Cisco Cisco IPCC Web Option

Configuring Skill Targets

This chapter describes how to set up the entities that the system software selects to handle calls
at a peripheral.

It includes:

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An introduction to the skill targets subsystem

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Instructions on how to view, define, delete, or modify:

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Services

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Skill Groups

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Agents

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Persons

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Agent reporting

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Enterprise services

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Enterprise skill groups

This chapter also includes instructions for using the agentcfg.exe utility that allows you to update
your Unified ICM database with agent information from a Unified ICM peripheral.

This chapter contains the following topics:

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Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)