flow Reason Codes nodes Locations Call Center 1 sea Work Flow Configuration 8 Dial Strings EE Phone Book nesant odas Global reason code node f Wrap Up Daka W work Flow Groups default Enterprise Data Reason Codes Work flow reason code node ca Wrap up Data Eel Phone Book El CAD Agent E CAD BE Agent workflow 7 Ba IP Phone Agent workflow Reserved reason codes identified by Reserved List after the description are predefined in Directory Services and cannot be created or deleted There are also Unified CCX generated reason codes that are entered when an agent is automatically put in the Not Ready or Logout state For instance when a
45. up data descriptions which are available to agents only in that specific work flow group are created and assigned using the Wrap up Data node under the specific work flow group s node Figure 20 Figure 20 Global and work flow wrap up data nodes J Locations Call Center 1 Ie Work Flow Configuration 24 Dial Strings EE Phone Book Reason Codes ii Wrap up Data Global wrap up data node BE Work Flow Groups default Enterprise Data Reason Codes l Wrap up Data Work flow wrap up data node E8 Phone Book El CAD Agent E CAD BE Agent Ba IF Phone Agent H Workflow Workflow n April 22 2014 53 Cisco Desktop Administrator User Guide In Agent Desktop CAD BE and IP Phone Agent the agent selects the appropriate wrap up data description at the beginning of the wrap up work time for a call or sent e mail When creating wrap up data descriptions follow these guidelines m Descriptions can consist of up to 39 alphanumeric characters No punctuation or other characters are allowed NOTE For Chinese Japanese and Korean localized sites descriptions might not appear correctly in IP Phone Agent due to the phone limitations on multi byte characters m Duplicate descriptions are not allowed Creating Wrap up Data Descriptions You can create and modify wrap up data descriptions on both the global and work flow group level To create a wrap up data description 1 Select the global or
46. want to remove all of the conditions from the search query click Clear Filter All of the rows except the first row are deleted and the first row is reset to the default value When you are finished creating your search query click Find A list of work flow groups that match all of the conditions appears Adding a Contact List to a Work Flow Group To add a contact list to a work flow group April 22 2014 1 Choose Cisco Unified Presence Settings gt Work Flow Groups The Work Flow Groups page appears Figure 95 If necessary search for the work flow group to which you want to add a contact list For instructions see Finding a Work Flow Group on page 192 193 Cisco Desktop Administrator User Guide 3 Select a work flow group by clicking the name of the group The page for the selected work flow group appears Figure 96 Figure 96 Specific work flow group page Cisco Desktop Administrator Cisco Desktop Administrator alial cisco For Cisco Unified Communications Solutions save lt a ed nei Settings Cisco Unified Presence Settings gt Work Flow Groups gt default Search For Contact List Name Begins With Fina clear Fater_ C Contact List Manufacturing o Marketing o Operations o R amp D o Sales P hoo O Team 01 a i Team 02 o M44 Goto of i gt D Results Per Page 4 10 gt 4 If necessary search for the contact lists you want to add to the
47. work flow group Wrap up Codes node in the navigation tree to display the Wrap up Codes window Figure 21 Figure 21 Wrap up Data window Available Wrap up Descriptions Global Wrap up Descriptions Available Wrap Up Data Global Wrap Up Data Acme Products customer support Customer followup Smith Bros customer support Log customer call Jones Inc customer support Log customer call Customer followup Smith Bros customer support gt jon Work Flow Wrap Up Data Acme Products customer support Jones Inc customer support Lt Le Modify List V Enable Wrap Up Data V Enable Automatic State Change EA Global level Work flow group level 54 April 22 2014 Wrap up Data 2 Click Modify List to display the Wrap up Data Editor dialog box Figure 22 Figure 22 Wrap up Data Editor dialog box Wrap Up Data Editor Description Delete Wrap Up Data roducts customer support Customer followup Jones Inc customer support Log customer call Smith Bros customer support 3 Type the new wrap up data description in the Description field and then click 4 Add The wrap up data description is added to the Wrap up Data list Click OK close the dialog box and then click Apply to save your changes To edit a wrap up data description 1 oa i April 22 2014 Select the global or work flow group Wrap up Data node in the navigation tree to display the Wrap up Data window
48. you want to edit from the Actions pane Click Edit The edit dialog box for that action appears Make your changes and then click OK The action is now changed Deleting an Action To permanently delete an action you must first delete it from any event it is associated with and then delete the action itself To permanently delete an action i OY ae ee In the Work Flow window select each event If the action you want to delete is associated with that event select the action in the Action pane and then click Delete to remove it from that event The action is now removed from all events Under the Actions pane click Add The Select Actions dialog box appears Choose the appropriate tab and then select the action you want to delete Click Delete The action is deleted Click Close The Select Action dialog box closes and you return to the Work Flow window Importing and Exporting Actions You can export actions associated with a specific work flow group and import them to other work flow groups The actions are exported to any location you choose locally or on a network drive NOTE If you export actions to the default location C Program Files Cisco Desktop config Action they will be lost in the event that a client desktop is reinstalled To avoid this choose a location other than the CAD installation directory The actions you export can also be imported by other instances of Desktop Work Flow Administrator belo
49. 2 Changing an Agent s Work Flow Group 172 1 Choose Personnel gt Agents The Agents List page appears Figure 81 2 Figure 81 Agents List page alln Cisco Desktop Administrator Cisco Desktop Administrator Eco cisco For Cisco Unified Communications Solutions le save l nei Settings Personnel gt Agents Search For Last Name Begins With Agent List Set Work Flow Group for selected rows to default Selected a Last Name First Name Login ID Team Work Flow Group go 6921 rt rt6921 Default default g Almquist 2281 Default default 0 Baker Scott bakers Default default go Bendickson Mike bendicm Default default oO Bonser Boof bonserb Default default Brezinski Tom brezint Default default a Brezinski2Brezinski2 Tom2 brezint2 Default default Bunkowske Mark bunkowm Default default 0 cupsAgentsm 5159 Default default Oo cupsAgentMisra 5153 Default default 44 Goto 1 of 14 gt P Results Per Page 4 10 gt If necessary search for the agent you want to assign to a work flow group For instructions see Using the Search Function on page 150 Select the Selected check box for the agent then select the desired work flow group from the Work Flow Group drop down list field m To assign multiple agents to a work flow group select the Selected check boxes for each agent then select the desired work flow group from the drop down list field above the list of agents and then click
50. 64 characters long April 22 2014 59 Cisco Desktop Administrator User Guide If you want to copy an existing work flow group select the Copy the following work flow group check box and choose a work flow group from the drop down list 4 Click OK The new work flow group appears in the Navigation pane The new work flow group has the same setup as the default work flow group To delete an existing work flow group 1 Inthe Navigation pane choose the work flow group you want to delete 2 From the menu bar choose File gt Delete You are warned that all agents belonging to the work flow group you want to delete must be reassigned to other work flow groups Click Yes to confirm the deletion or No to cancel it If you do not reassign the agents you will not be able to delete the work flow group 3 Click OK to close the dialog box To rename a work flow group 1 Add a new work flow group Name the new work flow group with the name you want the existing work flow group to be renamed Select the Copy the following work flow group check box and select the existing work flow group from the drop down list 2 Delete the old work flow group 60 April 22 2014 Enterprise Data Enterprise Data The Enterprise Data window enables you to m Configure Agent Desktop so that agents in the selected work flow group can edit enterprise data m Set thresholds for call duration at a particular type of device while a c
51. 8 The Select Action window appears Select the Delay Action tab and then click New The Delay Action Setup dialog box appears Figure 53 Figure 53 Delay Action Setup dialog box Delay Action Setup Action Name Delay fin ms 0 Process Events During Delay Enter the following information m Aname for the delay action m The length of delay time in milliseconds m Select the Process Events During Delay check box if you want events to be processed in the background during the delay period Click OK 109 Cisco Desktop Administrator User Guide HTTP Action This action is available to Agent Desktop agents at the Premium level Post and Get and to CAD BE agents at the Enhanced and Premium levels Get only HTTP actions enable an agent to use call based data to interact with a website or a web application in the Integrated Browser window For example an HTTP action can be set up so the enterprise data of an incoming call is used to retrieve a customer record and display it in the Integrated Browser NOTE For more information on HTTP requests and the HTTP protocol in general see the website of the World Wide Web Consortium www w3 org NOTE Keep in mind that a URL including arguments is limited by the HTTP service to a maximum of 2075 characters If you create an HTTP action that results in a URL longer than that it will not work correctly To set up an HTTP action 1 Set up a new action See
52. Action Setup Acton Name AutoT ransT OSUpenisor Call Control BlindT ranster Phone Humber 23 Transfer Delay ms 5000 Cancel 2 Enter the following information m Aname for the call control action m The type of action selected from the Call Control drop down list m Aphone number if required by the type of action For example for Blind Transfer enter the phone number to which a call is transferred m For Blind Transfer only a delay time in milliseconds if needed to enable the person to whom the call is transferred to answer the transferred call 3 Click OK April 22 2014 Delay Action Actions NOTE A blind conference call control action must be used in conjunction with rules If no rules are configured then the blind conference action occurs every time the event it is associated with occurs For example if you set up a blind conference action on an answered event and do not configure rules it executes on every answered call To prevent this you must set up rules that allow the action to occur only when desired such as only on incoming calls from the route point Delay actions are used to add delay time between actions in a series of actions For example the delay action can be added to a work flow that includes a series of macros that need delay time between execution of those macros To set up a Delay action 1 April 22 2014 Set up a new action See Adding a New Action on page 9
53. Agent Desktop and CAD BE activity agent ACD states and time of day The work flows follow the event rule action behavior used by voice contact work flows There is a major difference there is no initial filtering similar to the voice contact classification applied to voice contacts The Time of Day work flow can be configured only if you have the Premium package Figure 39 Agent Management Work Flows flow chart Rules For example agent management work flows could be set up as follows m Every work day at 4 30 agents receive a popup message reminding them to complete their time cards m Whenever Agent Desktop starts up Notepad is launched on the agent s desktop m Whenever an agent enters the Ready state the customer database is launched April 22 2014 91 Cisco Desktop Administrator User Guide Creating an Agent Management Work Flow The general procedure for creating an agent management work flow is as follows 1 Select the event that triggers the work flow 2 If the event is time of day set up a rule with one or more data conditions that the event must meet NOTE It is possible to set rules and conditions that are contradictory so that a work flow cannot function Desktop Administrator does not check a work flow s logic and validity If a work flow fails to operate as expected make sure that the rules and conditions you set up are logically valid 3 Set up one or more actions that will take pla
54. CD calls appear in and can be controlled through Agent Desktop and CAD BE With multi line settings enabled an agent s phone supports one ACD line and up to three non ACD lines Agents and supervisors can perform all general operations with the non ACD calls for example answering transferring and conferencing By default non ACD calls are not displayed NOTE The Display Non ACD Calls check box must be selected to configure any other non ACD call settings Monitoring amp Recording Enable Supervisor Select this check box to enable supervisor to Barge In Intercept barge in and intercept agents ACD calls Non ACD Calls Select this check box to enable supervisor to barge in and intercept agents non ACD calls 162 April 22 2014 Configuring Display Settings Monitor Record Select this check box to enable supervisor to Non ACD Calls monitor and record agents non ACD calls By default Supervisors can monitor or record agents ACD calls NOTE If you want to prevent a specific agent from being monitored and recorded you must disable Desktop Monitoring and remove any assigned Monitor service from the agent s extension on the VoIP Monitoring Device page See Configuring Desktop and Server Monitoring and Recording on page 164 for more information In this case the supervisor receives appropriate error messages when attempting to monitor or record any agent call However Agent Desktop s status bar
55. CO AND THE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITATION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and or its affiliates in the U S and other countries To view a list of Cisco trademarks go to this URL www cisco com go trademarks Third party trademarks mentioned are the property of their respective owners The use of the word partner does not imply a partnership relationship between Cisco and any other company 1110R Any Internet Protocol IP addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers Any examples command display output network topology diagrams and other figures included in the document are shown for illustrative purposes only Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental Cisco Desktop Administrator User Guide 2013 2014 Cisco Systems Inc All rights reserved o E
56. CSQs only one of the CSQs will get the e mail and therefore only a single auto response will be sent if configured for that CSQ April 22 2014 209 Cisco Desktop Administrator User Guide Response Select the template that you want to set for automatic Template response This field is enabled only if you select Send automatic response Send Type the e mail address from which automated responses responses are to be sent using E Mail Sending the automated responses from a different e mail address address prevents automatic response loops because the automated response e mail address cannot receive e mail messages Any responses sent to that e mail address will not be attended NOTE If this field is left blank CAD will use the response e mail address configured in the Settings section If that field is blank CAD will use the e mail address in the E Mail addresses that map to this CSQ section E Mail addresses that map to this CSQ The one or more e mail addresses that map to the CSQ E mail addresses are case sensitive Any e mail sent to these addresses is routed to agents assigned to the CSQ These e mail addresses are the addresses of distribution groups set up in Active Directory each of which contains only one member the e mail address set up as the Agent E Mail user in Active Directory See the Cisco CAD Installation Guide for information on setting up the user and distribution groups 3 Click Save to save y
57. Contents E Preface 11 Introduction 11 What s New In This Release 12 Desktop Administrator Feature Levels 12 Related Documentation 13 Obtaining Documentation and Submitting a Service Request 13 Documentation Feedback 13 E 1 Getting Started with Cisco Desktop Work Flow Administrator 15 Introduction 15 Starting Desktop Work Flow Administrator 16 Modifying the Unified CCX Server IP Address 17 Automated Updates 19 Application Downgrades 20 The Desktop Work Flow Administrator Interface 21 Toolbar 21 Navigation Tree Pane 22 Display Pane Navigation 22 User Privileges in Windows XP 23 Passwords 24 Configuring a Password in Desktop Work Flow Administrator 24 Setting Up a Password 24 Changing a Password 25 Deleting a Password 25 Client Applications 25 Synchronizing Directory Services 26 CC SSS Contents ee 2 Work Flow Configuration 27 m Dial Strings 29 North American Dial String Format 29 Telephone Number Display Tab 30 Outgoing Calls Tab 31 Advanced Internal Dialing Tab 33 Advanced External Dialing Tab 34 Miscellaneous Tab 35 Variable Length Dial String Format 36 Telephone Number Display Tab 37 Phone Number Format Tab 38 Miscellaneous Tab 39 m Phone Book 40 Using the Phone Book Filter 41 Creating Phone Books 42 Enabling or Disabling Phone Books 43 Importing and Exporting Phone Books 44 CSV File Format 44 m Reason Codes 48 Assigning Reason Codes 51 Enabling or Disabling Reason Codes 52 m Wrap up Data
58. Create a new contact list by clicking Add New The Add New page appears Figure 84 Figure 84 Add New page fers Cisco Desktop Administrator Cisco Desktop Administrator Go cisco For Cisco Unified Communications Solutions save Q Ql Heip Settings Cisco Unified Presence Settings gt Contact Lists gt Add New Contact List Information Contact List Name Contact List Description Search For Included True Subject Matter Expert List Last Name First Name URI Included p l Select All Clear All Md 4 Goto 1 of i gt Results Per Page 4 10 gt 3 Type a name in the Contact List Name field and a description in Contact List Description 4 Click Save then click Return to Contact list The Contact Lists page reappears with the new contact list NOTE A contact list name has a maximum of 64 characters Finding a Contact List You can search for a contact list from any of the following pages m Contact Lists page Navigate to this page by choosing Cisco Unified Presence Settings gt Contact Lists m Work Flow Groups page Navigate to this page by choosing Cisco Unified Presence Settings gt Work Flow Groups then selecting a work flow group NOTE Searches are not case sensitive For example if you type a lowercase letter s in a search field the results will include all items that begin with the lowercase letter s and the uppercase letter S To find a contact list
59. Device page e Ci Desktop Administrat VEG ahal Cisco Desktop Administrator Navigation Skeci kkka E cisco For Cisco Unified Communications Solutions a crsadmin About Logou save J Hei Settings Services Configuration gt Multiline Monitoring amp Recording gt VoIP Monitoring Device General Settings Default VOIP Monitor Service 10 192 252 160 Y Search For Extension Begins With Clear Filter Set Monitor Service for selected rows to Select i Set Desktop Monitoring for selected rows to VoIP Monitoring Device Selected A Extension MAC Address Monitor Service Desktop Monitoring oO 2528 SEP0001031C0BA4 Select v Enabled o 6003 SEP0001031C0BA8 Select Enabled oO 2189 SEPO0070EF745B4 Select Enabled oO 2522 SEP000874178F93 Select v Enabled oO 2181 SEP0009B7F7576A Select v Enabled o 2520 SEP000F1F97929D Select lt i Enabled Fi 2075 2076 SEP001121FF6907 Select v Enabled OJ 5151 SEP00123F4BBA4B Select v Enabled Fj 5158 SEP00127F444B6C Select vi Enabled oO 5152 SEP0014A89EF453 Select Enabled 44 Goto 1 of 2 gt Results Per Page 4 10 gt Help 2 If necessary search for the phone device for which you want to enable desktop monitoring For instructions see Using the Search Function on page 150 3 From the Desktop Monitoring drop down list s
60. E toolbar to send such a message from an agent to the agent s Supervisor s NOTE For CAD BE agents a high priority chat message can be sent but it cannot be replied to by the supervisor because CAD BE agents do not have chat capability To set up a utility action 1 Set up a new action See Adding a New Action on page 98 The Select Action window appears April 22 2014 135 Cisco Desktop Administrator User Guide 136 2 Select the Utility Action tab and then click New The Utility Action Setup dialog box appears Figure 66 Figure 66 Utility Action Setup dialog box Utility Action Setup Acton Name Start Recording Acton Type Record Action Stant od Cancel Help 3 Enter a name for the new action select an action type from the drop down list and then click OK m If you select Record as the action type select Start or Stop from the Action field m If you select HighPriorityChat type the message you want to send as the predefined high priority chat message in the Message field NOTE When the dialog box initially opens only the Action Name and Action Type fields are visible When you choose the Record action type the Action field appears When you choose the High Priority Message action type the Message field appears NOTE If a Record action is part of a voice contact work flow the agent being recorded will see a recording icon in the contact appearance pane even if notificati
61. Flow Administrator To start Desktop Work Flow Administrator 1 Click Start gt Programs gt Cisco gt Desktop gt Admin This starts Desktop Work Flow Administrator 2 Click the Call Center 1 node to expand the navigation tree By default Desktop Work Flow Administrator is not password protected and the tree will expand If a password has been configured you are asked to enter it now For more information about passwords see Passwords on page 24 16 April 22 2014 Modifying the Unified CCX Server IP Address Modifying the Unified CCX Server IP Address When Desktop Administrator is installed it is configured to point to the Unified CCX server IP address If that Unified CCX server IP address changes you need to reconfigure Desktop Administrator so that it points to the new Unified CCX server IP address by launching CAD Configuration Setup from Desktop Work Flow Administrator or running PostIinstall exe To modify the Unified CCX server IP address April 22 2014 1 Start CAD Configuration Setup m In Desktop Work Flow Administrator select the Call Center 1 node in the left pane and then choose Setup gt Configure Systems from the menu bar m OnaPC with CAD desktop applications installed navigate to the C Program Files Cisco Desktop bin folder and double click Postinstall exe Configuration Setup starts and displays the Location of Unified CCX server s dialog box Figure 1 Figure 1 CAD Directory Service
62. I Application Data BAA ccounth umber BAB udd ame BACampaigr BADialedListlD BAR esponse BAStatus BAT ime one Call Duration y Enterprize Data Test Data Account Number Cancel Help Choose the desired data field from the list enter test data if desired and then click OK The test data you enter is displayed in the application only when the macro is tested using the Playback function The Macro Recording Suspended dialog box appears Click Resume Recording to continue recording the macro Once you have finished recording the macro press the macro hot key The Macro Recording Suspended dialog box appears Click End Recording You are returned to the Macro Editor window You can take any of the following actions Click OK to save the macro as recorded If there are no errors the macro is saved and you are returned to the Select Action dialog box If there are errors the macro editor displays the line and highlights the text in question Correct it and click OK again Click Playback to test the macro If there are errors the macro editor displays the line and highlights the text in question Correct it and click Playback again April 22 2014 Actions If there are no errors the macro is played back If it works as you want it to click OK to save it and return to the Select Action dialog box To change test data choose Data gt Change Test Data in the macro editor
63. ICATION NOTEPAD UNTITLED NOTEPAD SHIFT A AAD SS 7h SAHRA SHIFT 3 SPACE DATA FIELD CALLINGS wt Playback Cancel Help Ci Program Files Cisco Desktopi MacrosiRinging Macro Fem 5 Click Record The Macro Editor window minimizes and the macro recorder starts Anything you type from now on is entered in the new macro 6 Maximize the third party application and begin typing The macro recorder records your keystrokes April 22 2014 April 22 2014 TA Actions If you want to insert an Agent Desktop or CAD BE data field into the macro press the Pause Macro hot key the default is F2 The Macro Recorder Suspended dialog box appears Figure 62 Figure 62 Macro Recorder Suspended dialog box Macro Recorder Suspended Macro Options End Recording Insert Data Cancel Help NOTE Do not change the window focus away from the third party application to the macro recorder before pressing the Pause Macro hot key and inserting a data field If you do this you will receive an error message and your macro recording will be interrupted 127 Cisco Desktop Administrator User Guide 128 8 Click Insert Data The Select a Data Field dialog box appears Figure 63 See Data Fields on page 129 for more information 10 11 12 13 Figure 63 Select a Data Field dialog box Select a Data Field Data Fields Account Number Alerting Humber AN
64. NOTE Forwarding an e mail by an agent does not mean that the e mail is resolved However it allows the agent to compose a note or a comment to the forwarded recipient s The e mail will still be assigned to the agent for resolution Type the e mail address to be used for sending the forwarded message This field is enabled only if you select Enable E Mail Forwarding check box Select a template from the drop down menu that will automatically be included with the message when agents forward the message This field is enabled only if you select Enable E Mail Forwarding check box Select this check box to allow agents to copy in an external e mail on their response Select this check box to allow agents to blind carbon copy an external e mail on their response Any address entered in the CC field is visible to all e mail recipients while addresses entered in the BCC field are not visible to any e mail recipients NOTE This is in addition to any automatic BCCs configured for the CSQ in the BCC All Responses to E Mail Address field Type the e mail address from which agent responses are to be sent April 22 2014 Configuring Contact Service Queue Settings BCC All Type the blind carbon copy BCC e mail address to which Responsesto all agent responses to the customer e mail are to be sent E Mail maGICe gt NOTE If your configuration uses Microsoft Exchange Server 2007 CAD does not route e mail based on an add
65. NT CISCO i i e E E J S r ce Cisco Desktop Administrator User Guide CAD 10 0 for Cisco Unified Contact Center Express Release 10 0 First Published December 12 2013 Last Modified April 22 2014 Americas Headquarters Cisco Systems Inc 170 West Tasman Drive San Jose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California Berkeley UCB as part of UCB s public domain version of the UNIX operating system All rights reserved Copyright 1981 Regents of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS CIS
66. Name Resolved template Type Agent v Description Use this template when the issue is fixed The issue has been fixed Thanks for contacting us Your feedback is appreciated SlagentName S agentExtension NOTE Number of characters should not exceed 1000 3 Complete the fields as described below Template The name that identifies the template Maximum length Name 64 characters Type Select the type of the template you want to create You can create an Auto Response or Agent templates e Auto Response templates are used for automatically replying to e mails and forwarded e mails Agent templates are used by agents when replying to e mails Description A description of the template Maximum length 64 characters 212 April 22 2014 Configuring Templates Type the text that you want to save in the template Maximum length 1000 characters You can also insert variables into the Text field to customize the template contents The variables are automatically replaced by the appropriate text when the message is sent In case of agent templates the variables are automatically replaced when the template is inserted into the message The following variables are supported in this field m agentld The agent s ID agentName The agent s full name agentExtension The agent s extension Variables are case sensitive Unsupported variables in a template will not be replaced with text 4 C
67. Setup tab Figure 32 to configure the Integrated Browser portion of Agent Desktop and CAD BE On this tab you can do the following tasks m Enable disable the integrated browser window 12 April 22 2014 User Interface m Set the default web page displayed by the browser m Enable up to 10 browser tabs m Enable disable popups to be displayed as a regular Internet Explorer popup window instead of a new tab in the integrated browser m Enable disable agents access to other websites m Add work sites or favorites so agents can quickly access frequently used websites m Enable disable hyperlink dialing Some of the features listed above do not apply to CAD BE Figure 32 Browser Setup tab Toolbar Show Data Fields Miscellaneous Browser Setup Remote Access Toolbar Show Data Fields Miscellaneous Browser Setup General Browser Options General Browser Options M Allow Address Editing 9 sali Hedes Tonk M Allow Address Editing V Enable Integrated Browser V Enable Integrated Browser Sa saseeens bectuissnsesaseshanstsascuesstenuahdieunsadsseaon Work Sites Work Sites URL URL yypyy WWW Cisco com google www google com lt G lt i Site Name yyyyy Site Name google URL www cisco com URL www google com Supervisor amp Workflow Browser Tabs Home Page Browser Tab Supervisor Push Page Tab v Address WwWWwW CISCO COM Home Page www cisco com Update CAD Agent version
68. ab Figure 10 sets up further dialing properties NOTE This tab is the same for the North American and variable length dial string formats Figure 10 Miscellaneous tab Telephone Number Display Outgoing Calle Miscellaneous Use text from the clipboard as the phone number where pressing the call button r show dial pad when using test from clipboard for dialing mw Convert text to digits in phone numbers i Use North American Dial String Formatting Use Variable Length Dial String Formatting Apply April 22 2014 35 Cisco Desktop Administrator User Guide Table 5 describes the options on the Miscellaneous tab Table 5 Miscellaneous tab description Use text from the clipboard Enable Agent Desktop to use clipboard text as the as the phone number when dialed number when the Call button is pressed as pressing the call button long as the clipboard text is a valid text string Show the dial pad when Display the dial pad before dialing a number from using text from the the clipboard If unselected Agent Desktop dials the clipboard for dialing number without displaying the dial pad Available only if Use text from the clipboard is selected Convert text to digits in Converts phone numbers expressed in alphabetic phone numbers characters for example 1 800 ANYWORD to their numeric equivalents on the dialpad before dialing For example A B and C are converted to 2 To configure the miscella
69. able IPPA agent initiated recording 1 Select the Enable IPPA Recording check box 2 Click Apply to save your changes 64 April 22 2014 User Interface User Interface The User Interface window enables you to configure the appearance and behavior of Agent Desktop when accessed under the CAD Agent node and CAD BE when accessed under the CAD BE Agent node NOTE The User Interface windows for CAD Agent and CAD BE Agent are slightly different to allow for the differences in the two applications The following section will discuss the CAD Agent version and note where it is different for CAD BE Agent Toolbar The Toolbar tab Figure 27 enables you to m Adding and Removing Toolbar Buttons page 65 m Associating Actions with Task Buttons page 66 m Changing a Task Button s Hint page 67 m Customizing Button Icons page 67 m Show Data Fields page 69 Figure 27 Toolbar tab Toolbar Show Data Fields Miscellaneous Browser Setup Remote Access Toolbar Show Data Fields Miscellaneous Browser Setup Answer Iv Visible rna GA e3 Conference e Transfer 4 JI TouchTones Add Ea Det a Mal 7 Mal Ni C Anil Mast Daah LETA Customize Icon lt gt Outbound Dialer Mode Direct Preview Customize Icon CAD Agent version CAD BE Agent version Adding and Removing Toolbar Buttons The pane on the left of the Toolbar tab displays the buttons that are available to be used on the A
70. act Selection window after clicking the Chat button when the Presence feature is enabled An agent only sees the SMEs who are assigned to the agent s work flow group A Supervisor however sees all of the SMEs in all of the work flow groups that are associated with the supervisor s teams NOTE Agents and supervisors must restart Agent Desktop and Supervisor Desktop to see any changes you make to contact lists Unified Presence can be configured to allow you to assign SMEs to a contact list in By default it is set to 200 SMEs Use the Contact Lists node to complete the following tasks m Creating a Contact List page 178 m Finding a Contact List page 179 m Deleting a Contact List page 180 m Editing a Contact List page 180 m Adding SMEs to a Contact List page 182 Creating a Contact List To create a contact list 1 Choose Cisco Unified Presence Settings gt Contact Lists The Contact Lists page appears Figure 83 Figure 83 Contacts Lists page Locals Cisco Desktop Administrator Cisco Desktop Administrator Bisco cisco For Cisco Unified Communications Solutions Settings Cisco Unified Presence Settings gt Contact Lists Search For Contact List Name Begins With g Contact Li st Selected Contact List Name Contact List Description Add New Select All Clear All I Delete Selected Hd 4 Goto 1 of 1 D gt PP Results Per Page 4 10 gt 178 April 22 2014 Configuring Contact Lists 2
71. acter will be replaced by a question mark so you can change it to an allowed character 3 Repeat Step 2 as needed to enter all entries to the phone book When all entries are completed click OK Your entries are saved and the Phone Book Editor dialog box closes To edit phone book entries 1 In the Phone Book window choose the phone book you want to edit from the drop down list and then click Edit The Phone Book Editor dialog box appears 2 Choose an entry in the phone book and then take one of these actions m Click Edit and then change the entry m Click Delete to delete the entry 3 When all edits are completed click OK Your changes are saved and the Phone Book Editor dialog box closes Enabling or Disabling Phone Books Phone books can be enabled or disabled only on the global level To disable phone books 1 Navigate to the Phone Book window Figure 14 April 22 2014 43 Cisco Desktop Administrator User Guide 2 If you wish to remove agent access to all global and work flow group phone books select the Disable all phone books check box NOTE When the Disable all phone books check box is selected the Disable personal phone book check box is automatically selected 3 If you wish to remove agent access to all personal phone books select the Disable personal phone book check box 4 Click Apply To enable phone books 1 Navigate to the Phone Book window Figure 14 2 If you wish to add agent acc
72. ady Logout Not Ready Available Reason Codes List Global Reason Codes List 6 Lunch Break 2000 Dinner Break 32767 RONA Work Flow Group List Available Reason Codes List Global Reason Codes List Company Meeting 2000 Dinner Break 6 Lunch Break 32767 RONA 50002 CTI Failure gt 4 Company Meeting 50002 CTI Failure Reserved List 22 Supervisor Logout RESERVED gt gt lt gt V Enable Logout Reason Codes Global level Work flow group level 2 Select the appropriate tab for the type of reason codes you want to assign Logout or Not Ready 3 From the Available Reason Codes List select the reason codes you want to make available to all agents and then click the right arrow button to move them to the Global Reason Codes List 4 Click Apply To assign work flow reason codes 1 Select the Reason Codes node under the desired work flow group in the navigation pane to display the Reason codes window Figure 19 right 2 Select the appropriate tab for the type of reason codes you want to assign Logout or Not Ready 3 From the Available Reason Codes List select the reason codes you want to make available to agents in that work flow group and then click the right arrow button to move them to the Work Flow Group List April 22 2014 51 52 Cisco Desktop Administrator User Guide 4 Select the Enable Logout Reason Codes or Enable Not Ready Reason Codes ch
73. after 15 minutes of inactivity other users can only view information To launch Desktop Administrator from Desktop Work Flow Administrator 1 From the Desktop Work Flow Administrator menu bar choose Desktop Administrator gt Side A If your system includes redundancy you can also choose Side B The https lt CCxX server gt teamadmin main cda URL opens in the web browser and launches Desktop Administrator 2 Enter your Unified CCX username and password and then click Login The Cisco Desktop Administrator home page appears To launch Desktop Administrator by accessing the Desktop Administrator URL 1 Inthe web browser enter https lt CCxX server gt teamadmin main cda where lt CCxX server gt is the hostname or IP address of the server that hosts Cisco Unified Contact Center Express Desktop Administrator launches 2 Enter your Unified CCX username and password and then click Login The Cisco Desktop Administrator home page appears To launch Desktop Administrator from Unified CCX Administration 1 In the web browser enter https lt CCxX server gt appadmin where lt CCxX server gt is the hostname or IP address of the server that hosts Cisco Unified Contact Center Express The Unified CCX Administration Authentication page appears 2 Enter your Unified CCX username and password and then click Login The Cisco Unified CCX Administration home page appears 148 April 22 2014 Accessing Desktop Administr
74. ages for monitoring and recording A call is defined as an ACD call if it meets one or more of the following criteria m The callis assigned to an agent from a voice CSQ m Atleast one of the participants of the call is using an ACD line m The callis transferred from an ACD line m The callis conferenced with an ACD call to any other line All other calls are considered as non ACD calls by the system and appear in Agent Desktop and CAD BE as per your configuration To configure Display Settings 1 Choose Services Configuration gt Multiline Monitoring amp Recording gt Display Settings The Display Settings page appears Figure 6 Figure 76 Display Settings page Navigation crsadmin About Logout ahale Cisco Desktop Administrator CISCO For Cisco Unified Communications Solutions La Save J Help Settings Services Configuration gt Multiline Monitoring amp Recording gt Display Settings View Multiline Calls Display Non ACD Calls Monitoring amp Recording Enable Supervisor Barge In Intercept Non ACD Calls Monitor Record Non ACD Calls Enable Notification Messages Notify Monitoring Notify Recording April 22 2014 161 Cisco Desktop Administrator User Guide 2 Complete the fields as described below View Multiline Calls Display Non ACD Calls Select this check box to enable the display of non ACD calls If you enable the display of non ACD calls then both ACD and non A
75. all is in the contact center Data The Data tab Figure 25 controls whether or not an agent in the work flow group is allowed to edit the enterprise data displayed in Agent Desktop Figure 25 Data tab Data Call Activity To enable enterprise data editing m Select the Allow agent to edit Enterprise Data check box and then click Apply April 22 2014 61 Cisco Desktop Administrator User Guide Call Activity The Call Activity tab Figure 26 enables you to set the thresholds for the selected work flow group for call duration at a particular type of device CSQ and Agent while a call is in the contact center If a call remains at a device longer than the defined Caution or Warning threshold a Caution or Warning icon is displayed next to the device name in the Agent Desktop call activity pane Figure 26 Call Activity tab Data Call Activity Device Type ity Caution Min csa fi Enter a Waming threshold before entering a Caution threshold The Waming threshold must be greater than the Caution threshold To set up call activity thresholds 1 On the Call Activity tab enter the threshold times as desired Enter values in the Warning fields before entering values in the Caution fields If you enter values in the Caution fields first Desktop Work Flow Administrator automatically enters values one second greater in the Warning fields The Warning threshold value must be greater than the Caution threshold
76. amp Playback Services page appears Figure 78 Figure 78 Remove VoIP Recording amp Playback Services page Ial Cisco Desktop Administrator Cisco Desktop Administrator v Go Hfj cisco For Cisco Unified Communications Solutions a neip Settings Services Configuration gt Silent Monitoring amp Recording gt Remove VoIP Recording amp Playback Services Remove VoIP Recording amp Playback Services VoIP Monitor Service Select v Remove Recording amp Playback Service Select v 2 From the appropriate drop down list select the service to be removed and then click Remove The service is removed from Directory Services When you remove a VoIP Monitor service from Directory Services it also removes that service from the list of available VoIP Monitor services on the VoIP Monitoring Device page as well Figure 77 This can result in devices becoming unmonitored If the selected VoIP Monitor service has been set as the default service you are notified that this situation exists when you click Remove When you click OK to confirm that you want to remove the default VoIP Monitor service any device that was monitored by the default service will now be unmonitored It is recommended that you select another VoIP Monitor service to be the default See Configuring a Default Monitor Service on page 165 for more information If the VoIP Monitor service was selected to monitor specific devices when you click OK
77. ancel 3 Complete the Timer Action Setup dialog box as follows Aion tems Enter aname Fineranmeonkenema oms the new action 134 April 22 2014 Actions mer Duration Duration Seriheamouro ime tneacen mason inte the amount of time the agent must spend in the selected agent state before the action executes Timer In this section specify the actions that will execute when Expiration the time duration has expired You can specify that the Work Flow agent state must also be equal or not equal to either Setup section Ready or Not Ready 4 Click Add to select or set up the actions you want to execute when the timer has expired You can choose among the following types of actions m Agent Notification Action page 103 m Agent State Action page 105 m HTTP Action page 110 m Set Enterprise Data Action page 132 5 When you have configured the Timer Expiration Work Flow click OK Utility Action There are three utility actions m Start recording m Stop recording m Senda predefined high priority chat message to the agent s supervisor High Priority Chat Messages A high priority chat message is a predefined message that appears in a Supervisor s Chat window The message behaves just like a regular chat message that is tagged as high priority it pops up on the supervisor s screen on top of all other windows to attract the supervisor s attention You can configure a task button on the Agent Desktop or CAD B
78. ariable select the appropriate check Call Context box oe e Scalar A scalar ECC variable is one that stores a single piece of data e Array An array ECC variable is one that stores multiple pieces of data If you selected array choose the number of elements in the array from the number field drop down list 154 April 22 2014 Fields Field Index Choose a field index number from the drop down list The field automatically shows the next available number If you selected Array in the ECC field the Field Index field is automatically disabled The system will assign indexes to each element in the array 4 Click Save to save your changes The field is added 5 When you are finished adding fields click Return to Field list Editing a Field To edit a field 1 Choose Services Configuration gt Enterprise Data gt Fields The Field List page appears Figure 72 2 If necessary search for the field you want to edit For instructions see Using the Search Function on page 150 3 Select the field by clicking its name The Field Information page for that field appears 4 Edit the field information as desired For predefined fields you can edit only the display name m For custom fields you can edit all field information m f you are editing an array field the field index numbers assigned to the array elements are listed separated by commas 5 When you are finished making changes click Save t
79. ask button s hint 1 Select the button whose hint you want to change 2 Inthe Hint field type the hint you want displayed to the agent 3 Click Apply to save your changes Customizing Button Icons Buttons can be customized by applying different icons to them A library of available icons is supplied with Desktop Work Flow Administrator or you can use icons of your own If you use your own icons when applied to a button the icon file is written to Directory Services so it is available to all instances of Agent Desktop Custom icons must meet the following specifications m ICO format mw 50 Kb file size limit m 16 x 16 or 32 x 32 pixels m upto 256 colors April 22 2014 67 Cisco Desktop Administrator User Guide To customize an icon 1 Choose the button whose icon you want to customize 2 Click Customize Icon The Choose Icon dialog box appears Figure 28 Figure 28 Choose Icon dialog box Choose Icon Directory Current Directory Current loon File HE ge D gl imo Oat FE ga imle 2 cicoanswer 3 7 gt Cancel Browse 3 Choose an icon The icon is displayed in the Preview area You can also click Browse to navigate to another location if you want to use your own Icon 4 Click OK The button is displayed with the new icon on it in the button list To reset a button icon 1 Select the button that has the icon that you previously customized The Reset button becomes enabled
80. ates that the customer is one hour behind GMT BATimeZone 00060 e This example indicates that the customer is two hours ahead of GMT BATimeZone 00120 Call Duration The difference between the call s end time and start time The time is read from the Enterprise server s clock cisco com Category Reserved for future use cisco com MessageKey Reserved for future use cisco com Priority Reserved for future use Collected Digits Digits entered by the caller in response to IVR prompting ICM Call Variable 10 variables Last Connected The last monitored device that joined the call Number Last Queued Time The amount of time spent in queue the last time the call was queued The time is read from the Enterprise server s clock Last Redirection The last number the call was redirected from Number The name of the enterprise data layout April 22 2014 131 Cisco Desktop Administrator User Guide Table 15 Enterprise Data Fields Continued time The time is read from the agent s PC s clock CALL_END_TIME The end time of the current call If the call has not yet ended it is the current time The time is read from the agent s PC s clock CALL_START_TIME The start time of the current call If there is no call this data is empty The time is read from the agent s PC s clock COMPUTER_NAME The name of the computer the agent is currently logged onto Set Enterprise Data Act
81. ator 3 Select Cisco Desktop Administrator from the Navigation drop down list 4 Click Go The Cisco Desktop Administrator home page appears April 22 2014 149 Cisco Desktop Administrator User Guide Using the Search Function 150 Follow these steps to search for one or more records on any Desktop Administrator page that contains the Search function NOTE Searches are not case sensitive For example if you type a 4k 77 lowercase letter s in a search field the results will include all items that begin with the lowercase letter s and the uppercase letter S To search for one or more records 1 Enter your search criteria m f you are searching for a text string select the field name from the first drop down list box a search pattern from the second drop down list box and enter a text string in the third box m If you are searching for a checked or cleared check box select the check box name in the first drop down list box and True checked or False cleared in the second list box If necessary complete any of the following actions m If you want to add another criterion to the search query click Anew row appears Repeat step 1 for the new row m If you want to remove the last criterion from the search query click The bottom row is deleted If you click and the search query only contains one criterion no change occurs m If you want to remove all of the criteria fro
82. ave completed building the request click Preview to view the request Note that Desktop Work Flow Administrator has added the special characters needed for a valid HTTP request m Ifa path is specified and there is request data there will be a after the port and a after the path Example http www site com 80 index jso name value m If apath is not specified there is request data and the first request data is not DataFieldOnly there will be a after the port and no Example http site com 80 name value m If apath is not specified there is request data and the first request data is DataFieldOnly there will be a after the port and no Example http www site com 80 value m If apath is not specified there is more than one request data and the first request data is DataFieldOnly there will be a after the port and no sr ae Example http www site com 80 value amp value amp value 8 When you are satisfied your request is correctly formatted click Test to test it using the test data you entered when adding the request data Reserved Characters There are characters that must not be used in an HTTP request These characters are listed in Table 12 Table 12 HTTP request reserved characters C fone femme Cc ooo i eso April 22 2014 113 Cisco Desktop Administrator User Guide Table 12 HTTP request reserved characters Continued Ee eoo Oooo i
83. call 1 Copy the ANI Automatic Number Identification from Agent Desktop to Microsoft Outlook 2 Open a contact list 3 Find the ANI in a database or spreadsheet 4 Display a screen containing the caller s account information NOTE Do not use a Run Macro action to perform tasks that can be accomplished by one of the other types of actions available For April 22 2014 121 Cisco Desktop Administrator User Guide 122 example use a Call Control action to transfer a call and an Agent State action to change agent states NOTE Run Macro actions do not work correctly when Chinese and Korean characters and potentially any multi byte characters are used Macro Recording Tips If your macro accesses a third party application make sure that the application is open If the macro enters text into the third party application make sure that application has Windows focus Keystroke macros play back to the top level window they were recorded in If you are running a keystroke macro to a Terminal Services window you must make sure that the appropriate application in that Terminal Services window always has focus otherwise the keystrokes will be sent to the wrong application Before you begin to record the macro make a test run with the third party application writing down all of the keystrokes required for the tasks you want to perform Avoid using m Tab or arrow keys in your macro because the cursor can not always be in th
84. ce whenever the event occurs or if a time of day event whenever the rule is met When you select the Agent Management Work Flow node the Work Flow window appears Figure 40 Figure 40 Work Flow window Events Rules of current Event Achons of current Rule Startup Shutdown Default 4 Current Aule Conditions EndOtshitt Data Field Conditions i Enable Rule Edit 04 30 PM Monday Tuesday ednesday Thur Edit Hook state On hook oe Execute Actons When Any Condition is True All Conditions are True Apply 92 April 22 2014 Agent Management Work Flows Unlike rules in voice contact work flows rules in agent management work flows can be applied only to a time of day event not to all events Not all actions are available for agent management work flows See Action Availability on page 97 for more information To set up a CAD activity or agent state work flow 1 Select the event that triggers the work flow from the Event pane The available events are Startup Agent Desktop CAD BE starts Shutdown Agent Desktop CAD BE closes Ready The agent transitions to the Ready state Not Ready The agent transitions to the Not Ready state 2 Under the Actions pane click Add to choose one or more actions to run when the selected event occurs You can select an existing action or create a new action See Actions on page 96 for more information 3 Repeat steps 1 and 2 for as many events as des
85. ckage Prerequisites Before the Agent E Mail feature can function there are settings that must be configured in Microsoft Exchange and Cisco Unified CCX Application Administration m Microsoft Exchange Set up the Agent E Mail user account distribution lists and mailboxes m Unified CCX Application Administration Set up CSQs and skills See Configuring Agent E Mail in the Cisco CAD Installation Guide for information on setting up these prerequisites and for information on how the Agent E Mail feature manages customer e mails and agent replies to those e mails Overview Configuring Agent E Mail in Desktop Administrator consists of the following tasks m Configuring Global Settings page 199 m Configuring Contact Service Queue Settings page 206 m Configuring Templates page 211 Customers can send e mail to e mail addresses assigned to specific customer service queues The CSQs funnel the customer e mails to agents who service those CSQs Agents put themselves in the E Mail Ready state to receive customer e mail Going into the E Mail Ready state signals Agent Desktop to deliver the configured number of customer e mails to the agent s desktop Depending on how it is configured an agent April 22 2014 197 Cisco Desktop Administrator User Guide can work on up to five customer e mails at a time The agent can also take the following actions Requeue the e mail if the agent wants it to be handled by another agent in t
86. cs general whatsnew whatsnew html Subscribe to the What s New in Cisco Product Documentation as a Really Simple Syndication RSS feed and set content to be delivered directly to your desktop using a reader application The RSS feeds are a free service and Cisco currently supports RSS version 2 0 Documentation Feedback You can provide comments about this document by sending email to the following address ccbu_docfeedback cisco com We appreciate your comments April 22 2014 13 Cisco Desktop Administrator User Guide 14 April 22 2014 Getting Started with Cisco Desktop Work Flow Administrator Introduction Cisco Desktop Work Flow Administrator comes with one license so only one person can view and or edit data in it at any one time More than one instance of Desktop Work Flow Administrator can be open concurrently If someone is using Desktop Work Flow Administrator when you try to access it an error message appears that identifies the IP address of the other user s computer For this reason it is important that you close Desktop Work Flow Administrator completely when you are done using it As long as the application is running a license is being used and others are blocked from accessing it Unlike Desktop Work Flow Administrator an administrator s login in Desktop Administrator times out after 15 minutes of inactivity April 22 2014 15 Cisco Desktop Administrator User Guide Starting Desktop Work
87. d 5 When you are finished making changes click Save then click Return to Contact list 181 Cisco Desktop Administrator User Guide Adding SMEs to a Contact List Desktop Administrator searches the Unified Presence LDAP server for SMEs and when found saves them to the CAD LDAP server NOTE If you want to provide access to users in an external environment who are not managed by the Unified Presence LDAP server you can add them manually as external contacts For instructions see Adding External Contacts on page 187 To add SMEs to a contact list 1 Choose Cisco Unified Presence Settings gt Contact Lists The Contact Lists page appears Figure 83 2 Select a contact list by clicking its name The page for that specific contact list appears If the contact list you selected does not include any SMEs the Subject Matter Expert List will be empty Figure 86 Figure 86 Specific contact list page with no SMEs Cisco Desktop Administrator v Go ajiaji Cisco Desktop Administrator cisco For Cisco Unified Communications Solutions led save cony 3 QI Hew Settings Cisco Unified Presence Settings gt Contact Lists gt Marketing West Contact List Information Contact List Name Marketing Contact List Description Marketing West Search For Included True Subject Matter Expert List Last Name First Name URI Included H44 Goto 1 of 1 P Results Per Page 4 10 gt 182 April 22
88. d conditions 1 In the Voice Contact Classification dialog box click Edit In the Voice Contact Work Flow window add a new rule and then click Edit in the Current Rule Conditions section of the window 2 Select a data field from the Data Field drop down list The Data Field lists all the enterprise data fields used in your system Not all data fields are available for all events for instance Calling and Called are not available for the Ringing event 3 Specify one of the data field filters Is Empty There is no data in the data field Is Not Empty There is data in the data field 86 April 22 2014 Voice Contact Work Flows Isin the List The data field is compared to the list you set up in the List pane to determine if it is in that list Click Add to add an item to the list of strings Strings are not case sensitive You can use wild cards and to simplify your list See Wild Card Searches on page 87 Is Not in the List The data field is compared to the list you set up in the List pane to determine if it is not in that list Click Add to add an item to the list of strings Strings are not case sensitive You can use wild cards and to simplify your list See Wild Card Searches on page 87 Length of Data The length of the data field is between a minimum and maximum number of characters that you set 4 Ensure that the Enable Condition check box is selected and then click OK W
89. d to display the HTTP Request Data dialog box Figure 55 The fields added with this dialog box make up the query or post data portion of the request The fields are optional and are blank by default Figure 55 HTTP Request Data dialog box HTTP Request Data Dialog Value Name Value Type DataField Test Data Pe ok Cancel 5 Complete the HTTP Request Data dialog box as follows Sawe ane eater the name enterienameo the icldinthewebanolesicns the field in the web application Value Type Select one of the following e DataField to use an enterprise data variable as the source of the data This is inserted in the URL following the lt name gt lt value gt format UserDefined to use a specific string entered in the Value field This is inserted in the URL following the lt name gt lt value gt format DataFieldOnly to insert any value selected from the Valuedrop down list without following the lt name gt lt value gt format If you selected a value type of DataField or DataFieldOnly select the enterprise data variable from the drop down list If you selected UserDefined enter the value to be used Test Data Enter a string of test data to simulate DataField or DataFieldOnly data This field is enabled only if you select a Value Type of DataField or DataFieldOnly 112 April 22 2014 Actions 6 Continue to build your request using the Add Edit and Delete buttons as needed T When you h
90. d within 2000 milliseconds and dialing 7 digits takes longer than that As a result the agent sees two calls on the phone one on hold and another connected to the conference destination The agent must press the Conference soft key to join all parties in the conference Blind transfer The Blind transfer action transfers the active call directly to a predefined phone number The call is transferred to that number and the agent is no longer connected to the call The Blind Transfer call control action includes a configurable delay time if one is needed The Transfer Delay field is not enabled for any other call control action NOTE This is not a true blind transfer in which a call is transferred without a consult In this blind transfer Unified CCX performs the consult and then the transfer is completed The agent phone is an active member in the transfer until the transfer is completed Call The Call action calls a predefined phone number Drop The Drop action disconnects an active call Single step conference The Single step conference action conferences the active call by specifying the number with which the agent wants to conference the call The call is conferenced directly with the third party Single step transfer The Single step transfer action transfers the active call by specifying the number to which the agent wants to transfer the call The call is transferred directly to the third party and the agent is disconnected fro
91. ding to one or more templates then click Delete Selected The selected templates are no longer displayed in the Template list However the actual deletion is not performed until you click Save 214 April 22 2014 CAD Configuration Setup Introduction The CAD Configuration Setup page is used to modify configuration settings that were initially set up during installation One reason this might become necessary is if a CAD server IP address is changed Use this page to do the following Enable disable automatic updates Change the IP address of the CAD BE servers Change the IP address of the CAD services Change the login credentials for the BIPPA service Clear the password set for Desktop Work Flow Administrator Other CAD configuration settings are changed using the CAD Configuration Setup utility This utility can be accessed either from the Desktop Work Flow Administrator menu bar or by launching Postinstall exe See the Cisco CAD Installation Guide and Modifying the Unified CCX Server IP Address on page 17 for more information on using the CAD Configuration Setup utility April 22 2014 215 Cisco Desktop Administrator User Guide Configuring CAD Configuration Setup Settings To configure CAD Configuration Setup settings 1 Choose the CAD Configuration Setup node from the navigation tree The CAD Configuration Setup page appears Figure 104 Figure 104 CAD Configuration Setup ahah Cisco Desktop Administrator sa
92. e same position each time a window opens m Mouse clicks and movements because the macro recorder does not record them Use keyboard shortcut keys instead to perform actions in the application NOTE When a macro is executed it can be impacted by the current keyboard settings of the client PC Care should be taken to ensure that keyboard settings such as Caps Lock are not inadvertently left on Agents should also be cautioned not to enter keystrokes while a macro is running since that can also affect the macro Pressing Alt activates the selected pane s associated menu Each menu option might be indicated by an underlined letter To select a menu option press the underlined letter For instance In this case pressing AIt E activates the menu and then selects the Edit option April 22 2014 Actions The exact keystrokes for a keyboard shortcut are listed in the application s menu For instance in Microsoft Word to find out what the shortcut is to save a document choose File from the menu bar On the drop down menu the Save option is followed by its shortcut Ctrl S Common Windows shortcut keys are Cancels an action ese esn Clicks OK or the default button in a dialog box Default buttons have a heavier border surrounding them Ctri A Selects all text A macro can include keystrokes for multiple applications For example one macro might include keystrokes for word processing spreadsheet and database
93. e the Secondary Location field is filled automatically NOTE The Secondary Location field is not enabled until you configure the secondary CAD Base Services server and establish replication Services IP Address IP Address Select the Unified CCX Server IP address of the NIC used to connect to the LAN it must be accessible by the client desktops April 22 2014 217 Cisco Desktop Administrator User Guide BIPPA User Login Login ID Login ID to gain access to the BIPPA service for connecting to the Unified CM This login ID and password are also set up in Unified CM see Configuring IP Phones for Cisco IP Phone Agent in the Cisco CAD Installation Guide You can complete these fields before setting up the user in Unified CM but the login ID and password must be identical in both places If they are changed in this window or in Unified CM they must be changed in both NOTE If Directory Services is not running when you view this section the BIPPA login information cannot be changed Password Password required to gain access to the BIPPA service for connecting to the Unified CM Confirm Re enter the password Password Reset Password Password Reset I S Reset Password to clear the password set for accessing Password Desktop Work Flow Administrator 3 Click Save to save the changes 218 April 22 2014 Index Actions 96 adding a new action 98 availability 97 deleting 99 editing 99 importing and
94. e contact center agents This login ID should not be a Unified Presence administrator login ID Password Password for the Presence User Login ID user Subscriber If you have a Unified Presence cluster the hostname Host IP or IP address of the Unified Presence subscriber s Addresses 3 Click Verify to confirm that the information you entered is correct Desktop Presence Administrator connects to the Unified Presence server using the hostname or IP address login ID and password you entered 4 Click Save to save your changes If you make changes to Service Profile settings in Cisco Unified CM Administration or LDAP related settings in Cisco Unified CM IM and Presence Administration then you must re establish the connection between CAD and the CUP server in Desktop Administrator to refresh these settings To re establish the connection between CAD and the CUP server 1 Choose Cisco Unified Presence Settings gt Cisco Unified Presence Cluster Settings The Cisco Unified Presence Cluster Settings page appears Figure 82 2 Clear the Enable Cisco Unified Presence Integration check box and click Save 3 Re select the Enable Cisco Unified Presence Integration check box and click Save again April 22 2014 177 Cisco Desktop Administrator User Guide Configuring Contact Lists A contact list consists of the SMEs that you want to make available to agents who use Agent Desktop Agents and supervisors see the SMEs in the Cont
95. e these mouse or keyboard actions in the left pane to navigate the tree Mouse m Double click an icon application name to expand or collapse the tree m Click the plus sign to expand the tree m Click the minus sign to collapse the tree m Right click to rename or delete a node not available for all nodes Keyboard With a node selected m Press the up and down arrow keys to move from one node to the next m Press the left arrow key to collapse the tree m Press the right arrow key to expand the tree Display Pane Navigation The applications displayed in the right pane are designed to use shortcut keys and the tab key as alternatives to using the mouse to navigate around a window The shortcut keys that apply to a specific node are discussed in the section devoted to that node s functions 22 April 22 2014 User Privileges in Windows XP User Privileges in Windows XP Because Desktop Work Flow Administrator users must be able to update registry settings they must have Administrator or Power User privileges on a Windows XP platform Only a person with Administrator privileges can change user privileges on the Administrator PC if it is necessary to upgrade them April 22 2014 23 Cisco Desktop Administrator User Guide Passwords A password is not required to access Desktop Work Flow Administrator By default it is not password protected However you can configure a password to protect access to Desktop Wo
96. each version All features not listed here are present in all three versions Feature Standard Enhanced Premium Desktop Administrator Configure enterprise data Configure desktop and server monitoring Configure agent e mail Configure Cisco Unified Presence Configure bulk import or export of phone books Desktop Work Flow Administrator Configure work flows Configure work flow reason codes Create work flow groups Configure time of day work flow Configure integrated browser Cisco Unified CCX Outbound Dialer CAD BE only April 22 2014 Introduction Related Documentation The following documents contain additional information about CAD 10 0 m Cisco CAD Installation Guide m Cisco Agent Desktop User Guide m Cisco Agent Desktop Browser Edition User Guide m Cisco Supervisor Desktop User Guide m Cisco IP Phone Agent User Guide m Cisco CAD Troubleshooting Guide m Cisco CAD Error Code Dictionary m ntegrating CAD with a Thin Client Environment m Configuring and Troubleshooting VolP Monitoring Obtaining Documentation and Submitting a Service Request For information on obtaining documentation submitting a service request and gathering additional information see the monthly What s New in Cisco Product Documentation which also lists all new and revised Cisco technical documentation at http www cisco com en US do
97. eck box to enable that type of reason code for the agents in that work flow group This includes any global reason codes set up 5 Click Apply Enabling or Disabling Reason Codes Reason codes can be enabled or disabled only on the work flow group level and must be done individually for every work flow group To enable or disable reason codes 1 Select the Reason Codes node under the work flow group whose reason codes you want to enable or disable 2 Select the appropriate tab and then select or clear the Enable Logout Reason Codes or Enable Not Ready Reason Codes check box 3 Click Apply April 22 2014 Wrap up Data Wrap up Data Wrap up data descriptions are used by contact centers for purposes such as tracking the frequency of different activities and identifying the account to which to charge a call among others Wrap up data is set up and maintained and automated state changes are enabled using the Wrap up Data window Wrap up data descriptions are used for both calls and e mails There is no limit on how many wrap up data descriptions can be set up for CAD and CAD BE IP Phone Agent has a limit of 100 wrap up data descriptions NOTE Agents must log out exit and restart Agent Desktop CAD BE and IP Phone Agent for changes to take effect Global wrap up data descriptions which are available to all agents are created and assigned using the Wrap up Data under the Work Flow Configuration node Work flow group wrap
98. ect the General tab In the Browsing history section click Settings and ensure that any option other than Never is selected NOTE If your system is configured with two Unified CCX servers and one server is upgraded while your instance of Desktop Work Flow Administrator is connected to the older Unified CCX and your system administrator performs a failover to switch all agents to the upgraded server your instance of Desktop Work Flow Administrator will not automatically upgrade when you log into the new server You must shut down Desktop Work Flow Administrator and start it again for the automatic upgrade to take place When an update is available you will see a dialog box notifying you that your copy of Desktop Work Flow Administrator will be updated Click OK to proceed with the update A progress bar is displayed to show you the status of the download When the update is finished you will see a final dialog box that tells you the update is complete and which applications were updated If you have other CAD desktop April 22 2014 19 Cisco Desktop Administrator User Guide applications Agent Desktop and Supervisor Desktop on your PC they will all have been updated NOTE Because Agent Desktop is automatically installed when Supervisor Desktop is installed only Supervisor Desktop will be listed as having been updated in the final dialog box Agent Desktop will be listed only if Supervisor Desktop is not present on your PC W
99. efault basic layout for normal operations m OODefault layout for Cisco Outbound Dialer campaigns Unified CCX automatically uses the default layout for normal call activity If you want to use a custom layout a custom script to pop that layout must be created You cannot delete the default layout but it can be edited to add or remove enterprise data variables You can create up to 14 custom layouts in addition to the default layouts Once the limit of custom layouts is reached the Add New and Copy buttons are disabled NOTE If you edited default Enterprise data fields or layouts then your changes will be lost after an upgrade except for the fields Call Variable 1 10 The default fields will revert back and must be re configured after an upgrade However any custom fields that you created will remain after an upgrade April 22 2014 157 Cisco Desktop Administrator User Guide Creating a Custom Layout To create a custom layout 1 Choose Services Configuration gt Enterprise Data gt Layouts The Layout List page appears Figure 74 Figure 74 Layout List page hele Caco Demian A So cisco For Cisco Unified Communications Solutions le save iJ neip Settings Services Configuration gt Enterprise Data gt Layout List Search For Layout Name Begins with Fina clear Fater_ C Layout List QOPefault Pre Layout 1 Goto 1 2 Click Add New The Add New page appears Figure 73 Fi
100. eld type the name of the website you want to add as a work site 2 Inthe URL field enter the web address of the website 3 Click Add The work site is added to the list in the Work Sites pane 4 Click Apply to save your changes April 22 2014 15 Cisco Desktop Administrator User Guide To update a work site 1 In the Work Sites field select the work site you want to update The information for the website appears in the Site Name and URL fields 2 Edit the information as needed and then click Update The updated information appears in the Work Sites pane 3 Click Apply to save your changes To delete a work site 1 Inthe Work Sites pane select the work site you want to delete The information for the website appears in the Site Name and URL fields 2 Click Delete The work site is deleted from the Work Sites pane 3 Click Apply to save your changes Remote Access The Remote Access tab Figure 33 is used to enable the IPC Receive Event feature and configure the port used by the feature The IPC Receive Event feature is available only in the Premium bundle 16 April 22 2014 User Interface NOTE The Remote Access feature is not available for CAD BE Figure 33 Remote Access tab Toolbar Show Data Fields Miscellaneous Browser Setup Remote Access Enter the port number to use 58000 An IPC Receive Event occurs when a third party application sends a message to Agent Desktop over a UDP socke
101. elect Enable 4 Click Save Desktop monitoring is enabled for that device Configuring a Default Monitor Service Select a default monitor service to avoid the possibility of having devices unassigned to any monitor service This situation can arise when there is more than one VoIP Monitor service in the system NOTE If your system has only one VoIP Monitor service it is not necessary to set a default monitor service or to manually assign each device to that single monitor service The VoIP Monitor service assumes that each device is assigned to it as the only available monitor service Modifications you make on the VoIP Monitoring Device page go into effect immediately after you save your changes April 22 2014 165 Cisco Desktop Administrator User Guide To configure a default VoIP Monitor service 1 Choose Services Configuration gt Multiline Monitoring amp Recording gt VoIP Monitoring Device The VoIP Monitoring Device page appears Figure 77 From the Default VolP Monitor Service drop down list select the VoIP Monitor service you want to be the default service Click Save Assigning Phone Devices to a Specific VolP Monitor Service To assign a phone device to a specific VolP Monitor service 1 Choose Services Configuration gt Multiline Monitoring amp Recording gt VolP Monitoring Device The VolP Monitoring Device page appears Figure 77 If necessary search for the phone device you want to
102. ence Settings gt Work Flow Groups The Work Flow Groups page appears Figure 95 Figure 95 Work Flow Groups page stfecetes Cisco Desktop Administrator cisco For Cisco Unified Communications Solutions Cisco Desktop Administrator Go b save lt q Help Settings Cisco Unified Presence Settings gt Work Flow Groups Search For Work Flow Group Begins With Find Clear Filter p Work Flow Group List Agents appear offline Work Flow Group go default K44 Goto 1 of 1 PPH Results Per Page 4 10 gt 192 April 22 2014 Configuring Work Flow Groups 2 Create a search query using one or more conditions as described below If you want to search for work flow groups by name select Work Flow Group from the field drop down list and any item from the criterion drop down list then type one or more characters in the text field If you want to search for work flow groups for which agents appear offline select Agents appear offline from the field drop down list and True from the criterion drop down list If you want to add another condition to the search query click A new row containing the field drop down list the descriptor drop down list and the text field appears Define the new condition as described above If you want to remove the last condition from the search query click The bottom row is deleted If you click and the search query only contains one condition no change will occur If you
103. ents you want to appear as offline in the Chat Selection window 3 Click Save when finished April 22 2014 195 Cisco Desktop Administrator User Guide Configuring Supervisor Chat and Team Messages Use the Supervisor Chat and Team Messages node to configure whether or not Supervisors can send chat messages and or team messages to agents on their team This setting is global and cannot be limited to specific teams or work flow groups Changes take effect the next time the Supervisor starts Supervisor Desktop To enable or disable supervisor chat and or team messages 1 Choose Cisco Unified Presence Settings gt Supervisor Chat and Team Messages The Supervisor Chat and Team Messages page appears Figure 98 Figure 98 Supervisor Chat and Team Messages page admin Logout Change Password About Help vt Hel li cisco Desktop Administrator cisco vy Save ll Help Settings Cisco Unified Presence Settings gt Supervisor Chat and Team Message Supervisor Chat amp Team Message Disable Supervisor Chat O Disable Team Message Fi Save 2 By default both supervisor chat and team messages are enabled To disable one or both select the associated check box 3 Click Save 196 April 22 2014 Configuring Agent E Mail Introduction Agent E Mail can be configured only if you have the Premium package The Agent E Mail Settings node is not displayed if you have the Standard or Enhanced pa
104. er required to access an outside long distance line Ensure a 1 on long distance calls Select to automatically add a 1 at the beginning of a long distance phone number Use area code for toll calls within the area code Select to automatically add the local area code to any calls dialed to numbers not included in the local exchange list Use area code for local calls Select to automatically add the local area code to any calls dialed to numbers included in the local exchange list Local exchanges Select All exchanges are local or click Add to build a list of exchanges for which it is NOT necessary to add a 1 before dialing To configure outgoing calls m Enter information and select or clear the appropriate check boxes on the Outgoing Calls tab as desired and then click Apply to save your changes 32 April 22 2014 Dial Strings Advanced Internal Dialing Tab The Advanced Internal Dialing tab Figure 8 enables you to configure more internal dialing options Access it by clicking the Advanced Dialing button on the Outgoing Calls tab Figure 8 Advanced Internal Dialing tab Advanced Dialing Plan Advanced Internal Dialing Advanced External Dialing E stensions Maximum number of digits for internal extension 4 digit extensions Exchange Range of subscriber numbers to j Cancel Help April 22 2014 33 Cisco Desktop Administrator User Guide 34 Advanced External Dialing Tab
105. es the system calls other customer phone numbers Not Home The agent is informed that the customer is not home After the call terminates the system calls other customer phone numbers Callback Displays the Callback Properties dialog box which the agent uses to set a time and date to call back the customer The agent also uses this dialog box to cancel a previously scheduled callback of the current customer This action works only if the call has been connected to the customer and if the agent is ina talking or wrap up state during a Unified CCX generated call Reclassify Displays a menu that enables the agent to reclassify a customer phone number as voice answering machine fax modem or an invalid number Cancel The system releases the agent from the calling Reservation campaign and places the agent in the Not Ready state To resume participating in the calling campaign the agent must change the agent state to Ready Outbound Dialer Toolbar 142 In order for the Outbound Dialer actions to be available for agents to use you must configure the agent interface to include the Outbound Dialer toolbar NOTE You cannot prevent an agent from receiving Outbound Dialer calls by removing the Outbound Dialer toolbar from the agent s desktop The agent must also be removed from the CSQ that is handling the Outbound Dialer calls Cisco Unified CCX Outbound Preview Dialer To configure the Outbound Dialer toolbar to appear 1
106. es pane When a rule is met the actions associated with that rule are executed in the order they are listed in the Actions pane Subsequent rules are not evaluated If no rules are met the default rule governs and all actions associated with the default rule are executed Default rules cannot be changed or deleted 84 April 22 2014 Voice Contact Work Flows The default action might be lt no action gt To set up a new work flow 1 Select the event that triggers the work flow from the Event pane The available events are Ringing The agent s phone rings Answered The agent answers the phone Dropped The call is terminated Work The agent transitions to the Work agent state 2 Under the Rules pane click New to set up a new rule The New Rule Name dialog box appears 3 Enter the name of the new rule and then click OK The fields in the Current Rule Conditions section of the window are enabled 4 Add up to 3 data field conditions See Data Field Conditions on page 85 for more information and specify when the actions should be executed when any one of the data field conditions is met or when all of the data field conditions are met When a data field condition is established the Enable Rule check box is automatically selected NOTE You cannot use a route point phone number when configuring a rule for inbound ACD calls 5 Under the Actions pane click Add to choose one or more actio
107. esktop and Server Monitoring and Recording 164 enabling 164 Desktop monitoring enabling 164 Desktop Work Flow Administrator interface 21 starting 16 toolbar 21 Display Settings configuring 161 E E Mail Contact Work Flows Agent E Mail Features 90 E Mail Review CSQ CSQ configuration 209 work flow configuration 90 Enterprise Data configuring 152 External contacts adding 187 configuring 187 deleting 190 editing 190 finding 189 Fields 153 creating custom field 153 deleting 155 editing 155 H High priority chat messages 135 IPC receive events IPC Agent Notification action 79 IPC High Priority Chat action 78 IPC Make Call action 78 220 IPC Record action 79 IPC Set Variable action 80 L Layouts 157 copying 159 creating a custom layout 158 deleting 160 editing 159 M Macro actions 121 allowed keystrokes 124 inserting data fields 128 129 recording a macro 125 recording tips 122 Monitor service assigning phones to 166 configuring default 165 removing 166 Multi line Calls enabling Non ACD calls display 162 enabling supervisor monitoring and recording 162 Outbound Dialer 141 actions 141 and voice contact work flows 88 dialing modes 141 enterprise data 144 toolbar 142 Passwords 24 client applications 25 Desktop Administrator 148 Desktop Work Flow Administrator 24 R Reason codes 48 Remote Access 76 Removing VoIP Monitor Recording amp Playback ser vices 166 April 22 2014 S Searc
108. ess to all global and work flow group phone books clear the Disable all phone books check box 3 If you wish to add agent access to all personal phone books clear the Disable personal phone book check box 4 Click Apply Importing and Exporting Phone Books 44 Importing and exporting phone books makes creating and maintaining large phone books up to 3 000 entries easier than with the Phone Book Editor window Phone books can be created and edited in any third party application that accepts comma separated value CSV files such as a text editor or spreadsheet Using the third party application you can edit exported phone books make bulk changes for example changing an area code and adding and deleting phone numbers The updated file can then be imported into Desktop Administrator to replace the previous version NOTE Phone books for double byte languages must use UTF 8 character format in order for the double byte characters to be imported successfully CSV File Format The phone book CSV file contains the fields shown in Table 6 Table 6 Phone book CSV file details Can Be ee Max Ler EE ieee Characters ae April 22 2014 Phone Book Table 6 Phone book CSV file details Can Be Field Max Length Permitted Characters Blank phone Number 40 0 8 aA 22 An example of a phone book CSV file is shown below First Name Last Name Phone Number Notes Amanda Cohen 6511234 N
109. exporting 99 types agent notification 103 agent state 105 call control 107 delay 109 HTTP 110 IPC 117 launch external application 119 Outbound Dialer 141 run macro 121 set enterprise data 132 timer 134 utility 135 Agent E Mail global settings 199 introduction 197 Agent management work flows general procedure 92 overview 91 setting up CAD activity and agent state work flows 93 setting up time of day work flows 93 Agents changing work flow group assignment 172 configuring 172 Assigning phones to a VoIP monitor service 166 Automated updates Desktop Administrator automated updates 19 Downgrade 20 Automatic state changes enabling disabling 57 April 22 2014 BIPPA User Login setting 218 Browser Setup 72 C CAD Configuration Setup modifying Unified CCX Server IP address 17 settings BIPPA User Login 218 CAD BE Servers 217 Services IP Address 217 CAD BE Servers configuring 217 Cisco Unified CCX Outbound Preview Dialer See Outbound Dialer Cisco Unified Presence server configuring 174 Contact lists adding SMEs 182 configuring 178 creating 178 deleting 180 editing 180 finding 179 finding SMEs 183 Contact Service Queues 206 configuring 207 finding 206 Data fields configuring 69 renaming 70 219 Cisco Desktop Administrator User Guide Desktop Administrator accessing the web application 148 feature levels 12 forcibly unlocking 170 introduction 11 logging in 148 related documentation 13 what s new 12 D
110. format the following three tabs are active m Telephone Number Display Tab page 30 m Outgoing Calls Tab page 31 m Miscellaneous Tab page 35 April 22 2014 29 Cisco Desktop Administrator User Guide 30 Telephone Number Display Tab The Telephone Number Display tab Figure 6 enables you to configure how phone numbers are displayed in Agent Desktop Figure 6 Telephone Number Display tab Telephone Number Display Outgoing Calls Miscellaneous External number format Sample Ww Exchange B00 555 1212 i Subscriber code if Parentheses around area code Area code Exchange Exchange Subscriber code Dash f Dash 0 Space C Space C Mone t None Internal number format Sample 3000 W Leading x Remove first n digits o Remove last n digits oo W Use North American Dial String Formatting Use Yarable Length Dial String Formatting Apply The selections you make are reflected in the Sample fields An exception is if you enter a value in either of the Remove first n digits and Remove last n digits fields In that case the sample does not change Table 2 Telephone Number Display tab fields External number format Specify the calling number and called number phone numbers format Area code Exchange Specify the separator between the area code and exchange Exchange Subscriber Specify the separator between the exchange and the code subscriber code A
111. ged out Figure 80 Force release CDA Lock page NEW Cisco Desktop Administrator v iGo ahal Cisco Desktop Administrator cisco For Cisco Unified Communications Solutions d Help Settings Services Configuration gt Force Release CDA Lock crsadmin About Logout Force Release CDA Lock If another user has CDA locked but closes it without logging out the lock might not be released automatically Use the force release option to forcibly unlock CDA so you can make changes Release Lock To forcibly unlock Desktop Administrator 1 Choose System Configuration gt Force Release CDA Lock The Force Release CDA Lock page appears Figure 80 2 Click Release Lock The lock on the application is released and you can now view and modify data NOTE In a High Availability system you must be logged in to the side on which Desktop Administrator was locked If Desktop Administrator was locked by someone who logged in on Side A you cannot unlock it if you are logged in on Side B 170 April 22 2014 Personnel Configuration Introduction Personnel displays a list of agents configured in Unified CCX This node enables you to view information about agents and assign agent to work flow groups April 22 2014 171 Cisco Desktop Administrator User Guide Configuring Agents You can perform the following tasks from the Agents page of the Personnel node Changing an Agent s Work Flow Group page 17
112. gent Desktop toolbar Buttons that are assigned show an icon next to them unassigned buttons do not show an icon April 22 2014 65 Cisco Desktop Administrator User Guide 66 You cannot change the hint or the shortcut key combination on any of the standard buttons or assign an additional action to them You can however customize the icon displayed on the button see Customizing Button Icons on page 67 To add a button to the toolbar 1 In the list of buttons select the available button you want to add 2 Select the Visible check box and then click Apply Removing a button from the toolbar 1 In the list of buttons select the button you want to remove 2 Clear the Visible check box and then click Apply NOTE If a toolbar button is not visible the shortcut key associated with that button will not function Adding the Cisco Unified Outbound Dialer Toolbar The Cisco Unified Outbound Dialer feature is available only for Agent Desktop Premium version users You cannot add the Outbound Dialer toolbar to CAD BE To add an Outbound Dialer toolbar to Agent Desktop m Inthe Outbound Dialer Mode section select the Direct Preview dialing mode check box and then click Apply The Outbound Dialer buttons are added to the Agent Desktop toolbar For more information see Cisco Unified CCX Outbound Preview Dialer on page 141 Associating Actions with Task Buttons You can associate as many actions with a task but
113. gt External Contacts The External Contacts page appears Figure 91 Select a field for instance Last Name and a descriptor for instance Begins With then type one or more characters in the text field If necessary complete any of the following actions m f you want to add another condition to the search query click A new row containing a field drop down list a descriptor drop down list and a text field appears Repeat step 2 for the new condition m f you want to remove the last condition from the search query click The bottom row is deleted If you click and the search query only contains one condition no change occurs m f you want to remove all of the conditions from the search query click Clear Filter All of the rows except the first row are deleted and the first row is reset to the default value When you are done creating your search query click Find A list of external contacts that match all of the conditions appears Figure 93 Figure 93 External Contact search query and results I Cisco Desktop Administrator Cisco Desktop Administrator v Go etl tetite a cisco For Cisco Unified Communications Solutions le save f nei Settings Cisco Unified Presence Settings gt External Contacts Search For Last Name Begins With Find Clear Filter g a External Contact L st Selected a Last Name First Name URI Phone Number E Schmidt Carty schmic p1 rd id 555 555 555
114. gure 75 Add New page aliji CSCO Desktop Administrator Go cisco For Cisco Unified Communications Solutions save id nep Settings Services Configuration gt Enterprise Data gt Layout List gt Add New Fields In Layout Available _ 231 Cail Variable 1 232 Call Variable 2 200 206 BATimeZone z 207 BACustomerNumber 9WDn 158 April 22 2014 Layouts 3 Complete the fields as described below ENE Name The layout name must be unique and be no longer than meinninimene BoUMaueRnd nense manie characters Available The fields available to be used in the layout The list shows the field s index number and display name Selected The fields that have been selected to be in the layout The list shows the field s index number and display name 4 Use the arrow buttons to move selected fields between the Available and Selected panes Use the double arrow buttons to move all fields from one pane to the other Use the Up and Down buttons to change the order of the fields in the Selected pane 5 Click Save to save the custom layout The layout is added to the Layouts list page 6 When you are finished adding custom layouts click Return to Layout list Copying a Layout 1 Choose Services Configuration gt Enterprise Data gt Layouts The Layout List page appears Figure 74 Select the layout you want to copy The selected layout list page appears Click Copy
115. h came CISCO For Cisco Unified Communications Solutions leg Save Al Help Settings CAD Configuration Setup crsadmin About Logou Automatic Updates Enable Automatic Updates CAD BE Servers Enter the host name or IP address of the primary and optional secondary CAD Base Services server If you have agents outside your firewall use the external host name or IP address that maps to the primary and secondary CAD Base Services servers If all agents are inside your firewall use the internal host name or IP address NOTE The secondary CAD Base Services server must be set up and configured for replication before you can enter information in this section Primary Location Host Name IP Address Secondary Location Host Name IP Address Services IP Address Services must register their IP address with Directory Services in order to function correctly If the server on which the services are installed has more than one network interface card NIC select the IP address of the NIC that is used to communicate with the clients NOTE If you have a High Availability HA system you must configure the IP address for both the Primary and Secondary systems IP Address 10 192 252 52 BIPPA User Login Enter the login ID and password to be used by the Browser and IP Phone Agent BIPPA service to connect to the Unified CM Login ID telecaster Password eovcccccce Confirm Pas
116. h query click A new row containing a field drop down list a descriptor drop down list and a text field appears Repeat step 4 for the new row m f you want to remove the last condition from the search query click The bottom row is deleted If you click and the search query only contains one condition no change occurs m f you want to remove all of the conditions from the search query click Clear Filter All of the rows except the first row are deleted and the first row is reset to the default value April 22 2014 185 Cisco Desktop Administrator User Guide 6 When you are done creating your search query click Find A list of SMEs that match all of the conditions appears Figure 90 Figure 90 Search query with results aliase Cisco Desktop Administrator cisco For Cisco Unified Communications Solutions save copy lt 3 E Heip Contact List Information Contact List Name Marketing Contact List Description Marketing West Search For Included False Last Name Y Begins with J car Ena cear Faver_ J Subject Matter Expert List Sanchez Alessandra sanchea p1 rd ld Sanchez Alexandra sancheal p1 rd ld Sanchez Ali sancheali p1 rd ld Schultz Hannah schulth p1 rd ld Schultz Justin schult p1 rd id Schwartz Brent schwarb p1 rd ld 186 cisco Desktop Administrator IIGo oooooog April 22 2014 Configuring External Contacts Configuring External Contacts If
117. he same CSQ Transfer the e mail to a different more appropriate CSQ Save the e mail as a draft so it can be worked on at a later time Delete the e mail If an e mail address is specified in the Forwarding Address for Deleted E Mails field then the deleted e mail gets forwarded to the specified e mail address where supervisors can evaluate it for true deletion or for requeueing if it needs to be handled Send their response to the customer Their response can include boilerplate text inserted from templates and attached files of any format If the agent s work flow group and E Mail CSQ are configured for review then all the agent s responses are transferred to the E Mail Review CSQ The E Mail Review CSQ is used to review your responses to the customer e mails NOTE E mail cannot be transferred manually to the E Mail Review CSQ Agents who are assigned to the E Mail Review CSQ review each e mail before it is sent to the customer Reviewers can do the following actions on the reply e mail Edit the agent s response and any attachments Requeue the e mail back into the E Mail Review CSQ to be reviewed by another reviewer Transfer the e mail to its original CSQ to be handled by the next available agent In this case any edits the reviewer made to the e mail are preserved and the e mail is saved as a draft The system can be configured to send an automated response to every customer e mail retention periods for keeping e ma
118. he databases are synced automatically wnenever the master Unified CCX database changes However you can manually sync them with the Synchronize Directory Services command NOTE You can synchronize Directory Services manually from the Desktop Administrator web application also See Synchronizing Directory Services on page 169 for more information To synchronize the databases manually 1 Inthe left pane select the Call Center 1 node 2 From the menu choose Setup gt Synchronize Directory Services When the synchronization is complete the system displays a confirmation message that Directory Services was successfully synchronized April 22 2014 Work Flow Configuration Introduction Work Flow Configuration enables you to configure and maintain the appearance and behavior of Agent Desktop CAD BE and IP Phone Agent You can configure the following functions m Dial Strings page 29 m Phone Book page 40 m Reason Codes page 48 m Wrap up Data page 53 m Work Flow Groups page 58 To configure these settings select the appropriate node in the left navigation pane of the Desktop Work Flow Administration window Figure 5 The right display pane shows the selected node April 22 2014 27 Cisco Desktop Administrator User Guide The CAD client applications must be restarted for any configuration changes you make to go into effect Figure 5 Figure 5 Work Flow Configuration window Reason Codes node selected
119. he desktop variable you want to be entered automatically in the enterprise data field Your choices are Agent ID System Name System Time or Skill Group Static Text Enter the static text you want to be entered automatically in the enterprise data field Maximum length of text for ECC fields is 210 characters and for call variables 39 characters 4 Click OK April 22 2014 133 Cisco Desktop Administrator User Guide Timer Action This action is available to Agent Desktop and CAD BE agents at the Enhanced and Premium levels The timer action enables you to trigger Agent State HTTP Agent Notification or Set Enterprise Data actions after a certain amount of time has elapsed under specified circumstances For instance you can configure the Timer action to change the agent s state to Ready if the agent has been in the Work state for 3 minutes To set up a Timer action 1 Set up a new action See Adding a New Action on page 98 The Select Action window appears 2 Select the Timer Action tab and then click New The Timer Action Setup dialog box appears Figure 65 Figure 65 Timer Action Setup dialog box Timer Action Setup Action Name After Call Work Timer Duration minutes seconds 02 00 Timer expiration work flow setup When the timer duration has expired while the phone is ringing lw AND the agent state is equal to Not Ready then execute the following actions Edit OK C
120. hen click Return to Field list Deleting a Field You cannot delete a predefined field You can delete only custom fields If the field selected for deletion is the only field associated with a custom layout you cannot delete it until another field is added to the custom layout or the layout itself will be deleted Either delete the custom layout or add another field to it and then delete the field you originally intended to delete If the field selected for deletion is the only field associated with a default layout you cannot delete it until another field is added to the default layout Default layouts cannot be deleted and must always contain at least one field April 22 2014 155 Cisco Desktop Administrator User Guide To delete a custom field 1 Choose Services Configuration gt Enterprise Data gt Fields The Field List page appears Figure 72 2 If necessary search for the field you want to delete For instructions see Using the Search Function on page 150 3 Select the check box corresponding to one or more custom fields then click Delete Selected The selected fields are no longer displayed in the Field list 4 You must click Save in order for the deletion to take effect 156 April 22 2014 Layouts Layouts The Layout List displays the field layouts available for use in the agent applications Each layout can contain up to 16 fields chosen from the Field List There are two default layouts m d
121. hen you click OK to close the dialog box any CAD desktop application that had been running on your desktop restarts automatically NOTE On a machine where both Supervisor Desktop and Desktop Administrator are installed if an automated update of one desktop application completes successfully but an automated update of the other desktop application fails to complete for any reason then automated updates will no longer work Refer to the Cisco CAD Troubleshooting Guide for more information Application Downgrades CAD desktop applications can be downgraded to the earlier version when required If a service downgrade occurs and automatic updates are enabled in CAD Configuration Setup the CAD desktop applications are automatically downgraded to the older version The existing CAD applications do not have to be manually uninstalled to install the older version 20 April 22 2014 The Desktop Work Flow Administrator Interface The Desktop Work Flow Administrator Interface The Desktop Work Flow Administrator interface has two panes Figure 3 The left pane is a navigation tree similar to that found in Windows Explorer The right pane displays the settings for what you chose in the left pane Figure 3 Desktop Work Flow Administrator interface Cisco Desktop Work Flow Administrator File View Window Help Locations Call Center 1 Telephone Number Display Outgoing Calls Miscellaneous e Work Flow Configuration External numbe
122. hing Desktop Administrator 150 Services IP Address configuring 217 Show Data Fields 69 Show duration 70 Starting Desktop Work Flow Administrator 16 Synchronizing Directory Services 26 T Templates 211 adding 211 deleting 214 Toolbar 65 associating actions with task buttons 66 changing button hints 67 customizing buttons 67 Desktop Work Flow Administrator 21 Outbound Dialer 142 U Unified CCX Server IP address modifying 17 Unified Presence cluster configuring 176 Unified Presence settings introduction 173 Unlocking Desktop Administrator 170 User Interface window 65 Browser Setup tab 72 Miscellaneous tab 71 Remote Access tab 76 Show Data Fields tab 69 Toolbar tab 65 User privileges in Windows XP and Vista 23 V Voice contact work flows 81 and Outbound Dialer 88 data field conditions 85 deleting 88 modifying 87 overview 82 setting up a new work flow 84 voice contact classification 83 wild card searches 87 April 22 2014 Wild card searches 87 Work flow groups 192 adding a contact 193 finding 192 making agents appear offline 195 Wrap up data 53 assigning global 56 assigning work flow 56 creating descriptions 54 deleting descriptions 56 editing descriptions 55 enabling disabling 56 221 Cisco Desktop Administrator User Guide 222 April 22 2014
123. icholas Knight 612 555 1228 Sales Natalie Lambert 952 555 9876 Benefits Joseph Stonetree 651 555 7612 Manager A phone book CSV files must conform to this format and include the headers in the first line During import the file is scanned for illegal characters If any are found they are replaced with question marks NOTE Exported CSV files will always show each field enclosed in double quotes as in the example above This is to ensure that any commas or double quotes that are part of the actual field data are not mistaken for field delimiters If your data does not include these characters you can omit the double quotes in files you prepare for importing To import a phone book 1 Make sure the phone book CSV file is formatted correctly as specified in the section CSV File Format on page 44 2 Inthe Phone Book window click Edit The Phone Book Editor window appears Figure 15 on page 42 April 22 2014 45 Cisco Desktop Administrator User Guide 3 Click Import The Import Select dialog box appears Figure 16 Figure 16 Import Select dialog box Import Select ABC Company cew Find folder cancel Any CSV files located in the default folder C Program Files Cisco Desktop config are listed If your file is located somewhere else click Find folder to browse to its location 4 Select the file you want to import and then click OK The phone book is imported and is added t
124. iguring External Contacts page 187 m Configuring Work Flow Groups page 192 m Configuring Supervisor Chat and Team Messages page 196 April 22 2014 173 Cisco Desktop Administrator User Guide Configuring the Cisco Unified Presence Server Several settings an inbound access control list and the CAD client type must be configured in the Unified Presence server in order for CAD agents to log in For more detailed information on configuring the Unified Presence server consult the Cisco Unified Presence documentation available on www ciSco com Configuring an Inbound Access Control List The Cisco Unified Presence server must be configured to accept inbound requests from agent devices so that when an agent logs into Cisco Agent Desktop the agent s computer will be able to connect to the Unified Presence server You can enable this connection in one of two ways An inbound Access Control List ACL can be configured to allow inbound messages from the agent computer s IP address or to allow all inbound messages To configure the inbound ACL 1 In Cisco Unified Presence Administration navigate to System gt Security gt Incoming ACL 2 Create an incoming ACL with the address pattern set to either the agent PC s IP address or to ALL You can also use digest authentication by configuring digest credentials for each agent To configure digest credentials for an agent 1 In Cisco Unified CM select an agent 2 Se
125. il Processing on Voice Disconnect Resume E Mail Timeout Seconds Maximum Outbound Attachments size MB Forwarding Address for Deleted E Mails Respond using Reply To Header From Incoming Email 2 Complete the fields as described in the table below 200 April 22 2014 April 22 2014 Configuring Global Settings If you change any of the IMAP or SMTP server settings listed below Desktop Administrator attempts to validate the connection and authenticate into the respective IMAP and or SMTP connector If this validation passes the settings are saved If the validation does not pass an error message displays and the settings are not saved NOTE Desktop Administrator validates the connection and authenticates into the SMTP connector specified However a test e mail is not sent as part of the validation The validation does not guarantee agents will be able to send e mails with this connector Additional configuration might be required to give the agents the necessary permissions to send e mail messages See the Cisco CAD Installation Guide and the Cisco CAD Troubleshooting Guide for more information NOTE If you make any changes to the IMAP or SMTP server host IP addresses you must log out exit and restart the CAD desktop application for changes to take effect IMAP Server Host IP The hostname or IP address of the Internet Message Address Access Protocol IMAP server The port used to access the IMAP server User Na
126. il in the e mail store and other settings 198 April 22 2014 Configuring Global Settings Configuring Global Settings You can configure the following settings on the Global Settings page of the Agent E Mail Settings node m IMAP server information m SMTP server information m Other global settings April 22 2014 199 Cisco Desktop Administrator User Guide To configure global e mail settings 1 Choose Agent E Mail Settings gt Global Settings The Global Settings page appears Figure 99 Figure 99 Global Settings page ihal Cisco Desktop Administrator entea Cisco Desktop Administrator i i i cisco Le Save Settings Agent E Mail Settings gt Global Settings For Cisco Unified Communications Solutions I crsadmin About Log Mail Server Settings NOTE After changing the IMAP or SMTP host name IP address all open instances of Agent Desktop must be restarted for the change to take effect If not restarted e mail errors might occur IMAP Server Host IP Address 10 8 200 152 User Name 2007bytestS Password SMTP Server Hest IP Address 10 8 200 152 User Name 2007bytestS Password Other Settings Maximum Number of E Mails on Agent desktop Retention Period for E Mails Sent and Handled Days Retention Period for E Mails Pending Delete and System Status Days Retention Period for E Mails Pending Review Days Enable E Mail Print Button Enable Re queue of E Mails on Agent Logout Enable Resume E Ma
127. ild Card Searches You can use wild cards when entering strings in the data field conditions list pane This enables you to avoid having to enter many strings if the strings you want to list have common elements Wild card characters used are the asterisk and the question mark An asterisk in a string replaces any quantity of characters as long as the other characters in the string match For instance ABC matches strings that begin with ABC but end in any quantity of any characters A question mark in a string replaces any character but the length of the string must be exactly as represented For instance ABC matches strings that begin with ABC and end in two other characters Double quotes around a string searches for the exact characters within the double quotes including the wild card characters and For instance 123 ABC matches only the string 123 ABC and does not allow the asterisk to act as a wild card Modifying a Voice Contact Work Flow You can modify the default work flow and any custom work flows you create NOTE The classification filter for the Default work flow is Inbound Calls This cannot be changed To modify a voice contact work flow 1 From the Voice Contact Work Flow List select the work flow you want to modify and then click Edit m If you selected a custom work flow the Edit Voice Contact Classification dialog box appears April 22 2014 87 Cisco Desktop Administrator U
128. inistrator User Guide E Mail Contact Work Flows The E Mail Contact Work Flows node is used to enable disable the E Mail Review CSQ for members of the work flow group When this setting is enabled and the agent responds to an e mail from a CSQ associated with Review CSQ then all the agent replies to customer e mails are automatically routed to Review CSQ instead of sending them directly back to the customer Agents with skill assignment for Review CSQ are responsible for reviewing and editing the content of the response before the e mail reply is sent to the customer NOTE To incorporate the review process into the e mail handling process you must configure both the work flow group in the Work Flow Configuration node and the e mail CSQ settings in Desktop Administrator For more information on Review CSQ and CSQ settings see Configuring Contact Service Queue Settings on page 206the Configuring Contact Service Queue Settings section of the Cisco Desktop Administrator User Guide When you select the E Mail Contact Work Flows node in the navigation tree the E Mail Contact Work Flows window is displayed Figure 38 You can enable Review CSQ for the agent work flow group by selecting the check box Figure 38 E Mail Contact Work Flows Agent E Mail Features W Enable E Mail Review CS0 90 April 22 2014 Agent Management Work Flows Agent Management Work Flows Agent management work flows manage agent activity based on
129. ion This action enables you to set one enterprise data field variable that appears in the Agent Desktop or CAD BE enterprise data pane to a desktop variable or static text of your choosing The action is available only for the Ringing and Answered events NOTE Do not include a Set Enterprise Data action in the same work flow as the following Call Control actions blind transfer single step transfer supervised transfer blind conference single step conference or supervised conference This can cause a critical race condition that results in the enterprise data not being available 132 April 22 2014 Actions To set up a Set Enterprise Data action 1 Set up a new action See Adding a New Action on page 98 The Select Action window appears 2 Select the Set Enterprise Data tab and then click New The Set Enterprise Data Action Setup Editor dialog box appears Figure 64 Figure 64 Set Enterprise Data Action Editor dialog box set Enterprise Data Action Editor Action Name Enterprise Data Field to set Source for the Data l Desktop Variable f Static Text 3 Complete the dialog box as follows Enter a name for the new action Enterprise Data Select the enterprise data field you whose content Field to Set you want to set You can choose from among ECC call and BA Cisco Outbound Dialer variables Select one of the following data sources Desktop Variable From the drop down list select t
130. ion of spaces hyphens and periods in the phone number m Numbers shorter than 10 digits such as local numbers without area codes or phone extensions cannot be dialed m The phone number cannot contain alpha characters For instance the phone number 800 GET PZZA cannot be dialed m Phone numbers that are actually image files or are populated from databases cannot be dialed m Some web sites hide hyperlinks the phone number might not look like it is hyperlinked but it actually is and can be dialed For more information see Dialing Hyperlinked Phone Numbers in the Cisco CAD User Guide Configuring the Number of Browser Tabs Choose O to 10 in the Number of Work Flow Browsers field to set how many browser tabs appear in Agent Desktop this feature is not available in CAD BE If you choose O only the supervisor push page tab appears it is always enabled If you choose 1 to 10 that many tabs in addition to the supervisor push page tab appear Work flow HTTP actions can be set up to display web pages in a specific browser tab See HTTP Action on page 110 for more information 14 April 22 2014 User Interface Enabling Popups to be Displayed in a New Window You can enable disable popups to be displayed as regular Internet Explorer popup windows in Agent Desktop by selecting or clearing the Popups In New Windows check box When enabled popups are displayed as regular Internet Explorer popup windows When disabled
131. ired 4 When you are finished associating events with actions click Apply to save the agent management work flow To set up a time of day work flow 1 Select the Time of day event from the Event pane 2 Under the Rules pane click New to set up a new rule The New Rule Name dialog box appears April 22 2014 93 Cisco Desktop Administrator User Guide 3 Enter the name of the new rule and then click OK The fields in the Current Rule Conditions section of the window are enabled and the Time of Day Condition dialog box appears Figure 41 Figure 41 Time of Day Conditions dialog box Time of day Condition Time of day Condition V Enable Condition V Enable Condition Time of day asom Time ofday 4 30PM 0 Day s of week Sunday C Day s of week Date V Monday Date Sun Mon Tue Wed Thu Fri Sat 7 3 4 M Tuesday 5 678901 12 13 14 15 16 17 18 19 20 Z 22 23 24 25 26 27 28 29 P V Wednesday V Thursday V Friday Saturday Cx cance _ Days of the Week view Date selection view 4 Set up the day or date conditions for the rule and then click OK a To specify that an action takes place every week on certain days or ata certain time select Day s of the week and then select the desired days You must specify a time of day as well b To specify that an action takes place on a specific date select Date and then select the desired date from the calendar Today s date is circled in red
132. isor can then review the deleted e mails using a third party e mail client and determine if they should be requeued or permanently deleted E mails might contain a reply to e mail address that is different from the e mail address from which it was sent Select this check box to enable agent responses to be sent to the reply to e mail address when one is present 3 Click Save to save your changes NOTE By default Agent E Mail alerts are turned off These alerts notify you through logs that the page is not configured properly or it cannot connect to the IMAP SMTP server or there is an invalid IMAP SMTP server setting The alerts can be enabled through the CLI 204 April 22 2014 Configuring Global Settings command set uccx cad log servicename log lt key gt lt value gt where lt key gt Alarm and lt value gt Enable or Disable See Executing CLI Commands in the Cisco CAD Troubleshooting Guide for more information April 22 2014 205 Cisco Desktop Administrator User Guide Configuring Contact Service Queue Settings There are two types of Agent E Mail CSQs m CSQ Customers send e mails to e mail addresses assigned to specific customer service queues The CSQs funnel the customer e mails to agents who service those CSQs Agents receive customer e mail when in E Mail Ready state and reply to the e mails The e mail responses are delivered to the customers without any internal review m Review CSQ Agent e mail
133. k Flows 90 m Agent Management Work Flows 91 Creating an Agent Management Work Flow 92 m Actions 96 Action Availability 97 Adding a New Action 98 Editing an Action 99 Deleting an Action 99 Importing and Exporting Actions 99 Agent Notification Action 103 Agent State Action 105 Automated Reason Codes for Agent State Changes 105 Call Control Action 107 Delay Action 109 HTTP Action 110 Reserved Characters 113 Example of an HTTP Request 114 IPC Action 117 Launch External Application Action 119 Run Macro Action 121 Macro Recording Tips 122 Allowed Macro Keystrokes 124 Recording Macros 125 Data Fields 129 Set Enterprise Data Action 132 Timer Action 134 Utility Action 135 High Priority Chat Messages 135 m Agent State Change Notification and Announcement 137 m Cisco Unified CCX Outbound Preview Dialer 141 Outbound Dialer Actions 141 Outbound Dialer Toolbar 142 o E Contents Outbound Dialer Enterprise Data 144 m Cisco Unified CCX Web Chat 146 3 m Introduction 147 Accessing Desktop Administrator 148 Using the Search Function 150 ee 4 Services Configuration 151 m Introduction 151 m Configuring Enterprise Data 152 m Fields 153 Creating a Custom Field 153 Editing a Field 155 Deleting a Field 155 m Layouts 15 7 Creating a Custom Layout 158 Copying a Layout 159 Editing a Layout 159 Deleting a Layout 160 m Configuring Display Settings 161 m Configuring Desktop and Server Monitoring and Recording 164 Enabling Desktop Monitoring 164
134. ke Call dialog box must be closed if it is open the action will close it The message sent to Agent Desktop must conform to this XML format Bold text indicates a variable that must be replaced with your own values lt xml version 1 0 gt lt IPC Receive Event Message gt lt IPCActions gt lt IPCMakeCallAction gt lt ActionName gt IPC Make Call Action lt ActionName gt lt PhoneNumber gt 2961 lt PhoneNumber gt lt DisplayError gt true lt DisplayError gt lt IPCMakeCallAction gt lt IPCActions gt IPC High Priority Chat Action For the IPC High Priority Chat action to be successful the agent must be logged in The message sent to Agent Desktop must conform to this XML format Bold text indicates a variable that must be replaced with your own values lt xml version 1 0 gt lt IPC Receive Event Message gt lt IPCACT LONnS gt April 22 2014 User Interface lt LECHLGNP Priority ChalActLon gt lt ActionName gt IPC High Priority Chat Action lt ActionName gt lt MessageText gt Need help from supervisor lt MessageText gt lt IPCHighPriorityChatAction gt lt IPCActions gt IPC Record Action For the IPC Record action to be successful Acall appearance must be present in Agent Desktop m The call must be connected on hold or conferenced The call must be the first call appearance listed in Agent Desktop The message sent to Agent Desktop must conform to this XML format The action
135. lays a custom message popup window on the page 103 agent s desktop when a certain event occurs Agent State Action page Sets an agent state 105 Call Control Action page Answers drops conferences transfers or makes 107 a call or inputs touch tones during a call Delay Action page 109 Inserts delay time in series of actions HTTP Action page 110 Enables the Agent Desktop and CAD BE integrated browser to interact with a web application IPC Action page 117 Passes enterprise data or user defined data from the agent desktop to a custom third party application Launch External Application Starts a third party application Action page 119 Run Macro Action page 121 Plays back a recorded sequence of keystrokes Set Enterprise Data Action Automatically changes an enterprise data field in page 132 Agent Desktop to a selected desktop variable or static text Timer Action page 134 Triggers actions after a specified time has elapsed Utility Action page 135 Run a utility such as start and stop recording or sending a predefined high priority chat message to a supervisor 96 April 22 2014 Actions Action Availability Not all actions are available for all events or for all types of agents Table 11 shows which actions are available for the three types of work flows and for each type of agent CAD agents and CAD BE agents Table 11 Action availability per work flow type and agent type Agent Notification
136. le Resume E Mail Processing on Voice Disconnect Resume E Mail Timeout Seconds Maximum Outbound Attachment Size MB Forwarding Address for Deleted E Mails Respond using Reply To Header From Incoming E Mail Select this check box to enable agents to automatically return to an e mail in its previous state before being interrupted by an ACD call After the ACD call ends the agent resumes e mail processing or the agent moves to the Work state When the agent completes the ACD call and the work required for it the system returns the agent to the previously active e mail for processing If no e mail was active the agent will be automatically returned to the prior e mail agent state either Ready or Not Ready The time delay for Agent Desktop to resume processing the interrupted e mail after an agent completes an ACD call If the system delivers a new ACD call before the configured time delay the agent will remain in the E Mail Not Ready state and the system will not return the agent to the previously active e mail The maximum size of a file in MB that agents can attach to an outgoing e mail The default value is 10 MB and the maximum allowed size is 50 MB NOTE This value must not exceed the maximum outbound attachment size limit set in the Microsoft Exchange Server if that is less than 50 MB Optional An external e mail address to which all agent deleted e mails are sent An administrator or superv
137. lick Save Editing a Contact List To edit a contact list 1 Choose Cisco Unified Presence Settings gt Contact Lists The Contact Lists page appears Figure 83 2 If necessary search for the contact list you want to edit For instructions see Finding a Contact List on page 179 180 April 22 2014 April 22 2014 Configuring Contact Lists 3 Select the contact list by clicking its name The page for that specific contact list appears Figure 85 Figure 85 Contacts List page specific list ali Gisco Desktop Administrator cisco For Cisco Unified Communications Solutions ke save copy lt 3 g Hew Settings Cisco Unified Presence Settings gt Contact Lists gt Shipping Cisco Desktop Administrator Contact List Information Contact List Name Shipping Contact List Description Shipping Search For Included True Subject Matter Expert List Find _Giear Fiter_ O O URI Included H44 Goto 1 of 2 PPH Results Per Page 4 10 gt Last Name First Name URI Included Emmanuel Jacobs 2073 P1 RD LD Tal Gary Mahle f mahleg p1 rd id v MA4 Goto i lofa PH Results Per Page 4 10 gt 4 Complete one or both of the following operations If you want to remove one or more SMEs from the contact list clear the corresponding check boxes in the Included column If you want to change the description of the contact list type the new description in the Contact List Description fiel
138. lick Save to save your changes The template is added to the Template List Copying a Template You can copy the information of an existing template and then customize that information for a new template You might want to do this if the name description type and or text of a new template is very similar to the name description type and or text of an existing template To copy a template 1 Choose Agent E Mail Settings gt Templates The Template List page appears Figure 102 2 If necessary search for the template you want to copy For instructions see Using the Search Function on page 150 3 Click the template you want to copy The Template Information page appears 4 Click Copy The Template Information page now shows the template name as Copy of lt original template name gt and the description as Copy of lt original template description gt The original template s text is also displayed 5 Customize the template information fields to be appropriate for the new template and then click Save The new template is now listed in the Template List page April 22 2014 213 Cisco Desktop Administrator User Guide Deleting a Template To delete a template 1 Choose Agent E Mail Settings gt Templates The Template List page appears Figure 102 2 If necessary search for the template you want to delete For instructions see Using the Search Function on page 150 3 Select the check box correspon
139. m the call Supervised conference The Supervised conference action conferences the active call by specifying the number with which the agent wants to conference the call The agent can either add the third party to the call without first speaking to him or her or speak to the third party before actually completing the conference call The agent can alternate between parties or complete the conference call 107 Cisco Desktop Administrator User Guide 108 m Supervised transfer The Supervised transfer action transfers the active call by specifying the number to which the agent wants to transfer the call The agent can either hang up before the third party answers or stay on the line and speak to the third party before actually transferring the call The agent can switch between parties or complete the call transfer m Touch tones The Touch tones action enters numbers or symbols on the number pad during an active call These actions can be associated with an event a rule and a task button For example a task button could be configured to execute a call control action that blind transfers a call to the agent s supervisor To set up a Call Control action 1 Set up a new action See Adding a New Action on page 98 The Select Action window appears Select the Call Control tab and then click New The Call Control Action Setup dialog box appears Figure 52 Figure 52 Call Control Action Setup dialog box Call Control
140. m the search query click Clear Filter All of the rows except the first row are deleted and the first row is reset to the default value When you are done creating your search query click Find A list of results that match all of the criteria appears April 22 2014 Services Configuration Introduction You can perform the following tasks in the Services Configuration node m Configuring Enterprise Data page 152 m Configuring Display Settings page 161 m Configuring Desktop and Server Monitoring and Recording page 164 m Synchronizing Directory Services page 169 m Releasing the Desktop Administrator Lock page 170 April 22 2014 151 Cisco Desktop Administrator User Guide Configuring Enterprise Data The Enterprise Data node has two pages the Fields page and the Layout List page You can perform the following tasks on the Fields page m Creating a Custom Field page 153 m Editing a Field page 155 m Deleting a Field page 155 You can perform the following tasks on the Layout List page m Creating a Custom Layout page 158 m Copying a Layout page 159 m Editing a Layout page 159 m Deleting a Layout page 160 Enterprise data is information associated with an incoming call It is displayed in the Contact Management pane of Agent Desktop and CAD BE and on the Caller Data screen in IP Phone Agent 152 April 22 2014 Fields Fields Enterprise data fields and layouts are configured under the Enterprise
141. mat 1 Choose the number format and then click Edit The Edit City Subscriber Code Lengths dialog box appears 2 Make your changes and then click OK 3 Click Apply to save your changes The phone number format is changed To delete a phone number format 1 Choose the number format and then click Delete 2 Click Apply to save your changes The phone number format is deleted Miscellaneous Tab The Miscellaneous tab for the variable length dial string format is the same as the tab for the North American dial string format See Miscellaneous Tab on page 35 for a description of the Miscellaneous Tab April 22 2014 39 Cisco Desktop Administrator User Guide Phone Book Agents have a number of phone number lists available to them m The Recent Call List a dynamic list of up to 100 recently called phone numbers kept by Agent Desktop m Apersonal phone book created and maintained by the agent and enabled disabled by the system administrator m Upto 256 phone books includes global and work flow group phone books Each phone book supports a maximum of 3 000 directory entries m CAD supports in total up to 10 000 directory entries that includes global work flow group or personal phone book entries m Work flow group phone books created by the system administrator with the work flow group Phone Book function Global phone books which are available to all agents are created and maintained using the Phone Book
142. matic state changes can be enabled or disabled only on the work flow group level To enable or disable automatic state changes 1 Select the Wrap up Data node under the work flow group whose automatic state changes you want to enable or disable 2 Select or clear the Enable Automatic State Change check box 3 Click Apply April 22 2014 57 Cisco Desktop Administrator User Guide Work Flow Groups Use the Work Flow Groups function to create and configure agent work flow groups Figure 23 Figure 23 Accessing the Work Flow Group functions in the navigation pane Locations Call Center 1 in Work Flow Configuration 3 Dial Strings EER Phone Book By Reason Codes ie Wrap Up Data Work Flow Groups default Enterprise Data Reason Codes ii Wrap Up Data B Phone Book El CAD Agent ag User Interface J Voice Contact Work Flows E Mail Contacts Work Flows J Ogent Management Work Flows B CAD BE Agent ag User Interface J Voice Contact Work Flows Ea IP Phone Agent Recording workflow 1 workFlow2 Under the Work Flow Groups node are individual work flow groups Initially there is a default work flow group which can be edited renamed or deleted You can also create additional work flow groups When you click on a work flow group the elements that make up and apply only to that work flow group appear as Subnodes m Enterprise Data Configure enterprise data on the agent desktop m Reason Codes As
143. me Username required to gain access to the IMAP server If the e mail account associated with the inbox on the MS Exchange IMAP server is also associated with an NT domain account the IMAP server login field must be Specified as that domain account s alias For example if your MS Exchange user login name e mail address is Jane Doe mydomain com and the account s alias is jdoe then the IMAP login is jdoe If you are using Integrated Windows Authentication then the username must be in Windows domain login format Using the previous example the username entered must be mydomain jdoe NOTE This e mail account must be valid and able to receive e mail for Agent E Mail to work 201 Cisco Desktop Administrator User Guide Password Password required to gain access to the IMAP server Supported authentication mechanisms are plain text authentication logon either through Basic Authentication or Integrated Windows Authentication and secure logon using Transport Layer Security TLS SMTP Server Host IP The hostname or IP address of the Simple Mail Transfer Address Protocol SMTP server Port The port used to access the SMTP server User Name Username required to gain access to the SMTP server Enter a valid e mail reply address This is usually the default reply address for the account configured on the IMAP server For example if the IMAP username is jane doe mydomain com then that is also the SMTP username A differe
144. n HTTP action This action takes the customer entered account information from the IVR part of the call s enterprise data and pops a web page in Agent Desktop s or CAD BE s integrated browser that displays the customer s account information to the agent 4 The agent answers the phone call and is ready to assist the customer Creating a Voice Contact Work Flow 82 The general procedure for creating a voice contact work flow is as follows 1 Set up a new voice contact classification filter a Select the type of call the work flow applies to inbound outbound or all Calls NOTE An Outbound Dialer customer call can appear as inbound or outbound Therefore when creating an Outbound Dialer work flow select all calls as your voice classification filter b If required further classify the call by specifying it must meet various data field conditions Set up the second level of filtering a Select the call or agent state event Ringing Answered Work or Dropped b If required set up one or more rules with data field conditions that the call must meet c Set up one or more actions that will take place if the call or agent event meets the rules data field conditions Set up as many second level filters as needed for calls selected by the first level filter You can set up rules and actions for each of the filtered call s call or agent events NOTE It is possible to set rules and conditions that a
145. n action displays a custom message popup window on the agent s desktop when a certain event occurs For instance when an agent logs out a popup window reminding the agent to complete his time card could pop up on his desktop To set up an Agent Notification action 1 Set up a new action See Adding a New Action on page 98 The Select Action window appears April 22 2014 103 Cisco Desktop Administrator User Guide 2 Select the Agent Notification tab and then click New The Agent Notification Action Setup dialog box appears Figure 47 Figure 47 Agent Notification Action Setup dialog box Agent Notification Action Setup Action Name TimeCardReminder Type a message to display on the agent desktop Remember to fill out your time card before you go home Preview 3 Enter an action name select the icon you want to appear in the popup window and then type your message 4 Click Preview to view the popup window Figure 48 NOTE The title bar on the actual popup window might contain truncated text because Windows automatically adds Cisco Agent Desktop to the beginning of the title bar text and the popup window does not resize Figure 48 Preview of an Agent Notification popup window Agent Notification Action 1 Remember to fill out your time card before you go home OK 5 Click OK 104 April 22 2014 Actions Agent State Action An Agent State action enables you to select an
146. n agent receives a Non ACD call the agent is put into the Not Ready state by Unified CCX and the reason code 32 761 Non ACD Call is entered April 22 2014 Reason Codes The reserved reason codes are listed in Table 7 Table 7 Reserved reason codes 1000 ACD voice The system issues this reason code when an agent is in the Ready state for both voice and e mail and then receives an ACD call and the e mail state changes to the e mail Not Ready state 32755 Not Ready Call ended The system issues this reason code when an agent is moved to the Not Ready state after handling a Unified CCX call 32756 Not Ready Device in service phone up The system issues this reason code when the agent s phone comes up after it has been through a Phone Down state 32757 Not Ready CallManager failover The system issues this reason code when the Unified CM fails over and the agent is moved to the Not Ready state 32758 Not Ready Work timer expired The system issues this reason code when an agent s state is changed from Work to Not Ready This change occurs if the Work state for that agent s Contact Service Queue CSQ is associated with an expired wrap up time 32759 Not Ready Device out of service phone down The system issues this reason code if the agent s phone crashes and that agent is placed in the unavailable state 32760 Not Ready Logon The system issues this reason code when an agent logs in and is automatically placed in
147. neous options m Select or clear the appropriate check boxes on the Miscellaneous tab as desired and then click Apply to save your changes Variable Length Dial String Format If you choose the variable length dial string format the following three tabs are active m Telephone Number Display Tab page 37 m Phone Number Format Tab page 38 m Miscellaneous Tab page 39 36 April 22 2014 Dial Strings Telephone Number Display Tab The Telephone Number Display tab Figure 11 enables you to configure how phone numbers are displayed in Agent Desktop Figure 11 Telephone Number Display tab Telephone Number Display Phone Humber Format Miscellaneous External number format S ample ii 234 56789 i Subscriber code W Parentheses around city cade City Subscriber code Dash C Space f None Internal number format i Leading s Sample 2000 Remove first n digits oo Remove last n digits oo Use North American Dial String Formatting W Use Variable Length Dial String Formatting Apply The selections you make are reflected in the Sample fields An exception is if you enter a value in either of the Remove first n digits and Remove last n digits fields In that case the sample does not change NOTE The number of digits displayed in each section of the sample phone number is for illustration only The samples do not reflect the number format you set up on the Phone Number
148. nging to your system or any other system as long as those instances are the same version of Desktop Work Flow Administrator and can access the file storage folder April 22 2014 99 Cisco Desktop Administrator User Guide Types of actions that can be exported and imported are m Run Macro action m HTTP action m PC action m Launch External Application action The rules and events associated with the actions are not part of this function and cannot be exported or imported You can export only one action at a time For example if there are five actions you want to export from a work flow group you must export each action individually You can add a description limited to 255 characters to the exported action for easier identification when importing to another work flow group If an imported action has the same name as an action already present in the work flow group you will be prompted to rename the imported action To export a work flow action 1 Select the work flow group whose action you want to export The Import Export Work Flow Actions window appears Figure 44 100 April 22 2014 Actions If there are actions available for import and or export the Import and or Export button is enabled If there are no actions available for the specific action that button is disabled Figure 44 Import Export Work Flow Actions window Import Export Work Flow Actons Import Export April 22 2014 101 Cisco Desk
149. nified Presence Server For example username domain com The full name under personal contacts is displayed only if they are configured within a contact list NOTE Searches are not case sensitive For example if you type a lowercase letter s in a search field the results will include all items that begin with the lowercase letter s and the uppercase letter S NOTE You can only search for SMEs from the page of a specific contact list 183 Cisco Desktop Administrator User Guide 184 To find SMEs 1 Choose Cisco Unified Presence Settings gt Contact Lists The Contact Lists page appears Select a contact list by clicking its name The page for that specific contact list appears If you do not want the search results to include SMEs who are already in the current contact list select Included from the Search for field drop down list and False from the criterion drop down list then click A new condition with default values Included and True is added to the search query Figure 88 NOTE If you use the Included field in a search condition you must add a second condition that uses the Last Name or First Name field You cannot search using the Included field alone Figure 88 Search query with two conditions default July CSCO Desktop Administrator Go cisco For Cisco Unified Communications Solutions save coy lt 3 E Help Settings Cisco Unified Presence Settings gt Contact Lists gt
150. ns to run when the event occurs and the rules are met You can select an existing action or create a new action If the action you select cannot be associated with the event you will receive an error message See Actions on page 96 for more information 6 Repeat steps 1 through 5 for as many events as desired 7 When you are finished associating events with rules and actions click Apply to save the new voice contact work flow Data Field Conditions Data field conditions are criteria that a call s selected enterprise data fields must meet in order for a voice contact classification or a work flow rule to be enforced You can configure up to 3 data field conditions for a voice contact classification filter and for a work flow rule You specify if all the data field conditions must be met an AND statement or if any of the data field conditions must be met an OR statement April 22 2014 85 Cisco Desktop Administrator User Guide To do this you use the Data Field Condition dialog box for a voice contact classification Figure 37 or the Current Rule Conditions section of the Voice Contact Work Flow window for a work flow rule Figure 37 Data Field Condition dialog box Data Field Condition Data Field hd kW Enable Condition Data Field Filter s Empty C Is Not Empty C le Notin the List C Length of Data Length of Data Enterprize Field sin the List a a aa To set up data fiel
151. nt reply e mail address can be configured as long as it is a working e mail address that can be used to send mail by the MS Exchange server NOTE This e mail account must be valid and able to send e mail for the Agent E Mail feature to work NOTE If you are using Open Relay the SMTP username and password fields must be left blank No authentication is completed when connecting to an Open Relay connector Password Password required to gain access to the SMTP server Supported authentication mechanisms are Open Relay Basic Authentication and Integrated Windows Authentication over non encrypted or TLS Transport Layer Security connections NOTE If you are using Open Relay the SMTP username and password fields must be left blank No authentication is completed when connecting to an Open Relay connector Other Settings 202 April 22 2014 Configuring Global Settings Maximum Number of E Mails on Agent Desktop Retention Period for E Mails Sent and Handled Days Retention Period for E Mails Pending Delete and System Status Days Retention Period for E Mails Pending Review Days Enable E Mail Print Button Enable Re queue of E Mails on Agent Logout The maximum number of e mails an agent can have on the desktop at any one time Minimum is 1 maximum is 5 The e mails can be in draft or in process The number of days that sent and handled e mails are retained in the mail store After the time
152. nt state changes verbally using the Agent Notification action 1 Create a new Agent Notification action See Agent Notification Action on page 103 2 When configuring the action complete the Agent Notification dialog box with a relevant custom message as shown in the example in Figure 67 Figure 67 Agent Notification Action Setup dialog box Agent Notification Action Setup Action Mame Work State Type a message to display on the agent desktop You are now in Work Skate Preview cma April 22 2014 137 Cisco Desktop Administrator User Guide 3 Associate the new action with a work flow so that it is launched when the agent state changes For example if you are configuring the Work event in the Voice Contact Work Flows node apply an agent notification action as shown in Figure 68 Figure 68 Agent Notification action on the Work event Voice Contact Work Flow lt Defaulk Rules fof current E went Achons fof curent Rule Del Curent Rule Conditions lt Detfault gt Data Field Conditions Et I 4 Click Apply The change goes into effect when the agent restarts Agent Desktop To announce agent state changes verbally using the Launch External Application action 1 Create a new Launch External Application action See Launch External Application Action on page 119 2 When configuring the action complete the Launch External Application dialog box as shown in the example in Figu
153. o the list of available phone books in the Current List pane The CSV file name without the CSV suffix becomes the phone book name If that name is already in use you will be asked if you want to replace the existing phone book with the imported phone book If you do not want to replace the existing phone book cancel the import rename the CSV file and try again NOTE Phone book names are not case sensitive For example if you create a phone book named PBOOK1 and then create another phone book named pbook1 the second phone book will overwrite the first phone book 5 Click OK to close the Phone Book Editor window To export a phone book 1 Inthe Phone Book window click Edit The Phone Book Editor window appears Figure 15 on page 42 46 April 22 2014 Phone Book 2 Inthe Current list pane select the phone book you want to export and then click Export The Export Phone Book dialog box appears Figure 17 Figure 17 Export Phone Book dialog box Export Phonebook Save phone book to cs File in Folder phone books Browse to a different Folder Cancel 3 The default export location is the C Program Files Cisco Desktop config folder If you have imported or exported a phone book previously the location you chose then is shown If you want to export the phone book to a different location click Browse to a different folder and navigate to that location 4 Click OK The phone book is exported to
154. ogout reason codes are enabled or disabled on the work flow group level When creating reason codes follow these guidelines m Descriptions can consist of up to 40 alphanumeric characters No punctuation or other characters are allowed m No agent state can contain duplicate numbers and descriptions among its reason codes m Reason code numbers can be any number from O to 999 excluding 22 and 33 which are predefined reserved reason codes If you try to create a reason code using either of those numbers CAD desktop applications will not function properly NOTE While O is an allowed reason code number it is strongly recommended that you do not use it Using O as a reason code can result in control failures or missing agent state events in Unified CCX m You cannot enable reason codes unless at least one user defined reason code exists for Logout and one exists for Not Ready NOTE Agents must restart Agent Desktop CAD BE and IP Phone Agent to see any changes you make to reason codes April 22 2014 Reason Codes NOTE For Chinese Japanese and Korean localized sites reason codes might not appear correctly in IP Phone Agent due to the phone limitations on multi byte characters Assigning Reason Codes To assign global reason codes 1 Select the Work Flow Configuration gt Reason Codes in the navigation tree to display the Reason Codes window Figure 19 left Figure 19 Reason Codes window Logout Not Re
155. on action 1 Set up a new action See Adding a New Action on page 98 The Select Action window appears April 22 2014 Actions 2 Select the Launch External Application Action tab and then click New The Launching External Application Action Setup dialog box appears Figure 60 Figure 60 Launching External Application Action Setup dialog box Launching External Application Action Setup Acton Name Launch WordPad Application CAProgram Files Windows NT Accessories tw OARDPAD E Browse Arguments Available Argumenta Account Humber Account Humber ANI Alerting Humber Call Duration API Application Data BAA ccounth umber BABuddyN ame BACampaign BAD aledListiD BAR esponse B AStatus BAT ime one cico cem Category Enterprize Field Cancel 3 Enter a name for the action and enter the path to the desired application s location Make sure the application is located so that it is available to Agent Desktop at runtime 4 Add any arguments you want to pass to the application Choose the desired argument in the Available Arguments list and use the left arrow to add it to the Argument list Use the up and down arrows to reorder the Argument list 5 When you have finished entering information click OK Run Macro Action A macro is a shortcut for a sequence of keystrokes For example you might record a macro that performs the following tasks with each incoming
156. on is turned off NOTE When configuring a work flow that includes a recording action you must consider the bandwidth and storage capacity of your system For more information on recording bandwidth and storage requirements see Solution Reference Network Design SRND for Cisco Unified CCX available at http www cisco com en US products sw custcosw ps1846 prod ucts_implementation_design_guides_list ntml April 22 2014 Agent State Change Notification and Announcement Agent State Change Notification and Announcement Agent Desktop can be configured so that agents who are vision impaired are notified of agent state changes This is accomplished by creating work flows that either pop agent notifications that can be read by a screen reader or that launch an appropriate recorded message that is played through the agent s computer speakers The type of work flow you create depends on which agent state change you want to announce m Use a voice contact work flow to announce transition to the Work state m Use an agent management work flow to announce transition to the Ready and Not Ready state Use either of the following actions with the work flow m Agent Notification action A custom message is popped on the agent s desktop when the agent changes agent state This notification can then be read by a screen reader m Launch External Application action A sound file is played when the agent changes agent state To announce the age
157. one book 1 In the global or work flow group Phone Book window click Edit The Phone Book Editor dialog box appears Figure 15 Figure 15 Phone Book Editor dialog box Phone Book Editor Phone Books ABC Company phone book First Name Last Hame Current list Phone Number Notes Amanda Cohen 6511234 Nicholas Knight 612 555 1225 Sales Natalie Lambert 962 555 9876 Benefits Joseph Stonetree 651 555 7612 Manager Dea Rename Beta Export Impor 2 Enter a new phone book name in the Phone Books field and then click Add The name of the new phone book is added to the list of phone books 3 Click OK The new phone book is saved and the Phone Book Editor dialog box closes To add phone book entries 1 In the Phone Book window choose the phone book you want to edit from the drop down list and then click Edit The Phone Book Editor dialog box appears 42 April 22 2014 Phone Book 2 Enter a first and last name phone number required and optional note for a person or company and then click Add to add the information to the phone book The Phone Number field allows only these characters m Numbers 0 9 m Letters aA zZ Apostrophe m Left and right parentheses m Plus sign m Forward slash Colon m Period m Equal sign m Question mark m Space If you enter any other character you are advised you used a disallowed character The disallowed char
158. ontrol drop down list The Automate Reason button appears in the dialog box Figure 50 Figure 50 Agent State Action dialog box with Automate Reason button Agent State Action Setup Acton Name Oificework Agent State Control NotReady Automate Reason Cancel Click Automate Reason The Select Reason dialog box appears Figure 51 This dialog box contains the reason codes already set up in the system Figure 51 Select Reason dialog box Select Reason for Not Ready Description Agent will choose 2 records update 4 client followup Select the reason code you want to be entered automatically when the action is triggered and then click OK The default is Agent will choose If you select this the agent will have to manually enter the reason code The dialog box closes and the Agent State Action Setup dialog box is displayed with the number of your chosen reason code entered in the gray box next to the Automate Reason button Click OK April 22 2014 Actions Call Control Action Call Control actions include April 22 2014 Answer The Answer action answers an inbound call Blind conference The Blind conference action conferences the active call with a predefined phone number NOTE If the predefined phone number to conference is longer than 7 digits the blind conference will not complete This is due to the speed at which the phone number is processed CAD requires the phone number be diale
159. orm to this XML format Bold text indicates a variable that must be replaced with your own values lt xml version 1 0 gt lt IPC Receive Event Message gt lt IPCActions gt lt IPCSetVariableAction gt lt ActionName gt IPC Set Variable Action lt ActionName gt lt Variable gt BAResponse lt Variable gt lt DataValue gt 03 05 2009 05 45 lt DataValue gt lt IPCSetVariableAction gt lt IPCActions gt 80 April 22 2014 Voice Contact Work Flows Voice Contact Work Flows Voice contact work flows manage agent activity based on voice call events Once a call is Classified it is further filtered according to events rules and actions Voice contact work flows Figure 34 are available to Agent Desktop and CAD BE agents Figure 34 Voice Contact Work Flows flow chart For example a voice contact work flow could be set up as follows 1 Acall comes into the contact center and is routed to an agent in the Ready state April 22 2014 81 Cisco Desktop Administrator User Guide 2 The Voice Contact Classification filter determines which work flow to select It examines the inbound call s enterprise data original dialed number and determines that it is a call for Product A technical Support and thus meets the data conditions of Work Flow 1 The call is now subject to the second layer of filtering set up in Work Flow 1 Work Flow 1 says that any ringing event on the Product A support line triggers a
160. our changes 210 April 22 2014 Configuring Templates Configuring Templates Templates are created for setting auto response for replying to incoming e mails as well as agents can manually insert into their responses to customer e mails They enable agents to answer common e mail questions and problems with consistent and accurate answers You can add up to 500 templates Use the Templates page on the Agent E Mail Settings node to complete the following tasks m Adding a Template page 211 m Copying a Template page 213 m Deleting a Template page 214 Adding a Template April 22 2014 To add a template 1 Choose Agent E Mail Settings gt Templates The Template List page appears Figure 102 Figure 102 Template List page Settings Agent E Mail Settings gt Templates Search For Begins With fs Clear Filter p Template List Selected amp Template Name Description Type O AutoResponse test auto response Auto Response O ForwardEmailTemplate Forward Email Template Auto Response MA cota ofi gt 211 Cisco Desktop Administrator User Guide 2 Click Add New The Add New page appears Figure 103 Figure 103 Add New page ahul Cisco Desktop Administrator rE Cisco Desktop Administrator Go CISCO For Cisco Unified Communications Solutions 5 crsadmin About Logout led Save Help Settings Agent E Mail Settings gt Templates gt Add New m Template Information Template
161. period is up the sent and handled e mails are permanently deleted from the mail store You must enter a value of zero O or greater Enter zero 0 to retain e mails indefinitely The number of days that pending delete and system status e mails are retained in the mail store After the time period is up the e mails are permanently deleted from the mail store You must enter a value of zero 0 or greater Enter zero 0 to retain e mails indefinitely The number of days that e mails pending for review are retained in Review CSQ After the time period is up the e mails are automatically sent to the customers if configured by the administrator in Contact Service Queue Settings You must enter a value of zero O or greater Enter zero 0 to retain e mails indefinitely Select this check box to allow agents to print the e mail contents along with any agent composed draft text Select this check box to requeue all e mails assigned to an agent to the same CSQ when the agent logs out or closes Agent Desktop so that other agents in the Ready state can work on them Any drafts in progress at the time of the logout are saved automatically NOTE In the event of a failover even though the agent is automatically logged out of Agent Desktop the agent s e mails are not requeued if this option is enabled The agent will be able to continue working on the e mails after failover 203 Cisco Desktop Administrator User Guide Enab
162. pril 22 2014 Dial Strings Table 2 Telephone Number Display tab fields Continued Internal number format Specify the internal phone numbers format You can include an X extension and remove the leading or trailing digits in the event that extension numbers are less than four digits long To configure the telephone number display m Select or clear the check boxes and radio buttons on the Telephone Number Display tab as desired and then click Apply to save your changes Outgoing Calls Tab The Outgoing Calls tab Figure 7 enables you to configure your local area codes and exchanges Figure 7 Outgoing Calls tab Telephone Number Display Outgoing Calls Miscellaneous Local area code Advanced Dialing Pretines Local line access code g Long distance line access code g Ensure a 1 on long distance calls Use area code for toll calls within the area code Use area code for local calls Local exchanges All exchanges are local Add i Use North American Dial String Formatting Use Variable Length Dial String Formatting Apply April 22 2014 31 Cisco Desktop Administrator User Guide Table 3 Outgoing Calls tab fields Enter the local 3 digit area code Advanced Dialing Click to configure advanced internal and external dialing see page 33 Prefixes Local line access code Enter the number required to access an outside local line Long distance line access code The numb
163. r IF Address 10 77 687 Apply 18 April 22 2014 Automated Updates Automated Updates Every time a client desktop application is launched the software checks to see if there is an updated version available or if there was a system configuration change that requires a Windows registry change If either of these conditions exist and the automatic updates are enabled in CAD Configuration Setup the application automatically runs the update process Automatic software update requires either administrative or elevated system privileges You can disable automatic updates to CAD desktop applications by clearing the Automatic Updates check box on the CAD Configuration Setup page in the Desktop Administrator page By default automatic updates are enabled for CAD desktop applications IMPORTANT If you disable automatic updates to CAD desktop applications all the updates must be distributed and installed on all CAD client applications manually when available For more information on distributing and installing the software updates see the Cisco CAD Installation Guide If the CAD client applications are not of the same version as the CAD server then the client applications might not be able to log in or function properly NOTE For automated updates to function correctly Internet Explorer must be configured so that it checks for newer versions of stored pages In Internet Explorer choose Tools gt Internet Options and sel
164. r Scalar 200 BABuddyName BABuddyName Scalar 201 BACampaign BACampaign Scalar 202 BACustomerNumber BACustomerNumber Scaler 207 BADialedListID BADialedListID Scalar 203 BAResponse BAResponse Scalar 204 BAStatus Scalar 205 BATimeZone BATimeZone Scalar 206 Call Variable 1 Call Variable 1 No 231 I lt Goto i of OM Results Per Page 4 10 153 Cisco Desktop Administrator User Guide 2 Click Add New The Add New page appears Figure 73 Figure 73 Add New page leet Cisco Desktop Administrator Cisco Desktop Administrator v Go LCIS LE d cisco For Cisco Unified Communications Solutions LJ save 3 fed Heip Settings Services Configuration gt Enterprise Data gt Fields gt Add New Field Information Field Name Display Name Expanded Call Context ECC Scalar Field Index 3 b Save C retum to Field ust Fe 3 Complete the fields as described below Field Name The variable s field name The field name and value can be up to 29 characters long and can contain any character except I amp lt gt c and space If you use disallowed characters in the field name or value the enterprise data field might not display in the IP Phone Agent service Display The name that appears in desktop applications The Name display name can be up to 29 characters long and can contain any character except 1 B F lt gt 271 VS Expanded If the field is an ECC v
165. r format 4 ES vA d Sample 6 Phone Book fea code p Reason Codes Exchange 800 555 1212 H A Wrap up Data V Subscriber code Work Flow Groups V Parentheses around area code default Area code Exchange Exchange Subscriber code f Enterprise Data Dash Dash E4 Reason Codes Wrap up Data EE Phone Book 0 gk Agent Internal number format ao User Interface J amp Voice Contact Work Flows AADI x3000 E Mail Contacts Work Flows MV Leading x Remove first n digits lo i Agent Management Work Flows Remove last n digits jo E CAD BE Agent Ag User Interface J amp Voice Contact Work Flows Za IP Phone Agent C Space C Space C None C None l Use North American Dial String Formatting Use Variable Length Dial String Formatting Apply Toolbar When you select a node on the navigation tree the Desktop Work Flow Administrator menu bar and toolbar change to reflect the design of that node s application The toolbar buttons you see are among those listed in Table 1 Table 1 Desktop Work Flow Administrator toolbar buttons Button Name Description Displays copyright and version information Removes the selected work flow group April 22 2014 21 Cisco Desktop Administrator User Guide Table 1 Desktop Work Flow Administrator toolbar buttons Continued i Opens your web browser and accesses Cisco s website Navigation Tree Pane Us
166. re 69 To play a WAV file enter the path of the pre recorded sound file For example the command to open a WAV file named Not_Ready wav is D Recorded Files State Changes Not Ready wav 138 April 22 2014 April 22 2014 Agent State Change Notification and Announcement To play a sound file other than WAV file enter the path of a sound player application that is available on the agent desktop and append the argument with the path of the pre recorded sound file The format of the sound file should be supported by the sound player application that you want to launch Figure 69 Launching External Application Action Setup dialog box F Launching External Application Action Setup Action Name Not_Ready Application PEA Program Files Windows Media Playerwmplayer exe Browse Arguments Available Arguments ANI BAAccounth umber BABuddyH ame BACampaign BACustomer umber E BADialedListlE BAR sponse BAStatus BAT imeZone Call Variable 1 Call Variable 10 Call Variable 2 Call Variable 3 Enterprize Field Cancel 139 Cisco Desktop Administrator User Guide 3 Associate the new action with a work flow so that it is launched when the agent state changes For example if you are configuring the Not Ready event in the Agent Management Work Flows node apply the external application launching action as shown in Figure 70 Figure 70 Launch External Application action on the No
167. re contradictory so that a work flow cannot function Desktop Work Flow Administrator does not check a work flow s logic and validity If a work flow fails to operate as expected make sure that the rules and conditions you set up are logically valid April 22 2014 Voice Contact Work Flows Setting Up a New Voice Contact Classification When you select the Voice Contact Work Flow node in the navigation tree the Voice Contact Work Flow List window is displayed This window shows all the existing voice contact work flows and enables you to edit them or to set up new ones The Voice Contact Classification is the first level of filtering in a voice contact work flow To set up a new voice contact classification 1 3 April 22 2014 In the Voice Contact Work Flow List window click Add The New Work Flow Name dialog box is displayed Enter a name for your new voice contact work flow and then click OK The Edit Voice Contact Classification dialog box appears Figure 35 Note that the work flow name you just created is shown in the dialog box Figure 35 Edit Voice Contact Classification dialog box Edit Yoice Contact Classification Work Flow Name Voice WF 1 Data Field Conditions Edit linbound calls eoe Edit Enable Work Flow for Edit Execute Actions When f Any Condition is True C All Conditions are True Set up the criteria for the first level filter in this dialog box
168. responses can be configured to be delivered to an internal Review CSQ prior to its delivery to the customers to ensure content quality Reviewers who service Review CSQ are appropriately skilled Supervisors or agents Reviewers can edit transfer re queue and send reviewed e mail using the Agent E Mail functionality When the reviewer sends the e mail to the customer the e mail shows the e mail address of the original CSQ to which it was queued not the e mail of the E Mail Review CSQ Use the Contact Service Queue Settings page to configure how e mail that is sent to specific CSQs is handled Finding a CSQ To find a specific CSQ 1 Choose Agent E Mail Settings gt Contact Service Queue Settings The Contact Service Queue List page appears Figure 100 This page contains a list of all the E Mail CSQs configure in Unified CCX Figure 100 Contact Service Queue List page Settings Agent E Mail Settings gt Contact Service Queue Settings Search For aa a Contact Service Queue List CS0 Name EmailNormaleso EmailReviewCso WH 4 Goto a le 1 gt bH Results Per Page 4 10 P 2 If necessary search for the CSQ you want to edit For instructions see Using the Search Function on page 150 206 April 22 2014 Configuring Contact Service Queue Settings Configuring a CSQ 1 When you have found the CSQ you want to configure click its name The settings page for the selected CSQ appears Figure 101 Contact Service Queue Set
169. ress in the BCC field The CSQ e mail address must be in the TO field for the e mail to be routed correctly Review Settings Send E Mails Select this check box and the CSQ to which to send e mails for Review to for review This is a Select this check box to make it a Review CSQ REVEN PSR When this option is enabled e mails sent by agents from a regular CSQ are transferred to the Review CSQ Agents assigned to the Review CSQ review the agent response and edit or requeue the message or send it on to the customer If you select this option the Send E Mails for Review to option is disabled An e mail from the Review CSQ cannot be sent to any other CSQ In addition if a CSQ is assigned as a Review CSQ you cannot configure the Automatic Response options Automatically Select this check box to send messages that have been in Send idle the Review queue for an extended period of time on to the E Mails customer The time period is configured on the Global Settings page This field is enabled only if the CSQ is a Review CSQ Selecting this option helps prevent long delays in delivering the reply to the customer in instances where an agent s response is not reviewed in a timely manner Automatic Response Send Select this check box if you want to send an automated automatic response to all who send an e mail to this CSQ response NOTE When sending a single e mail to multiple addresses that are mapped to multiple e mail
170. rk Flow Administrator If you do not want Desktop Work Flow Administrator to be password protected you must not configure the password Configuring a Password in Desktop Work Flow Administrator 24 If a password is configured when you select the logical contact center node you will be prompted to provide the password before you can access any of the subnodes If you forget the password you can clear it so that no password is required for accessing Desktop Work Flow Administrator See Configuring CAD Configuration Setup Settings on page 216 for more information Setting Up a Password To set up a password 1 Inthe navigation pane select the Call Center 1 node 2 From the menu bar choose Setup gt Change Password The Administrator Password dialog box appears Figure 4 Figure 4 Administrator Password dialog box Administrator Password Old password Mew password Confirm new password Cancel Help 3 Leave the Old Password field blank and enter a new password type it again to confirm it and then click OK Passwords are case sensitive and can consist of up to a maximum of 32 alphanumeric characters April 22 2014 Passwords Desktop Work Flow Administrator is now password protected You must restart the application for the change to go into effect Changing a Password To change your password 1 Inthe left pane select the Call Center 1 node 2 From the menu bar choose Setup gt Change
171. rom Work Flow Administrator See Synchronizing Directory Services on page 26 for more information To synchronize the databases manually 1 Choose Services Configuration gt Synchronize Directory Services The Synchronize Directory Services page appears Figure 79 Figure 79 Synchronize Directory Services page Inah Cisco Desktop Administrator Cisco Desktop Administrator v iGo isco For Cisco Unified Communications Solutions cd new Settings Services Configuration gt Synchronize Directory Services I c Manual Synchronization of Directory Services 2 Click Synchronize The databases are synchronized and you will see the message Transaction successful when the process is complete April 22 2014 169 Cisco Desktop Administrator User Guide Releasing the Desktop Administrator Lock Use the Force release CDA Lock page to forcibly unlock Desktop Administrator in the event it remains locked even though no one is currently using it This can occur if a user closes the browser without logging out of Desktop Administrator and the lock does not automatically release after 15 minutes of inactivity It is recommended that you do not use the force release option to lock out another user However if this happens the other user will be able to save anything currently being modified After the user has clicked Save he or she will be locked out and will be unable to make any more modifications until you have log
172. s 2 Select the IPC Action tab and then click New April 22 2014 117 Cisco Desktop Administrator User Guide The IPC Action Setup dialog box appears Figure 58 Figure 58 IPC Action Setup dialog box IPC Action Setup Action Name M Protocol UDF IP Address 0 0 j 2 i 0 Port 80 Value Type ej e ee care 3 Complete the IPC Action Setup dialog box as follows Enter a name for the new action Protocol The default and only protocol is UDP IP Address Enter the IP address of the third party application that will receive the data Enter the port number the third party application is listening on for data 4 Click Add to display the IPC Request Data dialog box Figure 59 118 April 22 2014 Actions The fields added with this dialog box make up the query portion of the request Figure 59 IPC Request Data dialog box IPC Request Data Dialog Value Name Value Type DataField Value ANI Oox Cancel 5 Complete the IPC Request Data dialog box as follows Enter the name of the field Value Type Select DataField to use an enterprise data variable as the source of the data Select UserDefined to use a specific string entered in the Value field If you selected a value type of DataField select the enterprise data variable from the drop down list If you selected UserDefined enter the value to be used 6 Continue to build your request using the Add
173. s dialog box Cisco Agent Desktop Configuration Setup fx Frimary Secondary Cancel Help Ensure that the correct primary and optional secondary Unified CCX server IP address is configured If the Unified CCX server IP address is incorrect enter the correct IP address and then click OK If you are running CAD Configuration Setup on a PC that hosts Desktop Administrator and no other CAD desktop application you will receive a message that this computer is configured to point to the Unified CCX server and no other CAD settings can be configured through CAD Configuration Setup on this computer Click OK Your computer now points to the Unified CCX server If you are making changes in CAD Configuration Setup from Desktop Work Flow Administrator choose File gt Exit from the menu or click Close for changes to take effect 17 Cisco Desktop Administrator User Guide NOTE If you have installed other CAD desktop applications Agent Desktop and Supervisor Desktop on your PC then the CAD Configuration Setup window appears Figure 2 Choose File gt Exit from the menu or click Close for changes to take effect Figure 2 CAD Configuration Setup Cisco Agent Desktop Configuration Setup File Window Help amp 7 Configuration Steps VoIP Monitor Service gt Thin Client Environment Select the IP address of the network adapter that will be used for network packet sniffing Voip Monitor Service Adapte
174. selected work flow group For instructions see Finding a Contact List on page 179 5 Add up to 25 contact lists by selecting the corresponding check boxes in the Included column Figure 97 To select all of the contact lists click Select All Figure 97 Specific work flow group page several contact lists selected Cisco Desktop Administrator ree Cisco Desktop Administrator cisco For Cisco Unified Communications Solutions v Go Settings Cisco Unified Presence Settings gt Work Flow Groups gt default Search For Contact List Name Begins With Contact List Manufacturing a Marketing T Operations Tal R amp D o Sales O Shipping o Team 01 m i Team 02 M MA4 Goto of 1 PPA Results Per Page 4 10 gt 6 Repeat step 4 and step 5 if you want to find and add additional contact lists to the selected work flow group 7 When you are finished adding contact lists click Save then click Return to Work Flow Group list 194 April 22 2014 Configuring Work Flow Groups Selecting Agents to Appear Offline You can configure agents within a work flow group to appear as offline to SMEs in the Contact Selection window To select agents within a work flow group to appear offline 1 Choose Cisco Unified Presence Settings gt Work Flow Groups The Work Flow Groups page appears Figure 95 2 Select the Agents appear offline check box that corresponds to the work flow group that contains the ag
175. ser Guide m f you select the default work flow the Voice Contact Work Flow window appears The default work flow does not classify voice contacts and so bypasses the Edit Voice contact Classification dialog box 2 Modify the voice contact classification if desired and then click OK to proceed to the Voice Contact Work Flow window 3 Modify the work flow as desired and then click Apply to save your changes Voice Contact Work Flows and Outbound Dialer Cisco Unified Outbound Dialer s Direct Preview dialing mode includes events that do not always map to work flow events Table 9 displays how the Outbound Dialer events map to voice work flow events to assist you in creating work flows for Outbound Dialer campaigns Table 9 Outbound Dialer events and CAD Work Flow events Outbound Dialing Mode Voice Contact Dialer Event Work Flow Event Direct Preview Outbound Inbound amp Outbound Inbound Deleting a Voice Contact Work Flow 88 Reserved Offered Ringing amp Answered You can delete any custom work flow you create You cannot delete the default work flow April 22 2014 Voice Contact Work Flows To delete a voice contact work flow 1 From the Voice Contact Work Flow List select the work flow you want to delete and then click Delete A popup window appears asking you to confirm you want to delete the work flow 2 Click Yes to confirm the deletion April 22 2014 89 Cisco Desktop Adm
176. sign reason codes m Wrap up Data Create and edit wrap up data m Phone Book Create and edit phone books 58 April 22 2014 Work Flow Groups m CAD Agent Configure the user interface and voice contact work flow and agent management work flows for agents using Agent Desktop m CAD BE Agent Configure the user interface and voice contact work flows for agents using Agent Desktop Browser Edition m IP Phone Agent Enable agent initiated recording for agents using the Cisco IP Phone Agent service Maintaining Work Flow Groups You can add delete or edit work flow groups under the Work Flow Groups node NOTE If you choose to delete the default work flow group make sure that all agents are assigned to a custom work flow group you have set up If an agent is not assigned to a work flow group and there is no default work flow group that agent will not be able to start Agent Desktop To add a new work flow group 1 Inthe Navigation pane choose the Agents node or work flow group subnode for example under Agents choose the Default work flow group 2 From the menu bar choose File gt New The Work Flow Group Name Editor dialog box appears Figure 24 Figure 24 Work Flow Group Name Editor dialog box Work Flow Group Name Editor Eg Enter a new work flow group name Saless upport i Copy the following work flow group cast _ 3 Enter a new work flow group name The name can be a maximum of
177. sword eccccsccce Reset Password Reset Workflow Administrator Password Reset Password NOTE When saving changes CAD services need to be restarted 216 April 22 2014 Configuring CAD Configuration Setup Settings 2 Complete the fields as described below Automatic Updates Enable Select this check box to allow the CAD desktop applications Automatic to update automatically Boge By default automatic update is enabled for all the CAD applications Automatic software update requires either administrative or elevated system privileges NOTE The CAD client applications must be of the same version as the CAD server to function properly If this setting is disabled the administrator must distribute and install the software updates on all the CAD client applications CAD BE Servers Primary The host name or IP address of the primary CAD Base Location Services server Apache Tomcat which is required to run CAD BE is installed on this server NOTE If some of your agents are outside the firewall use the external hostname IP address that maps to the server If all your agents are inside the firewall use the internal hostname IP address Secondary The host name or IP address of the secondary CAD Base Location Services server The secondary server hosts the CAD Base Services and you must have configured replication between the primary and secondary server NOTE If you establish replication in initial mod
178. t These messages must adhere to a predefined XML schema see examples below and cannot exceed 4000 bytes Unlike work flow actions IPC Receive Event actions do not require configuration or setup in Desktop Administrator All attributes that IPC Receive Event actions require in order to execute are a part of the IPC Receive Event message content All incoming IPC Receive Event messages must adhere to a strict predefined XML schema The required schemas are defined below When Agent Desktop receives an IPC Receive Event message it does not send a reply back IPC Receive Events are queued so no messages are lost April 22 2014 77 Cisco Desktop Administrator User Guide 78 By default IPC Receive Events are disabled The default port number is Port 58000 NOTE The Remote Access action provides for receiving an asynchronous event Even if the event is solicited by an IPC Action request being sent out the request might never be delivered and there is no assurance that a response will arrive because of the nature of UDP Five actions are supported by the IPC Receive Event m IPC Make Call Action page 78 m IPC High Priority Chat Action page 78 m IPC Record Action page 79 m IPC Agent Notification Action page 79 m IPC Set Variable Action page 80 IPC Make Call Action For the IPC Make Call action to be successful m The agent must be in the Not Ready state m There can be no call appearance present in Agent Desktop m The Ma
179. t ready event Rules of current Event Actons of current Aule Startup Shutdown Read Time of day Curent Rule Conditions Default Data Field Conditions y Ed 4 Click Apply The change goes into effect when the agent restarts Agent Desktop 140 April 22 2014 Cisco Unified CCX Outbound Preview Dialer Cisco Unified CCX Outbound Preview Dialer Cisco Unified Outbound Preview Dialer Outbound Dialer is a Unified CCX feature that enables automated outbound dialing to customers These outbound calls appear as inbound calls to the agent and information about the call appears in the Enterprise Data pane NOTE Outbound Dialer is available only for Agent Desktop A supervisor or administrator sets up a calling campaign in Unified CCX that consists of various elements that will present calls to agents and provide information so the agent can handle the call successfully See the Cisco Unified CCX Administration Guide for information on setting up calling campaigns Outbound Dialer uses the Direct Preview Dialing Mode In this mode an agent is reserved and then presented with a customer call along with customer information in the Enterprise Data window Based on this information the agent can decide to accept skip or reject the call The agent can also categorize the phone call presented as Voice Answering Machine Invalid or Fax Modem The customer callback feature enables an agent to reschedule a customer call a
180. t the customer s request for a more convenient time When the call is redialed the call is directed to any available agent Outbound Dialer Actions Based on the enterprise data information the agent selects the appropriate Outbound Dialer action button on the Outbound Dialer toolbar The available Outbound Dialer actions and their associated toolbar buttons are displayed in Table 16 Table 16 Outbound Dialer actions and associated toolbar buttons o hee o Hesso makica omaa oea system dials the customer and connects the call to the agent The system rejects the current call and releases the agent from the outbound calling reservation At this point the system might deliver to the agent another outbound call or a new inbound call Reject Close The system rejects the current call and closes the Lx record so the customer will not be called again April 22 2014 141 Cisco Desktop Administrator User Guide Table 16 Outbound Dialer actions and associated toolbar buttons Continued TT Skip Ppeevaicrn Stans thecunenceaiiandercsenaine E system skips the current call and presents the agent with another customer call Skip Close The system skips the current call and closes the record so the customer will not be called again Skip Next The system skips the call and displays a menu of these options e Wrong Number The agent is informed that the number called is a wrong number After the call terminat
181. t the digest credentials value to the same value as the agent s password Configuring the CAD Client Type 174 In order for CAD agents to be able to log into Unified Presence the CAD client type must be added to Unified Presence Administration NOTE After upgrading to CUPS 10 0 you must add the CAD client type to Unified Presence Administration again The CAD client type does not carry over April 22 2014 Configuring the Cisco Unified Presence Server To add the CAD client type 1 In Cisco Unified Presence Administration navigate to Application gt Client Types 2 Click Add New 3 Complete the Client Type page as follows m Type CAD m Description CAD m Minimum Version 0 0 0 0 m Group Standard CCM End Users 4 You must clear the Version Check Required checkbox 5 Click Save 6 You must restart the Cisco UP Client Profile Agent services in Network Services April 22 2014 175 Cisco Desktop Administrator User Guide Configuring the Cisco Unified Presence Cluster The first task in integrating CAD with a Unified Presence cluster is configuring the Unified Presence cluster by specifying the connection information NOTE It is assumed that all of the agents are managed in one Unified Presence cluster NOTE All agents must be licensed in Cisco Unified CM IM and Presence Administration in order to use Unified Presence from within Agent Desktop An agent s status can be verified by logging into Unified
182. the Not Ready state 32761 Not Ready Non ICD call The system issues this reason code when the agent is logged on to Agent Desktop or IP Phone Agent and then receives a call that is not queued to the ACD 32762 Not Ready Off hook The system issues this reason code when the agent goes off the hook to place a call If the agent remembered to do this task the corresponding agent triggered reason code is displayed If the agent did not remember to do this task the system issues this reason code April 22 2014 49 Cisco Desktop Administrator User Guide 50 Table 7 Reserved reason codes Continued 32 763 Not Ready Ring no answer The system issues this reason code when the agent fails to answer a Unified CCX call within the specified timeout period 32764 Logout CRS failover The system issues this reason code when the active server becomes the standby server and the agent loses connection to the Unified CCX platform 32765 Logout Connection down The system issues this reason code when IP Phone Agent or Agent Desktop crashes due to any reason or if the connection is disrupted 32766 Logout Force logout close Agent Desktop The system issues this reason code when an agent closes Agent Desktop without logging off 32767 Logout Force login agent relogin The system issues this reason code when an agent is already logged in to one device computer or phone and then tries to relogin to a second device Not Ready and L
183. tings page ahal Cisco Desktop Administrator oriai CISCO For Cisco Unified Communications Solutions leg Save a Al Help Settings Agent E Mail Settings gt Contact Service Queue Settings gt EmailNormalCSQ crsadmin About Logou Settings Enable Outbound Attachments Enable E Mail Forwarding Forward using E Mail Address forward email example com Forward Template template3 Enable CC Field Enable BCC Field oO Send responses using E Mail address response example com BCC all responses to E Mail address Review Settings Send E Mails for Review to EmailReviewCSQ E This is a Review CSQ Automatically Send idle E Mails Automatic Response Send automatic response Response Template AutoResponse v Send responses using E Mail address response example com E Mail addresses that map to this CSQ Delete Add Another Return to Contact Service Queue List 2 Complete the fields as described below Fea osmon OOOO Settings Enable Select this check box to allow agents to send attachments Outbound Attachments April 22 2014 207 Cisco Desktop Administrator User Guide Enable E Mail Select this check box to allow agents to forward a message Forwarding Forward using E Mail Address Forward Template Enable CC Field Enable BCC Field Send Responses Using E Mail Address to an external account
184. ton as you need The actions are executed sequentially in the order they are listed in the Actions window NOTE Bear in mind the amount of time it takes to execute actions Generally a maximum of two or three actions per task button is recommended The default task buttons display icons of the numbers 1 through 10 You can customize these icons if you need To associate an action with a task button 1 Select a task button from the list of available buttons April 22 2014 User Interface 2 Select the Visible check box The Actions pane and its associated buttons become enabled 3 Under the Actions pane click Add The Select Action window appears 4 Select the action you want to associate with the button You can select an existing action or set up a new action See Actions on page 96 for more information on setting up new actions 5 Click OK The Toolbar tab is displayed 6 Type a short description of the action in the Hint field You can replace only the hint you cannot change the shortcut key combination T Repeat Steps 3 through 6 if you want to add other actions to the same task button 8 Click Apply to save your changes Changing a Task Button s Hint You can change the hint the text an agent sees when the mouse hovers over a button associated with a task button You cannot change the hint associated with a standard button or change the shortcut key combination of any button To change a t
185. top Administrator User Guide 2 Click Export The Export Action dialog box appears Figure 45 Figure 45 Export Actions dialog box Export Action Action List PET PopCallingCalled Coorest Folder Path C Program Files Cisco Desktop Config Actions Browse Action type Launch Description Cancel Required 3 Select the action you want to export from the Action List and then complete the fields in the dialog box m Folder Path Select the default path shown or browse to any other local or network folder location m Description optional Enter a description of the action Maximum length of the description is 255 characters 4 Click OK To import a work flow action 1 Select the work flow group to which you want to import an action The Import Export Work Flow Actions window appears Figure 44 102 April 22 2014 Actions 2 Click Import The Import Select dialog box appears Figure 46 Figure 46 Import Select dialog box Import Select Folder C Program Files Cisco Desktops4Config lt 4ctions Browse Action Hames Acton Type Launch Description Pops Notepad Cancel 3 Navigate to the folder where actions are stored The field is autofilled with the default path 4 From the Action Names list select the action you want to import to the work flow group You can import only one action at a time 5 Click OK Agent Notification Action An Agent Notificatio
186. trator User Guide To rename a data field 1 Double click the field you want to rename The Rename dialog box appears Figure 30 Figure 30 Rename dialog box Rename Alerting Enter new Data Field title 2 Enter a new name and then click OK Show Duration For CAD BE agents select the Show Duration check box to enable the Duration field in CAD BE to increment during a call By default this option is enabled However a continually changing field can cause difficulties for screen readers so this field might be disabled for agents who are visually impaired For CAD agents this feature is enabled disabled in the Agent Desktop Preferences TO April 22 2014 User Interface Miscellaneous Use the Miscellaneous tab Figure 31 to configure other user interface options Select or check your desired settings and then click Apply to save your changes Figure 31 Miscellaneous tab Toolbar Show Data Fields Miscellaneous Browser Setup Remote Access Toolbar Show Data Fields Miscellaneous Browser Setup window Behavior Macro Hot Key eal oF C Keep Open C FG C Always on Top ss C Stealth C Pause C Agent Choice Window Options Real time displays always on to F Dial pad always on top V Rules and Actions only apply to the first call appearance Apply CAD Agent version CAD BE Agent version April 22 2014 71 Cisco Desktop Administrator User Guide Browser Setup Use the Browser
187. ulting request string It should be identical to the string displayed in the Google search results address bar If you used a plus sign between the words Cisco and Systems you will see 2B instead of the plus sign if you used a space you will see 20 These strings indicate a space and are an acceptable substitute for the plus sign 116 April 22 2014 Actions 3 Click Test to test your HTTP request The request should open your browser navigate to the Google Search page and run a search for Cisco Systems IPC Action This action is available to Agent Desktop agents at the Premium level IPC actions pass information in the form of UDP user datagram protocol messages from the agent desktop to a third party application using IPC interprocess communication methods The third party application can be located on the agent s PC or anywhere on the network NOTE You must have a custom application written that listens for data sent to a specific IP address and port An IPC action is one way that is when CAD sends data using an IPC action it does not receive a response or any acknowledgement that the message was received by the recipient third party application The data sent is enterprise data or user defined data It is sent in the format valuename value amp name valueg name value To set up an IPC action 1 Set up a new action See Adding a New Action on page 98 The Select Action window appear
188. value If you enter a greater value in the Caution field Desktop Work Flow Administrator automatically changes it so that it is one second less than the Warning value 62 April 22 2014 Enterprise Data Maximum Warning value 59 minutes 59 seconds Maximum Caution value 59 minutes 58 seconds 2 Click Apply to save your changes April 22 2014 63 Cisco Desktop Administrator User Guide CAD CAD BE and IP Phone Agent The CAD Agent CAD BE Agent and IP Phone Agent nodes enable you to configure various functions for each type of agent within the selected work flow group CAD Agent You can configure the following for agents using Agent Desktop m User Interface page 65 m Voice Contact Work Flows page 81 m E Mail Contact Work Flows page 90 m Agent Management Work Flows page 91 CAD BE Agent You can configure the following for agents using CAD BE m User Interface page 65 m Voice Contact Work Flows page 81 IP Phone Agent The Recording node under the IP Phone Agent node enables agent initiated recording for agents who use the IP Phone Agent service When enabled the IP Phone Agent service has soft key options for starting and stopping recording The IPPA agent can then record his or her own phone conversations and these recordings can be reviewed by the Supervisor using Supervisor Record Viewer See the Cisco IP Phone Agent User Guide and the Cisco Supervisor Desktop User Guide for more information To en
189. you have an external environment with subject matter experts who do not use Cisco Unified Personal Communicator but who do use Microsoft Office Communicator MOC you can use the External Contacts feature to provide access to those additional users Use the External Contacts node to complete the following tasks Adding External Contacts page 187 Finding an External Contact page 189 Editing an External Contact page 190 Deleting an External Contact page 190 Adding External Contacts To add an external contact 1 Choose Cisco Unified Presence Settings gt External Contacts The External April 22 2014 Contacts page appears Figure 91 Figure 91 External Contacts page Cisco Desktop Administrator cisco For Cisco Unified Communications Solutions Cisco Desktop Administrator v Settings Cisco Unified Presence Settings gt External Contacts Search For Last Name Begins With B Externa Contact List Selected a Last Name First Name URI Phone Number Delete Selected H4 4 Goto 1 of 1 gt Results Per Page lt 4 10 gt 187 Cisco Desktop Administrator User Guide 2 Click Add New The Add New page appears Figure 92 Figure 92 Add New page level Cisco Desktop Administrator Cisco Desktop Administrator v goco cisco For Cisco Unified Communications Solutions le save 3 f Heip Settings Cisco Unified Presence Settings gt Extemal Contacts gt Add New External Contact Information

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