Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Ratgeber Für Administratoren
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Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Skills
Configuring Skills
Note
The Skills hyperlink is available only if you are using Unified CCX Enhanced or
Premium license packages.
Premium license packages.
Skills are customer-definable labels assigned to agents. The two Unified CCX
Enhanced packages can route incoming calls to agents who have the necessary
skill or sets of skill to handle the call.
Enhanced packages can route incoming calls to agents who have the necessary
skill or sets of skill to handle the call.
This section describes:
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Creating a Skill
To create a skill, complete the following steps.
Procedure
Step 1
From the Unified CCX Administration menu bar, choose Subsystems > RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
Step 2
On the RmCm Configuration navigation bar, click Skills hyperlink.
The RmCm Configuration Skills summary web page opens to display the Skill
Name (customer-definable label assigned to an agent), if configured.
Name (customer-definable label assigned to an agent), if configured.
Step 3
Click Add a New Skill hyperlink.
Note
When the system reaches the maximum number of skills that can be
created, the Add a New Skill hyperlink no longer appears.
created, the Add a New Skill hyperlink no longer appears.
The Skill Configuration web page opens.