Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

receive non-voice requests such as chat, blended
collaboration, and email.

Note: You must have Cisco's multichannel software installed
as part of your Unified CCE configuration to create
multichannel agents.

Note: In most cases, the Cisco Unified Communications Manager (Unified CM) peripheral on
the Generic IPCC peripherl gateway (PG), which is set up with your initial Unified CCE
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 Unified CM PG to monitor state and activity of agents
configured as non-voice agents. However, this is optional, and is not necessary if you already
have a Unified CM peripheral on the Generic IPCC PG. When using Unified SCCE, agent
tracking is performed using the Agent/IVR Controller.

Cisco Unified Intelligent Contact Management Database Records for Cisco Unified Contact Center Enterprise
Voice-Only Agents

In the Unified ICM database, each agent must be associated with two database records:

Identifies the individual. Person records must exist for all
Unified CCE agents. Every agent in your configuration must

Person record

have a single Person record. This record can then be associated
with one or multiple Agent records, as described below.

Note: Unified SCCE automatically sets the Person record. In
Unified SCCE, there is a one-to-one correspondence between
the agent and the person.

Identifies the agent working on a particular peripheral. There
must be a one-to-one correspondence between each Agent

Agent record

record and its associated peripheral. However, in Unified CCE,
if an agent is going to be working on several peripherals, you
can create several Agent records and associate these with the
same Person record. In this way, a single agent can work on
several different peripherals. In Unified SCCE, this only works
if done from the parent system.

When you create an Agent record, you have the option of associating it with an existing Person
record (select Select Person). If you do not associate the Agent record with an existing Person
record, a new Person record is automatically created when you create the agent.

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)