Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual
Database Records for Cisco Unified Contact Center Enterprise Multichannel Agents
Unified CCE agents who will use multichannel software are associated with three different
database records:
database records:
•
The Person record in the Unified ICM/CCE database
•
The Agent record in the Unified ICM/CCE database
•
The Agent record in the database for the multichannel application
About Agent Desk Settings
Each Agent record must be associated with an Agent Desk Setting. The Agent Desk Settings
configuration is used to associate a set of permissions or characteristics with specific agents.
These settings are comparable to Class of Service settings on a PBX or ACD. Desk settings are
associated with an agent when the agent is configured in the Unified ICM database. The desk
settings are global in scope and they can be applied to any configured agent on any peripheral
within a Unified ICM/CCE configuration.
configuration is used to associate a set of permissions or characteristics with specific agents.
These settings are comparable to Class of Service settings on a PBX or ACD. Desk settings are
associated with an agent when the agent is configured in the Unified ICM database. The desk
settings are global in scope and they can be applied to any configured agent on any peripheral
within a Unified ICM/CCE configuration.
If desktop settings are not associated with a configured agent, the agent is assigned the peripheral
default settings. The peripheral default settings depend on the default setting for the Generic
IPCC PG the agent is logged in to.
default settings. The peripheral default settings depend on the default setting for the Generic
IPCC PG the agent is logged in to.
Note: See the "
" section for detailed information.
About Agent Teams and Supervisors
You can organize Unified CCE voice agents into teams. A team is a collection of agents grouped
for reporting purposes.
for reporting purposes.
Note: A single agent can only belong to one team.
Unified ICM/CCE software allows you to group individual agents into agent teams that can be
managed by supervisors. Agent teams are assigned to a specific peripheral, so all agents of a
given team must also be assigned to the same Unified CM peripheral.
managed by supervisors. Agent teams are assigned to a specific peripheral, so all agents of a
given team must also be assigned to the same Unified CM peripheral.
Unified ICM/CCE software lets you assign both Primary and Secondary supervisors to an
individual team. It is recommended that you set up your teams with both a Primary and a
Secondary supervisor. This setup helps to accommodate Supervisor and Emergency assist
scenarios.
individual team. It is recommended that you set up your teams with both a Primary and a
Secondary supervisor. This setup helps to accommodate Supervisor and Emergency assist
scenarios.
Supervisors listed on the Agents team list are able to view real-time statistics (using your
reporting application). Supervisors can, for example, barge-in, intercept, silently monitor, and
log out agents in the associated team using the CTI Toolkit IPCC Supervisor Desktop application.
reporting application). Supervisors can, for example, barge-in, intercept, silently monitor, and
log out agents in the associated team using the CTI Toolkit IPCC Supervisor Desktop application.
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)
11
Chapter 1: Cisco Unified Contact Center Enterprise Agents
About Administering Cisco Unified Contact Center Enterprise Agents