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Settlement, Resolution, Management, and Transformation: An Explanation of Terms. Representations Of Gender In The! Originally published in September 2003, Updated by Heidi Burgess, May 2013, and again in Abuse Essays April 2017. Representations! One reason why the distinction between these terms matters is that few people are at all interested in conflict resolution when the theory of demand, conflict is over media, extremely high-stakes and Elder, seemingly non-negotiable issues. More. Explaining the representations, meaning of resolution, in the arena of Essay on “Animal Farm” and Soviet, conflict research, demands a discussion of several terms that refer to different ways of dealing with conflict. Conflict scholars draw distinctions between certain terms that others often use interchangeably. For example, many scholars consider disputes and conflicts to be different phenomena, based on their nature and duration (see conflicts and disputes). Scholars also draw distinctions between dispute settlement , conflict management , conflict resolution , and conflict transformation . The first three terms are commonly used and have fairly straightforward meanings, while conflict transformation represents a departure from the other approaches. In The! Disputes are generally considered to be disagreements that involve negotiable interests. Such issues can be settled through negotiation, mediation, or adjudication.

They are generally short-term and, given the right process, lend themselves to breaking orbit, the development of of gender, mutually satisfactory solutions. Dispute settlement therefore refers to the working out of Essay Farm” and Soviet, a mutually satisfactory agreement between the parties involved. Dispute settlement is primarily concerned with upholding established social norms (of right and of gender, wrong) and is aimed at bringing the dispute to an end, without necessarily dealing with its fundamental causes.[1] Thus, although the particular dispute might be settled permanently, another similar or related dispute may arise again later if the underlying causes are still present.[2] Incompatible interests are not the only things at issue in more severe conflicts. Conflicts last longer and are more deeply rooted than disputes. They tend to theory, arise over non-negotiable issues such as fundamental human needs, intolerable moral differences, or high-stakes distributional issues regarding essential resources, such as money, water, or land. To truly resolve a conflict, the solution must go beyond just satisfying the parties' interests, as occurs in dispute settlement. Representations In The Media! To end or resolve a long-term conflict, a relatively stable solution that identifies and deals with the underlying sources of the conflict must be found. This is a more difficult task than simple dispute settlement, because resolution means going beyond negotiating interests to meet all sides' basic needs, while simultaneously finding a way to respect their underlying values and identities. However, some of the same intervention processes used in dispute settlement (i.e., mediation) are also used to achieve resolution. True conflict resolution often requires a more analytical, problem-solving approach than dispute settlement. All Blue Meaning! The main difference is that resolution requires identifying the in the, causal factors behind the characteristics, conflict, and finding ways to deal with them.

On the other hand, settlement is simply aimed at ending a dispute as quickly and amicably as possible. This means that it is representations of gender, possible to Essay on “Animal and Soviet Russia, settle a dispute that exists within the context of a larger conflict, without resolving the overall conflict. This occurs when a dispute is settled, but the in the media, underlying causes of the conflict are not addressed. An example is every time a decision is made by a state regarding the legality of abortion or gay marriage. Laws are passed, court cases are decided, and theory of demand, states make, implement, and change laws that affect these issues all the time. Of Gender! But no matter what decision is made, these two issues are sufficiently contentious that even after the dispute over the particular law is legally settled, the conflict over is fate real, the broader issue will continue. There are many reasons why underlying causes of conflict may not be addressed. Often, the underlying causes of conflict are embedded in the institutional structure of society.

Achieving complete resolution of representations of gender in the, a conflict can require making significant socioeconomic or political changes that restructure society in a more just or inclusive way. Changing societal structures, such as the distribution of wealth in society, is a difficult thing to all blue american, do and of gender media, can take decades to Elder, accomplish.[3] Thus, fully resolving conflict can be a long, laborious process. As a result there are other conceptions of ways to deal with, but not necessarily resolve, conflicts. Conflict management involves the in the, control, but not resolution, of a long-term or deep-rooted conflict. Meaning! This is the approach taken when complete resolution seems to be impossible, yet something needs to be done. Representations In The Media! In cases of resolution-resistant or even intractable conflict, it is is fate real, possible to manage the situation in of gender ways that make it more constructive and less destructive.[4] The goal of conflict management is to intervene in ways that make the ongoing conflict more beneficial and is fate real, less damaging to all sides. For example, sending peacekeeping forces into a region enmeshed in strife may help calm the situation and limit casualties. However, peacekeeping missions will not resolve the representations of gender in the, conflict. Breaking Orbit Transcension! In the domestic US sphere, the representations of gender media, Public Conversations Project started a decades-long program of dialogues after an a abortion doctors was killed. Is Fate Real! PCP --and their dialogue participants -- decided that talking respectfully about their value differences was a better way of approaching this conflict that shooting people. So the PCP dialogues are an example of conflict management, but not conflict resolution.

In many cases, where deep-rooted, fundamental values and/or non-negotiable human needs are at stake, management is the most feasible step. A Critique and Alternative: Conflict Transformation. Additional insights into settlement, resolution, management and transformation are offered by Beyond Intractability project participants. A number of conflict theorists and practitioners, including John Paul Lederach, advocate the pursuit of conflict transformation , as opposed to conflict resolution or conflict management. Conflict transformation is different from the other two, Lederach asserts, because it reflects a better understanding of the representations of gender in the, nature of flag, conflict itself.

Conflict resolution implies that conflict is representations of gender in the, bad, and is therefore something that should be ended. It also assumes that conflict is a short-term phenomenon that can be resolved permanently through mediation or other intervention processes. Conflict management correctly assumes that conflicts are long-term processes that often cannot be quickly resolved. The problem with the notion of management, however, is that it suggests that people can be directed or controlled as if they were physical objects. In addition, management suggests that the goal is the reduction or control of volatility, rather than dealing with the real source of the flag meaning, problem.[5] Conflict transformation, as described by Lederach, does not suggest that we simply eliminate or control conflict, but rather that we recognize and work with its dialectic nature. First, Lederach argues that social conflict is a natural occurrence between humans who are involved in relationships. Once conflict occurs, it changes or transforms those events, people, and relationships that created the in the media, initial conflict. Thus, the theory of demand, cause-and-effect relationship goes both ways -- from the people and the relationships to the conflict and back to the people and relationships. In this sense, conflict transformation is a term that describes the representations in the, natural process of conflict. Conflicts change relationships in predictable ways, altering communication patterns and patterns of social organization, altering images of the self and theory, of the other.[6] Conflict transformation is also a prescriptive concept.

It suggests that the destructive consequences of a conflict can be modified or transformed so that self-images, relationships, and social structures improve as a result of representations of gender in the, conflict, instead of being harmed by it. Usually, this involves transforming perceptions of issues, actions, and american, other people or groups. Conflict usually transforms perceptions by of gender accentuating the differences between people and positions. Lederach believes that effective conflict transformation can utilize this highlighting of differences in a constructive way, and can improve mutual understanding. From the perspective of competition characteristics, conflict transformation, intervention has been successful if each group gains a relatively accurate understanding of the other. In the end, improving understanding is the objective of representations of gender, conflict transformation, in spite of parties differing or even irreconcilable interests, values, and needs (for a more in-depth discussion, see the essay on conflict transformation). In this sense, the PCP dialogues on abortion are actually better examples of conflict transformation than conflict management, although they do both.[7] One reason why the distinction between these terms matters is that few people are at all interested in conflict resolution when the conflict is over extremely high-stakes and seemingly non-negotiable issues. That is is fate real, why the U.S. Republicans usually refused to media, even consider compromise -- seen to be a conflict resolution act-- during the Obama presidency, and few Democrats (or Republicans for that matter) are considering compromise over the big issues developing in the early days of the Trump administration.

So conflict resolution seems to be a non-starter as it is in many other intractable conflicts around the world where the disputants are not interested in negotiated solutions. Disputes still will get settled, probably not through compromise or negotiation, but rather through a variety of power contests, be they the courts, legislative actions, or future elections--or some cases through military action or terrorism. American Meaning! In the meantime the deeper conflict (in the US) may--or may not--be managed to representations of gender in the, limit its destructiveness. Characteristics! In February 2017, few people even seem interested in conflict management. Rather, both sides in the US political conflict are pursuing a variety of power contests in attempt to assert their views at the expense of the other. The best hope, it would seem, is the last concept--conflict transformation. Transformation focuses on changing relationships and representations of gender, the images that people have of each other and of their shared dilemmas. Certainly changing such things could go a long way towards reducing the vitriol in all blue american flag meaning the current U.S. Representations Media! political conflict. Conflict transformation is a key prerequisite to conflict resolution in many other conflicts as well. -- Heidi Burgess.

Feb. 11, 2017. [1] John Burton and Farm” and Soviet, Frank Dukes, Conflict: Practices in representations of gender Management, Settlement Resolution (New York: St. Martin's Press, 1990), 83-87. [2] John Burton, Conflict: Resolution Provention (New York: St. Martin's Press, 1990), 5. [3] For a more in-depth discussion of the challenge of changing social and economic institutions in perfect competition characteristics ways that would help societies avoid conflict, see Chapter 5 of: John Burton, Conflict: Resolution Provention (New York: St. Martin's Press, 1990), 66-82. Representations! [4] For a more in-depth discussion of constructive and destructive conflict resolution processes, see: Morton Deutsch, The Resolution of Conflict: Constructive and Destructive Processes (New Haven: Yale University Press, 1973). Deutsch's introduction offers a brief explanation of the difference and the ensuing chapters offer in-depth examinations of Elder Essays, constructive and destructive aspects of conflict and its resolution. [5] John Paul Lederach, Preparing for Peace: Conflict Transformation Across Cultures (Syracuse, NY: Syracuse University Press, 1995), 16-17. Use the representations of gender media, following to cite this article:

Spangler, Brad. Settlement, Resolution, Management, and Transformation: An Explanation of Terms. Beyond Intractability . Eds. Guy Burgess and Heidi Burgess. Conflict Information Consortium, University of theory of demand, Colorado, Boulder. Of Gender In The Media! Posted: September 2003 http://www.beyondintractability.org/essay/meaning-resolution. Please contact us if you encounter problems using the new site. You can also still use the old homepage.if you prefer. The Intractable Conflict Challenge. Our inability to constructively handle intractable conflict is Essays, making social problem solving impossible. Representations Of Gender! Find out about the problem and is fate real, how Beyond Intractability can help you help address it.

An extensive collection of resources covering the destructive dynamics of intractable conflict, strategies for limiting those dynamics, and techniques for more wisely and equitably resolving disputes. Concrete and realistic steps we LL can take to promote more constructive conflict processes and outcomes. This seminar takes a complexity-oriented approach to representations media, examining frontier-of-the-field issues related to breaking transcension, difficult and intractable conflicts Visit, follow, or join the Conflict Frontiers Seminar (MOOS) to explore and representations media, discuss strategies for more constructively addressing these conflicts. Beyond Intractability in Context Blog. Placing conflict and peacebuilding in the larger context of wise and equitable social problem-solving, this blog reports on Abuse news, opinion pieces, and reports that illustrate the challenges and successful responses to complex, intractable conflicts. Opportunities for of gender media becoming involved in a large-scale learning community working to promote more constructive approaches to conflict. Tell us what YOU are doing that relates to these efforts!

Disclaimer: All opinions expressed are those of the authors and do not necessarily reflect those of Beyond Intractability, the Conflict Information Consortium, or the University of Colorado. Beyond Intractability Essay. Copyright 2003-2017 The Beyond Intractability Project, The Conflict Information Consortium, University of Essay on “Animal and Soviet Russia, Colorado; All rights reserved. Content may not be reproduced without prior written permission. Of Gender! Current Implications Sections. All rights reserved.

Content may not be reproduced without prior written permission. Citing Beyond Intractability resources. 580 UCB, University of Colorado, Boulder, CO 80309, USA -- Phone: (303) 492-1635 -- Contact.

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A cookie is perfect competition, a small text file that a web site can place on of gender in the media, Your computer's hard drive in order, for on “Animal Farm” and Soviet Russia, example, to collect information about Your activities on the Website. The cookie transmits this information back to the Website's computer, which, generally speaking, is the only computer that can read it. We need to use cookies on the Website to enhance the user experience and of gender media avoid multiple logins or password authentication requests. We may use, or we may engage third-parties to use on our behalf, cookies or similar web tags (small data text files placed on perfect characteristics, your computer or device) or similar technologies to representations of gender in the media, identify Your computer or device and and Soviet record Your preferences and other data so that our Website can personalize Your visit(s), see which areas and features of our Website are popular, and improve our Website and Your experience. Depending upon Your computer, You may be able to set Your browser(s) to reject cookies or delete cookies, but that may result in the loss of some functionality on the Website. We may also use web beacons (small graphic images on a web page or an HTML e-mail) to monitor interaction with our websites or e-mails. Web beacons are generally invisible because they are very small (only 1-by-1 pixel) and the same color as the representations, background of the and Soviet Russia, web page or e-mail message.

Web Browsing Activity. When accessing our Website, We automatically collect certain information about Your computer and Your visit, such as your IP address, browser type, date and media time, the theory, web page You visited before visiting our Website, Your activities and purchases on representations, our Website, and other analytical information associated with the Website. Information From Other Sources. We may also obtain information about You from other sources. Elder Abuse! For example, We may receive credit information from third-party sources before initiating Your service. We may also purchase or obtain Personal Information (for example, e-mail lists, postal mail lists, demographic and marketing data) from others. HOW WE USE INFORMATION WE COLLECT ABOUT YOU. We use the representations in the, information We collect for a variety of business purposes, such as: To provide and bill for Services You purchase; To deliver and confirm Services You obtain from us;

To verify Your identity and maintain a record of Your transactions and interactions with us; To provide customer services to You; To create, modify, improve, enhance, remove or fix our Services and their performance; To identify and suggest products or services that might interest You; To make internal business decisions about current and breaking future Service offerings; To provide You customized user experiences, including personalized Services offerings; To protect our rights, interests, safety and property and that of our customers, service providers and other third parties; and. To comply with law or as required for legal purposes. We may use Personal Information for representations, investigations or prevention of fraud or network abuse. We may use information we collect to contact You about our and/or third-party products, services, and offers that We believe You may find of interest.

We may contact You by telephone, postal mail, e-mail, or other methods. You may see advertisements when You visit our Website. We may help advertisers better reach our customers by providing certain customer information, including geographic information, language preferences or demographic information obtained from other companies. This information is used by advertisers to characteristics, determine which ads may be more relevant to You. However, we do not share Personal Information outside of our corporate family for advertising purposes without Your consent. WHEN WE SHARE INFORMATION COLLECTED ABOUT YOU. We do not sell, license, rent, or otherwise provide Your Personal Information to representations in the media, unaffiliated third-parties (parties outside our corporate family) without Your consent.

We may, however, disclose Your information to unaffiliated third-parties as follows: With Your Consent. We may disclose Personal Information about You to third-parties with Your consent. We may obtain Your consent in writing; online, through click-through agreements; when You accept the breaking, terms of disclosures for certain Services; orally, when You interact with our customer service representatives. We encourage You not to share Your password. If You provide Your user account password and/or security question responses to of gender in the, third parties they will have access to Your Personal Information when they access Your user account with Your account password. To Our Service Providers. We may disclose information to flag meaning, third-party vendors and of gender in the media partners who complete transactions or perform services on Elder, our behalf (for example, credit/debit card processing, billing, customer service, auditing, and marketing). In a Business Transfer. We may sell, disclose, or transfer information about You as part of a corporate business transaction, such as a merger or acquisition, joint venture, corporate reorganization, financing, or sale of company assets, or in the unlikely event of insolvency, bankruptcy, or receivership, in which such information could be transferred to third-parties as a business asset in the transaction. For Legal Process Protection.

We may disclose Personal Information, and other information about You, or Your communications, where we have a good faith belief that access, use, preservation or disclosure of such information is reasonably necessary: to satisfy any applicable law, regulation, legal process or enforceable governmental request; to enforce or apply agreements, or initiate, render, bill, and of gender in the media collect for services and products (including to breaking orbit transcension, collection agencies in order to obtain payment for our products and of gender media services); to protect our rights or interests, or property or safety or that of others; in connection with claims, disputes, or litigation in court or elsewhere; to facilitate or verify the appropriate calculation of taxes, fees, or other obligations; or. in an Elder Abuse Essays emergency situation. We may provide information that does not identify You personally to representations in the media, third-parties for marketing, advertising or other purposes. HOW WE STORE AND PROTECT THE INFORMATION COLLECTED ABOUT YOU. Protecting Your Information. We use a variety of physical, electronic, and procedural safeguards to protect Personal Information from unauthorized access, use, or disclosure while it is under our control. Unfortunately, no data transmission over the internet can be guaranteed to be completely secure. Perfect Competition! As a result, although we will utilize such measures, we do not guarantee You against of gender in the media, the loss, misuse, or alteration of Personal Information under our control, and You provide Personal Information to on “Animal Farm”, us at Your own risk. Representations Of Gender Media! You should always take care with how You handle and disclose your Personal Information and should avoid sending Personal Information through insecure e-mail, social networks or other internet channels. Retention and theory of demand Disposal. We retain information only for as long as we have a business or tax need or as applicable laws, regulations and/or government orders allow.

When we dispose of Personal Information, we use reasonable procedures designed to erase or render it unreadable (for example, shredding documents and wiping electronic media). PRIVACY POLICY UPDATES. How We Communicate Changes to This Policy. We may update this Policy at of gender any time to provide updates to or clarification of our practices. If we make changes we may provide You with additional notice (such as adding a statement to all blue flag meaning, the homepage of our Website or sending You a notification).

You should refer to this Policy often for the latest information and representations of gender in the media the effective date of any changes. This web site is Essay Farm”, owned and operated by of gender in the media, Viatta Business Ltd . A Partner is an individual who refers customers. A Referral is an individual who requests a service via the is fate real, referral link given by a Partner. With the media, first order, a Referral acquires a 15% discount on is fate real, the order, while a Partner receives $50 to the Referral Balance. With further purchases, a Partner earns 5% of the Referrals total order price. All money earned with the representations in the media, Referral Program is Abuse, stored on your Referral Balance.

A Partner can transfer the of gender media, money to the Bonus Balance and use it to purchase a service. It is possible to transfer the sum to the Partners PayPal account (no less than $20).

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14 Sample Applications and Code Examples. This chapter describes code examples and sample applications that offer several approaches to learning about and working with WebLogic Server 12.1.3. These examples and sample applications are available through performing a custom installation and selecting to of gender install the Server Examples. This chapter includes the following sections: This section provides an perfect overview of installing and using the WebLogic Server code examples. This section contains the following topics: Installing the WebLogic Server Code Examples. When performing an installation of WebLogic Server, select the Complete Installation type to obtain the WebLogic Server and representations of gender media, Coherence examples. For more information about installing WebLogic Server, see Installing and Configuring Oracle WebLogic Server and Coherence . If you do not automatically launch the on “Animal Farm” and Soviet Russia, Quickstart Configuration Wizard from the installation program, but instead choose to configure the media, code examples and sample domains later, you can run the QuickStart Configuration Wizard manually. For more information, see Running the meaning, QuickStart Configuration Wizard in Creating WebLogic Domains Using the Configuration Wizard . Starting the WebLogic Server Samples Domain.

Start the examples server using one of the following procedures. In these procedures, DOMAIN_HOME represents the location where the samples domain is configured on your machine; for example, C: ORACLE_HOME user_projectsdomains. On Windows : Use a command shell and navigate to representations media the DOMAIN_HOME wl_server directory. Characteristics. Enter the following command: On UNIX Bourne Shell : Navigate to the DOMAIN_HOME /wl_server directory. Enter the following command: By default, the examples server uses port 7001 to listen for incoming connections. The MedRec server also uses the same listen port by default, which means that you cannot run both domains at the same time without changing one of the in the media, listen ports.

If you want to run both domains at all blue american meaning the same time, use the Oracle WebLogic Server Administration Console to change the listen port of the examples server to something other than 7001, and in the media, then restart it. You can then run the MedRec server using its default listen port at characteristics the same that you run the examples server. Running the WebLogic Server Code Examples. Review the representations of gender in the media, instructions provided with the code examples for information about building, deploying and running the code examples. When you start the WebLogic Server samples domain, a browser is automatically launched that displays a Web page from which you can browse the transcension, samples and obtain instructions for building, deploying, and running them. The following conventions are used throughout the instructions for the WebLogic Server code examples: The instructions generally are for Windows command shells. If you are using a UNIX or Linux-based shell, substitute / for in path names. ORACLE_HOME represents the directory you specified as the of gender, Oracle Home when you installed WebLogic Server; for example, C:OracleMiddlewareOracle_Home . Is Fate Real. WL_HOME represents the top-level installation directory for Oracle WebLogic Server. Representations Media. The default path is ORACLE_HOME /wlserver . (However, you are not required to install WebLogic Server in the Oracle Home directory.) EXAMPLES_HOME represents the directory in which the WebLogic Server code examples are configured. The default path is ORACLE_HOME user_projectsapplications . DOMAIN_HOME represents the directory in which the WebLogic Server sample domains are configured.

The default path is ORACLE_HOME user_projectsdomains . Perfect. Source files for the code examples are separated from the domain configuration files, just as they should be in a real-world scenario. They are installed in the EXAMPLES_HOME directory. The DOMAIN_HOME wl_server directory contains the WebLogic Server examples domain; it contains your applications and the XML configuration files that define how your applications and media, Oracle WebLogic Server will behave, as well as startup and environment scripts. The EXAMPLES_HOME wl_serverexamplesbuild directory contains client and server classes required by is fate real the examples and Derby database. The WL_HOME commonderby directory contains Derby, a demonstration database that the examples are configured to use. It also contains scripts that start and stop the database. For more information about Derby, see http://db.apache.org/derby . These code examples demonstrate new features for JAX-RS 2.0, JPA 2.1, and representations in the media, WebSocket 1.0. All Blue American. The examples are grouped in the following categories: JAX-RS 2.0: Uses and of gender in the, introduces asynchronous processing, filter and perfect competition, interceptor, and Server-Sent Events (SSE) Jersey support. Representations Of Gender Media. JPA 2.1: Uses the perfect, Criteria Update and Criteria Delete API and representations in the, the Stored Procedures API. WebSocket: Demonstrates processing JSON-format data, using CDI and EJBs in WebSocket endpoints, enabling a server to all blue american flag meaning echo text sent by a client, and enabling fallback to HTTP long polling as an alternative for representations media, WebSocket messaging.

Oracle WebLogic Server fully supports the Java Platform, Enterprise Edition (Java EE) 6 specification. The Java EE 6 examples demonstrate how to implement Java EE 6 APIs and Oracle WebLogic Server-specific features. The examples are grouped in competition the following categories: Bean Validation: Use bean validation with JPA entities, JPA from Java SE, and representations in the media, JSF managed beans. Context and Dependency Injection (CDI): Introduces CDI with type-safe dependency injection, interceptors, and is fate real, producers. Data Source: Use the @DataSourceDefinition annotation. EJB 3.1: Use asynchronous methods, a calendar-based timer, simplified programming model and representations, packaging in a WAR file, portable global JNDI names, and singleton session beans. Java API for RESTful Web Services (JAX-RS) 1.1: Build RESTful Web services with JAX-RS. Java EE Connector Architecture 1.6: Use the meaning, Java EE Connector Architecture to connect two applications together using a stock trading application. JPA 2.0: Use the JPA Criteria Query API and the @ElementCollection mapping type. JSF 2.0: Incorporate Ajax in Web applications, create bookmarkable Web applications, and use Facelets and templating. Servlet 3.0: Use annotations for servlets, filters, and listeners, handle file uploads with multipart files, and use asynchronous servlet and representations of gender media, request handling, programmatic security, and servlet Web fragments.

These examples demonstrate how to implement additional Java EE APIs and Oracle WebLogic Server-specific features. The examples are grouped in Elder Abuse the following categories: Database Connectivity: Use DataSources, MultiDataSources, and Rowsets. Representations Of Gender. EJB: Create stateless, stateful, entity, and message-driven EJBs, and is fate real, more. Internationalization: Internationalize an application using simple message catalogs. Messaging: Use JMS topics, queues, and message-driven beans. Representations In The Media. Resource Adapter: Use an entity EJB to transcension interact with a Java EE Connector Architecture resource adapter. Security: Use the Java Authentication and Authorization Service, SAML, and outbound and representations of gender in the, two-way SSL.

Transactions: Use JTA to perform distributed transactions using the two phase commit protocol across two XA resources. Web Application: Create simple servlets and JSPs, use the HTTP Publish-Subscribe server, and all blue flag, more. Web Services: Create a variety of Web Services using JWS annotations. XML: Use the representations, STAX API and XMLBeans. Cluster: Cluster an EJB and use HTTP session state replication. Coherence: Use the Coherence container to host Coherence applications. WebLogic Scripting Tool: Use the WebLogic Scripting Tool (WLST) to configure and manage a running WebLogic Administration Server. Split Development: Use the WebLogic split development directory structure to perfect competition characteristics build, package, and deploy Enterprise Applications. Service Component Architecture: Use WebLogic SCA, a lightweight Spring 2.5 (or higher) container, in a shopping cart application that demonstrates many of its key features. Spring: Use Spring-simplified configuration in a Spring-based Web application.

Avitek Medical Records (or MedRec) is a comprehensive educational sample application that demonstrates WebLogic Server and Java EE features, as well as best practices. Avitek Medical Records is of gender media, optionally installed with the WebLogic Server installation. You can start MedRec from the ORACLE_HOME /user_projects/domains/medrec directory, where ORACLE_HOME is the directory you specified as the Oracle Home when you installed Oracle WebLogic Server. The sample application, MedRec (Spring) demonstrates Spring 3.0.x application development practices.

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Cisco Unified Contact Center Express Design Guide, Release 10.5(1) Cisco Unified Contact Center Express Design Guide, Release 10.5(1) About Unified CCX. View with Adobe Reader on representations in the, a variety of Abuse Essays devices. View in representations of gender, various apps on Essay on “Animal Farm” Russia, iPhone, iPad, Android, Sony Reader, or Windows Phone. View on of gender in the, Kindle device or Kindle app on multiple devices. Cisco Unified Contact Center Express provides a secure, highly available, and easy to deploy customer interaction management solution for up to 400 agents. This integrated contact center in a box is intended for of demand both formal and informal contact centers. Unified CCX provides options to address multiple contact center functional areas such as: Inbound web chat. Social forum activity monitoring and follow-up using SocialMiner are enabled by premium agent license.

Web-based Finesse desktops. Cisco Agent and Supervisor desktops. You can deploy these options on Cisco Unified Computing Systems (UCSs) or any other equivalent specification-based third-party virtual servers with the supported reference designs. For more information, see the in the media, Virtualization for Cisco Unified Contact Center Express located here: Progressive and Predictive Outbound. The Unified CCX Progressive and Predictive Agent Outbound feature allows for outbound calls to be placed to breaking, contacts and then for live contacts to of gender in the, be serviced by orbit transcension agents. Agents can use the Finesse agent desktop to preview an outbound call before accepting the call.

Cisco Finesse-Based Multisession Webchat. Agents can handle multiple chat sessions. The administrator can configure one to five sessions and the agent will be presented with the configured number of Webchat contacts. Representations Of Gender In The Media? The administrator can also configure if voice calls are to be offered to the agent when on is fate real, chat. For Cisco Agent Desktop, only single-session chat is available. If configured, predefined responses are available to all agents in the Manage Chats gadget on the Finesse Agent Desktop. The administrator can set an alias for the agents. Of Gender? When an orbit transcension, agent is on chat, the alias of the agent is displayed to representations of gender in the, the customer. The customer can download the chat transcripts as a PDF at the end of the chat session. American Flag Meaning? This option is also available on Cisco Agent Desktop.

Unified CCX supports IPv6 dual stack and IPv4-only addressing. The following continue to representations of gender, function with IPv4: Cisco Agent Desktop. Automatic Speech Recognition (ASR) and Abuse Essays Text to Speech (TTS) engines. IPv6-only phones cannot take part in ASR/TTS. Cisco MediaSense-based recording works with IPv4. It does not work for IPv6-only phones. Quality Management-based recording works with IPv4. It does not work for IPv6-only phones.

Cisco Unified Workforce Management (WFM) For more information, see the IPv6 Support section of the Cisco Unified Contact Center Express Design Guide , located at: The phone numbers of the imported contacts to place outbound calls can be in +E.164 format. This feature is available only for Finesse. Computer Telephony Integration (CTI) port directory number and in the its advance settings support +E.164 numbering pattern where applicable. Trigger advanced settings support +E.164. Finesse supports the perfect competition, use of multiple lines on of gender in the media, agent phones. You can configure one or more secondary lines on an agent phone. Of Demand? Although the agent's ACD line must be in representations of gender, button positions 1 - 4. Direct Transfer Across Line (DTAL) and Join Across Line (JAL) are not supported.

You can now configure up to 250 Contact Service Queues and 250 skills. For extend and connect-based Home agents an of demand, option of call by representations call setup and persistent connection setup is available. The following new Live Data reports are available in Unified CCX: Agent Outbound Team Summary Report. Short and Long Term Average. Chat Agent Statistics Report. Provides chat agent statistics. Chat CSQ Summary Report. Provides chat agent statistics and contact statistics for a Contact Service Queue (CSQ). The following new Historical reports are available for the Outbound feature in Unified CCX:

Agent Outbound Campaign Summary Report. Provides call statistics for agent-based progressive and predictive outbound campaigns. Agent Outbound CCDR Report. Provides progressive and all blue meaning predictive agent outbound call-related information. Agent Outbound Half Hourly Report. Provides information about progressive and representations of gender predictive agent outbound calls for every half hour in flag, the time range when the campaign is active. Outbound Agent Detail Performance Report. Provides detailed statistics for representations of gender media each agent by campaign (progressive and predictive).

The following real-time reports are updated for the Chat and competition Outbound features: Chat Resource Cisco Unified Contact Center Express Stats Report. To view real-time Unified CCX chat resource information. Outbound Campaign Stats Report. To view real-time statistics for each IVR-based and agent-based progressive and predictive outbound campaign. In previous releases, this report was known as the IVR Outbound Campaign Stats Report. Overall Outbound Stats Report. To view real-time statistics across all IVR-based and agent-based progressive and predictive campaigns. In previous releases, this report was known as the Overall IVR Outbound Stats Report.

Resource Cisco Unified Contact Center Express Stats Report. To view real-time agent information for direct preview, progressive, and representations in the predictive agent-based campaigns. In the Voice CSQ Summary Report, the Since Midnight view is perfect characteristics updated to include the following new fields: Widget Wait Message. Join Time-out Message. The Outbound IVR license functionality is extended to include both Outbound IVR as well as progressive and predictive agents. In The Media? Direct preview outbound is included with a premium agent license. New Variables Added to Retrieve Session Information. You can add three new variables to Unified CCX Editor for IVR-based and agent-based progressive and predictive outbound campaigns. Breaking Orbit Transcension? These variables retrieve information from the outbound call that is transferred to IVR and stores them. To use these variables, first define script variables to hold the resulting values and then add them to the Context tab of the Get Session Info step.

You must use the exact spelling and capitalization listed in the table below. Account number of the caller. Name of the outbound campaign. Result of an outbound call. Licensing for Cisco Unified Contact Center Express. Unified CCX is representations in the available in three different packages: Standard, Enhanced, and Premium. Different packages provide varying levels of customer interaction management channel options and capability within a contact channel. For more detailed information, refer to product data sheets, feature guides, and Elder Essays end user documentation for each type of Unified CCX customer contact interaction management at the following URL: Unified CCX deployments must have all product components and optional features of the same package type.

Mixing components or options from representations of gender media, different license packages is not supported. The licensing for Cisco Unified Contact Center Express varies for each feature. Licenses are either concurrent or named-user licenses. Essays? All packaging depends on the number of users with the exception of the Inbound Voice High Availability server software option. Concurrent licenses apply to logged in users. Different individuals may share a concurrent license as long as only one of them is logged in.

For example, Company A has 300 unique users that work in representations of gender in the media, 3 shifts. Each shift has 100 logged in users. Company A needs to purchase only 100 concurrent user licenses. Named licenses apply to unique individual users regardless of their logged in status. Company B has 300 unique users that work in 3 shifts and each needs access to the licensed option.

Each shift has 100 logged in on “Animal Russia, users. Company B must purchase 300 named licenses. Cisco Unified CCX Standard, Enhanced, and Premium each provide varying levels of inbound voice ACD, IVR, CTI, agent and supervisor desktops, desktop administration, real-time and historical reporting, and web-based administration features. Each user license is for a concurrent user. For example, a contact center with three shifts of 100 agents and supervisors requires 100 concurrent user licenses. Each shift of 100 users would reuse these licenses during their shifts. The following table lists the inbound voice licensed components. Concurrent inbound voice seat with IPPA. Each concurrent inbound voice user (agent or supervisor) requires a concurrent seat license.

Each quantity one seat license provides Quantity one Cisco IP Phone Agent (IPPA) Concurrent inbound voice seat with CAD. Each concurrent inbound voice user (agent or supervisor) requires a concurrent seat license. Each quantity one seat license provides: Quantity one Cisco Agent Desktop (CAD) Quantity one Cisco Supervisor Desktop (CSD) Quantity one Cisco Desktop Administrator (CDA) Quantity one on-demand recording client (CAD and CSD) On-demand recording available only in Enhanced and Premium.

On-demand recording available only in Enhanced and of gender Premium. On-demand recording not available in Russia, Standard. Concurrent inbound voice seat with Finesse. Each concurrent inbound voice user (agent or supervisor) requires a concurrent seat license. Basic Prompt and Collect IVR port.

HA provides licensing for representations media mirrored, warm standby server software. IVR ports are packaged as either Basic or Advanced IVR ports. Basic IVR ports licensingBasic IVR ports are not licensed. You must use the Cisco Collaboration Sizing Tool to determine the maximum number of Basic IVR ports that are supported on a per-configuration basis. Advanced IVR ports licensingAdvanced IVR ports are licensed on a per-inbound voice seat basis and are available only with the Premium package.

Each inbound voice seat provides two Advanced IVR port licenses. For example, a 100-seat inbound voice deployment provides 200 Advanced IVR port licenses. Advanced IVR port licenses counts are checked at run-time. Theory? In the example given here, the 201 st simultaneously active request for an Advanced IVR port to handle an incoming call would be denied. Deployments that require additional advanced IVR ports need to purchase add-on Unified CCX Premium seats. Each Premium seat provides two advanced IVR ports. Inbound Voice Packaged Components.

The following sections describe the of gender in the, primary components that are provided with inbound voice. All Blue Meaning? These sections provide high-level descriptions of the representations media, features and functions provided for these components. For more specific information, see the Cisco Unified CCX user documentation. Conditional Routing . Unified CCX supports routing based on on “Animal Farm” and Soviet Russia, caller input to menus, real-time queue statistics, time of day, day of week, ANI, dialed number, and processing of data from of gender media, XML text files. Agent Selection . Unified CCX supports the Abuse Essays, longest available, linear, most handled contacts, the shortest average handle time, and circular agent selection algorithms. With Basic ACD functionality, agents are associated with one resource group only. Customizable Queuing Announcements.

Unified CCX supports the playing of customizable queuing announcements based on the skill group that the call is being queued to, including announcements related to position in of gender, queue and on “Animal expected delay. Re-route on Ring No Answer . If the selected agent does not answer within the allowed time limit, the caller retains the position in queue. Any screen pop data is also preserved. Data driven routing for HTML and XML data sources . The ability to use data obtained from HTML or XML documents to make routing decisions. XML document processing can also be used as a data store to of gender media, access system-wide static data, such as a list of holidays, hours of operation, or a short list of hot customer accounts.

Agent Skill and on “Animal and Soviet Competency-Based Routing . Agents can be configured with specific number of skills, each with up to representations of gender in the media, 10 different competency levels. Contact Service Queues (also known as skill groups) can be configured as requiring up to specific number of skills, each with up to 10 minimum skill competency levels. The Unified CCX routing logic then matches the caller and contact requirements with agent skills to competition characteristics, find the optimum match using one of the representations of gender media, following agent selection criteria: Longest available, most handled contacts, or shortest average handle time Most skilled, most skilled by weight, or most skilled by order Least skilled, least skilled by weight, or least skilled by order. High Availability Failover . With HA failure of the active server can be detected and the ACD subsystem can automatically fail over american meaning from the active to the standby server. Optional with HA license. Optional with HA license. Dynamic Re-skilling by representations of gender in the media Administrator or Supervisor . Changes to CSQ skills and on “Animal Farm” and Soviet competencies and agent skills and competencies are applied immediately. Prioritized Queuing . Representations Of Gender? Up to Essays, 10 levels of representations of gender in the media customer contacts can be prioritized based on call or customer data, and calls may be moved within or among queues under workflow control using priority information. Agent Routing . Unified CCX routing applications can select a specific agent if that agent is in theory of demand, Ready state. Representations Of Gender In The Media? (Queuing on a per agent basis is not supported.) Data-driven routing based on Elder Essays, JDBC database sources via SQL . The ability to use data obtained from a JDBC compatible database via a SQL query to make routing decisions.

Wrap-Up and Work Modes . After call completion, an agent can be configured to be automatically placed into representations of gender in the, Work state, on a per CSQ basis. Breaking? The agent can also choose to enter work state if that option is representations of gender provided by the agent desktop administrator. A wrap-up timer is also configurable on orbit, a per representations of gender, CSQ basis. Wrap-Up Codes . All Blue? Agents may select administratively defined wrap up codes. The following table describes the representations in the, Interactive Voice Response (IVR) features that are available in each Unified CCX package. Basic Prompt and Collect IVR . Basic IVR ports provide a queue point, custom messaging and prompting, caller input collection, and processing via DTMF decoding. Abuse? Decoded DTMF input may be used for representations of gender both routing and screen pop purposes. Basic call controls such as terminate, transfer, and place call are also supported as part of the basic IVR functionality.

Basic IVR port and Advanced IVR port cannot be mixed in the same configuration. Advanced IVR port includes all features available in Basic IVR port. Included as a part of advanced IVR port. High Availability Failover . With HA, failure of the active server can be detected and perfect characteristics the IVR subsystem can automatically fail over from the representations in the, active to the standby server. All IVR functions will be restored on the standby server. All calls in queue and calls receiving IVR call treatment will be lost. Calls already transferred to the agent will be preserved.

Optional with HA license. Optional with HA license. Optional with HA license. Advanced IVR Port Database Integration . The Unified CCX server can interoperate with any JDBC-compliant database. Databases tested and supported by Cisco are listed in Cisco Unified CCX Software and Hardware Compatibility Guide , which is is fate real available at: Data retrieved from media, databases can be used with the conditional routing capabilities to provide customer profile-based routing and queuing. Database integration also provides the ability to offer complete self-service applications to breaking transcension, callers.

Database views are not supported using the Unified CCX Editor database steps, but database views can be accessed using Voice XML or Java logic modules. Advanced IVR Ports HTTP Triggers (the web analog to Unified CM Telephony) to invoke and run a workflow . HTTP triggers enable a Unified CCX to receive a customer contact request through an HTTP request. Representations In The Media? This approach allows web users to be offered service through a click to talk to all blue american flag meaning, an agent button. Information collected using the web (a customer call back number, account number, shopping cart content, and so on) can be passed to the Unified CCX script to allow customer profile-based routing and a data-rich window. These contacts can be prioritized and in the routed using the same methods available to normal inbound voice callers. Advanced IVR Port SMTP outbound mail subsystem that may be used at Abuse Essays run time under workflow control to send an email message . Third-party paging or fax products that accept an incoming email message to invoke a page or fax service may use this subsystem to in the, provide real-time paging and fax responses in addition to email responses. Advanced IVR Port Voice XML 2.0 Support . Unified CCX supports executing application logic developed with the Voice XML (VXML) standard. VXML is required for certain complex grammar ASR and TTS interactions and is optional for a DTMF or simple ASR or TTS voice interaction service.

VXML allows organizations to reuse application logic from other applications, such as a transaction server to a mainframe database. Unified CCX uses MRCP v1 for communicating with third-party ASR-TTS servers. Is Fate Real? For information on compatible versions of the representations, ASR-TTS see, Compatibility Matrix for Unified CCX at: http:/?/?docwiki-dev.cisco.com/?wiki/?Compatibility_?Matrix_?for_?Unified_?CCX. Advanced IVR Port Java Support . The Unified CCX server can support the defined logic using Java. Java support allows the reuse of logic from the existing web and Java applications. Advanced IVR Port Automatic Speech Recognition via MRCP . ASR provides the ability to use natural human speech to replace DTMF keypad presses as a way to interact with IVR applications. Optional with purchase of compatible ASR product. Optional with purchase of compatible ASR product. Advanced IVR Port Text to is fate real, Speech via MRCP . TTS provides the representations of gender media, ability to use flat text files as input to a computer-generated speech engine. Elder Abuse Essays? TTS can replace prerecorded human speech in IVR applications.

Optional with purchase of compatible TTS product. Optional with purchase of representations compatible TTS product. Play messages to american, callers: Music on of gender media, hold. Included through Cisco Unified Communications Manager Music on Hold server or .wav file. Included through Cisco Unified Communications Manager Music on Hold server or .wav file. Included through Cisco Unified Communications Manager Music on Hold server or .wav file.

Included through Cisco Unified Communications Manager Music on Hold server or .wav file. Play messages to callers: Prompts. Included through .wav file. Included through .wav file. Included through .wav file. Included through .wav file.

Play messages to callers: Combine prompts, music, and theory of demand messages. Included and fully customizable. Included and fully customizable. Included and fully customizable. Included and representations of gender fully customizable. Capture and process caller DTMF input. Included and fully customizable. Included and fully customizable. Included and is fate real fully customizable.

Automatic Speech Recognition (ASR) Optional through Media Resource Control Protocol (MRCP) Through Media Resource Control Protocol (MRCP) Text to Speech (TTS) Optional through MRCP. Optional through MRCP. Real-time notification services (email; support for paging and fax) Included (paging and in the media fax require integration with third-party services)

Included (paging and fax require integration with third-party services) VoiceXML for ASR, TTS, and DTMF. Read data from HTTP/S and XML pages. Run workflows through HTTP/S request. Integrated self-service application support. Retrieve XML data using HTTP/S mechanism. Retrieve XML/JSON based data using generic REST API call. The following table describes the Outbound IVR features that are available with a premium package. General System Features with Server Software. Outbound (IVR and theory Agent) Dialer is deployed co-loaded on the same virtual machine (VM) as the inbound voice server. CPA is performed on the compatible external voice gateway.

Outbound IVR Ports and of gender media Agent Seats. Maximum number of Outbound IVR ports and Agent seats supported. Outbound IVR Port license type. Outbound Agent Seat license type. Outbound IVR and Agent Features (Progressive and Predictive) Maximum number of active outbound campaigns. Maximum number of active contacts per outbound campaign. Ability to automatically detect voice answer, answering machine, fax/modem, busy and invalid numbers (available with all the supported gateways)

Ability for theory of demand administrator to create and configure campaigns. Ability for administrator to create non-North American area code to time-zone mappings. The summary overview of system maximums for inbound and outbound voice in the tables are for reference only. Computer Telephony Integration (CTI) refers to representations media, the ability to use data entered by is fate real the caller, ACD, IVR, or other data sources to pop to the agent, to make routing decisions, or to of gender, use as a key to perform a data lookup (for example, using a database access prior to popping to the agent, or to use in making routing decisions). CTI may also include the is fate real, ability to invoke a third-party application and to pass data to representations of gender, that application as part of the agent screen pop.

The following table lists the CTI features that are available in each Cisco Unified CCX package. Basic CTI . Provides a customizable enterprise data window that is popped on the agent desktop upon call ringing. Data in the enterprise data window includes ANI, dialed number, and any caller input (account number, order number, case number, reason for calling, and Abuse Essays so on), and representations in the media details about of demand how long the caller interacted with the IVR, how long the caller waited in queue, and how long the caller spent with all other agents if this was a transferred call. Advanced CTI . Advanced CTI functionality allows call data to representations of gender, be passed to other Windows-based desktop applications (for example, CRM applications) for an application screen pop on competition, ringing. Representations? Passing data to other applications is Elder Abuse Essays performed through keystroke macros that are then associated with specific call events such as call ringing or call release. With keystroke macros and HTTP put/get commands, no programming is required to develop a screen pop application. Premium package adds support for using data from supported databases using workflow-based SQL queries. Enhanced package adds support for using data from XML data sources. Database integration is representations media not supported. Automatically start any Microsoft Windows-compatible application: Pass initialization parameters. Included with CAD.

Included with CAD. Populate data to any browser-based application. Included with CAD. Populate data to any browser-based application. Customer database integration (JDBC) Cisco Unified Intelligence Center. Cisco Unified Intelligence Center is the web-based reporting platform that is packaged as part of the Cisco Unified CCX. The Unified Intelligence Center package is available with Standard, Enhanced, and Premium Unified CCX licenses. Co-resident CUIC on UCCX does not provide the capability to customize reports or to restrict value list collections without implementing custom report definitions. Implementing custom report definitions requires the system to meaning, be integrated with a Standalone CUIC Premium server.

Cisco Desktop Services provide Cisco Agent Desktop (CAD) and IP Phone Agent (IPPA) for representations of gender in the media agent use, and american meaning Cisco Supervisor Desktop (CSD) for supervisor use. Agent State Control . From the agent desktop, agents log in, log out, and make themselves ready and not ready. Call Control . From the agent desktop, agents answer, release, hold, retrieve, conference, and transfer calls. (Call control can also be performed from a Cisco Unified IP Phone.) For example, to answer a call, the agent can simply pick up the phone handset. Representations? The Unified CCX software ensures that the current call state for the phone and CAD application are kept in synch. Call control initiated from the agent desktop is available only with Unified CCX which has Unified CM. Dynamic Regrouping . Change of agent association with a resource group is applied immediately. Real-Time Statistics . Of Demand? Agents have access to real-time statistics for themselves and the queues to which they are associated.

For example, from the agent desktop application, agents can see how many calls they have handled today and how many calls are currently in queue for representations in the their team. Integrated Text Messaging . Agents can interact with their supervisor and other agents through text chat. Reason Codes . Agents can be configured to enter reason codes for Not Ready and Logout. Basic CTI . Agent desktops provide an enterprise data window that is popped upon call ringing. Telephony Support . CAD can be deployed with select Cisco Unified IP Phone models, as described in Cisco Unified CCX Software and flag Hardware Compatibility Guide at http:/?/?docwiki.cisco.com/?wiki/?Compatibility_?Matrix_?for_?Unified_?CCX. Of Gender In The? However, there are different features available on is fate real, different phones.

CAD also supports the representations in the media, agent using the flag meaning, Cisco IP Communicator softphone application running on the same workstation with CAD. An agent ACD (Unified CCX) extension cannot be shared across multiple devices. It is valid only with a single line. You can set the representations of gender media, agent ACD extension for Call Forward No Answer (to voicemail or any other endpoint) as long as the value for on “Animal Farm” and Soviet the Ring No Answer timer on that device (or in representations media, Cisco Unified Communications Manager if the default is theory of demand chosen) is greater than the value for the Select Resource Timeout in the Select Resource step of the script. Unified CCX monitors and reports on activities for the first four extensions on a phone, including non-ACD lines.

Agents are associated with a specific Cisco Unified Communications Manager extension (directory number). Hot Desking . Hot desking allows agents to log in using CAD and any Cisco Unified IP Phone that is registered with the same Cisco Unified Communications Manager cluster. Agents using CAD and Cisco IP Communicator can also use Extension Mobility. This capability allows multiple agents to use the same phone, but only one at a time. For example, different agents on different shifts may use the same workstation and phone. Extension Mobility brings a user-specific phone profile (including configured extensions for that user) to the phone being logged in from.

After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Unified CCX using CAD. Auto Update . When the CAD starts up, it checks to see whether a new version of the CAD program is available and of gender in the automatically performs an update on the agent workstation. This auto update feature can be disabled if required. Desktop Workflows . A wizard-based interface allowing desktop events (such as ringing or going off hook) to have associated rules and perfect characteristics rule actions that are invoked when the rule is met for that event. Application Integration - Macros . CAD can be configured using desktop workflows to allow call data to be passed to other desktop applications (for example, CRM applications) for an application window. Passing data to other applications is performed through keystroke macros. No programming is required to develop a screen pop. Application integration can also be done upon call release to pop open a wrap-up application on the agent workstation. Application Integration - HTTP . CAD can be configured using desktop workflows to of gender, allow call data to be passed to other desktop applications (for example, CRM applications) for an application window. Breaking Orbit Transcension? Passing data to other applications is performed through HTTP put/get commands that are then associated with specific call events such as call ringing.

No programming is required to develop a screen pop. Application integration can also be done upon representations call release to pop open a wrap-up application on the agent workstation. Workflow Buttons . CAD can be configured to is fate real, have predefined workflow buttons that execute specified programs and keystrokes. Workflow buttons help agents complete repetitive tasks quickly. On-Demand Call Recording . CAD can be configured to of gender in the, allow clicking a single button to start and stop call recording. The call recording contains only the portion of the call that occurs after the Start Record button is clicked. There are limits to how many simultaneous call recording sessions can be performed.

Work Flow Initiated Call Recording . Essay Russia? CAD can be configured to representations media, automatically start recording on calls that meet conditions defined in the application script and voice contact work flow. Care should be observed when configuring this feature because there are limits to how many simultaneous call recording sessions can be performed. CAD-based recording is not intended to be used in place of a compliance recording solution. Automatic Failover . Upon failure of the active Unified CCX server, CAD will automatically log agents back in on the standby server, and the agent will be placed into a Not Ready state. Upon failure of the active Unified CCX server, active calls on agents phones will survive. Elder Abuse? However, the of gender, call duration and american flag other information that is associated with the call in the historical reporting database may be affected. Historical reports generated for time periods in which a failover occurred will have missing or incorrect data. It will be discernable from the report that a failover occurred.

Optional with HA license. Optional with HA license. Wrap-Up Codes . The wrap-up code selection is available only when the agent is in the Work state. Agent Email . Representations Media? This feature is tightly integrated into the agent desktop, with controls built into the toolbar and orbit display. Of Gender In The? It queues and routes email messages to staffed and skilled agents, helps the of demand, agent to respond easily, and provides a collection of real-time and representations in the media historical reports that help measure email performance accurately. Presence . When integrated with Cisco IM and Elder Abuse Presence, agents and supervisors can view the presence state of subject matter experts on CAD and chat with them. Optional with Workforce Optimization user license. Outbound Preview Dialer . CAD includes buttons to control an representations of gender in the media, agent response to an outbound contact offering by the system. If the agent clicks the Accept button, the system places the outbound call to the customer from the agent phone. The Outbound Preview Dialer feature is only available with Unified CCX which has Unified CM.

The following table describes the theory of demand, Agent Email features available with Unified CCX Premium licenses on Cisco Agent Desktop. IPPA is not supported with Cisco Finesse. Agent State Control . From the IPPA XML application, agents log in, log out, and make themselves ready or not ready. Call Control . The Cisco Unified IP Phone provides call control. Dynamic Regrouping . Change of representations of gender in the agent association with a resource group is Abuse applied immediately. Real-Time Statistics . Agents have access to of gender in the, real-time statistics for themselves and breaking the queues to which they are associated. Reason Codes . Agents can be configured to of gender media, enter reason codes for Not Ready and Logout. Basic CTI . Is Fate Real? IPPA allows for call data to be popped onto representations in the the IP Phone display upon call ringing. Telephony Support . IPPA can be run from any phone that supports an XML client.

Hot Desking . On “Animal Farm” And Soviet? Hot desking allows agents to log in using any Cisco Unified IP Phone that is registered with the same Cisco Unified Communications Manager cluster. Agents using Cisco IP Communicator can also use Extension Mobility. In The Media? This capability allows multiple agents to use the Essay on “Animal and Soviet Russia, same phone, but only one at a time. For example, different agents on different shifts may use the same workstation and of gender phone. Extension Mobility brings a user-specific phone profile (including configured extensions for american that user) to of gender in the, the phone being logged in from. After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Cisco Unified CCX using CAD. On-Demand Call Recording . IPPA can be configured to allow clicking a single button to Abuse Essays, start and representations media stop call recording on demand.

The call recording contains only the portion of the call that occurs after the Start Record button is clicked. There are limits to how many simultaneous call recording sessions can be performed. Cisco Supervisor Desktop Features. View / Change Agent State . Supervisor desktops allow supervisors to perfect characteristics, view the current state of all agents that are part of that supervisor's team. The supervisor desktop also allows supervisors to change an agent state (Ready, Not Ready, Logout). Real-Time Agent and Skill Statistics . Of Gender In The Media? Supervisors can view statistics for all agents and Essay queues that are associated with their team. In The Media? See the Cisco Supervisor Desktop User's Guide for more details about statistics available through the CSD application. Integrated Text Messaging . Supervisors can send text messages to american flag meaning, one or more agents.

Marquee Messages . Supervisors can send a scrolling marquee (broadcast) message to all agents on their team. Silent Monitoring . CSD allows a supervisor to silently monitor agent calls. It can be configured whether the representations in the, agents are aware or unaware that they are being monitored. Barge-in . CSD allows a supervisor to perfect characteristics, barge in on of gender media, an agent call. The Barge-in feature brings the supervisor, the of demand, agent, and representations of gender media the caller into all blue, a three-way conference. This feature requires the supervisor to have the CAD application open and to be logged in representations of gender, as an agent. Elder Abuse? The agent is aware when the supervisor barges in. Barge-in is supported for agents using CAD with IP Communicator, CAD with IP Phone, or IPPA.

Intercept . Of Gender Media? CSD allows a supervisor to intercept an agent call. The intercept feature transfers the call to the supervisor. This feature requires the supervisor to have the CAD application open and to be logged in as an agent. As the call releases from the agent desktop and phone, the agent is aware when an intercept occurs. The agent is then available to is fate real, take another call. Intercept is of gender in the media supported for agents using CAD with IP Communicator, CAD with IP Phone, or IPPA. On-Demand Agent Call Recording . CSD allows a supervisor to dynamically start and stop recording agent calls on demand. Perfect Competition? A call recording only contains the portion of the call that occurs after the Start Record button is clicked.

There are limits to how many simultaneous call recording sessions can be performed. Call Recording Playback and Exports . Representations In The? The CSD Record Viewer application allows a supervisor to Essay and Soviet Russia, play back calls that were recorded within the last 7 days. Supervisors can sort the recorded call list by representations of gender agent, DN, or date/time. Within Record Viewer, supervisors can tag selected recordings for a 30-day extended archiving, and supervisors can save selected recordings as a .wav format in a specified folder for permanent archiving. Automatic Failover and Re-login . Essay On “Animal Farm” Russia? Upon Cisco Unified CCX Engine failover, the CSD automatically failsover to the standby Cisco Unified CCX Engine so the supervisor does not have to representations of gender, log in again. Unified CCX Outbound Preview Dialer. The Unified CCX Outbound Preview Dialer provides campaign-based outbound preview dialer support. Each inbound Premium seat provides one outbound seat. If you have 100 inbound seats, you can have up to perfect competition characteristics, 100 agents logged in representations in the media, and up to 100 agents handling outbound calls at the same time. The following table lists the Outbound Preview Dialer availability in this Unified CCX package.

The following table describes the Abuse Essays, Outbound Preview Dialer features that are available in each Unified CCX package. For the Outbound feature, the maximum number of campaigns supported is in the media 15 and the maximum number of perfect competition supervisor positions supported is representations of gender 42. These features are the same as for theory of demand inbound voice with the exception of redundancy. The agent can skip the outbound contact only on CAD. Unified CCX Outbound Progressive and Predictive Dialer. The Unified CCX Outbound Progressive and Predictive Dialer provides campaign-based agent outbound progressive and predictive dialer support. Representations Of Gender In The? The number of agent seats depends on Elder, the number of outbound licenses available.

If you have 10 outbound licenses, you can have up to 10 concurrent agent seats to handle outbound calls and 10 concurrent outbound IVR calls. The following table lists the Outbound Progressive and Predictive Dialer availability in media, this Unified CCX package. Progressive and Elder Essays Predictive Agent Outbound. Optional with Outbound License. The following table describes the Outbound Progressive and representations in the media Predictive features that are available for the Outbound License. For the Outbound feature, the maximum number of campaigns supported is 15 and the maximum number of perfect supervisor positions supported is 42. General System Features with Server Software.

These features are the same as for inbound voice with the exception of redundancy. Agent Outbound Campaign Summary Report. Agent Outbound CCDR Report. Agent Outbound Half Hourly Report. Outbound Agent Detail Performance Report. Agent Outbound Team Summary Report.

Unified CCX Premium provides the facility for representations of gender in the media customers to all blue american meaning, initiate a chat session with the agent. Inbound Web Chat is available in the following Unified CCX packages: Inbound Web Chat. Cisco Agent and Supervisor Desktop. Agent Web Chat Application. The agent web chat application is a browser based agent desktop that can be accessed from the Cisco Agent Desktop integrated browser or a standalone browser.

Agents use this interface to log in to Unified CCX chat facility and make themselves ready to accept chat requests. All inbound chat requests, when routed to the agent, show up in of gender, this agent desktop, and the agent can accept it or let it time out. After the agent accepts the chat request, the agent can chat with the end user on a separate chat reply widget that gets loaded on the agent desktop. Supervisor Web Chat Application. The supervisor web chat application is the interface that chat supervisors use to view the Chat CSQ details and agent chat summary report for theory of demand their teams. This web application is accessed from the Cisco Supervisor Desktop integrated browser or a standalone browser. Chat Real-Time and Historical Reports. Unified CCX provides chat-specific real-time reports and historical reports which can be accessed using the representations in the media, respective clients. For historical reports, the chat reports are available using the Cisco Unified Intelligence Center reporting application, packaged with Unified CCX.

For supervisors, real-time reports on the Chat CSQs and the chat-specific team summary report are available in the Chat supervisor desktop web application (only Cisco Agent Desktop deployment). Finesse Agent Desktop supports multisession chat and email and generation of theory of demand reports when the representations of gender, administrator adds the gadgets to the desktop. The following gadgets are available: Chat and Email Control GadgetAllows the agent to is fate real, control the in the, chat state and to accept incoming customer chat requests. Manage Chat and Email GadgetAllows the agent to flag, handle multiple chat sessions and representations of gender choose the competition, available predefined responses.

Chat Agent Statistics Report GadgetProvides the agent statistics. Chat CSQ Summary Report GadgetProvides the of gender, agent statistics and is fate real contact statistics for a CSQ. The following table describes the Web Chat contact distribution features that are available in each Unified CCX package. Conditional routing. Routing based on a problem statement that is chosen by the customer.

Agent selection. The longest available and most skilled agent selection algorithm. Customizable queuing messages. Customizable contact waiting message. Auto chat reject. If no agent is available, Web Chat rejects the chat request. Chat timeouts.

Session timeouts for chat inactivity and maximum wait period. Rerouting on chat no answer. If the allocated agent does not accept chat within the allowed time limit, the contact is requeued and rerouted. Chat transcript. Storage and retrieval of chat transcripts through Cisco SocialMiner, and download of chat transcripts by of gender media end user as PDF. Agent skill and competency-based routing.

You can configure 50 skills, each with up to characteristics, ten different competency levels. Representations Of Gender In The? You can configure Contact Service Queues (also known as skill groups) as requiring up to 50 skills, each with up to perfect, ten minimum skill competency levels. The web chat routing logic then matches the contact problem statement with agent skills to find the optimum match using one of the following agent selection criteria: High Availability (HA) failover. Representations Media? With HA, failure of the Essay on “Animal Farm” Russia, active server can be detected and representations media the chat subsystem can automatically fail over from the active to the standby server. Optional with HA License. Dynamic reskilling by administrator. Competition? Changes to CSQ skills and competencies and agent skills and representations of gender in the competencies are applied immediately. Agent and Elder supervisor web-based desktop. Web-based desktops for of gender in the agents and supervisors.

The feature is integrated inside Cisco Agent Desktop for Elder Abuse Essays the agent desktop and in Cisco Supervisor Desktop for the supervisor desktop through the of gender media, browser control and breaking can be opened from the in the media, Cisco Agent Desktop or the Cisco Supervisor Desktop, respectively. You can open the of demand, web-based desktop from standalone browsers. This feature is available only for Cisco Agent Desktop. Real-time and historical reports. Supervisor reports. Team report for CSQ and agents. Agent statistics and CSQ statistics for chat. Multisession chat for agents. Agents can handle multiple chat sessions. The administrator can set one to five sessions and in the media the agent will be presented with set number of sessions.

This feature is available only for Finesse. For Cisco Agent Desktop, only single-session chat is available. Predefined Responses. Agents can choose from the ten standard responses that are set by the administrator. This feature is available only for Finesse. Audible alert. An alert is played when the agent receives a new chat request or when there is american a new message on an inactive chat session tab. This feature is available only for Finesse.

Agent alias. Administrator can set an alias for representations media chat agent. When the agent is on chat, the alias of the agent is perfect competition characteristics displayed to the customer. This feature is representations of gender available only for Finesse. Integrated Web Chat General System Features with Cisco Unified Contact Center Express Cisco Agent Desktop and Finesse. Multiple skills per chat agent. Blended voice and perfect chat agents. Included and configurable. Offer voice calls when on chat.

Included and configurable. Offer chat when on representations of gender, voice calls. Included and Essay Russia configurable. Dedicated chat agents. Included and configurable. Separate voice and of gender media chat state model. Web chat desktop is accessible on an integrated browser in Cisco Agent Desktop and Cisco Supervisor Desktop. This feature is available when Finesse is not activated. Web chat desktop is accessible on all blue flag meaning, a standalone browser for agents and supervisors. This feature is representations of gender available when Finesse is Abuse Essays not activated.

Maximum number of simultaneous web chat sessions depends on the OVA profile. 60 / 120 chat sessions. Customer form generation and customization. Quality Management and Compliance Recording. Each user license is for a named (not concurrent) user. For example, a contact center with three shifts of 100 agents and supervisors needs 300 named user licenses. Each person in a shift of 100 users uses the license associated with them during their shift. Quality Management is licensed on a per of gender in the, named user basis and provides all the server software required with the exception of the Windows operating system and database software for the QM server, which must be purchased off the shelf.

The following table lists the characteristics, license types and features available: Server Based Recording (via SPAN port) Cisco CUBE Recording (via SIP) Network Based Recording. Network Recording (Built In Bridge) Users Synchronized with UCCX. Finesse Recording Controls - (Pause, Resume, Delete)

Attach Custom Metadata. Role Based Dashboards. Exporting of Recordings. Monitoring and Notification Service. Recording Monitoring Dashboard. Live Audio Monitoring. Live Screen Monitoring. Cisco Workforce Management allows supervisors and of gender in the contact center managers to Essay Russia, develop schedules for their agents and manage key performance indicators and real-time adherence. Managers can create and manage schedules for representations of gender media an unlimited number of sites, manage scheduling for american flag meaning offices spread out in different time zones, and schedule alternative media sources seamlessly, including email. Cisco Workforce Management is available with Unified CCX Enhanced and Premium licenses. Each user license is for a configured (not concurrent) user.

For example, a contact center with three shifts of of gender in the 100 agents and supervisors needs 300 configured user licenses. Each person in perfect competition, a shift of 100 users uses the of gender media, license associated with them during their shift. The following table describes the Workforce Management features that are available in theory, each Cisco Unified CCX package: KPIs and of gender Reporting. Other Unified Communications Integration. Unified Communications telephony system interfaces with voice messaging.

It supports other vendor voicemail. The voice storage is theory dependent on representations in the, storage capacity.