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IP Office Contact Center Task Tags

Reference
Release 9.0.2
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February 2014
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IP Office Contact Center Task Tags December 10, 2013 1

Contents
About this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Task tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
System-specific . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
System time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
VU ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
VU mails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
User-defined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
2 December 10, 2013

About this manual
3

About this manual
This 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-specific
The 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.
6 IP Office Contact Center Task Tags

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).
Name Type Explanation
Task tags
7

FirstTopicId String Indicates the ID of the first topic used for distribution
(dialed topic).
CCK_CustomerContactValid
Time
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_CustomerContactMin
Time
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.
Name Type Explanation
8 IP Office Contact Center Task Tags

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).
<destinationpabxname> 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.
Name Type Explanation
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_<AnnouncementScript> Integer If the announcement is started, the kernel process sets
Script_<AnnouncementScript> 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_<AnnouncementScript> 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_<AnnouncementScript> 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_UsePreferredAgent
Routing
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.
Name Type Explanation
10 IP Office Contact Center Task Tags

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.
Name Type Explanation
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_CheckResourceMatrixFor
LAR
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.
Name Type Explanation
12 IP Office Contact Center Task Tags

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
Name Type Explanation
Task tags
13

Topic
The topic task tags display values about calls in the queue. The topic task tags provide information about
the queue operations and load.
Name Type Explanation
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.
14 IP Office Contact Center Task Tags

Agent group
The 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.
Name Type Explanation
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

Agent
The following value can be used for an agent.
Name Type Explanation
a.absenceNote String Variable for an agent's out-of-office notice. This
variable is used only by the user interface.
16 IP Office Contact Center Task Tags

System time
The system time task tags are only present one time in the system.
Name Type Explanation
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 ports
VU 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.
Name Type Explanation
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.
18 IP Office Contact Center Task Tags

VU mails
The VU mails task tags provide information about VU mails.
Name Type Explanation
vumsgq(?).nVoiceMsg Integer Specifies the number of voice mails.
vumsgq(?).tTotVoiceMsg Integer Specifies the total speech time of voice mails.
Task tags
19

Email
The following task tags are set by the UMR task server.
Name Type Explanation
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 <john.smith@email.com>
Content:
For email: John.smith@email.com
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 <john.smith@email.com>
Content: John Smith
UM_SenderDomain String Specifies the sender domain for emails.
Example: comergo.com or comergo.co.uk
20 IP Office Contact Center Task Tags

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 = low
1 = medium
2 = high
UM_Sensitivity Integer Specifies the confidentiality level of an email.
Content: Number
0 = normal
1 = personal
2 = private
3 = 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 code
1 = job code can be configured as an option
2 = job code is mandatory
OrderCode String Specifies the job code of the email.
Name Type Explanation
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.
Name Type Explanation
22 IP Office Contact Center Task Tags

User-defined
A user can configure any number of task tags.
Name Type Explanation
c.xyz String or
integer
Indicates the value of the task tag.
Task tags
23

Dialer
When 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.
This value corresponds to an integer >= 0.
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.
This value corresponds to an integer >= 0.
24 IP Office Contact Center Task Tags

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
A
a.absenceNote . . . . . . . . . . . . . . . . . . 15
Access code. . . . . . . . . . . . . . . . . . . . 23
ACW . . . . . . . . . . . . . . . . . . . . . . . 14
Address . . . . . . . . . . . . . . . . . . . . . . . 8
ag.averageCallsPerHour . . . . . . . . . . . . . . 14
ag.averageSpeechtime. . . . . . . . . . . . . . . 14
ag.free . . . . . . . . . . . . . . . . . . . . . . 14
ag.loggedOn. . . . . . . . . . . . . . . . . . . . 14
ag.loggedOnForSkills . . . . . . . . . . . . . . . 14
ag.processable . . . . . . . . . . . . . . . . . . 14
ag.queueFactor . . . . . . . . . . . . . . . . . . 14
Agent . . . . . . . . . . . . . . . . . . . . . . . 15
Agent group . . . . . . . . . . . . . . . . . . . . 14
ANI . . . . . . . . . . . . . . . . . . . . . . . . . 6
AnnouncementScript . . . . . . . . . . . . . . . . . 9
Arrival time . . . . . . . . . . . . . . . . . . . . 19
B
Blocked period. . . . . . . . . . . . . . . . . . 7, 13
C
c.CCK_Actual_Announce_Time . . . . . . . . . . . 6
c.CCK_Caller_Name . . . . . . . . . . . . . . . . 6
c.CCK_Customer_Number . . . . . . . . . . . . . 6
c.CCK_Priority . . . . . . . . . . . . . . . . . . . 6
c.xyz. . . . . . . . . . . . . . . . . . . . . . . 22
c.Ordercode# . . . . . . . . . . . . . . . . . . . 6
c.announceTime . . . . . . . . . . . . . . . . . . . 6
c.dialledTheme . . . . . . . . . . . . . . . . . . . 5
c.nChained . . . . . . . . . . . . . . . . . . . . . 9
c.nProcessed . . . . . . . . . . . . . . . . . . . . 5
c.positionInQueue . . . . . . . . . . . . . . . . . . 5
c.queuePrio . . . . . . . . . . . . . . . . . . . . . 5
c.timeTotal . . . . . . . . . . . . . . . . . . . . . 5
c.topicPreAnnounce . . . . . . . . . . . . . . . . . 7
c.waitThisQueue. . . . . . . . . . . . . . . . . . . 5
c.waitTotal. . . . . . . . . . . . . . . . . . . . . . 5
Call flow. . . . . . . . . . . . . . . . . . . . . . 23
CallJobID . . . . . . . . . . . . . . . . . . . . . 23
Campaign . . . . . . . . . . . . . . . . . . . . . 23
CC.notProcessed . . . . . . . . . . . . . . . . . 10
CC.processed . . . . . . . . . . . . . . . . . . . 10
CC.VoiceMsgName . . . . . . . . . . . . . . . . . 9
CC.VoiceMsgProcessed . . . . . . . . . . . . . . 10
CCId. . . . . . . . . . . . . . . . . . . . . . . . 24
CCIDString. . . . . . . . . . . . . . . . . . . . . 23
CCK_AlertingEMailBlockCond. . . . . . . . . . . . 10
CCK_Called_Address. . . . . . . . . . . . . . . 8, 21
CCK_Calling_Address . . . . . . . . . . . . . . 8, 21
CCK_CCIT_Key . . . . . . . . . . . . . . . . . . . 6
CCK_CheckResourceMatrixForLAR . . . . . . . . . 11
CCK_ConsultationTask . . . . . . . . . . . . . . . 10
CCK_Customer_Info . . . . . . . . . . . . . . . . . 8
CCK_CustomerContactMinTime. . . . . . . . . . . . 7
CCK_CustomerContactValidTime . . . . . . . . . . . 7
CCK_DisplayLastTopic . . . . . . . . . . . . . . . . 7
CCK_ForeignTargetAddress . . . . . . . . . . . . . 9
CCK_ForeignTargetName . . . . . . . . . . . . . . 9
CCK_HideNetworkUnavail . . . . . . . . . . . . . 11
CCK_Holiday. . . . . . . . . . . . . . . . . . . . . 7
CCK_LastAgentName . . . . . . . . . . . . . . . 10
CCK_nDistributionFailed . . . . . . . . . . . . . . 11
CCK_PauseCode. . . . . . . . . . . . . . . . . . . 8
CCK_TicketID . . . . . . . . . . . . . . . . . . . 21
CCK_TrackID . . . . . . . . . . . . . . . . . . . . 8
CCK_UseCurrentAgentRouting . . . . . . . . . . . . 9
CCK_UseLastAgentRouting. . . . . . . . . . . . . . 9
CCK_UsePreferredAgentRouting . . . . . . . . . . . 9
CCOD_CallJob. . . . . . . . . . . . . . . . . . . 23
CCOD_Destination . . . . . . . . . . . . . . . . . 23
CCOD_NAbandoned . . . . . . . . . . . . . . . . 23
CCOD_NCanceled . . . . . . . . . . . . . . . . . 23
CCOD_NDropped . . . . . . . . . . . . . . . . . 23
CCOD_NTries . . . . . . . . . . . . . . . . . . . 23
CCOD_Source . . . . . . . . . . . . . . . . . . . 23
CM_UserEnteredCode . . . . . . . . . . . . . . . 11
Confidentiality . . . . . . . . . . . . . . . . . . . 20
Coordinated Universal Time. . . . . . . . . . . . . 19
CTS_Initial_Message . . . . . . . . . . . . . . . . 11
Customer contact. . . . . . . . . . . . . . . . . . . 7
Customer data . . . . . . . . . . . . . . . . . . . . 8
Customer number . . . . . . . . . . . . . . . . . . 6
Customer recognition . . . . . . . . . . . . . . . . . 6
D
Date . . . . . . . . . . . . . . . . . . . . . . . . 16
Day of the week . . . . . . . . . . . . . . . . . . 16
Destination address . . . . . . . . . . . . . . . 8, 21
Dial attempts . . . . . . . . . . . . . . . . . . . . 23
IP Office Contact Center Task Tags 2

Index
E
E-mail . . . . . . . . . . . . . . . . . . . . . . . 19
Email address . . . . . . . . . . . . . . . . . . 9, 19
ExtDestNoBang . . . . . . . . . . . . . . . . . . 13
ExternOAD . . . . . . . . . . . . . . . . . . . . 10
F
Fail . . . . . . . . . . . . . . . . . . . . . . . . . 8
Fax number . . . . . . . . . . . . . . . . . . . . 19
First screen . . . . . . . . . . . . . . . . . . . . . 7
FirstScreenTabName . . . . . . . . . . . . . . . 10
FirstTopicAddr . . . . . . . . . . . . . . . . . . . . 6
FirstTopicId . . . . . . . . . . . . . . . . . . . . . 7
FirstTopicName . . . . . . . . . . . . . . . . . . . 6
ForcedOrderCode . . . . . . . . . . . . . . . . . 20
H
Holiday . . . . . . . . . . . . . . . . . . . . . . 16
Hour . . . . . . . . . . . . . . . . . . . . . . . 16
I
Identification number . . . . . . . . . . . . . . . . . 6
J
Job . . . . . . . . . . . . . . . . . . . . . . . . 23
Job code . . . . . . . . . . . . . . . . . . 6, 11, 20
K
Kernel . . . . . . . . . . . . . . . . . . . . . . . . 9
L
LARAgentID. . . . . . . . . . . . . . . . . . . . 10
LARAgentName . . . . . . . . . . . . . . . . . . 10
Last agent . . . . . . . . . . . . . . . . . . . . . . 7
LastRedirectionAddr . . . . . . . . . . . . . . . . 10
LastTopicAddr . . . . . . . . . . . . . . . . . . . . 6
LastTopicId . . . . . . . . . . . . . . . . . . . . . 6
LastTopicName . . . . . . . . . . . . . . . . . . . 6
M
MaxTaskPerTopic . . . . . . . . . . . . . . . . . 13
Minutes . . . . . . . . . . . . . . . . . . . . . . 16
Month . . . . . . . . . . . . . . . . . . . . . . . 16
N
Number . . . . . . . . . . . . . . . . . . . . . . . 9
O
OD_PERS_ . . . . . . . . . . . . . . . . . . . . 24
OD_PERS_QR. . . . . . . . . . . . . . . . . . . 24
OD_QA . . . . . . . . . . . . . . . . . . . . . . 24
ODSI_Agent . . . . . . . . . . . . . . . . . . . . 24
ODSI_Evaluation . . . . . . . . . . . . . . . . . . 24
ODSI_No2ndRoute . . . . . . . . . . . . . . . . . 24
ODSI_OrigDialer . . . . . . . . . . . . . . . . . . 24
ODSI_OutCCId. . . . . . . . . . . . . . . . . . . 24
ODSI_TExceedSec . . . . . . . . . . . . . . . . . 24
ODSI_TPreviewSec . . . . . . . . . . . . . . . . 24
OrderCode. . . . . . . . . . . . . . . . . . . . . 20
Out-of-Office notice. . . . . . . . . . . . . . . . . 15
Overrun time . . . . . . . . . . . . . . . . . . . . 24
P
PBX . . . . . . . . . . . . . . . . . . . . . . . . . 8
Personal contact . . . . . . . . . . . . . . . . . . . 9
PreferedTargetId . . . . . . . . . . . . . . . . . . 11
Preview time . . . . . . . . . . . . . . . . . . . . 24
Priority . . . . . . . . . . . . . . . . . . . . . . 5, 20
Q
q.averageWait . . . . . . . . . . . . . . . . . . . 13
q.blocked . . . . . . . . . . . . . . . . . . . . . 13
q.callsInQueue . . . . . . . . . . . . . . . . . . . 13
q.maxWait . . . . . . . . . . . . . . . . . . . . . 13
q.ocLength. . . . . . . . . . . . . . . . . . . . . 11
q.queuePrio . . . . . . . . . . . . . . . . . . . . 13
q.tasksToDistribute . . . . . . . . . . . . . . . . . 13
Queue . . . . . . . . . . . . . . . . . . . . . . 5, 13
Queue factor . . . . . . . . . . . . . . . . . . . . 14
R
Receiver domain . . . . . . . . . . . . . . . . . . 20
S
Seconds . . . . . . . . . . . . . . . . . . . . . . 16
Semicolon . . . . . . . . . . . . . . . . . . . . . 20
Sender. . . . . . . . . . . . . . . . . . . . . . . 21
Sender domain . . . . . . . . . . . . . . . . . . . 20
shm . . . . . . . . . . . . . . . . . . . . . . . 5, 13
Skill . . . . . . . . . . . . . . . . . . . . . . . . . 8
Skill reduction . . . . . . . . . . . . . . . . . . . . 8
IP Office Contact Center Task Tags 3

Index
skillFactor . . . . . . . . . . . . . . . . . . . . . . 8
Speech time . . . . . . . . . . . . . . . . . . . . 14
Speech times . . . . . . . . . . . . . . . . . . . 18
Subject . . . . . . . . . . . . . . . . . . . . .19, 21
System-specific . . . . . . . . . . . . . . . . . . . 5
T
t.cdate . . . . . . . . . . . . . . . . . . . . . . 16
t.dayOfWeek . . . . . . . . . . . . . . . . . . . 16
t.holiday . . . . . . . . . . . . . . . . . . . . . . 16
t.hour . . . . . . . . . . . . . . . . . . . . . . . 16
t.minute . . . . . . . . . . . . . . . . . . . . . . 16
t.month . . . . . . . . . . . . . . . . . . . . . . 16
t.second. . . . . . . . . . . . . . . . . . . . . . 16
t.timeOfDay . . . . . . . . . . . . . . . . . . . . 16
t.year . . . . . . . . . . . . . . . . . . . . . . . 16
TaskFlow . . . . . . . . . . . . . . . . . . . . . . 9
TicketID . . . . . . . . . . . . . . . . . . . . . . 21
Time . . . . . . . . . . . . . . . . . . . . . . . 16
Time off . . . . . . . . . . . . . . . . . . . . . . . 7
Top level receiver domain . . . . . . . . . . . . . 20
Topic . . . . . . . . . . . . . . . . . . . . . . . 13
Topic overflow . . . . . . . . . . . . . . . . . . . . 7
TopicMaxAlertTimeout . . . . . . . . . . . . . . . 10
U
UM_ActTopicDomain. . . . . . . . . . . . . . . . 20
UM_ActTopicTLDomain . . . . . . . . . . . . . . 20
UM_ArrivingTime . . . . . . . . . . . . . . . . . 19
UM_CCAddresses . . . . . . . . . . . . . . . . . 20
UM_MessageType. . . . . . . . . . . . . . . . . 19
UM_Priority . . . . . . . . . . . . . . . . . . . . 20
UM_ReceiverAddresses . . . . . . . . . . . . . . 20
UM_Senderaddress . . . . . . . . . . . . . . . . 19
UM_Senderdisplayname . . . . . . . . . . . . . . 19
UM_SenderDomain . . . . . . . . . . . . . . . . 19
UM_SenderReplyToAddress . . . . . . . . . . . . 20
UM_SenderTLDomain . . . . . . . . . . . . . . . 20
UM_Sensitivity. . . . . . . . . . . . . . . . . . . 20
UM_Subject . . . . . . . . . . . . . . . . . . . . 19
UTC . . . . . . . . . . . . . . . . . . . . . . . 19
V
Vectors . . . . . . . . . . . . . . . . . . . . . . . 9
Voice mail . . . . . . . . . . . . . . . . . . . . . 18
VU . . . . . . . . . . . . . . . . . . . . . . . . 23
VU mails . . . . . . . . . . . . . . . . . . . . . 18
VU manager . . . . . . . . . . . . . . . . . . . 9, 13
VU ports . . . . . . . . . . . . . . . . . . . . . 17
vumsgq(?).nVoiceMsg . . . . . . . . . . . . . . . 18
vumsgq(?).tTotVoiceMsg . . . . . . . . . . . . . . 18
vuscr(?).freePorts . . . . . . . . . . . . . . . . . 17
vuscr(?).totalPorts . . . . . . . . . . . . . . . . . 17
W
Wait time. . . . . . . . . . . . . . . . . . . . . . 13
Y
Year . . . . . . . . . . . . . . . . . . . . . . . . 16
IP Office Contact Center Task Tags 4

Index
IP Office Contact Center Task Tags 5

Index
IP Office Contact Center Task Tags 6

Index
IP Office Contact Center Task Tags 7

Index
IP Office Contact Center Task Tags 8

Index
IP Office Contact Center Task Tags 9

Index
IP Office Contact Center Task Tags 10

Index
IP Office Contact Center Task Tags 11

Index
IP Office Contact Center Task Tags 12

Index
IP Office Contact Center Task Tags 13

Index
IP Office Contact Center Task Tags 14

Index
IP Office Contact Center Task Tags 15

Index
IP Office Contact Center Task Tags 16

Index

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