Cisco Cisco Agent Desktop 9.0 Installationsanleitung

NOTE:  If the audio files are stored on a partition using the FAT32 file 
system, a limit of 21,844 objects can be stored. If this recording limit 
is exceeded, supervisors will be unable to record any more audio 
files. There is no such limitation on an NTFS file system partition.

For CAD 7.0 applications to work properly, your agents must be organized into teams 
and some must be designated as supervisors. This is accomplished in ICM. See your 
ICM documentation for information on how to do this.

The number displayed in the Skills statistic field “Waiting” in Agent Desktop and 
Supervisor Desktop (representing the number of calls currently queued to the skill 
group) is dependent on how you configure skill groups and set up queues in ICM 
Configuration Manager. The following rules apply:

■

If calls are queued to a base skill group, there must be no sub skill groups 
configured.

■

If a skill group does have sub skill groups configured, calls cannot be queued 
to the base skill group.

If calls are queued to the base skill group, all the calls queued to that skill group are 
reported in the Waiting field. 

If sub skill groups are configured, and calls are queued to those sub skill groups, only 
the calls queued to the primary sub skill group are reported in the Waiting field. 

NOTE:  Agents must be assigned to the base skill group in order for 
the supervisor to view a team’s skill data in Supervisor Desktop. Only 
the base skill groups appear in the Supervisor Desktop skill statistics. 

G.729

10

400

20

260

30

210

40

190

50

180

60

170