Cisco Unified Web and E-Mail Interaction Manager System Console User’s Guide For Unified Contact Center Enterprise and Hosted and Unified ICM Release 4.2(1) August 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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.
Contents Preface .................................................................................................................................................6 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Document conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Other learning resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting up Unified EIM services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Setting up Unified WIM services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Chapter 3: Partitions ........................................................................................................................25 About partitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting service processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Increasing the number of instances for service processes. . . . . . . . . . . . . . . . . . . . . . 40 Starting service processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Stopping service processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Managing service instances . . . . . . . . . .
Preface About this guide Document conventions Other learning resources
Welcome to Cisco® Interaction Manager™, multichannel interaction software used by businesses all over the world to build and sustain customer relationships. A unified suite of the industry’s best applications for web and email interaction management, it is the backbone of many innovative contact center and customer service helpdesk organizations.
Other learning resources Various learning tools are available within the product, as well as on the product CD and our web site. You can also request formal end-user or technical training. Online help The product includes topic-based as well as context-sensitive help. Use To view Help button F1 keypad button Topics in Cisco Unified Web and E-Mail Interaction Manager Help; the Help button appears in the console toolbar on every screen. Context-sensitive information about the item selected on the screen.
Console basics Key terms and concepts Elements of the user interface
A highly specialized workspace for system administrators, this console lets you set up and manage the system resources needed for the installation. Key terms and concepts Partitions Partitions support multiple customer databases on a single product installation. A single product installation may span multiple machines and databases. The unified view of the System Console provides you information about the system processes, machine load, and database servers.
Partition administrator view A partition administrator has a limited view of the System Console from the partition URL. The tree displays only the Partition nodes and sub-nodes within it. The Shared Resources node is not visible to the partition administrator due to lack of permissions. Shared resources System administrators work with shared resources to enable services, processes, and hosts across all partitions. Partition resources These are specific to individual partitions.
Monitors Monitors enable administrators to keep account of the status of operations. Different actions can be monitored from the System Console at shared resource level as well as partition level. Monitors can be set such that only required attributes are displayed in results. Elements of the user interface The console user interface can be divided into five functional areas: 1 3 2 4 5 Elements of the console user interface 1.
The user name with which the user has logged in the system. The language currently in use. The status of the system (Loading, Ready, etcetera).
Setting up the system Role of a system administrator Identifying requirements Managing resources Setting up services
Role of a system administrator As a system administrator you perform technical administration functions to manage the system. You can allocate and manage resources across all partitions. You can also enable or disable partitions. Using the tools provided within consoles you work in, monitor various components of the application. Specify limits on resources that partitions use so that partitions cannot overuse resources.
Hosts are physical machines on which the system is set up. You can configure each host machine to serve multiple partitions. The number of hosts that you set up for the system will depend on your user base and customer base. Across the system Since you have jurisdiction across all partitions, you will be working with shared resources quite often. Shared resources help you enable services, processes, and hosts across all partitions.
Setting up Unified EIM services This section helps you set up processes and instances for the following services: Retriever: Gets incoming emails from configured aliases and parses them. Workflow Engine: Applies workflows on emails to automate their routing and handling. Dispatcher: Sends outgoing emails out of the system.
3. Browse to the Partitions > Partition > Services > Retriever node. Click the Retriever instance to use in the partition, and select an available email alias. Associate a Retriever instance with the email alias created earlier 4. Restart the Retriever process and instance based on the notification message that appears. Browse to Shared Resource > Services > Retriever, and stop and start the Retriever process for the system.
5. Navigate back to the Partitions > Partition > Services > Retriever node. Stop and start the Retriever instance. Start the Retriever instance 6. Browse to Shared Resource > Services > Workflow > Workflow Engine and verify that the Workflow Engine process is running. If the process is in a stopped state, start the process by clicking the Run button.
7. Browse to Partitions > Partition > Services > Workflow > Workflow Engine and start the Workflow Engine instance. Start the Workflow Engine instance 8. Browse to Shared Resource > Services > Email > Dispatcher and verify that the Dispatcher process is running. If the process is in a stopped state, start the process by clicking the Run button.
9. Browse to Partitions > Partition > Services > Email > Dispatcher and start the Dispatcher instance. Start the Dispatcher instance 10. Browse to Shared Resource > Services > Listener > Listener and verify that the Listener process is running. If the process is in a stopped state, start the process by clicking the Run button.
11. Browse to Partitions > Partition > Services > Listener > Listener. Configure the Listener instance by providing the primary CTI server IP address and port number, and the secondary CTI server IP address and port number (optional) in the format, CTI Server IP address: port number. The start the Listener instance. Configure and start the Listener instance 12. Browse to Shared Resource > Services > EAAS > EAAS and verify that the EAAS process is running.
13. Browse to Partitions > Partition > Services > EAAS > EAAS and start the EAAS instance. Start the EAAS instance Unified EIM is now ready for use. To verify, log in as an agent, supervisor, or administrator and perform basic tasks. Setting up Unified WIM services This section helps you set up processes and instances for the following service: Agent Assignment: Routes chats to agents. To set up Unified WIM services in the System Console: 1.
3. Browse to Shared Resource > Services > Chat > Agent Assignment and verify that the Agent Assignment process is running. If the process is in a stopped state, start the process by clicking the Run button. Verify that the Agent Assignment process is running 4. Browse to Partitions > Partition > Services > Chat > Agent Assignment and start the Agent Assignment service instance.
Partitions About partitions Adding partitions Managing partitions
About partitions Partitions in a system contain all the information for one business unit or client. Use partitions to allow physical separation of data and ensure privacy of information for different business entities. You can configure multiple partitions on a single system. Set up partitions such that each serves independent business units. These units may have no need to share customer information or knowledge base data because they may serve different customers.
To disable a partition 1. In the Tree pane, browse to System > Partitions. 2. In the list pane, select the partition you want to disable. 3. In the Properties pane, go to the General tab and in the Enabled field select No. Disable a partition 4. Click the Save button. Managing service instances Increasing the number of service instances For each partition you can increase the number of service instances for three services.
Increase number of service instances for a partition 4. Click the Save button. Removing service instances If your partition doesn’t need any service, remove its service instance from the partition. This way no one in the partition can start the service instance for that partition and it frees up the resources. Make sure you stop the service process before removing it from the partition. If needed, you can add it back at any point. To remove a service instance 28 1.
Remove service instances not needed for the partition 4. Click the Save button. Viewing database details You can’t edit this information from the System Console. To view the database details 1. In the Tree pane, browse to System > Partitions. 2. In the List pane, select a partition. 3. In the Properties pane, go to the Databases tab. It shows the details about the following databases. 4.
Initial capacity Maximum capacity Drive name User Password URL Targets Vendors Drive vendor View database details of a partition Assigning permissions For a partition, you can give the following permissions to the system level users. Own View Edit Administer Important: Permissions can be given only to users and user groups who have appropriate actions assigned to them.
3. In the Properties pane, go to the Permissions tab and assign permissions to the users and user groups on the partition. Assign permissions to users and user groups 4. Click the Save button.
Managing hosts About hosts Editing hosts Deleting hosts Stopping hosts Starting hosts
About hosts Hosts can be configured from the System Console for the overall system. These are the physical machines on which software processes will be running. A host can serve multiple partitions. You can work with hosts only from the Shared resources node because Hosts are applicable across all partitions. Hosts are created during the installation process. As of now a deployment can have only one host.
Deleting hosts Although the system allows you to delete hosts, it is advisable not to do so. Stopping hosts Once you stop the host all the service processes running on the host also stop running. To stop a host 1. In the Tree pane, browse to System > Shared Resources > Hosts. 2. In the List pane, select the host. 3. 3. In the List pane toolbar, click the Stop button. Starting hosts Once you start the host all the service processes for the host don’t start running automatically.
Services About services, service processes, and service instances Managing service processes Managing service instances
About services, service processes, and service instances Services Services accomplish specialized functions within the system. For example, a dispatcher service is responsible for sending out emails from the system. Similarly other services perform varied functions for the system. Services accomplish specialized functions within the system. For example, a dispatcher service is responsible for sending out emails. Similarly other services perform varied functions for the system.
Content index services Attachment service: This service facilitates searches on different text based attachments. It filters such attachments and stores the text content in a full text-enabled database column. It then indexes the text content periodically. Any search on an attachment is carried out on this index thus enabling faster results. External agent assignment services EAAS: The external agent assignment service (EAAS) routes email activities requests to Unified CCE.
Workflow services Activity Pushback service: Auto Pushback service is a continuous service that pushes agents’ unpinned activities, back into the queue after they have logged out. Those activities get reassigned to other users in the queue. Alarm service: The Alarm service processes Alarm workflows at specific time intervals. While processing a workflow, it determines if any alarm conditions are met.
To create a service process 1. In the Tree pane, browse to System > Shared Resources > Services. 2. Browse to the service for which you want to create a new process. 3. In the List pane toolbar, click the New 4. In the Properties pane, go to the General tab and provide the following details. button. Name: Type a name for the process. This is required information. Description: Provide a brief description. Start type: From the dropdown list, select a start type for the service process.
Increasing the number of instances for service processes When the deployment has more than one partition and you need to run the service instances for all those partitions, then there is a need to increase the number of instances that can be associated with each process. Also, for three services there can be more than one service instance in each partition. You can increase the number of instances for these services for a partition.
The process stops working on the selected hosts. Important: Once the service process is stopped all service instances also stop. Managing service instances Service instances are specific to partitions. You can manage all the activities related to instances from the individual partitions. For example, if you want a particular service to run only for a specific partition, then start the Service Instance from that partition. You can also create and delete instances as and when you deem necessary.
Set the general properties 5. For retriever service instances, there is an additional Input tab. On the Input tab, select the aliases from the available list of aliases. 6. 6. Click the Save button. Important: The number of instances for a given service should tally with the maximum number of instances defined for the service process in Shared Resources. For details,“Increasing the number of instances for service processes” on page 40.
2. Browse to the service for which you want to start an instance. In the List pane select the service instance. 3. In the List pane toolbar, click the Start button. The instance starts running. Important: More than one Service Instance cannot be started on a partition, except for Retriever, Dispatcher, and Rules. Stopping service instances Stop the service instance if it is not needed. This frees up the system resources.
Loggers About loggers, handlers, and filters Managing handlers Managing filters Editing loggers
About loggers, handlers, and filters Loggers Loggers are used for maintaining and debugging applications. Developers embed various types of trace messages in the code at critical points. These trace messages are logged in appropriate files on the client side or server side as per the settings, helping your maintenance engineers trace the cause of the problem.
Apart from the handlers that are available in the system, you can create additional handlers for specific kinds of output. The handlers created here can then be attached to a logger. To create a handler 1. In the Tree pane, browse to System > Shared Resources > Logger > Handlers. 2. In the List pane toolbar, click the New button. The Properties pane refreshes to show the properties handler. 3. In the Properties pane, on the General tab provide the following details.
Deleting handlers You cannot delete a handler if it is the global handler or if it is associated with a logger. To delete a handler 1. In the Tree pane, browse to System > Shared Resources > Logger > Handlers. 2. In the List pane, select the handler you want to delete. 3. In the List pane toolbar, click the Delete button. Managing filters Filter is another aspect of logger that can be configured from the shared resources. You may want to view logs based on specified filtering criteria.
Set the general properties 3. Click the Save button. Deleting filters You cannot delete a filter if it is associated with a logger. To delete a filter 1. In the Tree pane, browse to System > Shared Resources > Logger > Filters. 2. In the List pane, select the filter you want to delete. 3. In the List pane toolbar, click the Delete button. Editing loggers Edit a logger if you want different kind of messages to be logged than the existing ones.
Filter: Select from the list of filters available in the dropdown list. Edit the general properties 4. Next, on the Handlers tab, select the handlers from the available handlers list. 5. Next, on the Additional Trace Levels tab, select the additional trace levels for the logger. 6. Click the Save button.
Monitors About monitors Configuring monitors Deleting monitors Starting monitors
About monitors Monitors enable you to constantly monitor the important resources in your system. At the shared resources level you can monitor the hosts and service processes, and at the partition level you can monitor service instances. For each monitor you specify the objects you want to monitor, i.e. the hosts, service processes, or service instances, and the attributes of the objects to be monitor. For each object, different attributes are available for monitoring.
Service process monitors Using service process monitors you can monitor if the service processes are running as desired or not. For each service process you can monitor the various attributes like the state of the process, and its start and stop time. You can configure a single monitor for all the service processes or you can configure a different monitor for each service process. Also, while configuring the monitors you can decide if you want to monitor all the attributes or selective attributes.
Pending: Number of pending email. Emails Skipped: Number of skipped emails. Throughput: Total number of activities processed since the instance was started. Unable to Send: Number of emails unable to send. Attributes available for monitoring for aliases Alias name: Name of the alias. Instance ID: ID of the instance with the alias is associated.
Set the general properties 4. Next, go to the Objects tab and select the object to be monitored. For shared resources monitors select from the list of available hosts and service processes. And, for partition resources from the list of available service instances. 5. Next, go to the Attributes tab and select the attributes of the objects to be monitored. 6. Click the Save button. Once you save the monitor the Notification tab is enabled. 7.
The users to whom you want to send a message. You can send messages to internal user accounts or external email addresses. The subject of the message. The content of the message. This message is sent when the conditions configured in the Conditions section are met. Create a custom message 10. Click the Save button. Deleting monitors Delete the monitor if you don’t want to use it any more. To delete a monitor 1. In the Tree pane, browse to the Monitors node.
56 If it is a partition monitor, browse to System > Partition > Your Partition > Monitors. 2. In the List pane, select the monitor you want to start. 3. In the List pane toolbar, click the Start button.
