UCCE 7.5 - Queuing Across Multiple PGs

Hi guys,
I'm working with a client running UCCE 7.5 with CVP with agents across multiple PGs and are now wanting to look at having call flows with calls queuing across multiple skill groups across multiple PGs. Can I just queue to an Enterprise Skill Group with the relevant Skill Groups at each site in the Enterprise Skill Group? I've never had to queue across multiple PGs before so just wanted to clarify how I need to approach it.
Cheers,
Nathan

You don't even need to use an Enterprise Skill Group if you don't want to. You can just add the individual skill groups in the Queue node.
Also, keep agent transfers in mind when splitting calls across clusters and make sure your dial plan supports whatever transfers will be necessary.

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Sharing an iTunes Library across multiple user account and a network.

Sharing an iTunes Music Library across multiple user accounts.
Hello Everybody!
Firstly, this was designed to be run in Mac OS X 10.4 Tiger. It will not work with earlier versions of Mac OS X! Sorry.
Here's a handy tip for keeping your hard drive neat and tidy, it also saves space, what in effect will be done is an iTunes music library will be shared amongst multiple users on the same machine. There are advantages and disadvantages to using this method.
• Firstly I think it might be worthwhile to state the advantages and disadvantages to using this approach.
The advantages include:
- Space will be saved, as no duplicate files will occur.
- The administrator will be able to have complete control over the content of the iTunes library, this may be useful for restricting the content of the Library; particularly for example if computer is being used at and education institution, business or any other sort of institution where things such as explicit content would be less favorable.
- The machine will not be slowed by the fact that every user has lots of files.
The disadvantages to this system include.
- The fact that the account storing the music will have to be logged in, and iTunes will have to be active in that account.
- If the account housing the music is not active then nobody can use the iTunes library.
- There is a certain degree of risk present when an administrator account must be continually active.
- Fast User Switching must be enabled.
Overview:
A central account controls all music on the machine/network, this is achieved by storing iTunes files in a public location as opposed to in the user's directory. In effect the system will give all users across the machine/network access to the same music/files without the possibility of files 'doubling up' because two different users like the same types of music. This approach saves valuable disk space in this regard and may therefore prove to be useful in some situations.
This is a hearty process to undertake, so only follow this tutorial if you're willing to go all the way to the end of it.
Process:
Step 1:
Firstly, we need to organize the host library, I tidied mine up, removing excess playlists, random files, things like that. this will make thing a bit easier in the later stages of this process.
Once the library is tidied up, move the entire "iTunes" folder from your Home directory to the "//localhost" directory (The Macintosh HD) and ensure that files are on the same level as the "Applications", "Users", "Library" and "System" directories; this will ensure that the files in the library are available to all users on the machine (this also works for networks)
Optionally you can set the ownership of the folder to the 'administrator' account (the user who will be hosting the library.), you may also like to set the permissions of 'you can' to "Read & Write" (assuming that you are doing this through the user who will host the library); secondly you should set the "Owner" to the administrator who will be hosting the library and set their "access" to "Read & Write" (this will ensure that the administrator has full access to the folder). The final part of this step involves setting access for the "Others" tab to "Read Only" this will ensure that the other users can view but not modify the contents on the folder.
Overview:
So far we have done the following steps:
1. Organized the host library.
2. Placed the iTunes directory into a 'public' directory so that other users may use it. (this step is essential if you plan on sharing the library across multiple accounts on the same machine. NOTE: this step is only necessary if you are wanting to share you library across multiple accounts on the same machine, if you simply want to share the music across a network, use the iTunes sharing facility.
3. set ownership and permissions for the iTunes music folder.
Step 2:
Currently the administrator is the only user who can use this library, however we will address this soon. In this step we will enable iTunes music sharing in the administrator's account, this will enable other users to access the files in the library.
If you are not logged in as the administrator, do so; secondly, open iTunes and select "Preferences" from the "iTunes" menu, now click the "Sharing" tab, if "share my library on my local network" is not checked, the radio buttons below this will now become active, you may choose to share the entire libraries contents, or share only selected content.
Sharing only selected content may be useful if their is explicit content in the library and minors use the network or machine that the library is connected to.
If you have selected "share entire library" go to Step 3, if you have selected share "share selected playlists" read on.
After clicking "share selected playlists" you must then select the playlists that you intend to share across your accounts and network. Once you have finished selecting the playlists, click "OK" to save the settings.
Overview:
In this step we:
1. Enabled iTunes sharing in the administrator's account, now, users on the local network may access the iTunes library, however, users on the same machine may not.
Step 3:
Now we will enable users on the same machine to access the library on the machine. This is achieved by logging in as each user, opening iTunes, opening iTunes preferences, and clicking "look for shared music". now all users on the machine may also access the library that the administrator controls.
This in effect will mean that the user will not need to use their user library, it will be provided to them via a pseudo network connection.
As a secondary measure, I have chosen to write a generic login script that will move any content from the user's "Music/iTunes/iTunes Music" directory to the trash and then empties the user's trash.
This is done through the use of an Automator Application: this application does the following actions.
1. Uses the "Finder" action "Get Specified Finder Items"
1a. The user's "~/Music/iTunes/iTunes Music" folder
2. Uses the "Finder" action "Get Folder Contents"
3. Uses the "Finder" action "Move to Trash"
4. Uses the "Automator" action "Run AppleScript"
4a. with the following:
on run {input, parameters}
tell application "Finder"
empty trash
end tell
return input
end run
IMPORTANT: Once the script is adapted to the user account it must be set as a login item. in order to keep the script out of the way i have placed it in the user's "Library" directory, in "Application Support" under "iTunes".
Overview:
Here we:
1. Enabled iTunes sharing in the user accounts on the host machine, in effect allowing all users of the machine to view a single iTunes library.
2. (Optional) I have created a login application that will remove any content that has been added to user iTunes libraries, this in effect stops other users of the machine from adding music and files to iTunes.
Step 4:
If it is not already enabled, open system preferences and enable Fast User Switching in Accounts Options.
Summary:
We have shared a single iTunes library across multiple user account, while still allowing for network sharing. This method is designed to save space on machines, particularly those with smaller hard drives.
I hope that this hint proves to be helpful and I hope everybody will give me feedback on my process.
regards,
Pete.
iBook G4; 60GB Hard Drive, 512MB RAM, Airport Extreme Mac OS X (10.4.6) iWork & iLife '06, Adobe CS2, Final Cut Pro. Anything and Everything!!!

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fiebigc wrote:
I know I mentioned NetBeans but I'm most interested in the generic method for creating a library of source files that I can call into whatever program I am developing. I've done such a thing in C using header files and such but I'm trying to get a direction on how this is accomplished in Java. I'm sorry if I could edit the title I would. If anyone wants to be specific about NetBeans I welcome that too.
Edited by: fiebigc on Jun 20, 2008 5:57 PM
>I know I mentioned NetBeans but I'm most interested in the generic method for creating a library of source files that I can call into whatever program I am developing. I've done such a thing in C using header files and such but I'm trying to get a direction on how this is accomplished in Java. I'm sorry if I could edit the title I would. If anyone wants to be specific about NetBeans I welcome that too.
Edited by: fiebigc on Jun 20, 2008 5:57 PM
Create a class library.
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