Ipocc Task Tags En

IP Office Contact Center Task Tags Reference

Release 9.0.2Issue 1.0

February 2014

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IP Office Contact Center Task Tags December 10, 2013 1

ContentsAbout this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Task tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

System-specific . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15System time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16VU ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17VU mails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19User-defined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

2 December 10, 2013

About this manual

3

About this manualThis addendum provides information about the task tags available in IP Office Contact Center.

4 IP Office Contact Center Task Tags

Task tags

5

Task tags

System-specificThe following system-specific task tags are configured as task tags by the kernel process or are written to the shared memory (shm). Task tags that are only written to the shared memory (shm) can only be evaluated by the vectors process in the task flow and cannot be made available in the first screen or an IVR script, for example. You are notified if a task tag cannot be evaluated by the vectors process in the task flow.

Name Type Explanation

c.waitTotal Integer Specifies the total time in seconds that a call was in the queue.

Shared memory (shm)

c.timeTotal Integer Specifies the total time in seconds that a call was in the system.

Shared memory (shm)

c.waitThisQueue Integer Specifies the total time in seconds that a call was in the queue.

Shared memory (shm)

c.positionInQueue Integer Specifies the position in the queue. This position is determined by the time of waitThisQueue.

No task tag, only Shared memory (shm)

Can be queried as a task tag with a VU script.

c.queuePrio Integer Specifies the priority of the original call topic. This value is copied from queuesQueuePrio.

The value is configured as immediate for the topic call.

c.dialledTheme String Specifies the number of the dialed topic.

c.nProcessed Integer Indicates how many times a call in the system has been distributed by the vectors process.

Configured in the shared memory (shm) when a call is allocated to a destination (or topic overflow) and when a call is forwarded.


c.Ordercode# String Shows the job codes. # is a counter (integer) from 1 to n that specifies the job code number. This task tag can only be evaluated in Reporting and cannot be evaluated in the task flow.

c.CCK_Caller_Name String Indicates the name of the caller when the caller has been recognized by the customer recognition (ANI).

c.CCK_Customer_Number String Indicates the customer number of the caller when the caller has been recognized by the customer recognition (ANI).

c.CCK_Priority Integer Indicates the priority of the caller when the caller has been recognized by the customer recognition (ANI).

CCK_CCIT_Key - Shows the customer data identification number. (customer CCId)

c.CCK_Actual_Announce_Time

Integer Indicates the running time of the actual halfcall announcement.

Shared memory (shm)

Syntax: c.CCK_Actual_Announce_Time >= 0010

stands for 10 seconds

c.announceTime Integer Indicates the number of seconds the announcement has been playing. This task tag is zero if an announcement is not yet running.

Shared memory (shm)

LastTopicName String Indicates the name of the last topic used for distribution. In the event of a topic overflow, the last topic (e.g., in the task flow set, the first screen, or VU) can be queried.

LastTopicAddr String Indicates the number of the last topic used for distribution.

LastTopicId String Indicates the identification number (ID) of the last topic used for distribution.

FirstTopicName String Indicates the name of the first topic used for distribution. Dialed topic can be queried, e.g., in task flow, first screen, or VU (voice unit).

FirstTopicAddr String Indicates the number or email address of the first topic used for distribution (dialed topic, incoming mailbox).


Task tags

7

FirstTopicId String Indicates the ID of the first topic used for distribution (dialed topic).

CCK_CustomerContactValidTime

Integer Indicates the maximum time in seconds that the customer contact is noticed in order for the next call from this customer to be taken into account in the Last Agent algorithm. When this time has expired, another call from this customer is evaluated as a new call and is not distributed to the last agent. This task tag is set by a topic variable.

CCK_CustomerContactMinTime

Integer Indicates the minimum time in seconds that a customer contact must last in order for the call to be taken into account by the LastAgent algorithm.

This task tag is set by a topic variable.

c.topicPreAnnounce String Indicates a value signaling in the first screen that the caller is listening to "announcement before answering." The following values can be evaluated in the first screen:

pas_requested: Announcement requested

pas_active: Announcement active

pas_stopped: Announcement stopped

pas_failed: Announcement could not be started and cannot be used in task flow.

CCK_Holiday - Indicates whether a blocked period or time off is active.

CCK_DisplayLastTopic String The default behaviour is: in agent firstscreen and on agent phone T1 (PBX I55) the name of the first topic is shown. In realtime reporting for shift plan counters (totNNewShift, totNDoneShift,..) and the number of conversation per AG the call it is counted for the first topic.

Is at the first topic the variable CCK_DisplayLastTopic set with value 1, than in firstscreen and on agent phone T1 (PBX I55) the name of the second (last) topic is shown. In realtime reporting for shift plan counters (totNNewShift, totNDoneShift,..) and the number of conversation per AG the call it is counted for the last topic.

This information is appended to the call in the event of a topic overflow from a topic without a set task tag to a topic with a set task tag.

This also applies for email and chat requests.



CCK_Calling_Address String Indicates the address, caller number or email sender of the task of origin.

CCK_Called_Address String Indicates the destination address, e.g., for the email address or dialed number.

CCK_TrackID - This task tag is set by the kernel process the first time a task arrives in the system.

Highlights interrelated connections. For example, all three connections involved in a transfer with consultation have the same track ID (which can be evaluated with task reporting and email routing).

String Not currently set

If, for example, a call cannot be distributed to the destination PBX due to a lack of available lines in the source or destination PBX, you can query the c."destinationpabxname" task tag in the call flow to find out how many distribution attempts have been made to the destination PBX and to transfer the distribution for this call to another destination. The c."destinationpabxname" task tag must be defined as an integer (int) in the tag list, whereby destinationpabxname must be the name of the PBX (e.g c."PBX4"). If the call cannot be distributed to the destination PBX because the call from the vectors process fails, the counter is not incremented. If the call was distributed to an agent in the destination PBX, but a conversation did not take place and the call was redistributed, the task tag is reset.

skillFactor Integer The g.skillFactor global variable is used for skill reduction. When g.skillFactor=100, skill reduction does not occur. When g.skillFactor=x, all skills in the system are reduced by x%.

Fail Integer Global variable g.Fail is used with a 1x announcement (default g.Fail=-10). Consider that the value of the variable may not become >=0, otherwise the 1x announcement does not work.

CCK_PauseCode String Only for first screen

The reason code can only be entered via the first screen. This feature is not implemented for terminals.

CCK_Customer_Info String Additional task tag for customer data. Can only be implemented in the first screen.


Task tags

9

c.nChained Integer Counts the number of times a call is connected to an agent. The c.lastTopic used to distribute the call is the determining factor. Can be queried in the task flow.

Script_ Integer If the announcement is started, the kernel process sets Script_ to 1. The kernel process calculates the duration of the script as the sum of all announcement text lengths it contains.

Once this script duration is over, the script is cycled through completely one more time, and the kernel process sets the value of Script_ to 2. The script continues to remain active.

If the script is stopped (e.g., if the call is distributed to an agent), the value is set to 3.

If the announcement cannot be started (e.g., DSPF is not working or there are no available B-channels), the Script_ script is set to -1 by the kernel and is decreased by 1 for every subsequent unsuccessful distribution attempt.

CCK_UseLastAgentRouting Integer If the kernel process, rather than the vectors process, has to distribute the call to LastAgent, this variable must be configured in the topic for each task type.

CCK_UseCurrentAgentRouting Integer If the kernel process, rather than the vectors process, has to distribute the call to CurrentAgent, this variable must be configured in the topic for each task type.

CCK_UsePreferredAgentRouting

Integer If the kernel process, rather than the vectors process, has to distribute the call to the personal contact, this variable must be configured in the topic for each task type.

CCK_ForeignTargetAddress String Specifies the number or the email address of the external target for task reporting.

CCK_ForeignTargetName String Specifies the name of the external target for task reporting.

CC.VoiceMsgName String Specifies the name of the voice message file. This task tag is used by theVU manager.



CC.VoiceMsgProcessed String This task tag signals whether a voice message has been assigned. This task tag is used by the VU manager.

The string can accept only the following values:

CC.processed (assigned)

CC.notProcessed (not assigned).

CCK_LastAgentName String Specifies the name of the last connected agent.

CCK_ConsultationTask String A task with this tag is a consultation task.

LARAgentName String The task tag is set with the call, if an agent customer allocation were found. The task tag is set with first name surname . In addition the names from the agent configuration are used.

LARAgentID String The task tag is set with the call, if an agent customer allocation were found. The task tag is set with the CCId of the agent.

FirstScreenTabName String With this task tag can be steered, which first screen side is indicated. For incoming topic calls and dialer calls (dialertype mechanic) the task tay in the TaskFlow can be set, for call jobs in the preview mode in the campaign configuration.

This task tay name is reserved for this application.

LastRedirectionAddr String Specifies the address of a call diversion in the topic. The task tag is set by the process PBXTasksever (ACM).

TopicMaxAlertTimeout String This task tag is used as a topic variable to define ring timeout for calls not assigned via agent group (perso-nal contact, LastAgent).

ExternOAD String This task tag is used as a topic variable or as task tag set in a campaign. It is used to configure the calling number identification for callbacks from a call list or for dialer initiated calls. Maximal 19 numbers can be entered. The symbols * and # are not allowed.

CCK_AlertingEMailBlockCond Integer Defines the availability for tasks of the agents for task e-mail.

If g.CCK_AlertingEMailBlockCond=1, then the agent does not get calls, if an e-mail is in the inbox.


Task tags

11

q.ocLength - Shows the length of the job code. The value is read out from the configuration.

The tag is used by the UI-Firstscreen in a-code dialogue of the contact bar.

CCK_nDistributionFailed Integer Global variable g.CCK_nDistributionFailed can be used to drop calls in case calls can not be delivered to agents due to an network error. If variable g.CCK_nDistributionFailed=x then after x unsuccessful distributions with FailedEvent with Cause=NetworkUnavailable, after this the call would be dropped. A message will be shown in the ttrace-log.

CCK_HideNetworkUnavail Integer global variable: If set failed connections at the agent with the cause networkUnavailable will not appear in the statistic

CCK_CheckResourceMatrixForLAR

Integer If this variable has value > 0. Last Agent routing/Current Agent routing/persoanl contact routing checks available resources (if the task type is blocked by other task types).

CM_UserEnteredCode String CM: Used entered code were collected at the selected VDN (evaluable in TaskFlow and FirstScreen).

PreferedTargetId String Is placed on a call when an agent is assigned as a personal contact to the caller. The TaskTag is set by the CCID of the agent.

CTS_Initial_Message String Task type: chat

The tag CTS_Initial_Message contains the text, with witch the customer has begun a chat request.



OutCCProjectNumber String Tag to use as topic variable, or as a tag in a campaign to configure the project number that initiated the call-back from the call list or the dialer calls will be transfer-red and can be evaluated in billing.

CCK_AgentName String Name of the agent on which the process vectors has distributed the task.

CCK_CallingAddressType Integer Tasktag for task flow, whether the caller is internal or external. The value depends on the particular PBX. The value is from the CSTAEvent: Calling address.

Values:

0 = Empty

1 = Unknown

2 = Intern

3 = Extern


Task tags

13

TopicThe topic task tags display values about calls in the queue. The topic task tags provide information about the queue operations and load.


MaxTaskPerTopic Integer Used as a task limiter for the kernel process. This task tag must be set in the topic.

q.callsInQueue Integer Specifies the number of calls in the queue.

Written to the shared memory (shm) and configured as a topic variable (not a task tag). Can be queried as a task tag with a VU script in the VU manager -Manager.

q.averageWait Integer Shows the average wait time of calls in the queue.

q.maxWait Integer Shows the maximum wait time of calls in the queue.

q.queuePrio Integer Shows the queue priority of the call.

The queue priority is appended to the call if the topic is the dialed topic.

This task tag is a static value.

q.blocked String Shows the blocked period. The blocked period is configured for a topic.

Example:

== 1 : Current time in this period

== 0 : Other

q.tasksToDistribute Integer All calls in system are waiting at this topic to distribute.

ExtDestNoBang Integer If the value > 0 for last topic no "!" in front of the calling number at an external destination will be set.


Agent groupThe agent group task tags show the status of agent groups and provide information about agent availability and work.

You can only use these terms in the task flow set. They are not task tags.


ag.loggedOn Integer Indicates the number of agents signed on for each task type in the agent group.

ag.free Integer Indicates the number of agents available for each task type in the agent group. These agents do not speak and do not use ACW.

ag.averageSpeechtime Integer Indicates the average speech time. This value is calculated within a one-hour time interval and updated every ten seconds.

ag.averageCallsPerHour Integer Indicates the number of calls processed in an agent group. This value is calculated within a one-hour time interval and updated every ten seconds. When a call successfully reaches an agent, it is taken into account in the agent group.

ag.queueFactor Integer Displays the queue factor. The queue factor and the number of agents signed on to the group determine the size of the agent group queue. Calls that cannot be queued get a busy tone.

This is a static value.

ag.processable Integer Indicates the number of agents, who can handle the task: free, signed-on, skill-level and free resource (availbility for tasks).

ag.loggedOnForSkills Integer Indicates the number of agents currently signed on to the agent group, per tasktyp and needed skill level.

Task tags

15

AgentThe following value can be used for an agent.


a.absenceNote String Variable for an agent's out-of-office notice. This variable is used only by the user interface.


System timeThe system time task tags are only present one time in the system.


t.hour Integer Specifies the hour.

Value: 0 to 23

t.minute Integer Specifies the minutes.

Value: 0 to 59

t.second Integer Specifies the seconds.

Value: 0 to 59

t.timeOfDay String Specifies the time of day in the local format.

Format for Germany: hh:mm:ss

t.dayOfWeek Integer Specifies the day of the week.

Value: 0 to 6 (1 corresponds to Monday)

t.month Integer Specifies the month.

Value: 0 to 11 (0 corresponds to January)

t.year Integer Specifies the year.

Example for this value: 1995 (you can also enter 95)

t.holiday Integer Specifies whether the day is a holiday.

A value of 1 means: the day is a holiday.

t.cdate String Specifies the date.

Format: yyyy/mm/dd

Example: 2006/06/20

Task tags

17

VU portsVU stands for voice unit. These values provide information about the availability of VU ports. These values are available for a group and for a VU script within a group.


vuscr(?).freePorts Integer Specifies the number of available VU ports. This value is available for a group and for a VU script within a group.

vuscr(?).totalPorts Integer Specifies the number of VU ports. This value is available for a group and for a VU script within a group.


VU mailsThe VU mails task tags provide information about VU mails.


vumsgq(?).nVoiceMsg Integer Specifies the number of voice mails.

vumsgq(?).tTotVoiceMsg Integer Specifies the total speech time of voice mails.

Task tags

19

EmailThe following task tags are set by the UMR task server.


UM_Subject String Shows the subject of the email.

UM_ArrivingTime gmt Arrival time of the email in the UMR system.

This value is specified in seconds since 01.01.1970 based on UTC (Coordinated Universal Time).

In Realtime information and Reporting, this value is represented with the date and time based on the time zone.

UM_MessageType String Specifies the message type.

Type of message:

EMAIL, FAX or SMS (text message).

UM_SenderAddress String Shows the email address, faxnumber@fax or telephonenumber@sms of the sender.

Example:

Email address | faxnumber@fax | telephonenumber@sms

Example: John Smith

Content:

For email: [email protected]

For FAX: +4912345678@fax

For SMS: +49987654321@sms

UM_SenderDisplayname String Shows the email address, fax number or telephone number (display) of the sender.

Example: John Smith

Content: John Smith

UM_SenderDomain String Specifies the sender domain for emails.

Example: comergo.com or comergo.co.uk


UM_SenderTLDomain String Specifies the top level sender domain for emails.

Example: com or uk

UM_CCReceiverAddresses String Provides a list of the receiver addresses named in the IP Office Contact Center.

Receiver addresses are separated by a semicolon

UM_Priority Integer Specifies the priority of an email.

Content: Number

0 = low1 = medium2 = high

UM_Sensitivity Integer Specifies the confidentiality level of an email.

Content: Number

0 = normal1 = personal2 = private3 = confidential

UM_ActTopicDomain String Specifies the receiver domain of the current topic for emails (e.g.: comergo.com / comergo.co.uk).

UM_ActTopicTLDomain String Specifies the top level receiver domain of the current topic for emails (e.g.: com or uk).

UM_ReceiverAddresses String List of all receiver addresses named in the TO field.

Receiver addresses are separated by a semicolon

UM_SenderReplyToAddress String Specifies the address in the Reply To field that was set by the sender.

ForcedOrderCode Integer Specifies whether a job code is used or whether it is mandatory.

0 = no job code1 = job code can be configured as an option2 = job code is mandatory

OrderCode String Specifies the job code of the email.


Task tags

21

CCK_TicketID String When a new email arrives in the topic, a ticket ID is assigned to this email.

If the topic configuration specifies that this ticket ID must be used for forwarding and replying, the ticket ID is inserted in the Subject line according to the formatting.

When the customer replies with the specified formatting, the ticket ID is identified by the system and written to this task tag.

The ticket ID is written:

- To the subject for forwarding and replies (without changing the rest of the subject)

- To the additional attributes of the email (as a string)

- To a CCK_TicketID task tag (as a string)

CCK_Called_Address String Indicates the destination address, e.g., the email address or dialed number.

CCK_Calling_Address String Specifies the sender of the email.



User-definedA user can configure any number of task tags.


c.xyz String or integer

Indicates the value of the task tag.

Task tags

23

DialerWhen a job is preselected and initiated, task tag information is appended and can be queried in the task flow set. This task tag is used to mark the call as an outbound call or a call resulting from a job, and the call statistics are transferred. The following value definitions are fixed.

Name Explanation

CCOD_CallJob Marks the call as a job. This value contains the job ID coded with a CCID string.

CCOD_Source Jobs basically come from a topic, an agent, or a campaign. This value contains the call center ID coded with a CCID string of the topic, campaign, or the relevant agent for this job.

CCOD_Destination Contains the destination with no access code.

CCOD_NTries Shows the current number of dial attempts. This value corresponds to an integer greater than or equal to zero. The value can still be zero when a job is evaluated. This value is only incremented when the job is initialized.

CCOD_NDropped Specifies the number of times this call was dropped from the PBX or the call flow without first being connected to an agent or a VU.

This value corresponds to an integer >= 0.

CCOD_NAbandoned Specifies the number of jobs in which the subscriber was reached, but the conversation was abandoned by the subscriber before being connected to an agent or a VU.


CCOD_NCanceled Specifies the number of jobs in which a connection attempt was canceled by the dialer because the receiver of the job could no longer be reached.



The following task tags are used by the dialer during operation.

For further information about the following task tags see the user manual Dialer.

Name Explanation

ODSI_No2ndRoute When this task tag is configured for a campaign, a call is no longer routed via the vectors process upon initiation. Instead, it is routed from the kernel process directly to the agent group involved in the evaluation.

ODSI_OutCCId This task tag can only be set by means of a macro. For a campaign dialer, the topic ID is set. In all other cases, the value is read out from the database configuration.

ODSI_OrigDialer Contains the CCId of the original campaign.

ODSI_TPreviewSec Specifies the maximum preview time (Preview Time). The destination is dialed automatically following this preview time.

ODSI_TExceedSec Specifies the maximum permissible overrun time for the preview time (Preview Time). If the call still cannot be initiated by this time, it is returned to the campaign or dialer.

ODSI_Evaluation Set in the dialer during the evaluation phase of a task job (c.ODSI_Evaluation=1, else 0) and can be queried in the task flow to play a greeting announcement.

String

(BCC OD_Evaluation)

ODSI_Agent Contains the CCId of the agent, who worked on the call job last.

Name Explanation

OD_PERS_* The prefix OD_PERS_ must be used, in order to write in the first screen changed task tags into the data base.

Example OD_PERS_Note

OD_QA* The prefix OD_QA must be used, in order to offer additional net qua-lifications in the first screen. The task tag must be configured with the campaign.

OD_PERS_QR* The prefix OD_PERS_QR must be used, in order to receive additio-nal net qualifications in the first screen, which were configured with OD_Q.

IP Office Contact Center Task Tags 1

Index

Index

Aa.absenceNote . . . . . . . . . . . . . . . . . . 15Access code. . . . . . . . . . . . . . . . . . . . 23ACW . . . . . . . . . . . . . . . . . . . . . . . 14Address . . . . . . . . . . . . . . . . . . . . . . . 8ag.averageCallsPerHour . . . . . . . . . . . . . . 14ag.averageSpeechtime. . . . . . . . . . . . . . . 14ag.free . . . . . . . . . . . . . . . . . . . . . . 14ag.loggedOn. . . . . . . . . . . . . . . . . . . . 14ag.loggedOnForSkills . . . . . . . . . . . . . . . 14ag.processable . . . . . . . . . . . . . . . . . . 14ag.queueFactor . . . . . . . . . . . . . . . . . . 14Agent . . . . . . . . . . . . . . . . . . . . . . . 15Agent group . . . . . . . . . . . . . . . . . . . . 14ANI . . . . . . . . . . . . . . . . . . . . . . . . . 6AnnouncementScript . . . . . . . . . . . . . . . . . 9Arrival time . . . . . . . . . . . . . . . . . . . . 19

BBlocked period. . . . . . . . . . . . . . . . . . 7, 13

Cc.CCK_Actual_Announce_Time . . . . . . . . . . . 6c.CCK_Caller_Name . . . . . . . . . . . . . . . . 6c.CCK_Customer_Number . . . . . . . . . . . . . 6c.CCK_Priority . . . . . . . . . . . . . . . . . . . 6c.xyz. . . . . . . . . . . . . . . . . . . . . . . 22c.Ordercode# . . . . . . . . . . . . . . . . . . . 6c.announceTime . . . . . . . . . . . . . . . . . . . 6c.dialledTheme . . . . . . . . . . . . . . . . . . . 5c.nChained . . . . . . . . . . . . . . . . . . . . . 9c.nProcessed . . . . . . . . . . . . . . . . . . . . 5c.positionInQueue . . . . . . . . . . . . . . . . . . 5c.queuePrio . . . . . . . . . . . . . . . . . . . . . 5c.timeTotal . . . . . . . . . . . . . . . . . . . . . 5c.topicPreAnnounce . . . . . . . . . . . . . . . . . 7c.waitThisQueue . . . . . . . . . . . . . . . . . . . 5c.waitTotal. . . . . . . . . . . . . . . . . . . . . . 5Call flow. . . . . . . . . . . . . . . . . . . . . . 23CallJobID . . . . . . . . . . . . . . . . . . . . . 23Campaign . . . . . . . . . . . . . . . . . . . . . 23CC.notProcessed . . . . . . . . . . . . . . . . . 10CC.processed . . . . . . . . . . . . . . . . . . . 10CC.VoiceMsgName . . . . . . . . . . . . . . . . . 9

CC.VoiceMsgProcessed . . . . . . . . . . . . . . 10CCId. . . . . . . . . . . . . . . . . . . . . . . . 24CCIDString. . . . . . . . . . . . . . . . . . . . . 23CCK_AlertingEMailBlockCond. . . . . . . . . . . . 10CCK_Called_Address. . . . . . . . . . . . . . . 8, 21CCK_Calling_Address . . . . . . . . . . . . . . 8, 21CCK_CCIT_Key . . . . . . . . . . . . . . . . . . . 6CCK_CheckResourceMatrixForLAR . . . . . . . . . 11CCK_ConsultationTask . . . . . . . . . . . . . . . 10CCK_Customer_Info . . . . . . . . . . . . . . . . . 8CCK_CustomerContactMinTime. . . . . . . . . . . . 7CCK_CustomerContactValidTime . . . . . . . . . . . 7CCK_DisplayLastTopic . . . . . . . . . . . . . . . . 7CCK_ForeignTargetAddress . . . . . . . . . . . . . 9CCK_ForeignTargetName . . . . . . . . . . . . . . 9CCK_HideNetworkUnavail . . . . . . . . . . . . . 11CCK_Holiday. . . . . . . . . . . . . . . . . . . . . 7CCK_LastAgentName . . . . . . . . . . . . . . . 10CCK_nDistributionFailed . . . . . . . . . . . . . . 11CCK_PauseCode. . . . . . . . . . . . . . . . . . . 8CCK_TicketID . . . . . . . . . . . . . . . . . . . 21CCK_TrackID . . . . . . . . . . . . . . . . . . . . 8CCK_UseCurrentAgentRouting . . . . . . . . . . . . 9CCK_UseLastAgentRouting . . . . . . . . . . . . . . 9CCK_UsePreferredAgentRouting . . . . . . . . . . . 9CCOD_CallJob . . . . . . . . . . . . . . . . . . . 23CCOD_Destination . . . . . . . . . . . . . . . . . 23CCOD_NAbandoned . . . . . . . . . . . . . . . . 23CCOD_NCanceled . . . . . . . . . . . . . . . . . 23CCOD_NDropped . . . . . . . . . . . . . . . . . 23CCOD_NTries . . . . . . . . . . . . . . . . . . . 23CCOD_Source . . . . . . . . . . . . . . . . . . . 23CM_UserEnteredCode . . . . . . . . . . . . . . . 11Confidentiality . . . . . . . . . . . . . . . . . . . 20Coordinated Universal Time . . . . . . . . . . . . . 19CTS_Initial_Message . . . . . . . . . . . . . . . . 11Customer contact. . . . . . . . . . . . . . . . . . . 7Customer data . . . . . . . . . . . . . . . . . . . . 8Customer number . . . . . . . . . . . . . . . . . . 6Customer recognition . . . . . . . . . . . . . . . . . 6

DDate . . . . . . . . . . . . . . . . . . . . . . . . 16Day of the week . . . . . . . . . . . . . . . . . . 16Destination address . . . . . . . . . . . . . . . 8, 21Dial attempts . . . . . . . . . . . . . . . . . . . . 23


Index

EE-mail . . . . . . . . . . . . . . . . . . . . . . . 19Email address . . . . . . . . . . . . . . . . . . 9, 19ExtDestNoBang . . . . . . . . . . . . . . . . . . 13ExternOAD . . . . . . . . . . . . . . . . . . . . 10

FFail . . . . . . . . . . . . . . . . . . . . . . . . . 8Fax number . . . . . . . . . . . . . . . . . . . . 19First screen . . . . . . . . . . . . . . . . . . . . . 7FirstScreenTabName . . . . . . . . . . . . . . . 10FirstTopicAddr . . . . . . . . . . . . . . . . . . . . 6FirstTopicId . . . . . . . . . . . . . . . . . . . . . 7FirstTopicName . . . . . . . . . . . . . . . . . . . 6ForcedOrderCode . . . . . . . . . . . . . . . . . 20

HHoliday . . . . . . . . . . . . . . . . . . . . . . 16Hour . . . . . . . . . . . . . . . . . . . . . . . 16

IIdentification number . . . . . . . . . . . . . . . . . 6

JJob . . . . . . . . . . . . . . . . . . . . . . . . 23Job code . . . . . . . . . . . . . . . . . . 6, 11, 20

KKernel. . . . . . . . . . . . . . . . . . . . . . . . 9

LLARAgentID . . . . . . . . . . . . . . . . . . . . 10LARAgentName . . . . . . . . . . . . . . . . . . 10Last agent . . . . . . . . . . . . . . . . . . . . . . 7LastRedirectionAddr . . . . . . . . . . . . . . . . 10LastTopicAddr . . . . . . . . . . . . . . . . . . . . 6LastTopicId . . . . . . . . . . . . . . . . . . . . . 6LastTopicName . . . . . . . . . . . . . . . . . . . 6

MMaxTaskPerTopic . . . . . . . . . . . . . . . . . 13Minutes . . . . . . . . . . . . . . . . . . . . . . 16Month . . . . . . . . . . . . . . . . . . . . . . . 16

NNumber . . . . . . . . . . . . . . . . . . . . . . . 9

OOD_PERS_ . . . . . . . . . . . . . . . . . . . . 24OD_PERS_QR. . . . . . . . . . . . . . . . . . . 24OD_QA . . . . . . . . . . . . . . . . . . . . . . 24ODSI_Agent . . . . . . . . . . . . . . . . . . . . 24ODSI_Evaluation . . . . . . . . . . . . . . . . . . 24ODSI_No2ndRoute . . . . . . . . . . . . . . . . . 24ODSI_OrigDialer . . . . . . . . . . . . . . . . . . 24ODSI_OutCCId. . . . . . . . . . . . . . . . . . . 24ODSI_TExceedSec . . . . . . . . . . . . . . . . . 24ODSI_TPreviewSec . . . . . . . . . . . . . . . . 24OrderCode . . . . . . . . . . . . . . . . . . . . . 20Out-of-Office notice . . . . . . . . . . . . . . . . . 15Overrun time . . . . . . . . . . . . . . . . . . . . 24

PPBX . . . . . . . . . . . . . . . . . . . . . . . . . 8Personal contact . . . . . . . . . . . . . . . . . . . 9PreferedTargetId . . . . . . . . . . . . . . . . . . 11Preview time . . . . . . . . . . . . . . . . . . . . 24Priority . . . . . . . . . . . . . . . . . . . . . . 5, 20

Qq.averageWait . . . . . . . . . . . . . . . . . . . 13q.blocked . . . . . . . . . . . . . . . . . . . . . 13q.callsInQueue . . . . . . . . . . . . . . . . . . . 13q.maxWait . . . . . . . . . . . . . . . . . . . . . 13q.ocLength . . . . . . . . . . . . . . . . . . . . . 11q.queuePrio . . . . . . . . . . . . . . . . . . . . 13q.tasksToDistribute . . . . . . . . . . . . . . . . . 13Queue . . . . . . . . . . . . . . . . . . . . . . 5, 13Queue factor . . . . . . . . . . . . . . . . . . . . 14

RReceiver domain . . . . . . . . . . . . . . . . . . 20

SSeconds . . . . . . . . . . . . . . . . . . . . . . 16Semicolon . . . . . . . . . . . . . . . . . . . . . 20Sender. . . . . . . . . . . . . . . . . . . . . . . 21Sender domain . . . . . . . . . . . . . . . . . . . 20shm . . . . . . . . . . . . . . . . . . . . . . . 5, 13Skill . . . . . . . . . . . . . . . . . . . . . . . . . 8Skill reduction . . . . . . . . . . . . . . . . . . . . 8


Index

skillFactor . . . . . . . . . . . . . . . . . . . . . . 8Speech time . . . . . . . . . . . . . . . . . . . . 14Speech times . . . . . . . . . . . . . . . . . . . 18Subject . . . . . . . . . . . . . . . . . . . . .19, 21System-specific . . . . . . . . . . . . . . . . . . . 5

Tt.cdate . . . . . . . . . . . . . . . . . . . . . . 16t.dayOfWeek . . . . . . . . . . . . . . . . . . . 16t.holiday . . . . . . . . . . . . . . . . . . . . . . 16t.hour . . . . . . . . . . . . . . . . . . . . . . . 16t.minute . . . . . . . . . . . . . . . . . . . . . . 16t.month . . . . . . . . . . . . . . . . . . . . . . 16t.second. . . . . . . . . . . . . . . . . . . . . . 16t.timeOfDay . . . . . . . . . . . . . . . . . . . . 16t.year . . . . . . . . . . . . . . . . . . . . . . . 16TaskFlow . . . . . . . . . . . . . . . . . . . . . . 9TicketID . . . . . . . . . . . . . . . . . . . . . . 21Time . . . . . . . . . . . . . . . . . . . . . . . 16Time off . . . . . . . . . . . . . . . . . . . . . . . 7Top level receiver domain . . . . . . . . . . . . . 20Topic . . . . . . . . . . . . . . . . . . . . . . . 13Topic overflow . . . . . . . . . . . . . . . . . . . . 7TopicMaxAlertTimeout . . . . . . . . . . . . . . . 10

UUM_ActTopicDomain. . . . . . . . . . . . . . . . 20UM_ActTopicTLDomain . . . . . . . . . . . . . . 20UM_ArrivingTime . . . . . . . . . . . . . . . . . 19UM_CCAddresses . . . . . . . . . . . . . . . . . 20UM_MessageType . . . . . . . . . . . . . . . . . 19UM_Priority . . . . . . . . . . . . . . . . . . . . 20UM_ReceiverAddresses . . . . . . . . . . . . . . 20UM_Senderaddress . . . . . . . . . . . . . . . . 19UM_Senderdisplayname . . . . . . . . . . . . . . 19UM_SenderDomain . . . . . . . . . . . . . . . . 19UM_SenderReplyToAddress . . . . . . . . . . . . 20UM_SenderTLDomain . . . . . . . . . . . . . . . 20UM_Sensitivity. . . . . . . . . . . . . . . . . . . 20UM_Subject . . . . . . . . . . . . . . . . . . . . 19UTC . . . . . . . . . . . . . . . . . . . . . . . 19

VVectors . . . . . . . . . . . . . . . . . . . . . . . 9Voice mail . . . . . . . . . . . . . . . . . . . . . 18VU . . . . . . . . . . . . . . . . . . . . . . . . 23VU mails . . . . . . . . . . . . . . . . . . . . . 18VU manager . . . . . . . . . . . . . . . . . . . 9, 13VU ports . . . . . . . . . . . . . . . . . . . . . 17vumsgq(?).nVoiceMsg . . . . . . . . . . . . . . . 18vumsgq(?).tTotVoiceMsg . . . . . . . . . . . . . . 18

vuscr(?).freePorts . . . . . . . . . . . . . . . . . 17vuscr(?).totalPorts . . . . . . . . . . . . . . . . . 17

WWait time. . . . . . . . . . . . . . . . . . . . . . 13

YYear . . . . . . . . . . . . . . . . . . . . . . . . 16


Index


Index

ContentsAbout this manualTask tagsSystem-specificTopicAgent groupAgentSystem timeVU portsVU mailsEmailUser-definedDialer

Index

Documents

Ipocc Task Tags En