Cisco Cisco E-Mail Manager Unity Integration Option Maintenance Manual

IPCC Enterprise Agents

This chapter explains the concepts you must be familiar with when setting up agents for your
IPCC Enterprise contact center.

About Administering IPCC Enterprise agents

What is an IPCC Enterprise agent?

An agent is an individual who handles customer contact within your contact center. In an IPCC
Enterprise configuration, you can create these types of agents:

Agents who can receive telephone calls are referred to as Voice agents.
Note that a Voice agent can also be configured to receive non-voice

Voice-only agents

requests, such as Single-session Chat, Multi-Session Chat, Blended
Collaboration, and E-Mail.

Agents who can handle voice calls and requests from other media. (You
can create this type of agent only if you have Cisco’s multichannel software
installed as part of your IPCC Enterprise configuration.)

Multichannel
agents

In addition to setting up multichannel agents to handle voice and non-voice
requests, you can also set them up to only receive non-voice requests; that
is, a multichannel agent can be configured to handle only Single-session
chat, Multi-session chat, and E-Mail requests.

Note: In most cases, the CallManager peripheral on the Generic IPCC PG (set up with your
initial IPCC Enterprise installation) tracks and records the state and activity of all voice and
non-voice agents. You can configure a Non-Voice PG rather than a CallManager PG to monitor
state and activity of agents who are non-voice agents. However, this is optional, and not necessary
if you already have a CallManager peripheral on the Generic IPCC PG. When using System
IPCC, agent tracking is performed using the Agent/IVR Controller.

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)